May 25, 2010
In a recent announcement on the Avaya web site. Effective July 1st 2010 customers that do not have an Avaya maintenance agreement will no longer have access to per incident technical support services which include the following:
Per Incident (T/M) Onsite or Remote support (Service Desk, Backbone and Tier IV Engineering support)
• Parts Replacement support
• Existing or new Service Packs (SW Patches/Updates/Product Correction Notices)
• Rescue Me Support
This policy is applicable to any products that do not have Avaya maintenance support coverage.
Products included in this change include but are not limited to Merlin Legend, Merlin Magix, Partner, IP Office, Definity and Audix communication systems.
In order to obtain support from Avaya a support contract must be in place.
If you have an Avaya or Lucent manufactured communications system there are several options. Other telephone service companies like Telcom & Data exist that provide competing telephone system maintenance contracts. Other options include continue with T&M support or purchasing blocks of support time, which is common on software support. Ricardo Trinidad, the president of Telcom & Data commented that” Telcom & Data would not follow the changes in support and would continue to support T&M customers in any way possible.”
For more information on Avaya phone support changes please visit the Avaya Web Site.