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Maintaining Legacy Systems After Avaya End of Support

Jon Shelby
August 20, 2020

Many companies all over the world still rely on Avaya systems to stay in touch. These Avaya systems have often been used for decades. Once the Avaya End of Sale date rolls around, it’s only a matter of time before the system reaches End of Manufacturer Support (EoMS).

Fortunately, EoMS doesn’t have to be the end. There are ways to keep your system running even after Avaya no longer offers its full support.

The Avaya Product Lifecycle

Avaya’s products follow what Avaya calls the Avaya Product Lifecycle. From CM4 to CM8, each system will eventually reach a point when Avaya will no longer sell it. After this, it will reach another point when Avaya no longer supports it – what Avaya calls “End of Manufacturer Support”.

There are three points in the Product Lifecycle: End of Sale, End of Support, and End of Manufacturer Support.

Avaya Lifecycle

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

Avaya End of Sale

As the name implies, Avaya will cease to sell the product in question after the End of Sale date arrives.

End of Sale marks the beginning of a 1 to 3-year manufacturer support period. During manufacturer support, most of Avaya’s services are available including bug fixes, parts replacement, and even system expansions. However, any hardware-related support depends on business factors such as parts availability.

Avaya End of Manufacturer Support

End of Manufacturer Support marks the end of the manufacturer support period. This means parts for the respective systems may no longer be manufactured. Certain Avaya support features will also no longer be available.

Following EoMS is a period of Extended Support. Extended Support’s length varies depending on product availability and other business factors. This support period generally lasts three years for hardware and five years for software.

Extended Support comes with fewer features than Manufacturer Support. Hardware repair and replacements happen on a “best-effort” basis. Furthermore, Extended Support customers will not have access to Avaya’s Tier IV resources.

End of Extended Support (Remote Only and Indefinite Access)

Extended Support will eventually end. When it does, Remote Only Support begins. During this period, Avaya will only offer remote support. This means no more parts replacements or on-site deployments.

After Remote Only is the final phase: Indefinite Access. Indefinite Access has no set timeframe and could theoretically last for any number of years after Remote Only End of Support ends. However, it includes an even more reduced list of features.

Customers in this phase have access to all Avaya intellectual property, but they will only receive technical support and parts replacements on a paid per instance basis. Even with Per Instance Support, parts will only be available at Avaya’s discretion.

Keeping Your Avaya Systems Running

What can you do to keep your Avaya systems running past End of Sale? Upgrading to the newest Avaya software release would reset the Product Lifecycle. However, many Avaya customers find the significant cost unmatched by the benefit of some feature enhancements. Fortunately, users who would prefer to not upgrade can choose between Avaya’s Extended Support, transitioning to the cloud, and Third-Party Maintenance.

With the help of a TPM provider, you’ll keep your older Avaya systems running like they’re brand new.

Option 1: Avaya’s Extended Support

Avaya’s Extended Support includes technical support from Tier I to Tier III. With Tier III support, customers will have access to almost anything short of software patches. This includes workarounds for known issues, available corrective content, standard configuration guidance, and root cause analysis. Parts replacement will also be available based on what is commercially reasonable.

Option 2: Transition to the Cloud

Most organizations are planning to transition to the cloud. Avaya will even recommend cloud-based solutions for their users.

For most, Microsoft Teams is a reliable option for replacing an Avaya PBX. It has many of the same features, and can be seamlessly integrated with an existing Public Switched Telephone Network (PSTN) provider. It enables efficient collaboration across any device, from a desk phone to a laptop.

Option 3: Avaya Third-Party Maintenance

The last option, but certainly not the least, is Third-Party Maintenance (TPM). TPM is a host of services provided by third-party PBX specialists. Organizations who provide TPM aren't bound by the Avaya Product Lifecycle or similar regulations. They can offer a higher level of support for a better price.

TPM providers, such as Continuant, have access to Tier III resources and provide support well beyond EoMS. TPM will keep your legacy Avaya systems running like they’re brand new with no reduced support or costly upgrades.

Keep Your System Running and Save Costs

Whether you want to keep your phone system running for years to come, or you are considering transitioning to a cloud solution, we have in-house engineers and customer service to support your communication technology.

For more than 24 years, Continuant has been providing phone system maintenance for Fortune 1,000 companies across the globe — often saving them up to 40% in cost.

Which option is best for your organization? Request a quote today to see what our maintenance can do for your systems.

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

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