Avaya IP Office Support Plans
As an Avaya Platinum Partner, STL Communications is pleased to offer the best support plans available for your Avaya systems. All plans are managed and serviced directly by the STL support team and include co-delivery Avaya Tier3/4 support managed by STL.
Required Support/IP Office Support Services (IPOSS)
The minimum level of support for any Avaya system and is required by Avaya to have access to software patches and firmware updates. STL will identify, verify and remotely apply any software patches and firmware updates as recommended by Avaya. Also includes access to full software upgrades to the latest release of software as made available from Avaya and recommended by STL. Hardware and labor required for patching, firmware and upgrades is not included.
- Software patches
- Firmware updates
- Full software upgrades to latest release
Essential Support
Includes “Required Support” and adds parts replacement and remote labor coverage. If any covered part fails, STL will ship the replacement part (overnight if service affecting) and after delivery of the part to the customer, STL will provide phone support to assist the customer in replacing the defective part. Labor to install full software and hardware upgrades is not
included. If a technician is dispatched to site, normal labor rates plus a trip charge applies.
- Software patches
- Firmware updates
- Parts replacement
- Remote labor
- Full software upgrades to latest release
Preferred Support
Includes “Required and Essential Support” and adds STL onsite technician labor with 24×7 remote monitoring. In the event of a parts failure, STL technicians will bring the replacement part onsite, replace the defective part and ensure the system is fully operational before leaving the customer site. 24×7 remote monitoring notifies both STL and the customer any time the system is not functioning properly. Hardware and labor required for upgrades is not included.
- Software patches
- Firmware updates
- Parts replacement
- On site labor
- 24×7 remote monitoring
- Full software upgrades to latest release
Preferred Plus Moves and Changes Support
Includes all coverage offered in Preferred Support and adds unlimited remote Moves and Changes required by customer to support normal business activity within the original system design and configuration. Hardware and labor required for upgrades is not included.
- Software patches
- Firmware updates
- Parts replacement
- On site labor
- 24×7 remote monitoring
- Moves and Changes
- Full software upgrades to latest release
