August 2011: Support Advantage
Most major networking vendors are fine-tuning their services strategies, and for Avaya, that meant a new program launch dedicated to smarter maintenance services.
Debuted in May and launched in August, Avaya Support Advantage offers 24/7 remote software and hardware support for customers at two levels: Essential Support, a basic package offering remote technical support and standardized response times, as well as Web-based customer support tools, and Preferred Support, which adds to that package a remote monitoring solution that alerts Avaya about a potential break. With Preferred, Avaya claims to be able to offer response times of 15 minutes or less for major incidents. It's been well-received; more services options for partners to sell generally means a cheerier channel.