Avaya AD PLDS UpgradeOffer v3

Avaya IP Office Upgrade
or Migration Consulting
SYNNEX wants to help you realize success by making Avaya migrations and
upgrades easier for you and your customers. That’s why we invite you to
expand your service offerings and capabilities with SYNNEX SERVICESolv.
With SERVICESolv Professional Services, you can pursue and win service-
based opportunities by filling in your capability gaps with our robust
portfolio of technical services. SERVICESolv helps you build services
revenue or grow your existing business — with minimal investment.
Pre-Upgrade or Migration Consulting

SYNNEX Services is offering a no-cost consulting engagement for your
customers who want to update their IP Office systems to a current
release either on-premise or in the cloud.
To get started, send a consulting engagement request to

servicerequest@synnex.com.
SYNNEX will provide an engineer to remotely:
»» Coordinate a meeting with you and your customer to discuss the update
»» Guide your customer on the process of retrieving the existing IP
Office files required to create an upgrade quote or migration quote
»» Provide upgrade files to the SYNNEX pre-sales engineering team
»» Provide design to the SYNNEX Account Manager to create a quote for you
»» Provide a custom services quote once scope of requirements
and service offerings have been reviewed and discussed
»» Participate in presentation to customer
»» Answer customer questions regarding upgrade
process, features and benefits
»» Transition project to implementation team, as required
© 2019 SYNNEX Corporation. All rights reserved. SYNNEX, the SYNNEX Logo, and all other SYNNEX company, product and services names and slogans are
trademarks or registered trademarks of SYNNEX Corporation. SYNNEX, and the SYNNEX Logo Reg. U.S. Pat. & Tm. Off. Westcon, Comstor and GoldSeal are 1
registered trademarks of WG Service Inc., used under license. Other names and marks are the property of their respective owners.
IP Office Upgrade Base
The base upgrade offer is intended for a single IP500v2 or Server Edition site.
Custom upgrade offers are also available.
SKU Description Your Cost
SPS-AVA-IPO-UP1 Professional Services, Avaya IP Office Pre-R11 Upgrade $499.00 per system
As part of this offer, SYNNEX will provide:
Project Coordinator
SYNNEX will designate a remote Engineer responsible for overseeing the project:
»» Coordinate equipment delivery, as required
Out of Scope for this offer,
»» Manage change request process
available at an additional cost:
»» Schedule Westcon resources
•• On-Site services — available
Upgrade Avaya IP Office through SYNNEX
We will provide you a remote engineer to assist in upgrading Avaya IP Office:
•• Contact center upgrades
»» Upgrade system software to new release
•• Implementation new
»» Apply firmware updates to base and daughter cards, as required features or functionality
»» Apply software updates to expansion cabinets, as required •• System additions
»» Complete programming changes required to complete the upgrade •• Provisioning non-Avaya
»» Confirm proper operation of system after upgrade provided servers
•• System contains 100+ phones
Upgrade Avaya Voice Mail
•• Solutions other than Avaya
We will provide you are remote engineer to upgrade Avaya VoiceMail Pro: IP Office including third-
»» Upgrade voice mail system software party voice mail systems
»» Perform programming changes required to complete the upgrade
»» Confirm proper operation of voice mail system after upgrade
First Day of Business (Day 1) Support

To ensure the upgrade transition runs smoothly, we will provide a remote
engineer to support:
»» For up to four (4) hours, on a non-dedicated basis, on Note: Some functionality
the first business day following cutover available in the prior release
»» Assist with training, troubleshooting or necessary program changes may not be available in the
new version.
GoldSeal Support
GSS-AVA-IPO-1YR GoldSeal Support, Avaya, IP Office, One Year Pre-Paid, Primary Site $750.00
GSS-AVA-IPO-ADD-1YR GoldSeal Support, Avaya, IP Office, One Year Pre-Paid, Additional Site, per Site. $375.00
Requires purchase of GSS-AVA-IPO-1YR
GSS-AVA-IPO-3YR GoldSeal Support, Avaya, IP Office, Three Year Pre-Paid, Primary Site $2,000.00
GSS-AVA-IPO-ADD-3YR GoldSeal Support, Avaya, IP Office, Three Year Pre-Paid, Additional Site, per Site. $1,000.00
Westcon’s GoldSeal Support provides your customers with unlimited access to the GoldSeal Service Desk during
normal business hours for the term of the contract.
Benefits of GoldSeal Support include:

»» Assist with troubleshooting issues with their Avaya IP Office telephone system
»» Escalate issues to manufacturer as required and manage case until closure
»» How To:
•• Basic Training Refresher

•• Explain features and use
»» Backup of system configuration upon request
Note: This offer does not provide initial end-user training or full
administrator training
Note: Support is delivered per site. Additional sites require the purchase
of GSS-AVA-IPO-ADD-1YR or GSS-AVA-IPO-ADD-3YR per site.
GoldSeal Plus Support
GSS-AVA-IPO-USERP-1 GoldSeal Support, Avaya, IP Office Plus (incl. MAC-D), One Year Pre-Paid, per User/Station. $18.00
GSS-AVA-IPO-USERP-3 GoldSeal Support, Avaya, IP Office Plus (incl. MAC-D), Three Year Pre-Paid, per User/Station. $45.00
Benefits of GoldSeal Support include:

»» Perform remote basic MACs (moves, adds and changes) as requested by the end user
»» MACs are unlimited but do not included re-installation or re-design of solution
unless required to resolve an emergency outage or system defect
»» Severity P3 and P4 MACs must be scheduled in advance
»» If on-site labor or replacement parts are required, the reseller will be responsible to supply them
Coverage
Severity Level Definition Execution Time
Hours
P1 = Critical Required to prevent a likely outage, system down, or risk to life 2 hours 24x7
P2 = High Changes to applications required due to unforeseen circumstances with a 1 business day 8x5
predetermined time frame
P3 = Routine Routine changes to the system with low impact and low risk of issues 2 business days 8x5
P4 = Planned Changes planned for a future date N/A 8x5
Note: Purchase of GoldSeal Plus

without GoldSeal Support is not valid.
Professional Services Block-of Hours
SYNNEX offers pre-paid blocks of hours at discounted rates to support reseller requests that do not fall within the
basic offer. These blocks of hours may be used across any end user and for any Avaya service offered by SYNNEX.
SKU Description Your Cost Cost / Hr
SPS-AVA-HR-IPO Professional Services, Avaya IP Office, Business Hours, 1 hour $125.00 $125.00
SPS-AVA-BOH-10HR Professional Services, Block-of-Hours, Avaya IP Office, Business Hours, $1,150.00 $115.00
10 hours, Pre-Paid
16 hours, Pre-Paid
24 hours, Pre-Paid
40 hours, Pre-Paid
SYNNEX will provide you with the services of a Block of Hours Specific Terms
remote engineer to assist with: 1. Advance scheduling required
2. Engineering labor provided until purchased time has
1. System Administration Support been exhausted — upon exhaustion of the purchased
•• Moves, Adds, Changes time, open cases will be directed to the reseller
•• System Programming 3. Contract valid for 12 months from acceptance
of purchase order. Unused hours will expire at
•• System Reconfiguration
the end of the contract term. Purchasing a new
•• System Upgrades contract prior to expiration will allow for un-used
•• Health Checks hours to be added to the new contract term.
•• System Backup, upon request 4. Time deducted at 30-minute minimum,

15-minute subsequent blocks
•• Best Practice Consulting
5. Out-of-hours (customer local time) M-F and
2. Basic Support Saturdays deducted at 1.5 times — Out-of-hours
Sunday and holidays deducted at 2 times
•• Ad-hoc Troubleshooting
6. Service limited to Avaya IP Office, IP
3. How To: Office Contact Center and SBCE
•• Basic End-User and Administration 7. Manufacturer support contract required for escalations
Training Refresher 8. Manufacturer-authorized training
•• Feature Use courses are out-of-scope
Send a consulting engagement request

Get Started Today! © 2019 SYNNEX Corporation. All rights reserved. SYNNEX, the SYNNEX Logo, and all other SYNNEX company, product and services names and slogans are
to servicerequest@synnex.com.

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Avaya IP Office Upgrade

Pre-Upgrade or Migration Consulting

To get started, send a consulting engagement request to

SYNNEX will provide an engineer to remotely:

SKU Description Your Cost

As part of this offer, SYNNEX will provide:

First Day of Business (Day 1) Support

SKU Description Your Cost

Benefits of GoldSeal Support include:

•• Basic Training Refresher

»» Backup of system configuration upon request

SKU Description Your Cost

Benefits of GoldSeal Support include:

P4 = Planned Changes planned for a future date N/A 8x5

Note: Purchase of GoldSeal Plus

SKU Description Your Cost Cost / Hr

•• System Backup, upon request 4. Time deducted at 30-minute minimum,

Send a consulting engagement request

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