Avaya T&M Policy Change starting 7/1/2010

Effective July 1, 2010, customers, Partners and Partner customers who do not have a contractual relationship with Avaya on a product requiring support, will no longer have access to Per Incident Technical Support Services.

Avaya Global Support Services is updating the existing Maintenance Per Incident (Time & Materials) policies. Avaya will continue to provide T/M support to Avaya Maintenance Agreement customers, Partners and Partner customers who have a minimum Avaya Maintenance contract covering the product requiring support. In addition Per Incident services such as on-site support and out-of-hours support will be available to Avaya Maintenance customers and Partner customers with a minimum Avaya contractual relationship for the product requiring support.

With that said, you have a couple options to consider for support:

1. Leverage the experience and expertise of an authorized Avaya BusinessPartner to help you get through your current support issues. More info at: http://www.avayaurgentsupport.com/.
2. Learn what the options are and your minimum requirements to become current on Avaya Maintenance at: http://www.avayamaintenance.com/.

Remember, without any level of Avaya Maintenance agreement in place, you will no longer be able to get any type of support from Avaya directly. This also means third party service organizations will no longer have access to critical support capabilities on your systems called MSP (maintenance software permissions) required to properly maintain Avaya solutions.

Although these changes may be an adjustment for some legacy Avaya customers, it is really the "norm" when compared to the rest of the industry.  Avaya has delayed these types of policies to ease customers through.