Skip to content
Connect with us
    September 3, 2020

    Continuant's Approach to Avaya PBX Maintenance and Support

    Third-Party Maintenance (TPM) is the best solution to keep a legacy Avaya system running. This is especially true for systems past End of Manufacturer Support (EoMS). While Avaya Extended Support offers scaled-back services, a TPM provider can offer more support features at a better price. We offer this kind of maintenance to our customers with our Maintenance Advantage Plan (MAP).


    Avaya Maintenance and Support Tailored to Your Business Needs

    As a TPM provider, we have been providing support and maintenance for Avaya products for more than 25 years. Our customers include Fortune 500 organizations such as 3M, Kellogg’s, and Capital One. They receive reduced costs, accessible experts, and support far beyond “best effort."

    Continaunt's PBX Maintenance and Support

    • No pressure to upgrade
    • Tier 3 engineer access
    • 24/7 Global US-based support
    • Industry leading SLA
    • No required software support
    • Guaranteed parts availability
    • Dedicated support team
    • Cost savings
    • Event Management 
    • Incident Management
    • Service Delivery

    Download our Capabilities Statement (PDF) to learn how we can keep your PBX running after Manufacturer Support ends.

    No Pressure to Upgrade

    Our focus is on your needs and your timeline. We won’t pressure you to upgrade— ever.

    Tier 3 Engineer Access

    24/7/365 access to incident management and TAC (Technical Assistance Center) from our Tier 3 engineers.

    24/7 Help Desk Access

    Our support teams are based in the US, but they remain capable of helping customers all over the world. We provide 24/7 access to a Global Service Desk 365 days a year.

    The Global Service Desk is the primary point of contact for all our customers. We assist them with the following activities:

    • Perform initial analysis, troubleshooting, and diagnostics for Event Management
    • Fulfill Service Requests for the customer
    • Provide proactive communication of service delivery
    • Manage escalations to ensure timely and high-quality resolution
    • Provide life-cycle management of all service requests and incidents
    • Provide Technical Support for general advice and help on covered systems

    Industry-Leading SLA

    A system outage can cause serious problems, especially in older systems. We can guarantee a full system restoration in record time, regardless of the age of the system.

    Our Service Level Management (SLM) tracks performance against service level targets or Service Level Agreements (SLAs). These allow us to report on service levels, when applicable, according to an agreed-upon schedule.

    Cost Savings

    Our Maintenance Advantage Plan is built to be as cost-effective for its users as possible. Its price point is based on the standard cost of Avaya Extended Support. On average, we save our users 40% on maintenance costs.

    No Required Software Update

    No need to pay for additional support for systems that still work.

    Guaranteed Parts Availability

    Our parts replacement policy goes beyond “best effort.” Early in the process, we’ll examine your environment and stock the parts you need to ensure they’re always available. We can guarantee the right parts for the right systems, including parts past EoMS.

    We will repair or replace any defective equipment with a new or refurbished model. The spare parts and refurbished models we collect are effectively tested and guaranteed to work every time.

    Dedicated Support Team

    We provide each customer with a dedicated support team. This team is a single point of contact who knows each customer’s systems and history.

    This team consists largely of Tier III Engineers with the proper OEM certifications and access to the Technical Assistance Center (TAC). Through the TAC, the support team can answer any question about the covered environment.

    Event Management

    Event Management will allow us to monitor your systems and define key events for specific components. We will also provide structured levels for notifications when those events occur.

    Incident Management

    Our Incident Management is designed to mitigate the impact of outages or other problems. Along with our onsite deployments, we offer 24/7 remote Incident Management. This includes remote diagnostics, troubleshooting, and support for onsite personnel.

    Service Delivery

    Our service delivery is second to none. From our in-house Network Operations Center (NOC), our engineers watch various alarms — always ready to deploy at a moment’s notice. Our experts also work closely with our network of 2,000 Field Techs.

    Image of Continuant Network Operations Center

    Continuant Network Operations Center

    Transitioning to the Cloud

    MAP contracts include support during a cloud transition. We’ll help you build a bridge to the cloud while also maintaining your legacy systems during the transition.

    Transitions happen at different times for different organizations. From what we’ve seen, those planning to transition in 3-4 years' time have tremendous success with our services. They receive half a decade of service on their legacy systems and in-depth planning for a cloud solution.

    Our MAP will ensure your systems function efficiently during the transition. This will help protect your investment. As Microsoft's 2020 Global Partner of the Year for Calling and Meetings  and 2023 Global Partner of the Year for Converged Communications, we can help deploy your new Microsoft Teams solution.

    Keep Your PBX Phone System Running

    As an alternative to Extended Support, Third-Party Maintenance offers a plethora of services. Our Maintenance Advantage Plan provides the support you need at a reduced cost.

    For more than 25 years, we have provided phone system maintenance for organizations of all sizes across the globe. We've saved many of our customers up to 40% in cost.

    Request a quote today to see how you can save money and increase uptime with Continuant MAP.


    Request a quote


    * Editor's Note: This article was originally published in September 2020 and has been revamped and updated for accuracy and comprehensiveness.

    Bruce Shelby

    Chief Sales Officer and Co-Founder Bruce Shelby, began his career in the telecom industry in 1984, holding various positions in sales and sales management. In 1996, Shelby joined Doug Graham in founding the company that would later be known as Continuant: Telecom Labs, Inc. (TLI).

    Other posts you might be interested in

    View All Posts