Release Management

December, 2012

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Technology Adoption Gap

Increased Solution Functionality & Complexity

Ability to Consume Functionality & Complexity

TechnologyAdoption Gap

Adoption optimizes the business value

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Delivering Premium Client Value

Avaya Client Services is transforming how we meet clients’ needs from support to managed solutions

Mitigate Risk

Optimize Solution Performance

Drive Business Value

Reduce TCO

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Release Management IssuesApplication driven business communications solutions require that the software

and firmware be maintained and current to maximize performance. To meet

this requirement IT teams must extend resources resulting in increased: Time – internal resources must be utilized to perform not only the load of the software

update, but all the tasks that go along with it. The time alone could require a half to a full

HC depending on the applications and size of the environment.– Monitor– Analyze– Plan (incl a back-out strategy)– Implement– Test

Risk – Anytime software or firmware is loaded into a complex environment there is a risk

associated with it.– Conflicts– Improper installation– Bad SW/FW load

Cost – the actual cost of performing the task as well as the costs associated with

maintaining tools and skill sets must be considered when customers determine they will

maintain responsibility for keeping their SW/FW current.

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Release Management Offer

The Avaya Release Management Offer covers the full breath of the

Avaya product lines including the underlying Operating Systems.

This means that the customer WILL NOT have to perform any of

the tasks associated with properly caring for SW and FW patching.1. Monitor SW manufacturer’s releases for updates.

2. Analyze manufacturer’s SW/FW release notes to understand the impact on

specific customer’s environment including any potential conflicts with other

applications.

3. Provide customer recommendation of whether the update is a benefit to

current operating environment

4. Create a back out plan. Before any work is ever performed it is critical that

a back out plan is created that ensures the last known “Good” configuration is

stored incase an unwanted event does occur.

5. Schedule and then implement SW/FW Load.

6. Test the update to ensure it is performing as expected.

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Release Management OfferWhat is included?All Software updated associated with the customers current application environment. Bug Fixes, Patches, Service Packs…any regular updates from the manufacturer in

support of existing SW to fix known problems “InRelease” software updates – AKA “dot releases” or “minor releases” (going form

5.1 to 5.2 of SW is covered) Security Updates

What is not included? The software itself – the customer must have the SW entitlement covered by either

SA Preferred or Managed Assist offer. Any hardware upgrades that may be required to perform the SW update (this is

pretty uncommon) Major upgrades that are primarily meant to be feature functionality upgrades.

(going from 5.x to 6.x SW is not covered and would be considered a separate project.) These type of upgrades can be supported but are considered separate projects and will be billed as such outside of the month per license Release Management charge.

On-Site Support – if on-site support is required the Product Correction Support (PCS) offer should be considered.

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Supported UC Products (examples – reference SDD for full list)

Avaya Branded Nortel Branded

Communication Manager Business Communication Manager

Aura Messaging Meridian Opt 11

Modular Messaging (incl MS OS) Meridian Opt 61/81

One-X Suite of products Call Pilot VM

Aura Conferencing Communication Server 1000

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Supported CC Products (examples – reference SDD for full list)

Managed RoutingAvaya Aura CC Communication Manager CS1000

Managed Routing Servers for CS1000Network Center Control Server Contact Center Server

Managed ReportingAvaya Call Management System Avaya IQ Contact Center Administration

Managed Self ServiceVoice Portal Experience Portal Proactive Outreach Manager

Managed Administration ServicesAES ACCCM

Managed Proactive Contact ServicesAvaya Proactive Contact

Aura Workforce Optimization (WFO)WFO Workforce Management Contact Recording Quality Recording

Application Server Management OS patching onlyAvaya one-X Agent ACE Text to Speech ServerApplication Servers WebLM Servers WFO Speech Analytics WFO Customer Feedback

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Available ResourcesThe Web

Updated Support Services Content (brochures, presentations, offer definition, playbook, reference guides, FAQ)

– Enterprise Support - portal

– Support Advantage – portal

– Avaya.com – external facing

New & Updated Managed Services Content (brochure, presentation, offer definition, sales toolkit)

– Operations Services – portal

– Avaya.com – external facing