Avaya
Maintenance Advantage Plan
When it comes to maximizing the uptime of your Avaya telephone systems, you have a choice. Continuant’s Maintenance Advantage Plan is an affordable alternative to Avaya support and maintenance plans – the alternative they’d like you to believe doesn’t exist. Whether you receive Avaya support for your VoIP system that has been recently installed or upgraded, or an Avaya maintenance contract on a legacy PBX that you need to keep running for the long haul, Continuant has a solution for you that is flexible, affordable and proven. If you have Avaya support on a single system or have standardized on a single Avaya telephone system platform nationally, we’re a great fit. If you have diverse telephone systems – new and old, large and small, Avaya voice and Cisco data – across North America, that’s even better.
Continuant’s Expertise
Continuant’s Tier 3 Avaya NOC engineers have a high level of technical expertise on all Avaya systems and provide expert support. Continuant’s Tier 3 engineers are available to provide immediate access to technical support 24/7. In addition, you will be assigned a dedicated Continuant Named Account Manager. Your NAM will provide a single point of contact for all your needs, and will work to know your team and how your company likes to do business.
Continuant has assembled one of the finest teams of Tier 3 engineers in the nation and maintains a Tier 3 to ports under maintenance ratio of 1:24,000. This ratio is far higher than the OEM’s ratio, which provides Continuant the ability to respond much faster to our customer’s maintenance, repair and technical support needs.
Proactive Prevention and Protection
Every customer is assigned a Continuant project manager and a manufacturer-certified engineer who conducts a Maximum Uptime Analysis™ of your covered systems. Each system is accurately documented and then analyzed for potential problems. The results of the Maximum Uptime Analysis™ are then delivered to you with recommendations to improve reliability, security, and maximum uptime.
Single Point of Contact
Each customer is assigned a dedicated Continuant Account Manager and team who knows your systems and your expectations. Continuant provides you with a single point of contact that will proactively work with you to ensure that your uptime is maximized.
Real Time Technical Hot Line Support
Continuant Tier 3 Avaya engineers are available with virtually no wait, 24/7. Continuant does not restrict your access to technical support for repair issues only. Our Tier 3 Avaya engineers will support you with your MAC work, and will answer any questions that you may have regarding the day-to-day administration of your Avaya system.
Accountability
Continuant will protect your systems by providing a guaranteed Time to Restore. If we ever miss our agreed upon SLA, we will credit your account 50% of that month’s maintenance billing.
100% Guaranteed
If for any reason you are not completely satisfied with our service, you may cancel your agreement during the first year of coverage with no penalty.
Complete Parts and Labor Warranty
Continuant will immediately replace any failed component under coverage. Continuant guarantees that all of your critical components will be kept in stock at all times.
Managed On Site Critical Spares
As part of our Maximum Uptime Analysis™, Continuant conducts a critical analysis of all system components. These components can then be stocked on the customer’s site. Replacement of failed components takes minutes… not hours.
Preventive Maintenance
Continuant will provide an annual inspection of your system to ensure that it is in proper working condition. We will report back to you. When was the last time your existing vendor performed preventive maintenance?
No End-of-Life or End-of-Support Announcements
We guarantee that we will provide full maintenance and support on your legacy system for the life of our agreement. We will not announce end-of-life or end-of-support and will NOT pressure you to upgrade.
Technical Expertise on Legacy Systems
A manufacturer-certified engineer who understands your legacy system is just a phone call away, with virtually no wait, 24/7. Continuant’s maintenance advantage plan provides unrestricted access to technical support for easy resolution of repair issues. Our Tier 3 engineers are also available to provide the support you need for your MAC work, or answer any questions you may have regarding the day-to-day administration of your systems.
Flexibility and Fairness
If you replace a system under coverage, you choose whether to transfer the coverage to the new system or remove the coverage. And, if your system configurations change during the year, your coverage can change with them. Or, in the event of a site closure, you can remove the systems from coverage with no penalty.
Remote Monitoring and Resolution (TDM)
When you work with Continuant for Remote Monitoring and Resolution, you will not have to wait for a site visit. Our highly skilled engineers are available 24/7/365 to analyze your problem and then work remotely to fix it.
Here's How It Works
The first step is to assess your current situation. To do this, we will visit your site, take inventory of your equipment, and record all relevant details such as make/model, and authentication. Then, we will back up all your firmware and your equipment configuration.
When this process is complete, we will secure your system with a Guardian and connect your Analog Line used for Remote Access and Alarm Reporting. The Guardian adds an additional layer of security, right at the physical line, so that only those using secure authentication code will be permitted access to modem and downstream equipment.
Monitoring & Remediation Process
The Continuant Guardian allows an alarm notification out to our Network Operation Center (NOC) via an Analog or POTS line.
Our NOC immediately notifies our manufacturer-certified engineer, and together they will call up the alarming device via remote-access Analog or POTS dialup (or other remote-access method that is in compliance with your corporate remote-access policy).
Our engineers will then analyze the situation, identify the problem, and resolve the issue.
- Q. What systems does Continuant maintain and support?
- Q. Do you maintain Communication Manager, S-Class systems, Definity, and the rest of Avaya’s systems portfolio?
- Q. Do you maintain my voicemail system and other system adjuncts?
- Q. Do you have EXPERT Systems diagnostic tools?
- Q. I want to keep my Avaya legacy systems running “as is” for the next few years, because my plan is to migrate to a unified communications (UC) solution in the future. How does my future plan fit with Continuant’s Maintenance Advantage Plan?
- Q. I have an Avaya Proactive Contact System, formerly Predictive Dialing System (PCS/PDS). Can you maintain Avaya Proactive Contact systems?
- Q. Is Continuant an Avaya channel partner?
Q. What systems does Continuant maintain and support?
In addition to all Avaya systems, we maintain and support all major brands of telephone systems, with a primary focus on Avaya, Nortel, Siemens and Cisco. We also maintain and support Cisco products.
Q. Do you maintain Communication Manager, S-Class systems, Definity, and the rest of Avaya’s systems portfolio?
Continuant provides expert maintenance for the entire portfolio of Avaya telephone systems and adjuncts. Regardless of which Avaya telephone systems you have, you will receive Tier 3 technical assistance and we will guarantee to have all of your system’s critical components, in stock, ready for immediate replacement.
Q. Do you maintain my voicemail system and other system adjuncts?
Continuant maintains all voicemail systems and virtually all adjuncts.
Q. Do you have EXPERT Systems diagnostic tools?
Continuant provides 24/7 real time alarm monitoring. Since our focus is on maintaining system uptime, all alarms are evaluated by Tier 3 engineers who can track trends and make objective decisions, often anticipating failures before they occur and proactively taking steps to insure maximum uptime.
Q. I want to keep my Avaya legacy systems running “as is” for the next few years, because my plan is to migrate to a unified communications (UC) solution in the future. How does my future plan fit with Continuant’s Maintenance Advantage Plan?
Unlike the OEM, Continuant provides an ideal maintenance solution for your legacy systems until you migrate to UC. With our UC experts on staff, we can assist with the migration if and when you would like us to. When the UC migration is complete, you choose what you would like to do next – either have Continuant maintain the UC system, or cancel your Continuant agreement without penalty.
Q. I have an Avaya Proactive Contact System, formerly Predictive Dialing System (PCS/PDS). Can you maintain Avaya Proactive Contact systems?
Yes. Continuant has many Avaya PDS systems under maintenance and the most experienced Avaya PDS technical team available to provide expert maintenance and support. We also offer a full suite of services including training, installation and professional services for Avaya Proactive Contact systems.
Q. Is Continuant an Avaya channel partner?
Continuant operates independently from Avaya. Independence from the original equipment manufacturer (OEM) enables Continuant to provide unbiased consultation and certified support irrespective of OEM policies – policies that frequently serve the best interest of the OEM rather than the customer.
