Comms vendor Avaya has revamped its maintenance offering with the goal of delivering faster response times for customers.
The Avaya Support Advantage programme is to provide a standardised maintenance framework for customers across the globe. The scheme features two levels: Essential Support and Preferred Support.
The former is an entry-level package and provides end users with around-the-clock remote technical support, in addition to software patches and updates. Customers will benefit from predetermined response-time guidelines, which will be decided according to issue severity. Also offered are web-based support tools and next-working-day delivery of necessary parts.
Preferred Support users will receive all the goodies included in the Essential package, with an additional remote monitoring service that aims to allow customers to convey problems to Avaya within 90 seconds. Avaya claims this can facilitate a reduction in response times of up to 20 per cent. The vendor intends to address major incidents within a quarter of an hour.
The Support Advantage programme also offers customers a variety of optional add-ons, including a subscription service for major software upgrades and on-site support for critical parts.
Mohamad Ali, senior vice president at Avaya Global Services, said: "In today's 24/7 world, companies require a support solution that can proactively monitor communications networks around the clock and quickly resolve any communications disruptions. Avaya Support Advantage provides a new level of flexibility, a broad range of support options and global consistency."
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