- Our Process
The Avaya Product Lifecycle has moved on. As of July 9, 2018, the Avaya CM6.3 calling suite is End of Manufacturer Support (EoMS). As the name implies, parts and patches for this system are no longer being produced by the manufacturer, and therefore support for the system is harder to find. Thankfully, there is a way for current users of the CM6.3 to receive the support they need.
It might not be time to replace the CM6.3 just yet. For current CM6 users with strong systems, there are several options to keep your system running. Avaya will offer support of its own, but some users might be better off exploring a different option altogether.
When an Avaya system reaches EoMS, Avaya Extended Support begins. With extended support, many of Avaya’s usual support features are included, such a tier III resource access and parts replacement. A natural extension of Avaya’s Product Lifecyle, Extended Support comes automatically after EoMS with no extra cost.
Unfortunately, there are two major drawbacks to Extended Support. When it comes to services such as deploying parts, support is measured on a “best effort” basis and done at Avaya’s own discretion. This becomes a problem when EoMS renders parts scarce. Furthermore, Extended Support isn’t permanent. After a certain amount of time, it will come to an end, and Remote Only support will take its place.
The end goal of the Avaya Product Lifecycle is for users to upgrade their systems. While upgrades can be expensive and time-consuming, it’s worth going over what this option would entail.
CM6 users might feel pressure to upgrade a system when they really don’t need to.
Currently, the Avaya CM7 has also passed its EoMS date, making an upgrade to that system hardly any better than the CM6. As for CM8, Avaya’s newest system, it combines both cloud-based software and SIP connections to deliver the features of a classic PBX for a modern workplace.
The CM8 is a promising system, but it comes at a high cost. As it applies to the CM6 users whose systems are still working just fine, it isn't worth paying for. In cases like these, CM6 users might feel pressure to upgrade a system when they really don’t need to. These users would benefit most from the third and final option.
TPM providers can support systems as old as the CM6.3, perhaps even older.
Avaya systems don’t necessarily need to be supported by Avaya itself. Third Party Maintenance (TPM) is when a different company, or rather a third party, provides support for an Avaya system in lieu of the OEM. Independent of the Avaya Product Lifecycle Policy, TPM providers can support systems such as CM6.3, and even systems that are far older.
TPM is cost effective, and offers all the features of Avaya extended support, from Tier III engineer access to parts replacement, plus all around better service for a price lower than Avaya's. On top of that, TPM providers follow your timetable, not the OEM’s, meaning that regardless of where your system is on the product lifecycle, you’ll be able to get the same level of support.
Continuant is a TPM provider with multiple decades of experience with Avaya systems. With our Maintenance Advantage Plan (MAP), we can keep legacy systems running to maximize uptime. Best of all, our support doesn’t wane as the years go by, meaning you won’t have any pressure to upgrade.
Outages, incidents, and parts scarcity are all serious problems for legacy PBX owners. Even strong systems are constantly at risk of experiencing any one of these things, leaving its users disconnected in the aftermath. Our MAP aims to do away with these problems with its own suite of support features.
Our team of certified Tier III engineers and field technicians constantly monitor an array of alarms, ever vigilant for problems both actual and potential. This team provides incident management on a 24/7 basis, both on-site and remote, all to ensure that normal service operation is restored as quickly as possible, and business impact is limited.
If a part needs to be repaired or replaced, we’ll be able to provide it for even the oldest systems.
With industry leading Service Level Agreements (SLA), our MAP guarantees restoration in the wake of an outage. In addition to that, our teams keep a stock of spare parts from all kinds of systems. If a part needs to be repaired or replaced, we’ll be able to provide it for even the oldest systems.
The advent of new technology can make legacy PBX users, particularly users of the CM6.3, feel pressure to spend time and money on an upgrade. We know that you want to extend the life of your Avaya CM6.3 for as long as possible, even if it is no longer supported by the manufacturer.
For over 20 years we have been offering world-class PBX support to organizations across the globe, keeping their systems running like the day they bought it.