Avaya Diagnostic and Analysis Systems for Partners Complement your existing services business and drive new services revenue with enhanced diagnostic tools. Additional benefits include: • Decrease complex resolution times while also avoiding escalations and dispatches Driving New Support Services Revenue with Enhanced Avaya Diagnostic Tools. Your customer’s complex business environment requires world-class support to help ensure their systems are operating at peak performance, 24/7. Increased uptime, faster time to issue resolution and minimal service disruption are all critical components in order to remain competitive. Enhancing your Support Services Business At Avaya, we are committed to delivering industry leading innovative products and visibility into client solutions and Avaya products. You can position Avaya Diagnostic and Analysis Systems while selling Support Advantage Preferred to services to your customers, while driving your customers as a unique differentiator mutually profitable business opportunities and key advantage to selecting Avaya and across the channel ecosystem. With the our joint service delivery. introduction of Avaya Diagnostic and • Reduce human requirements through automation • Be on par with Avaya engineers Analysis Systems, Avaya continues to build Support Advantage Preferred not only upon existing patented systems, to deliver delivers industry-recognized monitoring new and effective diagnostics tools that and system alarm resolution, with the enable a more efficient and effective Avaya-patented EXPERT SystemsSM, but customer service delivery experience, and faster case response times and access to as a result enhances your customer the portfolio of advanced diagnostics tools relationship. As a valued partner, you will and scripting technologies used by our receive access to these latest diagnostic own Avaya service and engineering teams, tools in a Support Advantage Preferred to help you quickly identify and resolve agreement, which are designed to complex service issues and escalations complement your existing services business Diagnostic Tools for Support Advantage Preferred Customers and drive new support services revenue The two main components involved in the with multiple value-add opportunities. Avaya Diagnostic and Analysis systems are the Avaya Diagnostic Server and the Avaya Diagnostic and Analysis Systems Avaya Diagnostic Portal. Diagnostic Avaya Diagnostic and Analysis Systems from the customer’s premise, and enhances our joint delivery of world-class maintenance services, arming your team with ongoing updates and real-time time Server serves as the connection back to Avaya (and optionally you, the Partner) provides new diagnostic capabilities to help avoid troubleshooting scenarios that would normally result in an onsite avaya.com | 1 dispatch. Diagnostic Portal is designed to make the tools that Avaya engineers designed to reduce onsite dispatches use internally, available to customers and assist in complex extended and partners to help them self- troubles especially where the trouble is diagnose issues more quickly. intermittent or difficult to reproduce. Avaya Diagnostic Server Avaya Diagnostic Server R1 Evolution of SAL gateway providing: •Remote Access •Alarm Transport by offering better self-service tools and capabilities, greater visibility of and Analysis Systems, as well as the audit information and more precise evolution of SAL Gateway. The Avaya troubleshooting. Key benefits include: Diagnostic Server, deployed on customer premise, delivers customer controllable advanced diagnostic tools, designed to decrease complex problem resolution and escalations. Diagnostic Server gives engineers the ability to remotely emulate complex problems to avoid false •Bulk Calls and confidence in resolution, reducing onsite dispatches and customer •Available on Engineers are able to remotely administer phones, completing calls from Customer Site A to Customer Site B, without sending dispatching technicians to either location. Engineers are also able to remotely capture packets on-demand without locally deploying sniffers. Engineers have the ability to remotely In the first release, Avaya Diagnostic connect to customer end points, Server delivers unparalleled support quickly troubleshoot and reproduce capabilities including: intermittent issues. •Remote Access. Allows for remote Avaya Diagnostic Portal •Reduce Onsite Dispatches. •Improve Resolution Time. Avaya engagement requirements. •Event Monitoring •Screen Capture the support needs of your customers technology enabling Avaya Diagnostic troubleshooting and provide consistency •Packet Sniffing With Diagnostic Server, you can meet Avaya Diagnostic Server is the patented •Phone Remote Control •Management Interface •Advanced Diagnostics. Tools •Enhance Customer Experience. connection to the customer network Prior to implementation Avaya for faster problem resolution, Engineers are able to stress test remote implementation services, customer systems, reducing critical alarm automation and accurate outages and improving overall inventory management. customer experience. •Alarm Transport. Alarm Avaya Diagnostic Server leverages support.avaya.com aggregation and transport to Avaya, existing agents in customer networks at no additional cost with logging and filtering for that are already embedded in Avaya immediate alarm notification. This endpoints - meaning once Diagnostic enables Avaya to resolve the alarm Server is deployed no additional without customer involvement. equipment or setup is required for •Scripting technologies used by Avaya Service engineers •Entitlement with Support problem resolution. Advantage Preferred agreements •Reduces discovery and problem definition steps, results in consistent resolution methodology and actionable recommendations Avaya Diagnostic Server R1 Secure Access Link Remote Access Alarm Transport Available Now Remote Access Alarm Transport Management Interface Phone Remote Control Event Monitoring Screen Capture Packet Sniffing Bulk Calls 2 | avaya.com Figure 1: Avaya Diagnostic Server Avaya Diagnostic Server R2 Coming Soon Remote Access Packet Sniffing Alarm Transport Bulk Calls Management Interface Patented Testing Phone Remote Control End-to-end Qos Event Monitoring Hop-by-Hop Analysis Screen Capture Historical Statistics The next release Avaya Diagnostic Avaya Diagnostic Portal provides an Server, Release 2, will bring new unparalleled source of knowledge network diagnostic capabilities that that supports your world-class allow hop-by-hop views of a customer service delivery: network, including the analysis of networks between customer locations, providing a truly holistic view of the environment. •Availability at Product Launch. No need to wait or reactively develop your own scripts with the availability of Avaya scripts at launch – saving you time and money! Avaya Diagnostic Portal •Product Expertise. Avaya Services Avaya Diagnostic Portal offers scripting leverage close partnership with Avaya technologies used by Avaya service and Engineers to maximize script value. engineering teams to clients and authorized partners with Support Advantage Preferred Agreements. Avaya Diagnostic Portal provides scripts based on actual break/fix Service Request data, to enhance resolution and trouble isolation steps. These scripts can run over 100 diagnostic steps against the product in Figure 2: Avaya Diagnostic Portal •Continuously Improved Scripts. Avaya constantly updates and improves scripts by aggregating information from thousands of previous requests from a diverse customer base. under 2 minutes, providing simple green, Requirements yellow and red indicators of potential The key requirement for Avaya trouble areas. As a result, the script’s Diagnostic Server and Avaya technology can quickly identify places a Diagnostic Portal is an active Support human engineer may need to take action, Advantage Preferred agreement. drastically reducing the discovery and Avaya Diagnostic Server is a simple problem definition steps, increasing con- software upgrade from the existing sistency in resolution methodology. And SAL gateway platform, so no new it helps develop actionable recommenda- hardware or cost must be incurred by tions on how to resolve identified issues. the customer or partner. Please keep Figure 3: Report Output Sample Customer and Partner Requirements Avaya Diagnostic Server Avaya Diagnostic Portal •Support Advantage Preferred agreement – Wholesale, Retail or Co-Delivery •Support Advantage Preferred agreement - Wholesale, Retail or Co-Delivery •SAL Gateway can be upgraded to Diagnostic Server via software at no additional cost – no new hardware required •SSO login for access to support.avaya.com •Deployed on customer premises •Customer must have Avaya Diagnostic Server or SAL Gateway connected back to Avaya •Diagnostic Server requires its own physical or virtual server •No additional cost for customer or partner •Hardware required can be optionally purchased from Avaya •Delegated Administration approved by customer to have access via support.avaya.com in order to leverage Diagnostic Portal •Partner access to the customer’s Diagnostic Server can be done via SAL Concentrator or other method of connectivity Figure 4: Requirements avaya.com | 3 Figure 5: Customer Deployment Example in mind that the Diagnostic Portal requires that the customer has a Diagnostic Server or SAL Gateway connected back to Avaya. Clients can access the Diagnostic Portal by logging into the Avaya Support Website and clicking on Tools. Learn More To learn more about how Avaya Diagnostic and Analysis Systems can benefit your business, please visit the Avaya Partner Portal. Building a Better Services Business Drive new and differentiated support services business and enhance your existing services investments with remote access to Avaya Diagnostic and Analysis Systems. These new tools complement your own tools and enable you to continue to offer differentiated services including multi-vendor support, managed services, network management, local support, implementation and integration. Co-delivery Partner Deployment As you can see in the figure above, the Avaya Diagnostic Server acts as the central point of connection between all parties - Avaya, Avaya Authorized Partners and our clients. The connectivity enables the information sharing and diagnostics used to deliver fast resolution and maximize uptime of the client’s communications solutions. The shared information can be accessed by Partners with customer approval, presenting an opportunity to add-on your own complementary services, reducing expenses with access to ongoing updates and just-in-time information. About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com. 4 | avaya.com Expanding the Value of Support Advantage Preferred Avaya Diagnostic and Analysis Systems offers enhanced diagnostics tools designed to deliver unparalleled support capabilities, providing the best combination of functionality, security, and ease of service, bringing speedy resolutions, control, and extensive diagnostic value-adds to our clients. Avaya remains committed to enhancing our diagnostic tools and expanding access to Support Advantage Preferred customers in order to provide consistent world class support. © 2013 Avaya Inc. All Rights Reserved. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 10/13 • SVC7294BP-01
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