Just curious what the experiences have been. I know prior to the upgrade you've got some PLDS work to bring the licenses up to current then after the upgrade you have some GRT work to update the records. I guess my question is mostly what happens if/when you get stuck upgrading a product and then need to call for support? I see when opening a ticket online it asks if your ticket is related to an upgrade and then another question asking something along the lines of 'are you paying avaya to do the upgrade'. That line of questioning leads me to believe they might be less than enthusiastic about helping you. Currently we're using Avaya direct for everything and are not engaged with a BP.
-CL
-CL