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IPOffice Support Services-Global Offer Definition
IPOffice Support Services-Global Offer Definition
IPOffice Support Services-Global Offer Definition
Stacey Gallanis
February, 2014
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Version
Date
Description/Comments
1.0
August, 2012
1.1
1.2
August 5, 2013
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Table of Contents
1
2
Introduction ................................................................................................................................ 4
Offer Summary .......................................................................................................................... 4
2.1 Service Agreement Supplements ....................................................................................... 4
2.2 Value Proposition ................................................................................................................ 5
3 Delivery Models ......................................................................................................................... 5
3.1 Wholesale ........................................................................................................................... 6
3.2 Co-Delivery ......................................................................................................................... 6
4 Offer Components and Coverage Options ................................................................................ 8
4.1 Base Offer - Remote Technical Support for Hardware and Software ................................. 8
Remote Tech Support Coverage Options ........................................................................................ 8
4.1.1
Business Hour Support (8x5x5) ........................................................................................ 8
4.1.2
Any Time / Any Day Support (24x7x365) .......................................................................... 9
4.2 Optional Parts Replacement (available in select geographies) ........................................ 10
4.3 IP Office Contact Center Coverage - IPOCC .................................................................... 11
4.4 IPOSS Entitlement for Major and Minor Software Upgrades ............................................ 12
4.5 Minor Software Updates, Service Packs and Firmware Updates ..................................... 12
4.6 Enhanced Remote Connectivity ........................................................................................ 13
4.7 IP Office Warranty Coverage ............................................................................................ 13
4.8 Optional Phone Parts Coverage (additional cost) ............................................................. 13
4.9 Entitled Resources - Web Services .................................................................................. 13
5 Pricing and Discounting ........................................................................................................... 15
5.1 IPOSS Pricing for Single Tier Partners - List Pricing Sample shown in USD ................... 15
5.2 IPOSS Material Codes ...................................................................................................... 17
5.3 Single Tier Discounting Table ........................................................................................... 17
5.4 One Time Fees ................................................................................................................. 18
6 IPOSS Quote, Order and Registration Process ...................................................................... 19
6.1 Process Overview ............................................................................................................. 19
6.2 IPOSS Best Practices ....................................................................................................... 20
6.3 Ordering, Invoicing and Payment Details.......................................................................... 20
6.4 Renewals .......................................................................................................................... 21
7 Policies .................................................................................................................................... 22
7.1 Avaya Sales Engagement Principles and Like-for-Like Policy ......................................... 22
7.2 Billing and Contract Start Date .......................................................................................... 22
7.3 Contract Payment Terms .................................................................................................. 22
7.4 Equipment Certification ..................................................................................................... 22
7.5 Coverage Options at a Single Location ............................................................................ 23
7.6 Fragmented Maintenance Policy ...................................................................................... 23
7.7 Co-Termination ................................................................................................................. 24
7.8 Partner to Partner Policies ................................................................................................ 24
7.9 Termination ....................................................................................................................... 24
7.10 Service Exclusions for Avaya IP Office Support Services Offers ..................................... 24
8 Extended Support .................................................................................................................... 25
Appendix A: Offer Availability by Product Family .......................................................................... 27
Appendix B: Definitions of Terms Related to Updates, Service Packs, Firmware Updates ......... 28
Appendix C: Definitions of Severity Levels ................................................................................... 29
Appendix D Geographic Parts Availability .................................................................................. 30
Appendix E IPOSS Material Codes ............................................................................................ 31
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1 Introduction
The Avaya IP Office Support Services (IPOSS) offer provides manufacturer support to maintain
and support Customers IP Office systems and applications. The offer is available for IP Office
Release 8.1, and future releases.
This portfolio of services is tailored to meet a wide range of customer needs, by providing a
solution-centric approach and delivering increased value in a flexible and modular support
model. IPOSS offers have a simplified quoting and pricing methodology, based on node/server.
The Offer is available globally through Avaya Single Tier purchasing and the Avaya Two Tier
Distribution process.
Please reference the IPOSS page on the Avaya Partner Portal for training and whats new
updates by clicking here, or the direct link is:
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L5uhAAC&I
d=a3j30000000L3jVAAS
2 Offer Summary
IP Office Support Services Highlights:
Unless otherwise noted, the above coverage options are available in the following delivery models:
Wholesale or Co-Delivery
Business Day Support (8x5x5) or Any Time, Any Day Support (24x7x365)
Offer Attach IP Office Support Services is not required attach, with the exception of IP Office
Contact Center services, where IPOSS is required. However, IPOSS is Avayas manufacturer
support service offer for IP Office 8.1 and future releases. If IPOSS coverage is purchased for an
IP Office Server Edition solution, IPOSS coverage is required for all servers in the solution.
The IPOSS coverage is Day 2 coverage, and does not include implementation support.
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Once you are signed into the portal, you can access the IPOSS SAS here:
Flexible Wholesale or Co-delivery options in either one, three or five year (total pre-pay)
terms
Single offer that scales from SME through midmarket systems
Competitively priced menu of service offers aligned with customer needs
Simple quoting, pricing and invoicing fixed price per node/server makes it easy to quote,
order and track
Bundled material code structure, means only one material code to order in most
configurations
Access to web resources and remote technical support
Lower cost of delivery through enhanced remote connectivity
Award winning service directly from Avaya
For additional information and collateral, please reference IPOSS webpage on Avaya Partner
Portal site here.
Customer must be on the current release of IP Office (R8.1 and beyond) to purchase the IPOSS
service offer. Customers on IP Office R8.0 and prior must first purchase an IP Office transactional
upgrade to the current IP Office release before purchasing the IPOSS service offer.
IP Office SW Upgrades are a core value in IP Office Support Services, and customers with the
offer will be entitled to free major software upgrade license/s.
New Remote Connectivity (SSL/VPN), which will reduce the need for site visits and enable Avaya
to provide the highest quality of remote technical support.
A streamlined IPOSS ordering process that includes the ability to request procurement and BP
linkage of a new Customer Sold-To/End User FL directly on the IPOSS order form. IPOSS
ordering can also be done real-time, via the new IPOSS Gift Card Token process; which
enables all of the above ease-of-use features for IPOSS, and a new ability to stock service.
System registration is required via the enhanced Global Registration Tool (GRT) to activate the
IPOSS entitlement. The enhanced GRT now has the ability to retrieve the customers IP Office
configuration directly from the product for easy registration.
IP Office Support Services is the only Manufacturer Support Offer available for IP Office Release
8.1 and future releases. Customers can keep their systems up to date with the latest software
fixes.
3 Delivery Models
IP Office Support Services is available in two Delivery Models: Wholesale and Co-Delivery (Retail
or Customer Direct offers are not available).
In both models:
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3.1
Wholesale
In a Wholesale delivery model, Avaya would conduct initial Tier 1 and Tier 2 support for Day 2
maintenance, as well as any escalation support required.
Partner Responsibility
Avaya Responsibility
3.2
Co-Delivery
Only Channel Partners who meet the Co-Delivery certification requirements may purchase the
Co-Delivery model.
Effective Oct 1, 2013, IPOSS Co-Delivery certification requirements are changing: Channel
Partners will require at least 1 person certified in either ACSS or SME Expert, to purchase the
Co-Delivery model.
.
Avaya may verify the Partners ongoing eligibility for the Co-Delivery support model; including
validating that the Partner is conducting case filtration, and properly handling Tier 1 and Tier 2
support before escalating tickets for Avaya support.
Partner Responsibility
Avaya Responsibility
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4.1 Base Offer - Remote Technical Support for Hardware and Software
With IP Office Support Services, Partners/Customers receive remote solution support for software and
hardware issues. Partners are encouraged to sell their wrap around services to support customers on-site
needs as a value added service.
Partners/Customers can request support by submitting a web service request, or by calling the Avaya
support telephone number. Remote software and hardware support is based upon defined response times
for major and minor issues (see support.avaya.com)
Where mentioned in this section, Standard Business Hours relates to the IPOSS coverage purchased: 8x5
or 24x7, based on the local time at the customer site. For example, 8 x 5 Coverage provides support from
8am 5pm local time according to the account location. Any support requested outside of those hours is
billable under the then current Avaya Per-incident rates.
Avaya will use commercially reasonable efforts to commence support requests submitted to Avaya within
the times referenced in this section. Note that Web created Service Requests receive expedited response.
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Support may be initiated via the web (expedited response) or by calling the Avaya Support Desk
(SME Experts may directly access the Backbone).
Business Hour (8 x 5 x 5) Support Coverage:
Severity 1*
Severity 2*
Avaya provides
Standard Business
Hours (8x5x5)
support and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests
during standard
business hours
Avaya provides
Standard Business
Hour s (8x5x5)
support and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests
during standard
business hours
Severity 3*
Avaya provides
Standard Business
Hours (time zone of
the system) support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
4 Business Hours
during standard
business hours
Severity 4*
Avaya provides
Standard Business
Hours (time zone of
the system)support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support
by the close of the
Next Business Day
Note: 8 x 5 Coverage provides support from 8am 5pm local time according to the account
location. Any support requested outside of those hours is billable under the then current per
incident rates.
Severity levels are defined in Appendix C.
Severity 2*
Avaya provides
around the clock
(24x7) support and
will use commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests
Avaya provides
around the clock
(24x7) support and
will use commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests
Severity 3*
Avaya provides
Standard Business
Hours (time zone of
the system) support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
4 Business Hours
Severity 4*
Avaya provides
Standard Business
Hours (time zone of
the system)support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support
by the close of the
Next Business Day
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Parts
Description This service provides advance replacement of any covered part Avaya determines
to be inoperative, excluding terminals. This includes advance parts for PCNs and updates, but
does not include system hardware upgrades that may be required.
The following Advanced Parts Replacement (APR) options may be added to the base Remote
Technical Support + Upgrade, where geographically available.
o
o
o
Parts Next Business Day (NBD): Replacement of parts on a next business day basis.
Additional delivery options for parts available.
Parts 4 Hour: Replacement of parts within 4-Hours, in line with the partners service day (8x5
or 24x7).
Parts Onsite (Available in the US only to partners in the Wholesale model): Provides
onsite parts technical support.
APR Onsite is available in: Onsite NBD, and Onsite 4 Hour.
Process: An Avaya Backbone engineer (Tier 3) would determine if an On-Site resource is
required with hardware replacement. Hardware would be sent from the Avaya Repair
Depot to the customer location on record. Avaya Field Services would arrive on site to
replace the identified hardware failure and restore to dial-tone level. This would be
similar to first install, and would not include any customer-unique configuration. Any
customer-specific needs around dial plans, voice mail setup, reprogramming for
extension, etc. would be solely the responsibility of the customer.
See matrix for shipping details. NOTE: the part will be sent to the location specified when placing
the request. (It can be shipped directly to the Customer or Partner).
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Type of Part
Critical and
Non-Critical
Components
If the request is received before 5:00 p.m. local site time during Standard Business
Hours, the replacement part is shipped to arrive the following business day.
If the request is received after 5:00 p.m. local site time during Standard Business Hours,
the replacement part is shipped to arrive in two (2) business days.
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IP Office Support Services offer entitlement. Avaya will provide the Partner/Customer the
license file to be installed by the Partner/Customer.
Customers are able to receive access to minor Software Updates, Service Packs and
Firmware Updates for their specific system, through the Downloads area on the Avaya
self-help web site (support@avaya.com).
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Service Requests creation Create a web request for support and received enhanced
response.
Parts Replacement Parts can be ordered via a web request, when coverage includes Parts.
Service Requests Status Alerts Register for proactive email or text message alerts on the
status of an Avaya service request
Avaya E-Notifications Register and receive proactive notifications via email any time new and
modified product documentation and downloads are posted on the support website. These
announcements include Product Correction Notices, Security Advisories, End of Sale Notices,
Services Support Notices and User Guides.
Avaya Support Forums View, post and reply to web-based conversation threads to discuss
Supported Products.
Avaya Knowledge Base Access Avayas on-line knowledge base and use advanced search
engines to find: documentation organized by Supported Product including all available user
guides for product administration and programming, installation, configuration, upgrades and
migrations, and general support; software and firmware download instructions; alarm code
definitions with instructions on how to clear the associated alarms; problem descriptions with
instructions for prescribed resolution; and answers for frequently- and previously-asked
questions.
Interactive Documentation and Online Training Access on-demand flash tutorials with how
to instructions.
My Reports View and create reports for service requests and entitlements across all of the
Customer's Sold To numbers.
Benefits - Customers can access a wide variety of web-based services to get answers to
questions about product & troubleshooting, features/functions, and general usability. Customers
can get access to information when they need it, so they can diagnose, isolate, troubleshoot and
resolve issues.
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5.1
IPOSS Pricing for Single Tier Partners - List Pricing Sample shown in USD
Note: Partners in the Two-Tier Distribution model will receive their specific pricing from their Avaya
Distributor.
IP 500 V2
HP
DL360G7
Linux
HP
DL120G7
Linux
IP 500 V2
HP
DL360G7
Linux
HP
DL120G7
Linux
$475
$475
$475
$194
$194
$194
$535
$535
$535
$248
$248
$248
$535
$1,375
$975
$256
$550
$351
$595
$1,435
$1,035
$310
$604
$405
$550
$1,555
$1,075
$318
$907
$509
$610
$1,615
$1,135
$372
$961
$563
$655
$2,875
$1,725
N/A
N/A
N/A
$715
$2,935
$1,785
N/A
N/A
N/A
$690
$3,340
$1,840
N/A
N/A
N/A
$750
$3,400
$1,900
N/A
N/A
N/A
Offer Options
Base
1.0
Per Server
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IP 500
HP DL360G7Linux
HP
DL120G7
Linux
$1,327
$1,327
$1,327
$540
$540
$540
$1,494
$1,494
$1,494
$691
$691
$691
$1,494
$3,838
$2,720
$715
$1,535
$979
$1,661
$4,005
$2,887
$866
$1,687
$1,130
$1,535
$4,340
$3,001
$887
$2,529
$1,420
$1,703
$4,507
$3,168
$1,039
$2,680
$1,570
8x5 Rem Tech Support, Onsite NBD APR & S/W Upgrades
$1,829
$8,023
$4,813
N/A
N/A
N/A
24x7 Rem Tech Support, Onsite NBD APR & S/W Upgrades
$1,996
$8,190
$4,981
N/A
N/A
N/A
8x5 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades
$1,926
$9,319
$5,134
N/A
N/A
N/A
24x7 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades
$2,093
$9,486
$5,301
N/A
N/A
N/A
Offer Options
IP 500 V2
HP DL360G7
Linux
HP
DL120G7
Linux
Base
1.0
Per Server
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Authorized
Silver
Gold
Platinum
25%
29%
31%
35%
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The IPOSS invoice will be generated out of SAP, and payment is expected in net payment terms,
as specified in the IPOSS SAS.
6.4 Renewals
Avaya is working on an automated Renewals solution targeted spring, 2014.
A Pre-automation Renewals process is in place via Distributors
Avaya provides Distributors with their Renewal Quotes 90 days prior to contract
expiration
Quotes are based on the existing IPOSS contract: coverage, term, covered servers
Requests to change IPOSS coverage, covered servers or contract term can be
highlighted on the distributor PO to Avaya, and preferably, please communicate changes
to your distributor in advance of the renewal quote
Like for like policy applies to renewal
Renewal quotes will reflect current IPOSS pricing
Distributors will forward the Renewal POs to the designated Avaya renewals mailboxes
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7 Policies
7.1 Avaya Sales Engagement Principles and Like-for-Like Policy
If IPOSS is being sold to a customer that has an existing maintenance service contract with Avaya,
Distributors and Business Partners must follow Avaya Sales Engagement Principles and the Likefor-Like Policy to transition service coverage to IPOSS, and to avoid continued billing of old
coverage.
Reference links:
o Sales Engagement Principles link here
o Avaya Like-for-Like Policy link here
o IPOSS Service Transition Guide link here
Customers migrating to IPOSS from other SME service offers to IPOSS will not incur a
Termination Fee (regardless if contract value has decreased), as long as:
o Coverage is not downgraded (for example::full support to remote support; or 24X7 to
8X5)
o New IPOSS term must be closest to remaining length of existing contract
o An existing Retail service agreement must be recast to IPOSS Wholesale with an Onsite
Parts option
o Additional reviews will apply if existing contract is direct and exceeds 750
users/endpoints
o Coverage that is not available in IPOSS, such as Terminal Replacement Coverage, is
currently waived from the like for like assessment; this is subject to change.
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The intent of certification is to support customer reuse of previous in-service equipment. Used equipment is
defined as any equipment that is not new provided by Avaya or an authorized Business Partner. Equipment
that is in anyway suspect of being acquired by means of gray market activity will not be certified.
Avaya Connect Platinum and Gold Partners can complete the certification questions in the IPOSS
order form to determine they can self-certify.
For IP Office systems that have been out of warranty or maintenance for more than 90 days,
please refer to the Avaya Global Certification Policy for details here.
Integrated Applications
All Avaya solutions that are integrated with other Avaya solutions (e.g., Communication Manager
integrated with Avaya Call Center) can be covered by different levels of Avaya IP Office Support
Services coverage but must have the same delivery option (either all Avaya Delivery or all CoDelivery). All integrated solutions must be covered by at least Business Hour Support (8x5x5). If
the Customer is found to have fragmented coverage whereby one application is not covered by at
least Business Hour Support (8x5x5), the Customer will be notified of the coverage requirements.
In the event that coverage is not initiated on the uncovered solution(s) within ninety (90) days of
such notification, support on the covered solution will be treated as though canceled by the
Customer as per the Termination of Support provisions set forth below and the cancellation fees
set forth below will apply.
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7.7 Co-Termination
Co-Termination will apply at the application level, within a system. We will co-terminate support
for add-ons to the existing contracts. In this scenario, the end date of the adds will co-terminate
on the same contract expiration date of the original contract.
7.9 Termination
There is no refund provision for IPOSS, with the exception noted below.
The Partner may cancel an IPOSS contract with written notice within 30 days of Avaya contract
acceptance and receive a refund for the pre-paid IPOSS service, provided that:
IPOSS support requests were not raised to Avaya
IPOSS-entitled upgrade license requests were not made to Avaya. If
If the IPOSS contract was transitioned from a different Avaya service contract, the termination fee
from the replaced contract will apply in full (even if the termination fee was waived as part of the
IPOSS purchase).
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8 Extended Support
Avaya may discontinue or limit the scope of services for Supported Products that Avaya has declared
end of life, end of service, end of support, manufacture discontinue or similar designation (End
of Support) effective as of the effective date of the manufacturer's End of Support notice. Following
the effective date, Avaya services for Supported Products under manufacturer End of Support will be
under the terms of Extended Services Support. Unless the Customers Commercial Agreement
specifies how End of Manufacturer Support products will be treated, Avaya will continue to provide
the same level of support described in this document for End of Support products, with the following
exceptions:
Certain faults or functionality issues may not be resolvable without upgrading the system to a
version currently supported by the manufacturer. The Customer will be responsible for the costs
associated with any upgrades.
Extended Services Support is provided only to the Avaya Customer purchasing support services (i.e.,
Avaya IP Office Support Services) for the affected Supported Products. Customers who have not
purchased support services for the affected Supported Product are not eligible for Maintenance Per
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Incident (a.k.a. T&M) services when Extended Services Support becomes effective on such
Supported Product.
A list of products that are currently supported is available from Avaya at http://support.avaya.com
(Maintenance Services Index by Product).
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For IP Office Release 8.1 and future releases. Existing Retail offers will migrate to Wholesale or
Partner Co-Delivery models.
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The following languages are supported within GSS Service desk globally.
When working in non-English languages, the Service desk associate will create the case and translate
into English for escalation support.
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CODE
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CODE
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MATERIAL
CODE
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