Support Services

Avaya Incident SupportAvaya has a broad range of support options for both the voice and data elements of your communications infrastructure. Many existing customers are on maintenance agreements that fuse both hardware and software support into a single offer. However, Avaya Software Support from Hardware Maintenance decoupled these two components on enterprise solutions to provide increased options for Hardware support.

Depending on your customer’s product and their support needs, Avaya has a wide range of value based offers to provide 24x7 remote technical support and monitoring of their solutions.

Avaya has numerous patented tools that provide for 24x7 remote monitoring, diagnostics and resolution of communication systems problems and alerts for IP Network and Public Switch Telephony Network (PSTN) facilities. Our goal is to identify and resolve issues before they become service affecting.

In addition, customers and Partners with Avaya support coverage have access to a wide range of web based tools and services, ranging from Avaya Health Check, In Site Knowledge Management, Communication Manager Compatibility Matrix, 360 Reports and much more. Avaya has invested in the development of these tools so a customer and partner does not have to. These tools help to proactively identify system configuration and programming items that can be changed to improve support screenefficiencies and enhance communications systems performance.

Avaya’s 5800+ technical associates have thousands of industry certifications that are located across the globe that have the skill and know how to assist in complex integration and troubleshooting cases. Our Global Support Service Organization uses intelligent routing of web based tickets in order to quickly assign cases to the best suited technical associate to provide assistance based on skill, knowledge, solutions, availability and language capabilities