Support Services Essentials

D E T A I L E D
S E R V I C E S
O F F E R
Support Services for IP Telephony and Network Infrastructure applicable for CPP Essentials
This document was created for information purposes only; therefore it has no contractual value. For contractual terms, please refer to your CPP contract. The current document version is undergoing changes, following portfolio evolutions. An updated version will be available in Q4/2011. Please make sure you download the latest version at that time.
All Rights Reserved Alcatel-Lucent 2011
Summary
INTRODUCTION TO SUPPORT SERVICES .................................................................................................. 4
What you will find in this document .......................................................................................................................................... 4
SUPPORT SERVICES AT A GLANCE .............................................................................................................. 5

Support Services offers .............................................................................................................................................................. 5 Support Services eligibility ......................................................................................................................................................... 6 Solutions detailed categorization for service............................................................................................................................. 7 The Alcatel-Lucent Technical Support organization .................................................................................................................. 7 SLA committed by A-LE Technical Support ................................................................................................................................ 8
SUPPORT SERVICES IN DEPTH DESCRIPTION......................................................................................... 9

Software Maintenance Service (SMS) ........................................................................................................................................ 9 What you get for what you pay ............................................................................................................................................. 9 Key Benefits ........................................................................................................................................................................... 9 SMS specific rules .................................................................................................................................................................. 9 Software Evolution Service (SES) ............................................................................................................................................. 11 What you get for what you pay ........................................................................................................................................... 11 Offer value ........................................................................................................................................................................... 11 Key benefits ......................................................................................................................................................................... 12 Contract management rule .................................................................................................................................................. 12 Hardware Support ................................................................................................................................................................... 13 Within warranty period ....................................................................................................................................................... 13 After warranty period IP Telephony and Network Infrastructure offer alignment .......................................................... 13 A new unique catalog for IP Telephony and Network Infrastructure with readjusted prices ............................................. 14 An adapted ordering tool..................................................................................................................................................... 14 New hardware support services: ......................................................................................................................................... 15 Hardware support for Network Infrastructure ........................................................................................................................ 16 Support Service Pack offer description ................................................................................................................................ 16 What you get for what you pay ........................................................................................................................................... 16 Service management rule .................................................................................................................................................... 18 Support Service Pack Offer value ......................................................................................................................................... 18 Key benefits ......................................................................................................................................................................... 18
PRICING ..............................................................................................................................................................19
Terminology ............................................................................................................................................................................. 19 Pricing for IP Telephony ........................................................................................................................................................... 19 Pricing rules for the OmniPCX Office ................................................................................................................................... 19 Pricing rules for the OmniPCX Enterprise and Applications ................................................................................................ 21 Price for renewals ................................................................................................................................................................ 22 Pricing rules for Network Infrastructure (Data Solutions) ....................................................................................................... 23
QUOTING THROUGH ACTIS .........................................................................................................................27

Quoting for the OmniPCX Office and ECS ................................................................................................................................ 27 Quoting for the OmniPCX Enterprise and Software Applications ............................................................................................ 28 Quoting for Network Infrastructure ........................................................................................................................................ 28
ORDERING .........................................................................................................................................................29
Ordering IP Telephony ............................................................................................................................................................. 29 Ordering Office Solutions (OmniPCX Office) ........................................................................................................................ 29 Ordering the OmniPCX Enterprise and Software Applications ............................................................................................ 29 Ordering Network Infrastructure (Data Solutions) .................................................................................................................. 29
All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09
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ADD-ONS AND SOFTWARE UPGRADE ......................................................................................................30

Add-ons & software upgrade rules for IP Telephony .............................................................................................................. 30 Add-ons & software upgrade rules for OmniPCX Office ...................................................................................................... 30 Add-ons & software upgrade rules for OXE and Software Applications .............................................................................. 30 For systems or applications covered by a contract.............................................................................................................. 30 For systems or applications owning an expired contract .................................................................................................... 30 For systems or applications that have never been covered by a contract .......................................................................... 31 Add-ons & software upgrade rules for Network Infrastructure (Data) ................................................................................... 32
RENEWING YOUR SUPPORT SERVICE ......................................................................................................33

How to renew your Service for IP Telephony .......................................................................................................................... 33 OmniPCX Office .................................................................................................................................................................... 33 OmniPCX Enterprise and Software Applications.................................................................................................................. 33 How am I notified of my Renewal Date? ........................................................................................................................... 33 Quote and order a renewal ................................................................................................................................................. 33 Renewal timeframe ............................................................................................................................................................. 33 Changing the Auto-renew option ...................................................................................................................................... 34 How to renew your service for Network Infrastructure .......................................................................................................... 34
CONTRACT MANAGEMENT PROCESS DESCRIPTION (FOR OMNIPCX ENTERPRISE AND APPLICATIONS) ...............................................................................................................................................35
Contract duration .................................................................................................................................................................... 35 Service upgrade from SMS to SES ............................................................................................................................................ 35 Contract take-over ................................................................................................................................................................... 36 List of manual processes for contract change ......................................................................................................................... 36
SERVICE REQUEST PROCESS FOR SUPPORT SERVICE ........................................................................37 OTHER RELATED DOCUMENTS: .................................................................................................................38 CONTACT INFO .................................................................................................................................................39 LIST OF TERMS AND ACRONYMS RELEVANT TO THIS DOCUMENT. ..............................................40 INDEX ..................................................................................................................................................................41
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Introduction to Support Services

Through the Support Services Offer, Alcatel-Lucent commits to providing the expertise, tools and technologies that you need to support your customers IP Telephony, Network Infrastructure & Security, and/or multi-vendor converged networks. Alcatel-Lucent Enterprise Services will offer you a single point of contact and accountability for designing, building, and managing your customers networks - including the products and applications to help you lock-in your customers and enhance revenue. Software Support Services offer includes software maintenance and evolution. The offer grants Business Partners resolution time SLAs, added-value service including software releases and an overall software evolution insurance. By offering technical assistance and application upgrades, Software Support Services keep systems running to the highest standard and with optimal efficiency. Customers benefit from consistent reliable performance and an increased return on investment. Hardware Support Services ensure hardware reliability by offering to repair or replace defective products faster and more efficiently than our competitors. Uninterrupted hardware support worldwide, enhanced leadtimes and volume discounts will help customers save time, cut costs and enhance customer service.
What you will find in this document

The Software Support Services Essentials aims to cover all the questions one can ask concerning Support Services. The document browses all rules referring to support across the entire Alcatel-Lucent Enterprise product portfolio. Going from offer presentation, elements, benefits and how to sell for each service, solutions coverage, the ordering process, contractual topics (eligibility, coverage, pricing, discounting, add-ons and upgrades, renewals) it is meant to be a complete support for anyone interested in Support Services. For even more specific questions, further documentation is available, listed on page 41. For any questions please do not hesitate to contact our teams. The contact information is also available on page 42.
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Support Services at a glance

Support Services offers
Through technical support, software release upgrades, and in some cases hardware support, the Support Services keep systems running to the highest standard and with optimal efficiency. Customers gain the advantages of consistent reliable performance and an increased return on investment. The Support Service provided is products/solutions dependant: different support models are proposed for IP Telephony and Network Infrastructure products. Inside these products category, some specificity may also apply. The following chapter describes these offers in detail, including eligibility conditions and any other specific features that may exist.
Currently, three support offers are available: Software Maintenance Service (SMS):
Technical Support for Assistance and Problem Diagnosis to ACSE & ACFE only Software corrections and Service duration: Yearly maintenance releases contract
Software Evolution Service (SES):

Technical Support for Assistance and Problem Diagnosis to ACSE & ACFE only Software corrections and Free access to all Major and Service duration: Yearly contract Multiyear contracts maintenance releases Minor Releases
Support Service Pack: (for Network Infrastructure)

Technical Support for Assistance and Problem Diagnosis to ACSE & ACFE only Software Releases upgrades: Maintenance, Minor and Major (depending on the products service category) Hardware warranty extension
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Support Services eligibility

Alcatel-Lucent Solutions
OmniPCX Enterprise Solutions
SMS
One year mandatory at purchase Eligible if software version is active for 12 month at the time of of purchase.
SES
Eligible if the installed software version the latest.
Hardware support
13 months legal warranty After this period, catalog on demand
OmniPCX Enterprise Applications

Alcatel-Lucent OmniTouch Contact Center Premium Edition, Alcatel-Lucent Contact Center IVR and Contact Center Outbound Alcatel-Lucent OmniTouch Unified Communications
Not applicable
One year mandatory at purchase SES is the only support service covering applications
OmniPCX Office and Applications
Mandatory at purchase Eligible if software version is active for 12 month at the time of purchase.
13 months legal warranty After this period, catalog on demand Not applicable
VitalSuite Performance Management Software and Vital QIP Applications
Not applicable
One year mandatory at purchase SES is the only support service covering applications
Network Infrastructure
Not applicable Mandatory at purchase
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Solutions detailed categorization for service
Alcatel-Lucent Solutions List

Alcatel-Lucent OmniPCX Office
Alcatel-Lucent OmniPCX Office Alcatel-Lucent Extended Communications Server
Alcatel-Lucent OmniPCX Enterprise solutions:

Alcatel-Lucent OmniPCX Enterprise Alcatel-Lucent OmniVista 4760 Network Management
Alcatel-Lucent software applications

Alcatel-Lucent OmniTouch Unified Communications, My Teamwork Alcatel-Lucent OmniTouch Contact Center Premium Edition Alcatel-Lucent OmniTouch CCIVR Alcatel-Lucent OmniTouch Contact Center Outbound Business integrated Communications Solution (BiCS) Alcatel-Lucent VitalSuite Performance Management Software Alcatel-Lucent Vital QIP Alcatel-Lucent GETS
Alcatel-Lucent Network Infrastructure

Alcatel 7750, 7450 and 5620 OmniAccess 8550 (Web Services Gateway) WLAN appliances & switches Software Applications (Authentication, Advanced routing...) Network Management (OmniVista) OmniSwitch 10K, 6250, 68xx, 66xx, 9x00, 8800, Omni-3, Omni-5, Omni-9, 7x00 OmniStack 62xx OmniS/R (OmniS/R-3,-5,-9) Alcatel-Lucent 8950 AAA
The Alcatel-Lucent Technical Support organization

Worldwide organization for worldwide coverage: - Technical Assistance Center - Technical Expertise Center - Field expertise (if required, 250 experts at your service 200 experts + 50 field experts (15 years of experience average per expert) - 1000 square meters Lab - 4 spoken languages (English, French, Spanish, and German) Common SLA commitment for Voice-Data-Security Our 2008 customer satisfaction rate surpasses the market average
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SLA committed by A-LE Technical Support

Alcatel-Lucent Technical Support shall respond to problems according to the following chart: A-LE Severity Definitions Response Targets End Users telecommunications network or a major Emergency business application is down, causing a critical impact to 60 Minutes Severity 1 business operations if service is not restored quickly. (Critical issues Severity 1 cases are processed 24 hours a day 7 days a week. must be reported A-LE requires that an ACSE of VAD or of the Indirect or followed up via Reseller be onsite to qualify the issue as a Severity 1, and telephone) remains assigned on site till closure of the emergency situation. End Users service is not down but telecommunications 4 Business Hours Critical network or a main business application is severely (High issues must Severity 2 degraded with a significant impact to business operations. be reported or Workaround needs to be delivered if possible. followed up via telephone) Network functionality is noticeably impaired but most Major business operations continue. These issues have either 1 Business Day Severity 3 medium or low impact to business operations.
A-LE Resolution Targets

A-LE will use all reasonable efforts to continue to work on the problem until it is resolved or a workaround is provided or the ticket has been downgraded by VAD.
Minor Severity 4
Network functionality is loosely impaired or End User requires information or assistance on A-LE product capabilities, system installation or configuration. These ordinary issues have very low impact to business operations.
2 Business Days
A-LE will use reasonable efforts to resolve the problem or provide a workaround within fourteen (14) calendar days of receiving a complete problem description, including the business impact and log/configuration files. If a Software fix is required A-LEPage will use 8 reasonable efforts to correct the defect either in a specific patch or in the next Maintenance Release. Page 8 A-LE will use reasonable efforts to resolve the problem or provide a workaround within thirty (30) calendar days after receiving a complete problem description, including the business impact and log/configuration files. If a Software fix is required, A-LE will use reasonable efforts to correct the defect either in the next Maintenance Release or in the next Major/Minor Release. A-LE will use reasonable efforts to resolve the problem or provide a workaround within one hundred and eighty (180) calendar days after receiving a complete problem description, including the business impact and log/configuration files. If a Software fix is required, A-LE will use reasonable efforts to correct the defect in a future Maintenance, Minor or Major Release.
In the event A-LE requests any software dumps, tapes, logs or any other documentation from VAD to resolve a reported problem, such documentation shall be forwarded through electronic means (email or ftp) or by overnight courier at Partners expense.
Support Services in depth description

Software Maintenance Service (SMS)
SMS
Access to technical support for ACSE and ACFE Service duration: Yearly contracts (OXE) For release lifecycle (OXO)
What you get for what you pay Vendor support Alcatel-Lucent support realized by AlcatelLucent experts to ACSEs and ACFEs only. Service level guaranteed, on response time and resolution time Wide accessibility of the service Wide accessibility to technical support: 24/7 access to Technical support in English (European Business Hours in French, German and Spanish).
Offer Value Simplicity: One System = One Contract = One Supported Customer All systems covered with 13 months support software Easy quotation in ACTIS, price based only on Service Index Flexibility: Customer Choice Choice of level of support per system (SMS or SES) Choice of renew per customer Possibility to upgrade towards SES (if on latest software release) at any time SMS Extension possible, even after release phased out, for specific customers
Key Benefits Partner Benefits Vendor support insurance - 24/7 access to Technical support in English (European Business Hours in French, German and Spanish) and SLA commitment on resolution time Competition protection - Secured infrastructure investment through take-over policy Revenue generator - Increased revenues through renewals sales Enhance customer loyalty Better follow-up with the renewal mechanism End-User Benefits Vendor support insurance Clear Alcatel-Lucent support engagement Access to the manufacturer expertise and knowledge
SMS specific rules SMS specific rules for OXO: No contract management for each OXO or ECS system Renewal not necessary: support provided during entire lifecycle of the release Price is based on the net prices of the articles classified in the following category AA38, CC30,CC31 ((service quote is available in ACTIS)
No separate invoice for SMS services (automatically included in the solution invoice)
Quotation and invoicing model is to reduce Business Partners administrative expenses. SMS specific rules for OXE: Yearly contract generated for each OXE Contract renewable if systems release is active for 12 month at the time of renewal Pricing is based on service index (service quote is available in ACTIS) Separate SMS invoice from the product invoice
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Software Evolution Service (SES)
SES
Access to technical support for ACSE and ACFE Service duration: Yearly contracts
Access to all software updates Service duration: Multiyear contracts
What you get for what you pay Vendor support: SES provides Alcatel-Lucent support realized by Alcatel-Lucent experts to ACSEs and ACFEs only. Service level guaranteed, on response time and resolution time Wide service accessibility 24/7 access to Technical support in English (European Business Hours in French, German and Spanish) Access to all Software release (minor and major) for free
Offer value SIMPLICITY: One System = One Contract = One Supported Customer All systems covered with 13 months support software Easy quotation in ACTIS, price based only on Service Index FLEXIBILITY: Customer Choice Choice of level of support per customer (SMS or SES) Choice of renew per customer Choice of contract duration (1 to 5 years)
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Key benefits Business Partner Benefits Vendor support insurance 24/7 access to Technical support in English (European Business Hours in French, German and Spanish) and SLA commitment on resolution time Competition protection Secured infrastructure investment through take-over policy Price stability Stable price guarantee for service contracts on several years Revenue generator Increased revenues through renewals sales and multiyear contract Ensure software upgrade revenue as paid upfront into the SES contract Enhance Customer loyalty Secured customer ownership through take-over policy Customer lock-in through multiyear contracts and renewal mechanism Up-to-date systems: Access to the latest technologies Continuous security and architectural enhancements Enhanced Budget Control on system evolution Predictable OPEX costs: Evolution and support costs amortized in several years (system lifecycle) SES could save you 25%-35% on software upgrade costs Additional discounts with multiyear contracts End-User Benefits Vendor insurance Clear Alcatel-Lucent support engagement. Access to the manufacturer expertise and knowledge. Price stability Stable price guarantee for service contracts on several years Up-to-date systems and security: Access to software upgrades as they appear on the market. Be at the forefront of technology through on demand access to all software upgrade Cost-control Budgetable system evolution and spending control by transforming CAPEX into OPEX Annual flat fee for upgrades and support Amortization with annual payment and fixed OPEX for upgrades. Stable level of prices for the life of the system Save 25%-35% on software upgrade costs
Contract management rule Separate contracts are generated for each OXE and each application ordered: Contract duration can be ordered for one or several year Contract is always renewable Separate SES invoice is generated from the products invoice
Hardware Support
Within warranty period Within the warranty period, hardware support consists in a free of charge repair or replacement (at A-LE discretion) of defective parts of the hardware. The defective part must be returned by the Business Partner and acknowledged to be defective by A-LE. Upon receipt of faulty part at the Local Entry Point or repair centre, A-LE shall perform the service within ten (10) Business Days (transportation time excluded). The Business Partner shall bear costs of shipment to Alcatel-Lucent facility. Any import duties are not considered shipping costs and the Business Partner shall bear all such duties, if any. The repaired or replaced parts are covered by a warranty period equal to 6 months from shipment date or, the remaining period from the original warranty if it is longer than 6 months.
After warranty period IP Telephony and Network Infrastructure offer alignment Alcatel-Lucent Enterprise reorganized the hardware maintenance offer to simplify and reduce service times. The new hardware support offer will cover IP Telephony and Network Infrastructure alike, with harmonized SLAs. This change applies to on-demand hardware support services and current hardware support contracts. A new unique catalog with readjusted prices and a new ordering tool are available. All changes are effective starting November 22nd 2010. (See eFlash EF_Pricing_208). Offer alignment details For a complete offer alignment, the Hardware Support Services were harmonized across the IP Telephony and Network Infrastructure products. RTF will be available for both IP Telephony and Network Infrastructure products, with an SLA of D (day) + ten (10)*. This new SLA applies to on-demand services and impacts positively the RTF service subscribed via the Network Infrastructure Support Service Pack The Repair (Repair Like for Like) and the Replace Services (Standard and Same for Same), formerly available for IP Telephony products, are therefore replaced by the RTF (Return to Factory) service. Alcatel-Lucent will decide then to replace or repair the faulty part, in order to provide the service in a minimum timeframe and in compliance with the applicable SLA AVR (Advance Replacement) stays available for all products and keeps its D + one* (1) SLA NRI (Not Returned Items) deadline, applicable in case of DOA or AVR service, has been extended for all products. The current five (5) day time to return the faulty part back to Alcatel-Lucent passes to twenty-five (25) days. This change impacts positively the NRI stipulated in the Converged Partner Program agreement
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A new unique catalog for IP Telephony and Network Infrastructure with readjusted prices The new catalog grouping Voice and Data is available on the Enterprise Business Portal, under eBuy/Download Hardware Support Catalog, starting November 22nd, 2010. The prices have been readjusted to better match the market. New prices example: AVR during the warranty period: the price of the AVR during the warranty period is 50% of the RTF price* (the new RTF price in the new hardware support catalog). AVR after the warranty period: After the warranty period, the AVR price is the RTF price* + 50%. * new RTF price applicable from Nov 22nd, 2010, please see the Hardware Support Catalog
An adapted ordering tool A new ordering tool eBuy HWS - will be available on eBuy from November 22nd, 2010. It will replace the former Easy Ordering tool. This new tool will be adapted to the eBuy model and will maintain the look-andfeel you are familiar with. The new tool offers also the possibility to track orders on-line within the Visibility HWS tool. All necessary information on the new tool will be available on the Enterprise Business Portal: https://businessportal.alcatellucent.com/alugesdp/faces/gesdp/customerSupport/Basic.jspx?reference=HS_HOME. You will also find there a detailed user guide; a webinar showcasing the global lifecycle of an order through eBuy and the Visibility HWS tool, individual descriptions of all support services: DOA, AVR, and RTF (please see below). For all complementary information concerning the new ordering tool usage, please contact the Alcatel-Lucent Welcome Center.
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New hardware support services: Service Level Service Definition
Shipment of replacement part to Business Partner after the request has been made on the Hardware Support Ordering Tool. Faulty part(s) must be returned to Local Entry Point within one (1) Business Day following the receipt by Business Partner of the replacement parts or Contractual Products from A-LE. AVR The returned parts must be packaged for shipment in substantially the same container the part was in when received by Business Partner, using the same protective packing material. Business Partner must affix the Service Request form on each container, and indicate the number of pieces on such container. A-LE shall charge Business Partner for returned parts which are not conformed to these rules.
Repair or replace of faulty parts (IP Telephony or Network Infrastructure) RTF within ten (10) Business Days. The lead-time period is counted from reception of the faulty part at Alcatel-Lucents warehouse until the date the part leaves the warehouse. Transport time is not included in the SLA.
If contractual faulty part(s) is/are not returned to the Local Entry Point NRI within twenty-five (25), A-LE will invoice the Business Partner the List Price of a Not Returned item as listed on the current applicable Hardware Support Catalogue.
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Hardware support for Network Infrastructure

Support Service Pack offer description
Support Service Pack
Hardware support service Level 3 technical support Web & Phone access to support services Remote diagnostic Maintenance, minor and major release
What you get for what you pay The service always includes: 3 years of Alcatel-Lucent technical support: Realized by Alcatel-Lucent experts to appropriated certified personnel. Service level guaranteed, on response time and resolution time Wide accessibility of the service: 24/7 access to Technical support in English (European Business Hours in French, German and Spanish).
And upon the service category of the products, the service may include: Access to all Software release for free Hardware Support Services: RTF or AVR upon Business Partner choice. Some products may benefit of the free hardware warranty extension.
Alcatel-Lucent Technical Support access consists in : o Level 3 technical support provided only to appropriately certified personnel o Service level guaranteed, on response time and resolution time (refer to SLA table) o Access by Web or phone, 24/7 in English (European Business Hours in French, German and Spanish) o Remote diagnostics Software Limited Lifetime Support: the Software Lifetime Support is provided freely for up to two (2) years after product End of Sales (EoS) announcement but limited to the original product owner or/and registered end-user. Software Lifetime Support consists in : o Alcatel-Lucent level 3 support o Operating system software Maintenance, Minor and Major releases Repair and Return (RTF): Repairs are carried out within 10 (ten) working days (excluding transport) from reception of the faulty part at Alcatel-Lucent's warehouse. Advance Replacement (AVR): Repairs for Network Infrastructure products are carried out within 1 (one) working day (excluding transport) from time of receipt of the eService Request by Alcatel-Lucent's Support Center. Hardware limited Lifetime Warranty (LLW) service: This service provides free replacement of faulty parts up to five (5) years after product End of Sales (EoS) announcement. This service is limited to the original owner or/and registered end-user, the replacement part is sent within 5 (five) business days from time of receipt of the eService Request by A-LE's Support Center. The service does not cover transceivers but only hardware switch replacement.
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The following table describes the pack of service applicable by service category:
Service Category
Service Description
Typical products
Service Fees Repair Advance (RTF) (AVR)

0% * 0,5%
Hardware limited Lifetime Warranty Software Limited Lifetime Support Hardware Support Services AVR or RTF Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Hardware Support Services RTF or AVR Level 3 Technical Support Application software Maintenance Releases and Minor Releases Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Application software Maintenance Releases and Minor Releases Hardware Support Services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases
OmniSwitch 6250
7 5
10%
12%
END OF SALES
3 2 1
Hardware Support Services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases Hardware Support services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases Hardware Limited Lifetime Warranty service Hardware Support services RTF or AVR Level 3 Technical Support to appropriately certified personnel Web and phone access to support services Remote diagnostics Operating system software Maintenance Releases, Minor and Major Releases
Alcatel-Lucent MPLS 7750, 7450, 7710 and 5620 Alcatel-Lucent 8950 AAA Software Applications (Authentication, Advanced routing...) Network Management (OmniVista) OmniSwitch 10K OmniSwitch 9x00 OmniSwitch 8800 OmniAccess WLAN appliances & switches OmniAccess 7x00 OmniAccess 5510 Transceivers OmniSwitch 7x00 OmniS/R (OmniS/R3,-5,-9) OmniAccess 6xx VPN Brick Firewall OmniAccess Safeguard OmniAccess 3500 NLG
20%
22%
10%
10%
8%
10%
6%
7,5%
END OF SALES
OmniSwitch (Omni-3, Omni-5, Omni-9)
4%
5%
OmniSwitch 6850, 6855, 6400 OmniStack 62xx OmniAccess WLAN (Accessories)
2%
2,5%
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* Service Category 8 (RTF) - 0% service fee: faulty parts will be shipped in five (5) business days at reception of order with refurbished product. Service management rule No contract management Renewal possible Price is based on the net prices No separate invoice from the product invoice (fees automatically included in the solution invoice) Support Service Pack Offer value SIMPLICITY Products covered for a minimum of 3 years avoid contract management & renewal hassle COST EFFICIENCY Forecast and budget support expenses Long term cover reducing administrative costs
Key benefits BP Benefits Safe investment 3 years of support Vendor support insurance Software & hardware part End-User Benefits Vendor insurance Clear Alcatel-Lucent support engagement. Access to the manufacturer expertise and knowledge. Up-to-date systems and security: Access to software upgrades as they appear on the market. Be at the forefront of technology through on demand access to all software upgrades Cost-control Budgetable system evolution and spending control by transforming CAPEX into OPEX Amortization with 3 years upfront payment and fixed OPEX for upgrade s and Hardware Support. Annual flat fee for upgrades and support 25%-35% spared on software upgrade costs
covering
the
Access to the latest technologies Continuous security and architectural enhancements Total Predictable OPEX costs: Enhanced Budget Control on system evolution Hardware Support, Technical Support and Evolution amortized over several years (system lifecycle)
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Pricing
Terminology
The Service Rate represents the percentage applied to the total Service Index to determine the WPL value of the service contract. The Service Index represents the total value of the software purchased for a system or an application. This Service Index represents the Software Value of a system and/or application.
How is the Service Index calculated?

If the article is a HW part: the service index is 0 If the article is a Software license: the service index is the WPL price of license For a system cabinet or IP Communication Server cabinet: the service index is calculated upon the number of users the cabinet engine can support. Available engines are 50, 80, 150, 350, extensions The sum of the service indexes of the articles in the solution defines the total of the service index (or Software Value) for the system and/or application
The Software value is the sum of the service index of all the orderable items bought for a system and/or application. The Total Service Index represents the base of calculation for the price of a support contract.
Pricing for IP Telephony

Pricing rules for the OmniPCX Office
SMS
Base of calculation Service Rate Discount Service Duration Net price of category AA38, CC30, CC31 6% None (product discount already applied) Software lifecycle
Net Service Price = Net Price of AA38, CC30, CC31 x Service Rate SMS is sold with every purchase, first sale and add-on, (OmniPCX Office, its applications, and Extended Communication Server or bundles) including software items classified in below discount categories:
*CC30 - OmniPCX Office licenses *CC31 - Extended Communication Server licenses *AA38 -OmniPCX Office Packages
Invoicing: Service price appears within the product invoice SES is not sold anymore since April 2009.
SMS pricing example for OmniPCX Office and ECS

OMniPCX Office Advancede 30 IP/4 TO Alcate-Lucent OmniPCX Office Compact Edition OmniPCX Office Compact unit 2nd GEN. Voice card ISDN Access to BRA 4 Board VOIP8-1 CARD OmniPCX Office SOFTWARE Licenses Communication suite business IP M R6 Generic applications XML WEB SERVICES R3.1 DVD-R ALCATEL-LUCENT SERVICES AIS COMPACT UNIT R6 TOTAL NET PRODUCT PRICE SMS PRICE 1 50,00 1 60,00 1 2 100,00 1 1 640,00 600,00 1 340,00 Qt Unit Price NET PRICE Disc code 207,40 207,40 756,40 390,40 366,00 1 281,00 1 281,00 36,60 36,60 30,50 30,50 2 311,90 76,86 GG41 CC18 CC30 AA35 AA35 AA39
Details of service price calculation WPL price for AA38, CC30, CC31 Net price for AA38, CC30, CC31 Service rate 6% SMS price for full lifecycle 2100 1281 76,9 76,9
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Pricing rules for the OmniPCX Enterprise and Applications
SMS
Base of calculation Service Rate Discount Service Duration Total Service Index 6%
SES
12%
Support Services discount (Regional Service discount + Performance discount) see below 1 year renewable contract
Pricing terms Net Service Price = Total Service Index X Service Rate X Support Service Discount 1 year SMS or SES is sold with every purchase , first sale and add-on, (OmniPCX Enterprise & Applications) including software items with a service index Invoicing: o Service price is invoiced separately from the product invoice. o Service invoices to be grouped monthly and Service invoice can be sent together with product invoice (fees may apply). The Support Service Discount (NNxxcode) is the discount applied on the WPL value of the SMS SES contract to determine the net service contract value. The Service Discount is built on:
The Regional Service Discount The Performance Discount based on the Maximum Performance Discount defined in 2009 (20%) The Volume Discount based on SMS and SES revenues of previous year on OXO, OXE and applications.
The Regional and Performance Discount Level is as shown below:
SMS / SES
France, Benelux, Austria, Italy, Spain, Portugal, Eastern Europe & Russia Germany, Switzerland, United Kingdom, Denmark, Sweden, Norway LATAM , ASIAPAC, Middle East Africa
Actual Service regional discount
45% 42% 50%
The Volume Discount level is as shown below (the volume considered is the total sales of SMS + total sales of SES): Volume discount (SMS SES sales) From 500kEuros to 1000kEuros Above 1000kEuros SMS 15% SES
8%
31,5% 17,5%
A Special Commitment Discount will be applied to SES contracts if the Business Partner commits to a period of 3 to 4 years (10%) or of 5 years (20%). This discount will be applied upon request with the opening of a Service Request.
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SMS/SES pricing example for OmniPCX Enterprise and Applications

Total Service index 6 160
Qty OmniPCX Enterprise packages Communication Server software for up to 80 users One rack module 3 48VDC Data Infrastructure Equipment Maintenance User Software Licences Alcatel-Lucent OmniPCX Enterprise R8.0 software license Call by Name License - 1 user Remote Extension license - 1 user License for Business IP - 1 user Software license upgrade for the OmniPCX Enterprise sw engine 81 to 150 users Software license upgrade for the OmniPCX Enterprise sw engine 151 and 350 users Alcatel-Lucent OmniPCX Enterprise R8.0 software A4400 Software User Profile: Office Worker Premium for IP Terminal User Profile: Team Worker Premium Base for IP Terminal User Profile: Mobile Professional Premium with IP Terminal Contact Center Applications IVR/CTI CSTA 500 bypass software license IP Fast Ethernet terminals 1 50 200 50 1 220 50 300 1 1 1 1
P.U. 2 975
Total Price 1 636 1 636 484 46 25 025 0 15 0 1 815 3 300 18 150 880 880 0 622
3 300
120 110 1 600 1 600 0
5 390 15 400
Essential pack 350 includes ARS accounting configuration licenses for e-CS 350 engine and embedded 1 1voice 110 guides license 611 0 0 0 2 8 2 0 0 0 57 200
1 110
Alcatel-Lucent IP Touch 4038 phone Urban Grey French 6 lines graphical display 4 directions navigator 100 10 420 soft keys23 hands 100 free AZERTY alphabetic keyboard C
Alcatel-Lucent IP Touch 4028 phone Urban Grey France 4 lines graphical display 4 directions navigator 200 6310 soft keys hands 34 100 free AZERTY alphabetic keyboard Co TOTAL NET PRODUCT PRICE OmniPCX Enterprise SMS OmniPCX Enterprise SES 1 035 2 070 86 048 31 360
Details of service price calculation
SMS
Total Service Index Service rate Service Price (WPL) Service Discount Yearly price 6% 1 881,60 45% 1035
SES
31 360 12% 3 763,2 2070
Price for renewals For contracts in auto-renew: the price of the renewed contract will be the same as defined when the contract was initially created:
Service index is equal to the sum of all accumulated service indexes (initial + add-ons during the year) Your discount (country discount plus bonus discount) is the initial discount agreed on when the contract was created
For contracts in manual renew: the price of the renewed contract is set with these conditions:
Service index is equal to the sum of all accumulated service indexes (initial + add-ons during the year) Your discount (country discount plus bonus discount) is the initial discount agreed on when the contract was created.
Page 22
Pricing rules for the VitalSuite Performance Management Software and Vital QIP applications
SES business hours (8 hours x 5 days)

Base of calculation Service Rate Discount Service Duration 15%
SES 24/7 (24 hours x 7 days)

Total Service Index
20% Support Services discount (Regional Service discount + Performance discount) see page 21 1 year renewable contract
Pricing rules for Network Infrastructure (Data Solutions)
Pricing rules for Data & Security Solutions Articles with service category from 1 to 8
AVR
Base of calculation Service Rate Discount Service Duration Net Service Price = Net Price x Service Rate Service rate per category for 1st sale % per service category Net price of solution
RTF
% per service category 3 years (renewable)
None (product discount already applied)
Service Category
8
Typical products
Service rate Repair Advanced (RTF) (AVR) N/A N/A
OmniSwitch 6250 (no fee applied)
7 6
OmniAccess 3500 Alcatel-Lucent MPLS 7750, 7450, 7710 and 5620 Alcatel-Lucent 8950 AAA Software Applications (Authentication, Advanced routing...) Network Management (OmniVista) OmniSwitch 10K OmniSwitch9x00 OmniSwitch 8800 OmniAccess WLAN appliances & switches OmniAccess 7x00 OmniAccess 5510 Transceivers
10% 20%
12% 22%
10%
10%
8%
10%
Page 23
END OF SALES
OmniSwitch 7x00 OmniS/R (OmniS/R-3,-5,-9) OmniAccess 6xx VPN Brick Firewall OmniAccess Safeguard OmniAccess 3500 NLG
6%
7,5%
END OF SA-LES
OmniSwitch (Omni-3, Omni-5, Omni-9)
4%
5%
OmniSwitch 6850, 6855, 6400 OmniStack 62xx OmniAccess WLAN (Accessories) Access Point
2%
2,5%
Page 24
Support Service Pack pricing example (OmniSwitch 6850 & OmniAccess WLAN)
Code OI IP Networking G/01 OS6850-24-EU chassis w/SSL (DES, 3DES, OS6850-48-EU chassis w/SSL (DES, 3DES, OS6850-BP-EU modular 126W AC backup OS6850-P48-EU PoE chassis w/SSL (DES, OS6850-U24X-EU chassis w/SSL (DES, 3DES, IP Networking H/04 OAW-4504-0-EU-OmniAccess 4504 - 4x 10/10 Access Point License (16 Access Point Wireless Intrusion Protection Mod.Lic 16 Wireless Intrusion Protection Mod.Lic 8 OmniAccess Wireless SFP - 1000Base-T, Policy Enforcement Firewall Mod.Lic.128 Policy Enforcement Firewall Mod.Lic.256 Voice Services Module License (128 Users Voice Services Module License (256 Users IP Networking H/01 OmniAccess AP121 wireless access point. OmniAccess AP121ABG wireless access OmniAccess AP61 access point with ... IP Networking G/00 OS6850 150 centimeters long stacking ... OS6850 30 centimeters long stacking ... IP Networking G/05 OS6850 Advanced Routing software. TOTAL NET PRODUCT PRICE OS6850-SW-AR 4 77,00 OS6850-CBL-150 OS6850-CBL-30 1 8 227,00 150,00 OAW-AP121 OAW-AP121ABG OAW-AP61 6 6 8 765,00 612,00 227,00 OAW-4504-0-EU OAW-AP-LAP16 OAW-AP-WIP16 OAW-AP-WIP8 OAW-SFP-TX OAW-USR-PEF128 OAW-USR-PEF256 OAW-USR-VOC128 OAW-USR-VOC256 1 1 1 1 2 1 1 1 1 3 842,00 923,00 646,00 346,00 227,00 808,00 1 538,00 608,00 1 154,00 OS6850-24-EU OS6850-48-EU OS6850-BP-EU OS6850-P48-EU OS6850-U24X-EU 3 1 4 3 2 3 073,00 5 381,00 381,00 6 150,00 4 996,00 qty P.U. Total Price 44 566,00 9 219,00 5 381,00 1 524,00 18 450,00 9 992,00 10 319,00 3 842,00 923,00 646,00 346,00 454,00 808,00 1 538,00 608,00 1 154,00 10 078,00 4 590,00 3 672,00 1 816,00 1 427,00 227,00 1 200,00 308,00 308,00 66 698,00
Product Price
Total net for 6850 (G/01,00,05) Total net for WLAN (H/04,01) Total net of the order 46 301 20 397 66 898
6850
Product Net Price Service Category Service rate (fee) Service Net Price Total Support Price (3yeas) 46 301 4 8% 3704 1 2% 510
WLAN
20 397
4214
Page 25
Renewal pricing
The following table gives you the service rate applied for renewal depending. It varies upon the service Category and duration of the renewal. The service rate is applied on the WPL price.
Advance (AVR) Service Category 8 7 6 5 4 3 2
year +1y NA 6% 11% 6.25% 5% 3.75% 2.5%
+2y NA 9% 16.5% 7.5% 7.5% 5.5% 3.75%
+3y NA 12% 22% 10% 10% 7.5% 5%
+4y NA 15,5% 28.5% 13% 13% 9.75% 6.5%
+5y NA 18% 33% 15.5% 15.5% 11.75% 7.75%
Repair (RTF) Service Category 8 7 6 5 4 3 2 1
year +1y NA 5% 10% 5% 4% 3% 2% 1%
+2y NA 7,5% 15% 7.5% 6% 4.5% 3% 1.5%
+3y NA 10% 20% 10% 8% 6% 4% 2%
+4y NA 13% 26% 13% 10.5% 7.5% 5% 2.5%
+5y NA 15,5% 30% 15.5% 12.75% 8.5% 6% 3%
If the Business Partner decides not to renew its service pack on its installed base (or part of it) after the initial 3 years period, service support requests will be charged at the following conditions:
Hardware replacement RTF: 30% WPL AVR: 30% WPL + 500
Software upgrade Technology upgrade1000 per switch Feature upgrade500 per switch Maintenance upgrade 100 per switch
Page 26
Quoting through ACTIS

Quoting for the OmniPCX Office and ECS
As SMS is included in the Product Invoice, no SMS contract is configured within ACTIS. By default, the SMS price is not quoted in ACTIS. To have the approximated quote displayed, go the management menu, select the Business Partner option and tick the box option Display the SMS value .
Once this option activated, the SMS information will be displayed, in the followings: Article Reference list Quote Software Support button (in quote screen) The .xls extract of the ACTIS quote
Important: The SMS quote is calculated on the imported price list present in ACTIS. If the quote is based on a WPL, the SMS quote corresponds to an approximate price. In the opposite, if the quote is based on a net price list, the SMS quote corresponds to the correct price.
Page 27
Quoting for the OmniPCX Enterprise and Software Applications

The Quotation includes global and detailed view of the Service Support price.
Note! The Vital Suite and Web Service Gateway quotation is not integrated into ACTIS. For quotation, please send a Service Request to Service Contract team.
Quoting for Network Infrastructure

Products and Services are orderable within ACTIS; however its current version does not enable users to display the amount charged for Support Services.
Page 28
Ordering
Ordering IP Telephony
Ordering Office Solutions (OmniPCX Office) The SMS Service is automatically ordered together with product order. All orders of Software Support Services are taken via the Alcatel-Lucent ACTIS/ eBuy platform at the System ordering time. Ordering the OmniPCX Enterprise and Software Applications The SMS/SES Services are available for BPs who have signed the ABPP or CPP amendment. All orders of Software Support Services are taken via the Alcatel-Lucent ACTIS/ eBuy platform at the System ordering time or as standalone order for renewal or contract upgrade. Note! The Software Maintenance Service (SMS) is mandatory with all new IP Telephony systems purchased from Alcatel-Lucent and also for systems bought prior to the changeover. For OmniTouch Unified Communication and Premium, SES Services are available without signing the amendment. For an installed base, an SES contract can be ordered either online at the same time with migration order (if the installed software is not at the latest release), or by doing a service request to Alcatel-Lucent (if your installed software is at the latest release). Then a quotation will be proposed.
Ordering Network Infrastructure (Data Solutions)

The Support Service Pack is automatically included together with product order and does not need specific orders. Services will be ordered with AVR or RTF percentage rate according to your Alcatel-Lucent account profile.
Page 29
Add-ons and Software Upgrade

Add-ons & software upgrade rules for IP Telephony
Add-ons & software upgrade rules for OmniPCX Office Add-ons on OXO are priced accordingly to the first sales pricing rules. Refer to the Pricing section of the document for additional information on pricing scheme. Software upgrades on OXO are generating a new support cycle on systems. Refer to the Pricing section of the document for additional information on pricing scheme.
Add-ons & software upgrade rules for OXE and Software Applications For systems or applications covered by a contract The add-on service price is calculated on pro-rata temporis basis for the remaining period of the active contract. The pricing calculation is similar to the one used for first sales quotation (based on Service index of the add-on). Please refer to Pricing section for additional information
At renewal time, the full support value of the add-ons will be added to the initial value of the contract. For systems or applications owning an expired contract 3 cases are possible: The add-on is placed on a system that had a contract and running on a supported software release, the purchase of an SMS or SES contract is not mandatory. If the partner does not want to purchase SMS or SES, he has to select the option Due contract in the Service tab of ACTIS. To reactivate the Service contract, the partner has to select his choice of service into ACTIS. ACTIS will provide an approximate quote only based on the add-on. When placing the order into eBuy, the final price will be calculated (based on the total Service index of the system or application). The add-on is placed on a system that had a expired contract and running on a phased out release, the purchase of an SMS or SES contract is not possible. ACTIS should not quote any SMS or SES price. To reactivate the Service contract, the partner must upgrade the Software release (see next bullet).
Page 30
The add-on is a software upgrade placed on a system that had an expired contract and running on a phased out release, the purchase of an SMS or SES contract is mandatory. ACTIS will quote an approximate SMS or SES price based on the Service index of the software upgrade. When placing the order into eBuy, the final price will be calculated (based on the total Service index of the system or application).
* Purchase of upgrade is not possible for the OmniTouch Contact Center Premium. To benefit the software upgrade, the application must be covered by an SES from the initial purchase.
For systems or applications that have never been covered by a contract In case of single extension add-on, 3 cases are possible: The add-on is placed on a system that has never been covered by a contract and running on a supported software release, the purchase of an SMS contract is mandatory and will be priced on the add-on service index. The add-on is placed on a system that has never been covered by a contract and running on a phased out release, the purchase of an SMS or SES contract is not possible. ACTIS should not quote any SMS or SES price. To have the possibility to be covered by a Service contract, the partner must upgrade the Software release (see next bullet). The add-on is a software upgrade placed on a system that has never been covered and running on a phased out release, the purchase of an SMS or SES contract is mandatory. ACTIS will quote the SMS or SES price based on the Service index of the software upgrade.
Page 31
* Purchase of upgrade is not possible for the OmniTouch Contact Centre Premium. To benefit the software upgrade, the application must be covered by an SES from the initial purchase.
Add-ons & software upgrade rules for Network Infrastructure (Data)

Add-ons are not applicable to the Network Infrastructure product line Software upgrades are for most product line, included into the support service pack. Upgrades are orderable on demand through the service portal. Refer to the Renewal section for additional information on cost of Software upgrade in service a service pack is not purchased after the initial 3 years period following purchase of the product.
Page 32
Renewing your Support Service

How to renew your Service for IP Telephony
OmniPCX Office For OXO systems, no renewal is possible as the SMS covered already the system until the software release is phase out. OmniPCX Enterprise and Software Applications Around the Contract expiration Date, a renewal can be purchased on OXE systems. Renewal last 12 months and start on the contract expiry date. Contracts can be set on Auto Renew to avoid hassle of manual renewal and have the same characteristics than manual renew.
How am I notified of my Renewal Date? For OXE systems, you are notified about your contract status on a regular basis once expiry date is approaching. Relationship with renewal team can be tailored according to your individual needs: frequency, contact list, communication type, and specific information request. Notifications contain the following information: Contract ID, CPU ID, Customer information, renewal quotation. The notification will also inform you on the renewal purchase process. The notification is scheduled as follows:
Contract expiration period T1
T0
T1-90days: Customized email notification with different options proposed (URL links) and associated quotation for your given END USER T1-60days: Second notification by email T1-30days: Our agents call you back to define with you the best renewal policy Expiration notification: service is on hold T1 + 60 days: Grace period is about to expire, last notification
Contract first Year

90 Days 60 Days 30 Days
Contract renew
Expiration date 30 Days
Quote and order a renewal During the grace period, via the Business Portal (obtain the quote by doing a price simulation in eBuy tool) After this period, via a quote request sent to Service Contract team by eSR Renewal timeframe
Can I renew my contract in advance?

Support Services Contracts can be renewed 3 months in advance - during the actual contract life - for the coming year only (1 year renewal). Invoice date: you will be invoiced on the 20th of the month of the renewal. Add-ons: any add-on purchased between the moment of renewal and the end of the actual contract will
produce the following: o Prorata temporis invoice on the actual contract value based on the service index of the add-on o Invoice of the renewed contract value based on the service index of the add-on
Page 33
How much time do I have to renew my contract after it expires?

.
A Grace Period of 3 month after the expiration date of a contract is available for renewal.
After this period your contract cannot be re-activated through an online purchase, but only by a manual request process. The contract is then considered as finished.
In this case, please contact Alcatel-Lucent via Support ebg_global_supportcenter@alcatel-lucent.com to get a restart offer.
Center
at
Any restart offer will be charged with penalties corresponding to the administrative costs of contract reactivation. This penalty represents 30% of the initial value of the contract that needs to be reactivated.
Changing the Auto-renew option It is possible to request Auto renew cancellation on manual request through an eSR minimum 30 days prior to expiration date. This will also stop the contract at expiration date. Steps:
Select the auto renew option at any time through eSR or ACTIS (along with an add-on). Concerning eSR, the choice is done by selecting a specific article containing the auto -renew feature. When changing the service level, it is possible to change the renewal policy option at the same time except when moving from SES auto t o SES non auto for example.
How to renew your service for Network Infrastructure

Please see the Support Services Contract Renewal - FAQ_EN document for complete information. At the end of the 3 year period, it is the responsibility of the Business Par tner to contact AlcatelLucent Enterprise to renew the service.
There is no renewal notification for Network Infrastructure product In case the Business Partner does not renew service, the concerned products will no longer be supported by Alcatel-Lucent Enterprise. Upon request of the Business Partner (via eSR), AlcatelLucent Enterprise can provide a proposal to renew the Support Service Pack for additional year(s).
Page 34
Contract Management process description (for OmniPCX Enterprise and Applications)

Contract duration
The first period of a contract has a duration of 13 months All contracts are aligned to expire at the end of a month. This alignment is free of charge. Contract renewals are for 12 months starting from the expiry date of the existing contract.
Year 1 1/11 1/10 13/08 16/09 te ) t e e a n t s r D a a a me ate ry ye td rch hip rt D ar ersaon 1st Pu t S s ta m tem ct nniv free eS ste A for Sys tra Sy rvic n h nt Co Se mo
(1
Year 2 30/10 ate nd tio
e Eff
ve cti
exp
ira
Contract Start Date = Date of shipment (or Delivery of key activation for software) aligned to first day of next month Contract duration (first year) = 13 months Contract Anniversary Date = Contract start date + alignment on the 1st day of next month
Service upgrade from SMS to SES

The original contract must be valid The system/application has to be in the most current release. If not, the system must be upgraded or migrated to it A purchase order for a full year of new service must be sent to Alcatel-Lucent. (template to be found on Business Portal) A new contract is created for 12 months (with end of month alignment) A credit note corresponding to the time remaining for previous contract (in prorate temporis day granularity) is issued as explained on the graph below
Note! Changing an existing SES contract to a SMS support contract will only be taken into account at anniversary date. Auto-renew option is cancelled if relevant SES contract runs until its expiration Renew by buying a SMS service at SES expiration
Page 35
Contract take-over
Take-over = when a partner (New) takes over responsibility for support from another (Original) The new partner must buy the remaining period of the contract with a minimum of a fullyear service. The original partner has still access to service but no licenses upgrades or up-sales are possible (locked contract).
Locked contract (no contract mods - no system up-sales)
Contract with new BP
Full-year contract for NEW Business Partner

List of manual processes for contract change
Note! Some special cases cannot be handled automatically. The Alcatel-Lucent Enterprise Contract Management Team is responsible for these cases. The procedure for submitting any questions or requests is to open a Service Request. These cases are described in this chapter. Takeover requests Reactivation requests for expired contracts (if not renewed during the 3 months pursuant to expiration) Requests to upgrade the service level (from SMS to SES)
Page 36
Service Request process for Support Service

Fill the Business Partner form for request as indicated below: SR type Prod cat Service type Summary Sales order entry Contract Software Support Contract should contain the Purchase Order or Shopping Cart order number and/or CPU id. Join the ACTIS quote (in xls file) if your request concern Service Ordering problem
Page 37
Other related documents

Documentation IP Telephony Support Service End User Brochure IP Telephony Software Support Services Business Partners Brochure Alcatel-Lucent Software Support Services Process Guide Alcatel-Lucent Software Support Services FAQ Alcatel-Lucent Software Support Services Contract Renewal FAQ
Websites https://businessportal.alcatel-lucent.com http://www.alcatel-lucent.com/wps/portal/Services
Page 38
Contact info
For any question regarding Support Services, you can contact the Support Services team at support.services@alcatel-lucent.com For the opening of a Service Request, ebg_global_supportcenter@alcatel-lucent.com please contact the Support Center at
+1 650 385 2193 for English +1 650 385 2197 for German +1 650 385 2196 for French +1 650 385 2198 for Spanish
A toll free number is available for limited countries below: Country France Belgium Luxembourg Germany Austria Switzerland United Kingdom Italy Australia Denmark Ireland Netherlands South Africa Norway Poland Sweden Czech Republic Estonia Finland Greece Slovakia Portugal Spain Spanish English German French Supported language Toll free number
+800-00200100
Page 39
List of terms and acronyms relevant to this document.

ACFE : ACSE : ACTIS : AL-E : AVR : BPWS : CAPEX : eBUY : eSR : HW : NRI : OPEX : OXE : OXO : RMA : RTF : SES : SLA : SMS : SW : VAD : WPL : Alcatel-Lucent Certified Field Expert Alcatel-Lucent Certified System Expert The Alcatel-Lucent Quotation Tool Alcatel-Lucent Enterprise Advance Business Partner Web Site Capital expenses Alcatel-Lucent eCommerce platform for Business Partners eService Request Hardware Non-returned item Operating expenses Alcatel-Lucent OmniPCX Enterprise Alcatel-Lucent OmniPCX Office Return Material Authorization Return to factory Software Evolution Service Service Level Agreement Software Maintenance Service Software Value Added reseller Worldwide pricelist
Page 40
Index
AA38, 13 ABPP, 19 ACTIS, 20 Add-ons, 21 Application software Maintenance Releases and Minor Releases, 11 autorenew, 24 Business Overview, 4 Business Partner Benefits, 5 CC30, 13 CC31, 13 ContractAnniversary Date, 17 Contractduration, 17 Contract ID, 22 Contractrenewalrules, 18 Contract Start Date, 17 Cpu ID, 22 Customer information, 22 diagnosis, 6 End-UserBenefits, 5 first notification, 22 graceperiod, 22 Level 3 Technical Support, 11 maintenance, 6 maintenance releases, 9 Operating system software Maintenance Releases, Minor and Major Releases, 11 patches, 6 Performance discount, 10 Pricing simulation, 16 ProblemDiagnosis, 6 Product Discount, 15 Prorata temporisinvoice, 23 Reactivationrequests, 17 Regional Service discount, 10 releases, 6 Remote diagnostics, 11 renewalquotation, 22 Requests to upgrade the service level, 17 restartoffer, 18 second notification, 22 Service discount, 14 Service rate, 15 SES Benefits, 7 SES keyselling points, 7 SES Offer, 7 SMS Benefits, 6 SMS Offer, 6 Software corrections, 9 Software upgrade s, 6 Software Value, 15 special commitment discount, 14 Support Services evolutionRoadmap, 4 Take-over, 18 Takeoverrequests, 17 Technical Assistance, 6 technical ressources center, 6 up-sale, 18 Volume discount, 13 Web and phone access to support services, 11
Page 41
www.alcatel-lucent.com www.alcatel-lucent.com
Page 42

Support Services Essentials

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Support Services Essentials

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D E T A I L E D

All Rights Reserved Alcatel-Lucent 2011

SUPPORT SERVICES AT A GLANCE .............................................................................................................. 5

SUPPORT SERVICES IN DEPTH DESCRIPTION......................................................................................... 9

QUOTING THROUGH ACTIS .........................................................................................................................27

All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09

ADD-ONS AND SOFTWARE UPGRADE ......................................................................................................30

RENEWING YOUR SUPPORT SERVICE ......................................................................................................33

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Introduction to Support Services

What you will find in this document

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Support Services at a glance

Software Evolution Service (SES):

Support Service Pack: (for Network Infrastructure)

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Support Services eligibility

OmniPCX Enterprise Applications

13 months legal warranty After this period, catalog on demand

OmniPCX Office and Applications

VitalSuite Performance Management Software and Vital QIP Applications

13 months legal warranty After this period, catalog on demand

All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09

Solutions detailed categorization for service

Alcatel-Lucent Solutions List

Alcatel-Lucent OmniPCX Enterprise solutions:

Alcatel-Lucent software applications

Alcatel-Lucent Network Infrastructure

The Alcatel-Lucent Technical Support organization

All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09

SLA committed by A-LE Technical Support

A-LE Resolution Targets

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Support Services in depth description

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Software Evolution Service (SES)

Access to all software updates Service duration: Multiyear contracts

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All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 08

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New hardware support services: Service Level Service Definition

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Hardware support for Network Infrastructure

Support Service Pack

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Service Fees Repair Advance (RTF) (AVR)

OmniSwitch (Omni-3, Omni-5, Omni-9)

OmniSwitch 6850, 6855, 6400 OmniStack 62xx OmniAccess WLAN (Accessories)

All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09

All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09

How is the Service Index calculated?

Pricing for IP Telephony

All Rights Reserved Alcatel-Lucent 2010 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 08

SMS pricing example for OmniPCX Office and ECS

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Pricing rules for the OmniPCX Enterprise and Applications

The Regional and Performance Discount Level is as shown below:

Actual Service regional discount

45% 42% 50%

All Rights Reserved Alcatel-Lucent 2011 Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09

SMS/SES pricing example for OmniPCX Enterprise and Applications