software assurance

[james1982]

Whats your view on software assurance.
Is it worthwhile or is it simply a money making scheme?

How do you approach customers when seeking payment for
software assurance? How do you justify the payment?

Persoanlly I find customers are always reluctant to pay.

Then if you dont get payment in time the re-enlist prices are even more extravagent.

Does anyone else have similar problems?

Any tips on justification / ideas for gaining payment would be great

 

[tlpeter]

I think a software assurance is a way to go
Personally i would like to see a cheaper upgrade license
Every major release has it's own upgrade license



ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[nytalkin]

You really need SWA. The pricing is straight forward but you need to collect it up front. If you have multiple sites and applications the AMC will snycronize the expiration dates.

NO GOOD DEED GOES UNPUNISHED!

 

[MitelInMyBlood]

Correct me if I'm wrong here, but I was led to believe you need SWA to get the next load

Original MUG/NAMU Charter Member

 

[james1982]

thats correct with the 3300 you cant upgrade if you dont have software assurance.
With OPS/EntMan its even worse - if your software assurance has expired and your server dies - you cant relicence (even if your re-loading the same software release) until you have renewed.

I find it a really difficult thing to sell / explain / justify.
"we need to upgrade your system because of x fault, but to do this its going to cost £xxxx." the customers argument is always well it isnt my fault theres a software bug with the current load, so why should I have to pay to upgrade when I have already have a maintainence agreement inplace.

 

[MitelInMyBlood]

You're preaching to the choir James. I understand completely with the cost for upgrading, but if a prior load is defective and service affecting then I believe the cust. has a reasonable expectation of being made whole without gouging them in the process.


Original MUG/NAMU Charter Member

 

[cknipe]

Correct me if i'm wrong but dont you need software assurance to even talk to support?

Example if I open a ticket for cust xyz, does the application record for cust xyz need to have software assurance up to date?

This is what my sales guys keep telling me.. sometimes they are full of shit though.

 

[james1982]

CKnipe. Im in the UK - you dont at present but after a conversation with Mitel this morning there are going to be a lot of quite big changes with regards to SWA by late this year / April next year.
Your comment re support is likely to be implemented sooner rather than later.

 

[kwbMitel]

SWA is not required to talk to Mitel support.

It is billable time without it.

You can upgrade within a Revision without it, but between revisions e.g. 8.0 to 9.0 or 9.0 to 10.0, where a new password is required, SWA is required.

The premium on Re-enlist alfter SWA has expired is 50% of the first year. If you feel lucky, you can play Russian Roulette by letting it lapse an renewing when required.

My 2 bits, keep it up to date.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[slapin]

I have a maintenance contract with my VAR. All upgrades and some support are included in monthly payments. How new policy can affect me as a customer of a typical VAR? Should I expect cost increase? I'm asking this in order to get prepared in case VAR will approach me and make an attempt to re-negotiate contract terms.

 

[kwbMitel]

Slapin, The VAR has 3 choices.

1) Pass on the cost
2) Absorb the cost
3) Let the SWA lapse

The simplest choice for the VAR is #3. My recommendation to the owner of the system (you) would be open discussions with your VAR and raise concerns over your contract and their ability to support you.

All 3300's installed prior to Jan 1 2007 were given an expiry date for support of Oct 1, 2010. Other products have expiries depending on date of install or renewal. Some do not expire as yet (YA).

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelInMyBlood]

Rule of thumb with Mitel software and SW assurance is pay me now or pay me later. It's generally cheaper long run to keep everything current, that way there's no unpleasant surprises and business relationships are healthy, especially when needed.

Original MUG/NAMU Charter Member

 

[kwbMitel]

I have heard that Mitel is considering introducing Enterprise Licensing.

My understanding is that for a flat fee, All system licensing is covered.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[MitelInMyBlood]

Was that a typo?
Did you mean Flat or FAT fee?

>>smile<<

As for a MA contract through a VAR I would strongly encourage open discussions as kwbmitel suggests. There needs to be language in your MA contract to ensure that maintenance includes software assurance over the life of your contract and that you (your company) is the named customer (licensee) for those application records on the AMC. That way in the event your VAR folds his tent or is taken over, there'll be no unpleasant surprises if you need to do a software upgrade.

SW Assurance for most systems is available in up to 4-year increments, with discounting for multiyear agreements. All new systems come with the first year included. Ergo purchase the system along with a 4-year SWA and you should be good for 5 years. Ditto your maintenance agreement. You want the "system" covered, though I wouldn't necessarily want to extend MA coverage to the individual telephone sets. Beyond the original warranty period an instrument failure is rare unless it's abused.



Original MUG/NAMU Charter Member

 

[james1982]

we had conversations with mitel yesterday, basically moving forward SWA WILL be required to get technical support from mtiel.
no SWA for a site - no tech support for that site in question.

Also linked to this there are going to be levels of tech support from Mitel - this will be associated with the SWA on a per site basis. In short:-
Standard - no guaranteed response
Enhanced - 4 hr SLA
Premium - 365 x 24/7 cover 4 hr SLA standard fault, 1 hr SLA major failure. with possibility of mtiel attending site in serious cases.

Standard is covered within the SWA cost, enhanced will be SWA + % .
Premium will cost SWA + %

Cant disclose exact costs,mitel are consulting a wide range of customers to get views

Think this is what KWB was relating to -
Changes are also been made to multi site customers -eg 1 customer, 8 sites all with different dates when the SWA expires. moving forward its likely changes will be made so all 8 sites can have there SWA renewed at the same time.