SOW - service description.pdf

The Avaya phone system is a critical system within the CTARNG. Without regular maintenance and upgrades the system can become unreliable and unsecure. As with any networked system, any unpatched component can cause cyber vulnerabilities. The required maintenance provides the avenue for ensuring a secure and reliable system.

The CTARNG phone system is a product of Avaya and requires a contract for Licensing &

Annual Maintenance fees to support hardware installation, upgrades, & operation. We will be purchasing Avaya’s Preferred Support coverage package.

The Preferred Support Coverage contract will include software and firmware updates and service packs, remote software and hardware support, and other break/fix solutions. The requested services will be for the following Functional Locations: 3049629, 3049717, 5050284, 5085404, 5050297, 5085402, 5050286, 51658814, 5085401, 5050295, 5050298, 5050299, 3049695, 5085408, 5341468, 3049681, 5050300, 4532717, 5050287, 5050296, 5085403, 51873574.

The following are itemized Preferred Support options directly from Avaya documentation:

1. Proactive Remote Software and Hardware Support For all Supported Products under Preferred Support, Avaya will use commercially reasonable efforts to commence support on a Customer request for remote support submitted to an Avaya Service Center via telephone or website according to the following table.

Severity 1* Severity 2* Severity 3 & 4* Requests submitted via website

Within fifteen

(15) minutes

Within fifteen

(15) minutes

Within Standard Business Hours

Requests submitted via telephone

Within one (1) hour

Within two (2) hours

Next Business Day

2. Web Services The Customer has access to web-based services available at http://support.avaya.com. Detailed instructions for access and use of each web service are posted on the support website. Avaya may require that only Avaya-authorized Customer contacts are eligible to access the support website and may also limit the number of authorized contacts. Web services include:

a. Avaya E-Notifications – Register and receive proactive notifications via email anytime 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.

b. Avaya Support Forums – View, post and reply to web-based conversation threads to discuss Supported Products (http://support.avaya.com/forums).

c. Case Status Alerts – Register for proactive email or text message alerts on the status of an Avaya service request.

d. HealthCheck – Optimize reliability and performance for the Supported Product by using an on-demand tool to generate a HealthCheck report and review the current configuration parameters.

e. Knowledge Base – Access Avaya’s 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.

f. My Reports – View and create reports for service requests and entitlements across all of the Customer's Sold To numbers.

g. Software Compatibility Audit (ASCA) – Create a report providing the software and firmware versions installed on all Communication Manager upgradeable devices as well as the latest versions available for those same devices.

3. Off-Board Alarm Notification

a. On Supported Products that are enabled for EXPERT Systems technology, Avaya will proactively monitor and detect through EXPERT Systems all DS1 and SIP Trunk off-board alarms associated with network facilities and the TCP/IP links associated with Avaya Supported Products that have Avaya/DCIU capabilities.

b. Subject to Customer’s registration for Avaya case status alerts, Avaya will send electronic notification of off-board alarms to the Customer.

4. Minor Software and Firmware Updates and Service Packs The Customer has access to Product Correction Updates (“Update”) issued by Avaya. An Update can be a Product Correction Notice (PCN), minor software or firmware update or service pack.

Avaya will notify the Customer via http://support.avaya.com of any Avaya-recommended Updates.

Class 1

Class 2 Class 3

Customer- Installable Update

Customer installs

Customer installs

Customer installs

Customer- Installable Update

Customer

Customer installs

Customer installs

Remote- Installable Update

Avaya installs Avaya installs Customer

Technician- Installable Update

Customer or Avaya installs during coverage

Customer or Avaya installs during coverage

Customer or Avaya installs during Standard hours when Support

Advantage Onsite Support is purchased hours when Support

Advantage Onsite Support is purchased

Business Hours when Support

Advantage Onsite Support is purchased

a. The Customer must register for Avaya E-Notifications in order to receive Updates.

b. The Customer may contact Avaya at no additional charge with general questions about customer-installable Updates.

c. At the Customer’s request, Avaya will remotely perform the installation of a customer-installable Update, subject to the Customer’s express approval of time and material charges using Avaya’s then current Maintenance per Incident rates.

Maintenance per Incident charges also apply to any Customer-installable Update required to complete an open Avaya service request.

d. Certain Avaya remote-installable Updates may require the insertion of customer-provided media in a local drive at the Customer’s location, and that activity will be the Customer’s responsibility.

e. System backups are the Customer’s responsibility and Avaya’s installation of an Update does not include any system backup.

f. In most circumstances, upgrades to the latest Minor Release or Update version of a product will be required before application of an applicable Update in order to address a problem.

g. An installation charge may apply for Updates to the next Major Release.

h. Essential Support does not include software or hardware upgrades. If the Update requires a software or hardware upgrade, Avaya will provide the Customer with a separate cost estimate prior to performing any such upgrade.

5. Secure Access Link (SAL) Policy Server

a. The Customer is entitled to install a SAL Policy Server that works with the SAL Gateway and may be used to determine and authorize when and how Avaya will remotely access all Supported Products in the Customer’s network.

b. The SAL Policy Server provides the Customer with a centralized application for the definition, administration, and inclusion of all secure remote access policies that will govern the remote access sessions initiated by Avaya engineers and automated tools through the SAL Gateway.

c. The SAL Policy Server is provided as part of the Avaya Diagnostic Server

d. The Customer-defined policies are automatically downloaded by the SAL Gateways.

e. The SAL Gateways receive and forward alarms and poll Supported Products for remote access connection requests.

f. The Customer may access and download the SAL Policy Server software and installation guide at https://plds.avaya.com. Select Downloads and search for “Secure Access Link”. SAL Policy Server and other Support Tools are subject to license terms.

6. Avaya Diagnostic and Analysis Systems As an entitlement of Preferred Support, the Customer has access to the Avaya Diagnostic Server and the Avaya Diagnostic Portal on a licensed basis.

a. Avaya Diagnostic Server

i. Software that bundles the SAL Gateway application with additional diagnostic capabilities for IP telephony troubleshooting and network monitoring.

ii. The Avaya Diagnostic Server reduces onsite dispatches by giving the Customer and Avaya support engineers the ability to emulate sitting next to the End User in order to better understand the problem, avoid false troubleshooting leads, and reproduce the issue down to the individual steps described.

iii. Existing Customers with SAL and Preferred Support can download, license, and install the server software at no charge.

iv. Customers may access and download the server software and installation guide at https://plds.avaya.com. Select Downloads and search for “Diagnostic Server”.

b. Avaya Diagnostic Portal

i. An online portal at http://support.avaya.com/ that makes available the scripting technologies used by Avaya Service and Engineering teams to Customers.

ii. The Avaya Diagnostic Portal provides scripts based on actual break/fix Service Request data to enhance resolution and trouble isolation steps. Each script can runs diagnostic steps against the product quickly, providing simple green, yellow, and red indicators of potential trouble areas along with failure logs where a fault was found.