Avaya support

[woodsidebrian]

Does anyone understand the reason for the Avaya registration and certification process for switch and voicmail equiptment. I work for a large company with about 50 offices nationwide. We regularly close offices and open new ones. Therefore, I constantly have a stock of various types of switches and voicmails that I deploy to new offices. I just completed an install of a G3 and Intuity, which came from seperate offices. Both were purchased from an Avaya certified partner and were certified by Avaya and had Avaya direct maintainance on them. When I moved them to the new location, Avaya would not give me support on them during the install since they had no record of the new location. I was willing to pay the $300 per half hour for support and even had my account manager on the phone with the support people to let them know I was an enterprise customer and was not trying to break into someone else's switch. It is my opinion that I own the hardware and right to use on the software, so I should be entitled to any support I am willing to pay for. Cisco does not require you to have a certified Cisco partner certify their equiptment. Microsoft does not send techs out to peoples homes and offices to install Windows. Why does Avaya insist on doing business this way?

 

[mm111]

Woodsidebrian,
Your relocation issue of Definity & Intuity products can be resolved in this way. Your vendor needs to submit a Definity registration form which shows the new location of the equipment being installed at. You need to supply the original sold to or IL # along with a dial up number for both the PBX and Intuity Audix. The next step is for the vendor to actually call into the Inads registration group to test the dial up location weather you have maintenance or not. Passwords then can be readjusted as necessary for thier side and yours as well as for the Avaya Business Partner. Then, when you or your vendor calls Avaya, there is an automatic registered location for them to assist you at. The service side of the house is separate from the Inads registration group for security issues from within Avaya. We are the original AT&T dealer who helped start AT&T/Avaya work with independent companies. We know the pain and deal with this everyday with Avaya as they change thier rules with new management. I belive we can help if you would like to contact us outside this forum. Its paperwork and knowing who to call to get things done. Actually, the process works if you know the in's and out's of Avaya.
Thanks,
MMM111

 

[ken07734]

Keep in mind you do not own the RTU's you purchase, Avaya has the right to cancel those at any time they feel fit. You are only paying a one time licensing fee to use the feature or port.

 

[Papagigo]

woodsidebrian,

Avaya likes to be slightly involved by "re-certifying" the switch after the move. This protects you as well as AVAYA. For a slight fee, they send out someone to make sure the switch is installed in a clean, dry, well lit space and (should be) trained to make sure the bonding and grounding has been properly done.The also set up the remote alarming and test it. If something fails after the tech leaves, it's covered if you have the maintence. Also when QPPCN are sent out to the field AVAYA will know where to send it.



Mike Higgins