rocky55

Just to let everyone know support.avaya.com will be a paid site shortly after the new year. Unless you work for Avaya they will charge for all information.

If you need anything get it now

jsena

boy, I remember when their site used to be helpful... and when the search engine WORKED. Now it is crap... and they will have customers paying for it?!?

PBXtech.info

 

rocky55

That's part of the change over, still far and away the site with the most information on it. I can't figure out why it was ever free. Not only customers but business partners will be paying for it.

fataldata

Basically the site supports hardware which they sell, and should be free to customers who purchase the product. What happens with the PCN's? Are they planning on making us pay to have the product which they sold to us patched for a service it was supposed to support in the first place? It just seems that they will sell you the product and then charge you again for the manual on how to use it.

__________________
Systems In Use:
S8700 CM3.0 and S8710 CM3.1.1

rocky55

If you have a maint contract you will get a password everytime you need to access the site for a PCN or Firmware. 80% of the installs done now are not done by Avaya technicians, they are done by business partners. Avaya's plan is to raise that number into the 90% range and eliminate the techs (for the most part). Charging for the site will increase revenue as it will make it so customers without a maint contract can't do there own work and business partners who sell maint (Avaya does NOT want to get out of the easy money made from maint) to purchase the software they need. PCN's were never supposed to be free to customers without maint.

My advice is to ask whoever sells you the equipment to have Avaya Techs do the install, that way you'll know the product was installed correctly and registered with Denver. You should also have a maint contract going forward.

P.S. That password will only get you to the area of the site you need to go (example Definity PCN's) and will expire in 72 hours.

ahays

I have checked with most of my sources within Avaya and can find NO ONE that can confirm this. I'd be interested in knowing your source. I would like to gain access to and become familiarized with the process so that I can accurately relay this information to our users in a timely fashion.

That's completely unnecessary and, as a blanket suggestion, is fiscally irresponsible. Avaya's implemention costs are completely unreasonable. All that is required is that the Business Partner technician be trained, certified on the product, registered with the TSO. The customer can request a copy of that certification and references on like installations. There are good and bad technicians on both sides of the fence. I have had to come in behind many an Avaya tech and clean up their mess.

Business Partners are also responsible for final registration of the equipment. The customer can (and probably should) follow up and insure that this task has been completed regardless of whether the install is done by the BP or Avaya. There have been occasions where even Avaya techs have not performed the final registration. Denver's database has also been known to puke on the process even when the system is properly registered by either an Avaya or BP technician and the final registration information mysteriously diasppears.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

wildcattdw

I was wondering where this thread had gone. I too checked around and neither my Avaya Business Partner or my named account executive had heard of such a change.......

Tim

rocky55

I'm a retired Avaya tech who happens to be working on the change over. I can't give you any more info than that as it's proprietory. I can tell you by July 2005 the site will be a pay for use site.

Avaya's current business strategy is to get out of the service part of the business except for Fortune 100 companies, they intend to increase revenue by selling hardware/software and techincal services. Part of that increased revenue will come from support.avaya.com

Like most of this companies other dealings since they became Avaya it will be shady, Avaya lured the business partners in to replace the techs, now that the job is 90% complete they will start hitting the BP's with all sorts of nickle and dime charges to make more money. I was on a conference call about this the other day.

dherve

Rocky55,

I am a tier III tech in Avaya and I never heard this kind of sound!!!

Are you sure about what you are saying!!!! If not please stop to post this kind of sound!!!

Thanks

rocky55

Give me your extension in Denver and I'll fill you in. If you work for Avaya I can give you a link to the proprietory info

ahays

My Avaya Business Partner Account Team would like that link. Please forward your email address (or other contact info) to me in a private message and I'll forward it to them ... or simply provide the link to me in a Private Message (I assume the link is behind the firewall and accessable only to Avaya employees) and I'll forward the link to them.

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

ahays

I've finally received email back from my BP Account Team who, I might add, was very quick to respond to my concerns. This issue was pushed FAR up the ladder for clarification and the following is directly cut-n-pasted from the final response of a senior Avaya executive:

I just got off the phone with Diane Hahn from the Services group and there is NO validity to this statement. Diane is the original owner/developer for the support.avaya.com site and she still works on the team that is involved in further integration with the enterprise Portal. I believe this person is making false claims about Avaya in this third party discussion group.

Now, unless you can provide me with some sort of proof that they're blowing smoke up my skirt, the matter is closed. My personal contact information can be found on my website (see my signature line below). If you care to enlighten me further then I look forward to your call or email.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

Jim Cantwell

There is NO truth to the post that support.avaya.com is going to be chargeable.

As for the search engine, yes it was broken but it is now fixed. Please try again and let me know if you see the same problem.

As for BusinessPartners / PCNs / Avaya direct Services, there is no plan to move these to BPs. Avaya has a channel friendly sales and service strategy. This means we have some BusinessPartners that only sell products, some BusinessPartners that sell products and can deliver a full compliment of services and some BusinessPartners that are somewhere in the middle. So if you, the customer, want to buy from XYZ partner and they can do the install but rely on Avaya for the 24x7x365 service with a 4 hour response time, that is fine. If XYZ can do everything, fine. If XYZ partner only has sales and no services capability, Avaya can fill the services portion. Net, net, the customer decides what is right for them and Avaya and our partners will fulfill accordingly.

I am a current Avaya employee and if you have any questions or concerns, my email is cantwell@avaya.com.

Thank you

Jim Cantwell