Maintenance Support directly from Avaya

[redyps90210]

Hi guys,

Just want to know if its possible to get a direct maintenance support from Avaya instead of going to a Business Partner or 3rd party vendor. Right now we're unhappy with our Avaya vendor and looking for a new one.

We're thinking if it's possible to get it directly from Avaya since I noticed that most of the time, our current vendor just escalating everything to Avaya.

What would be the Advantage/Disadvantage and how about the pricing? I bet it would be more expensive?

Thanks!

 

[kyle555]

I'd suggest shopping around for a better BP.

It really depends what kind of shop you are. Maybe your BP isn't half bad and you guys are awesome and find serious problems that only Avaya can really analyze. Or maybe your BP isn't that strong in the product you're dealing with.

BPs have different levels of support they provide as well - wholesale and Joint Solution Delivery, for example. The former gets everything shipped off to Avaya, the latter implies a solid level of tier 2/tier 3 work done at the BP and they're front-ending a lot of your problems and not needing Avaya to do the basics for you.

I've been asked to provide my CV and certs in response to bids where some clients require names of people at the BP who are certified support people that will handle their system.

Be a tough shopper!

 

[redyps90210]

Thanks Kyle! You're very helpful in this forum.

I think we need to do our assignment and look for a BP.