- Our Process
Avaya’s systems operate on a Product Lifecycle with two end dates its users need to watch out for. After the End of Sale (EoS) date, Avaya will no longer sell the system in question, and after End of Manufacturer Support (EoMS), manufacturing for the system will stop entirely, meaning no more patches will be written and making parts less available.
After EoMS, Avaya will offer its Extended Support, which comes with a reduced suite of support features. Fortunately, there’s another option available for those looking to keep their older Avaya systems running: Third-Party Maintenance (TPM).
TPM is when a third party with the proper qualifications supports an Avaya phone system in place of Avaya’s direct support. TPM generally comes at a better price than Avaya’s support and provides a higher level of support, including Tier III support and often a guaranteed parts replacement.
TPM comes without strict end dates, but that doesn’t mean it requires a longstanding commitment. A TPM contract can last for several years, or it can be a temporary arrangement. Temporary contracts are perfect for companies looking to keep their systems running during system transitions. For Valley Medical Center, a large healthcare organization in the Seattle area, its contract allowed it to receive TPM for its Avaya systems at all its major locations while transitioning to a new Cisco solution.
It’s important to note that TPM won’t always be the best fit for an Avaya user. Despite the extra costs involved, some Avaya users choose to upgrade and follow the Avaya lifecycle.
Alternatively, Avaya users that have stable environments with systems recently past EoMS stand to gain the most from TPM. As these users continue to use their EoMS systems, they’ll need parts replacements and Tier III incident management. These things aren’t so easy to get with Avaya Extended Support, but with a TPM they come easily and with a better price with no forced upgrades.
This is especially true for companies with plans to transition to the cloud. Certain Avaya users likely anticipate a full cloud transition within the next 3-4 years. For them, TPM allows their legacy systems to keep running during the transition creating a failsafe. In some cases, a TPM provider can even assist with deploying and maintaining the new cloud solution.
The primary value of a full system upgrade is access to resources from Tier IV engineers, namely new code and software patches for various Avaya systems. While new code and patches might seem indispensable, most Avaya users whose systems are stable don’t need it. Tier III resources will keep these systems running and will ultimately cost the system owners much less.
Upgrades aren’t the only solution to problems with your system, and there are support options that go beyond “best effort.” TPM providers, like Continuant, can provide value to Avaya system owners by offering a service better than Extended Support at a more cost-effective rate than an upgrade.
TPM can keep an Avaya phone system running well beyond its appointed lifespan. As a TPM provider with decades of experience, Continuant can bring value to any company looking to avoid expensive upgrades and get service beyond what the OEM can offer.
For 24+ years we have been providing phone system maintenance for Fortune 1000 companies across the globe, often saving them up to 40% in cost.