latitude12
Technical User
So, who's ready for Monday then?
Purchased your support hours?
Got your FL number?
Purchased your support hours?
Got your FL number?
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Avaya SME tech support
- Thread starter latitude12
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hairlessupportmonkey
IS-IT--Management
FL number = F**ken Lucky number
Just make 10.000 cases today 
I think they have a problem then
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
I think they have a problem then
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
You made them before it is the 26th
I am only joking, it is not that bad.
You only pay when it is not a bug so you must be very sure that you have filtered out programming faults.
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
I am only joking, it is not that bad.
You only pay when it is not a bug so you must be very sure that you have filtered out programming faults.
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
amriddle01
Programmer
Thing is tlpeter they need to accept and look at the case before they can see for themselves it is a bug you have, so do they do that before asking for money or get the money and refund if it is a bug, I can't see how it is going to work
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
fair point andy, hopefully it will just encourage us all to be a bit more thorough.
ACSS-SME
Get well soon Aaron.
ACSS-SME
Get well soon Aaron.
I thought it is they look at it and when it is a bug then they fix it.
If it is a programming fault then you can let it be fixed but you pay or they stop looking at it.
I am not completely sure, intrigrant spoke to them.
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
If it is a programming fault then you can let it be fixed but you pay or they stop looking at it.
I am not completely sure, intrigrant spoke to them.
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
amriddle01
Programmer
That's the only way I could see it working, but that would make a nonsense of the hours thing, what is counted as the hours? The initial looking and then the fixing or just the fixing and does that include their coffee breaks i.e how are you to know how long they have taken to fix it and they aren't just screwing you over
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
That is my concern too.
You need to be very clear in what you mean and you have to do much yourself.
You need to be very clear in what you have found and why it is happening and try different ways to recreate the bug.
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
You need to be very clear in what you mean and you have to do much yourself.
You need to be very clear in what you have found and why it is happening and try different ways to recreate the bug.
ACSS IP Office
APSS IP Office
APSS UC
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!
intrigrant
Systems Engineer
These are the concerns we also have.
Tier III will accept all cases and first investigate if the problem is a bug or not, if not then the paid support starts only if you want to continue with the case.
Bug fixes will be fixed without any charge.
___________________________
Call Avaya, costs only €400 per hour, you must buy at least five hours.
But then you can talk to a REAL expert....
Now that is what i call support.
Tier III will accept all cases and first investigate if the problem is a bug or not, if not then the paid support starts only if you want to continue with the case.
Bug fixes will be fixed without any charge.
___________________________
Call Avaya, costs only €400 per hour, you must buy at least five hours.
But then you can talk to a REAL expert....
Now that is what i call support.
amriddle01
Programmer
That kind of issue would hopefully be ironed out during your own troubleshooting/diagnostics ideally, if not it will be an expensive lesson for you
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
I just dont see how something would go to Tier III or IV if it were not a bug. Catalyst and others offer all the needed troubleshooting for basic stuff. Is the charging really directed at us or is it being directed at people that do not have access to reseller support that are buying grey market etc.
amriddle01
Programmer
If that's the intention we are really p1ssing on Avaya's bonfire by helping people here
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
ACSS Small and Medium Enterprise (SME) Communications
"What the Crocodile Hat....was that?
I just wish they could make up their minds about the SME side of the house. They produced the IP Office to push the SME directly into the hands of the Business Partner market with no direct sales and limited direct support. SME has always been considered a drag on the financials and it goes back to the AT&T and Lucent days. Avaya hasn’t been a great resource for support on the IP Office since it hit the market, BPs and user groups like this provide the best and most reliable information.
<<< Coming from an x-Avaya field support tech. 1997-2007
I learned more about the IP Office in the past 3 years than I learned while working in the field at Avaya.
<<< Coming from an x-Avaya field support tech. 1997-2007
I learned more about the IP Office in the past 3 years than I learned while working in the field at Avaya.
I haven't really kept up with this, as I support myself, and haven't opened a ticket with Avaya since I stopped working at the distributor level, but what's the deal with this? How does an end user get support? I know they need to have a BP, but do they need to have a maintenance contract to have a ticket open? How does the BP end up passing the cost of Avaya support to the customer.
Little clarification would be helpful so I can explain to others what the new deal is.
Little clarification would be helpful so I can explain to others what the new deal is.
depends how you look at it.
on a scale of:
customer>bp>disti>avaya.
there should never be a customer cost.
if something gets to avaya and isnt a bug, and is a programming error and incurs a charge from avaya, then the bp or disti should pick up the cost for
A: programming it wrong.
B: not spotting it.
If it gets to avaya and is a bug then there is no charge, BUT the BP/disti will need to have hours in the bank to allow it to progress, those hours will then be refunded if its a bug.
thats how i understand it anyway.
flame shield up.
ACSS-SME
fo shizzle ma nizzle.
on a scale of:
customer>bp>disti>avaya.
there should never be a customer cost.
if something gets to avaya and isnt a bug, and is a programming error and incurs a charge from avaya, then the bp or disti should pick up the cost for
A: programming it wrong.
B: not spotting it.
If it gets to avaya and is a bug then there is no charge, BUT the BP/disti will need to have hours in the bank to allow it to progress, those hours will then be refunded if its a bug.
thats how i understand it anyway.
flame shield up.
ACSS-SME
fo shizzle ma nizzle.
i dont know how it works elsewhere to be honest. im in the uk.
im at bp level. our customers have contracts with us. none have direct support from avaya. they go through us.
ACSS-SME
fo shizzle ma nizzle.
im at bp level. our customers have contracts with us. none have direct support from avaya. they go through us.
ACSS-SME
fo shizzle ma nizzle.
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