Ordering Process Alert Important Update
Critical Success Factor – Ordering Software and Software Support
-Immediate Attention Required-
In 2009, Avaya launched several new customer- and partner-facing applications that depend upon accurate customer master and installed-base data. Several issues have been experienced when our partners and customers use these systems, typically resulting from inaccurate data in existing records. This document outlines several actions required to remediate such problems.
Affected applications include:
· Customer Experience Portal (CXP), which brought SSO integration to customer-accessible sites)
· Product Licensing and Delivery System (PLDS)
· Web Ticketing
Most issues are related to inaccessible records and hosts (including machines, servers, MACs, voice mail domains). Inaccurate records can lead to ordering errors and delays in fulfillment of software and software support, including:
· Inaccessible license orders and license hosts in PLDS lead to implementation delays and increased partner costs when engineers are unable to add, upgrade or apply licenses and software in the customer’s environment.
· Software support may not be provided for a customer location if orders for software or software support lack the correct end-customer account.
Action Required
To avoid issues, the customer FL (functional location also known as the sold/ship to) account on the order must match the existing end-customer account containing existing services and license hosts. Sales and implementation teams must use the following steps to ensure that orders for services, upgrades and additions specify the correct end customer account:
§ Use Avaya PRM Partner View to obtain the correct/new account. Click here for instructions on how to use the PRM application and see the Partner View Sales Support Request job aid for instructions on how to complete these requests.
§ Leverage the Identify a License Host Owner job aid for details on how to search for the owner of existing licenses and Host’s.
Additional guidelines that will improve the overall software experience with PLDS
PLDS Licenses and Support Access Facts:
You will only have access to licenses and upgrades in PLDS if you:
§ Sold the licenses
§ Are a Sold To Administrator for the functional location (also known as the sold/ship to) which owns the licenses
§ You were the only GAI (Group Authorization Identification) on the converted RFA (Remote Feature Activation) record that was brought into PLDS
§ If multiple Partners/GAI’s were added to the record in RFA not all Partners were associated to the record in the conversion.
You will only have access to a Host (machines/servers/MAC’s/Voice Mail Domains/SID’s) if:
§ It is a new Host which you have sold and installed
§ You have sold some of the products that exist on Host
§ You are a Sold To Administrator for the FL which owns the Host
1. Obtain proper access to end customer’s accounts by leveraging the Sold to Administration form/process on our support site, and go to the Delegate Sold To Administration section.
1. Download software and license files, one week prior to scheduled implementations to ensure timely resolution of issues, should these exist.
2. Contact your local IT department immediately when you have identified an issue. Be sure to select any prompt that gets you to an IT associate that will capture the issue and escalate to the appropriate PLDS support team.
USA: 1-866-AVAYA IT (+1-866-282-9248) or 303-354-8999.
EMEA: +44 1483 309800.
Canada and CALA Regions: +1 720 444 0130.
APAC: +65 6872 8700
Germany: +49 69 7505 1234
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