Support Services Essentials

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All Rights Reserved Alcatel-Lucent 2011

D E T A I L E D S E R V I C E S O F F E R

Support Servicesfor IP Telephony

and Network Infrastructureapplicable 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.


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Alcatel-Lucent reference: 3KF10228MKTOSPZZA Ed 09

Page 2

Summary

INTRODUCTION TO SUPPORT SERVICES .................................................................................................. 4What you will find in this document ............................................................ ................................................................. ............. 4

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

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

What you get for what you pay ............................................................................................................................................. 9Key Benefits ........................................................................................................................................................................... 9SMS specific rules .................................................................................................................................................................. 9

Software Evolution Service (SES) ............................................................................................................................................. 11What you get for what you pay ........................................................................................................................................... 11Offer value ........................................................................................................................................................................... 11Key benefits ......................................................................................................................................................................... 12Contract management rule ........................................................... ................................................................. ...................... 12

Hardware Support ................................................................................................................................................................... 13Within warranty period ....................................................................................................................................................... 13After warranty period IP Telephony and Network Infrastructure offer alignment .......................................................... 13A new unique catalog for IP Telephony and Network Infrastructure with readjusted prices ............................................. 14An adapted ordering tool..................................................................................................................................................... 14New hardware support services: ....................................................................... ............................................................... ... 15

Hardware support for Network Infrastructure ..................................................................................................................... ... 16Support Service Pack offer description ..................................................................................................................... ........... 16What you get for what you pay ........................................................................................................................................... 16Service management rule ........................................................................ .............................................................. .............. 18Support Service Pack Offer value ............................................................. ................................................................. ........... 18Key benefits ......................................................................................................................................................................... 18

PRICING ..............................................................................................................................................................19Terminology ........................................................ .............................................................. ....................................................... 19Pricing for IP Telephony ......................................................... ................................................................. ................................. 19

Pricing rules for the OmniPCX Office ............................................................................ ....................................................... 19Pricing rules for the OmniPCX Enterprise and Applications ................................................................................................ 21Price for renewals ......................................................................... ................................................................. ...................... 22

Pricing rules for Network Infrastructure (Data Solutions) ...................................................................... ................................. 23QUOTING THROUGH ACTIS .........................................................................................................................27Quoting for the OmniPCX Office and ECS ................................................................................................................................ 27Quoting for the OmniPCX Enterprise and Software Applications ........................................................... ................................. 28Quoting for Network Infrastructure ........................................................................................................................................ 28ORDERING .........................................................................................................................................................29Ordering IP Telephony ...................................................................... .............................................................. ......................... 29

Ordering Office Solutions (OmniPCX Office) ..................................................................................................................... ... 29Ordering the OmniPCX Enterprise and Software Applications ............................................................................................ 29

Ordering Network Infrastructure (Data Solutions) .................................................................................................................. 29


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ADD-ONS AND SOFTWARE UPGRADE ......................................................................................................30Add-ons & software upgrade rules for IP Telephony ................................. ............................................................... .............. 30

Add-ons & software upgrade rules for OmniPCX Office ...................................................................................................... 30Add-ons & software upgrade rules for OXE and Software Applications ........................................................ ...................... 30For systems or applications covered by a contract.............................................................................................................. 30For systems or applications owning an expired contract .................................................................................................... 30For systems or applications that have never been covered by a contract .......................................................................... 31

Add-ons & software upgrade rules for Network Infrastructure (Data) ............................ ....................................................... 32RENEWING YOUR SUPPORT SERVICE ......................................................................................................33How to renew your Service for IP Telephony ................................................................... ....................................................... 33

OmniPCX Office ............................................................................................................. ....................................................... 33OmniPCX Enterprise and Software Applications.................................................................................................................. 33How am I notified of my Renewal Date? ........................................................................................................................... 33Quote and order a renewal ................................................................................................................................................. 33Renewal timeframe ............................................................................................................................................................. 33Changing the Auto-renew option ...................................................................................................................................... 34

How to renew your service for Network Infrastructure .............................................................. ............................................ 34CONTRACT MANAGEMENT PROCESS DESCRIPTION (FOR OMNIPCX ENTERPRISE AND

APPLICATIONS) ...............................................................................................................................................35Contract duration .................................................................................................................................................................... 35Service upgrade from SMS to SES ..................................................... ................................................................. ...................... 35Contract take-over ................................................................................................. ............................................................... ... 36List of manual processes for contract change ........................................................ .............................................................. ... 36SERVICE REQUEST PROCESS FOR SUPPORT SERVICE ........................................................................37OTHER RELATED DOCUMENTS: .................................................................................................................38CONTACT INFO .................................................................................................................................................39LIST OF TERMS AND ACRONYMS RELEVANT TO THIS DOCUMENT. ..............................................40INDEX ..................................................................................................................................................................41


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Page 4

Introduction to Support ServicesThrough 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 lead-

times and volume discounts will help customers save time, cut costs and enhance customer service.

What you will find in this documentThe 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 offersThrough technical support, software release upgrades, and in some cases

hardware support, the Support Services keep systems running to the higheststandard 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 MaintenanceService (SMS):

Technical Support for

Assistance and Problem

Diagnosis to ACSE & ACFE only

Software corrections and

maintenance releases

Service duration: Yearly

contract

Software EvolutionService (SES):




Software corrections and

maintenance releases

Free access to all Major and

Minor Releases

Service duration:

- Yearly contract

- Multiyear contracts

Support Service Pack:(for NetworkInfrastructure)




Software Releases upgrades:

Maintenance, Minor and Major

(depending on the products

service category)

Hardware warranty extension


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Support Services eligibility

Alcatel-LucentSolutions

SMS SES Hardware support

OmniPCX Enterprise

Solutions

One yearmandatory at

purchase

Eligible ifsoftware version

is active for 12

month at the

time of of

purchase.

Eligible if theinstalled

software

version the

latest.

13 months legal warranty After this period, catalog on

demand

OmniPCX Enterprise

Applications

Alcatel-LucentOmniTouch ContactCenter Premium Edition,Alcatel-Lucent ContactCenter IVR and ContactCenter OutboundAlcatel-LucentOmniTouch UnifiedCommunications

Not applicable


purchase

SES is theonly support

service

covering

applications


demand

OmniPCX Office and

Applications Mandatory at

purchase

Eligible ifsoftware version

is active for 12

month at the

time of purchase.

Not applicable

13 months legal warrantyAfter this period, catalog on

demand

VitalSuite

Performance

Management

Software and Vital

QIP Applications

Not applicable


purchase

SES is theonly support

service

coveringapplications


demand

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

SLA committed by A-LE Technical Support

Alcatel-Lucent Technical Support shall respond to problems according to the following chart:

Severity DefinitionsA-LEResponseTargets

A-LE Resolution Targets

EmergencySeverity 1

End Users telecommunications network or a majorbusiness application is down, causing a critical impact tobusiness operations if service is not restored quickly.Severity 1 cases are processed 24 hours a day 7 days a week.

A-LE requires that an ACSE of VAD or of the IndirectReseller be onsite to qualify the issue as a Severity 1, andremains assigned on site till closure of the emergencysituation.

60 Minutes(Critical issuesmust be reported

or followed up viatelephone)

A-LE will use all reasonable efforts to continue to work on the problemuntil it is resolved or a workaround is provided or the ticket has beendowngraded by VAD.

CriticalSeverity 2

End Users service is not down but telecommunicationsnetwork or a main business application is severelydegraded with a significant impact to business operations.Workaround needs to be delivered if possible.

4 Business Hours(High issues mustbe reported orfollowed up viatelephone)

A-LE will use reasonable efforts to resolve the problem or provide aworkaround within fourteen (14) calendar days of receiving a completeproblem description, including the business impact and log/configurationfiles. If a Software fix is required A-LE will use reasonable efforts to correctthe defect either in a specific patch or in the next Maintenance Release.

MajorSeverity 3

Network functionality is noticeably impaired but mostbusiness operations continue. These issues have eithermedium or low impact to business operations.

1 Business DayA-LE will use reasonable efforts to resolve the problem or provide aworkaround within thirty (30) calendar days after receiving a completeproblem description, including the business impact andlog/configuration files. If a Software fix is required, A-LE will usereasonable efforts to correct the defect either in the next MaintenanceRelease or in the next Major/Minor Release.

MinorSeverity 4

Network functionality is loosely impaired or End Userrequires information or assistance on A-LE productcapabilities, system installation or configuration. Theseordinary issues have very low impact to business

operations.

2 Business DaysA-LE will use reasonable efforts to resolve the problem or provide aworkaround within one hundred and eighty (180) calendar days afterreceiving a complete problem description, including the business impactand log/configuration files. If a Software fix is required, A-LE will use

reasonable efforts to correct the defect in a future Maintenance, Minoror 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 shallbe forwarded through electronic means (email or ftp) or by overnight courier at Partners expense.


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Support Services in depth description

Software Maintenance Service (SMS)

What you get for what you pay

Vendor support

Alcatel-Lucent support realized by Alcatel-Lucent experts to ACSEs and ACFEs only.

Service level guaranteed, on response time andresolution time

Wide accessibility of the service

Wide accessibility to technical support: 24/7access 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 supportsoftware

Easy quotation in ACTIS, price based onlyon Service Index

Flexibility: Customer Choice

Choice of level of support per system (SMSor SES)

Choice of renew per customer Possibility to upgrade towards SES (if on

latest software release) at any time

SMS Extension possible, even after releasephased out, for specific customers

Key Benefits

Partner Benefits

Vendor support insurance - 24/7 access to Technicalsupport in English (European Business Hours in

French, German and Spanish) and SLA commitment

on resolution time

Competition protection - Secured infrastructureinvestment through take-over policy

Revenue generator - Increased revenues throughrenewals sales

Enhance customer loyalty Better follow-up with therenewal mechanism

End-User Benefits

Vendor support insurance Clear Alcatel-Lucent support

engagement

Access to the manufacturer expertiseand 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)

SMS Access to technical support for ACSE and ACFE Service duration:

- Yearly contracts (OXE)- For release lifecycle (OXO)


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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)


Vendor support:

SES provides Alcatel-Lucent support realizedby Alcatel-Lucent experts to ACSEs and ACFEs

only.

Service level guaranteed, on response time andresolution 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 andmajor) for free

Offer value

SIMPLICITY: One System = One Contract =

One Supported Customer

All systems covered with 13 months supportsoftware

Easy quotation in ACTIS, price based only onService Index

FLEXIBILITY: Customer Choice

Choice of level of support per customer (SMS orSES)

Choice of renew per customer Choice of contract duration (1 to 5 years)

Access to technical supportfor ACSE and ACFE

Service duration:Yearl contracts

Access to all softwareupdates

Service duration:Multi ear contracts

SES+


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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-overpolicy

Price stability Stable price guarantee for service contracts on several

years

Revenue generator

Increased revenues through renewals sales and multi-year contract

Ensure software upgrade revenue as paid upfront intothe SES contract

Enhance Customer loyaltySecured customer ownership through take-over

policy

Customer lock-in through multiyear contracts andrenewal mechanism

Up-to-date systems:

Access to the latest technologies Continuous security and architectural enhancements Enhanced Budget Control on system evolutionPredictable OPEX costs:

Evolution and support costs amortized in severalyears (system lifecycle)

SES could save you 25%-35% on software upgradecosts

Additional discounts with multiyear contracts

End-User Benefits

Vendor insurance

Clear Alcatel-Lucent supportengagement. Access to the manufacturer

expertise and knowledge.

Price stability

Stable price guarantee for servicecontracts on several years

Up-to-date systems and security:

Access to software upgrades as theyappear on the market. Be at the forefront

of technology through on demand access

to all software upgrade

Cost-control

Budgetable system evolution andspending 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 thesystem

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


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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, theremaining 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), formerlyavailable 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 PartnerProgram 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-and-

feel 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.alcatel-

lucent.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.
https://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/customerSupport/Basic.jspx?reference=HS_HOMEhttps://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/customerSupport/Basic.jspx?reference=HS_HOMEhttps://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/customerSupport/Basic.jspx?reference=HS_HOMEmailto:%[email protected]:%[email protected]:%[email protected]://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/customerSupport/Basic.jspx?reference=HS_HOMEhttps://businessportal.alcatel-lucent.com/alugesdp/faces/gesdp/customerSupport/Basic.jspx?reference=HS_HOME


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New hardware support services:

Service Level Service Definition

AVR

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.

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 Requestform 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.

RTF

Repair or replace of faulty parts (IP Telephony or Network Infrastructure)

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.

NRI

If contractual faulty part(s) is/are not returned to the Local Entry Point

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 InfrastructureSupport Service Pack offer description


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 timeand resolution time

Wide accessibility of the service: 24/7access 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 personnelo 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 supporto 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 offaulty 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.

Hardware support service Level 3 technical support Web & Phone access to support services Remote diagnostic Maintenance, minor and major release

Support Service Pack


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The following table describes the pack of service applicable by service category:

4

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 10K OmniSwitch 9x00

OmniSwitch 8800

OmniAccess WLANappliances &switches

OmniAccess 7x00 OmniAccess 5510 Transceivers

8% 10%

END

OF

SALES

3

Hardware Support Services RTF or AVR Level 3 Technical Support to appropriately

certified personnel



OmniSwitch 7x00 OmniS/R (OmniS/R-

3,-5,-9)

OmniAccess 6xx VPN Brick Firewall OmniAccess

Safeguard

OmniAccess 3500NLG

6% 7,5%

END

OF

SALES

2

Hardware Support services RTF or AVR Level 3 Technical Support to appropriately

certified personnel



OmniSwitch (Omni-3, Omni-5,

Omni-9)

4% 5%

1

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 MaintenanceReleases, Minor and Major Releases

OmniSwitch 6850,6855, 6400

OmniStack 62xx OmniAccess WLAN

(Accessories)

2% 2,5%

ServiceCategory

Service Description Typical products

Service Fees

Repair

(RTF)

Advance

(AVR)

8 Hardware limited Lifetime Warranty Software Limited Lifetime Support OmniSwitch 6250 0% * 0,5%

7

Hardware Support Services AVR or RTF Level 3 Technical Support to appropriately

certified personnel

Web and phone access to support services Remote diagnostics

10% 12%

6

Hardware Support Services RTF or AVR Level 3 Technical Support Application software Maintenance Releases

and Minor Releases

Alcatel-Lucent MPLS7750, 7450, 7710 and5620

Alcatel-Lucent 8950AAA

20% 22%

5

Level 3 Technical Support to appropriatelycertified personnel

Web and phone access to support services Remote diagnostics Application software Maintenance Releases

and Minor Releases

SoftwareApplications

(Authentication,Advanced routing...)

NetworkManagement(OmniVista)

10% 10%


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* Service Category 8 (RTF) - 0% service fee: faulty parts will be shipped in five (5) business days atreception 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 hassleCOST 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 covering the

Software & hardware part

Access to the latest technologies

Continuous security and architecturalenhancements

Total Predictable OPEX costs:

Enhanced Budget Control on system evolution Hardware Support, Technical Support and

Evolution amortized over several years

(system lifecycle)

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 onthe market. Be at the forefront of technology

through on demand access to all software

upgrades

Cost-control

Budgetable system evolution and spendingcontrol by transforming CAPEX into OPEX

Amortization with 3 years upfront paymentand fixed OPEX for upgrade s and Hardware

Support.

Annual flat fee for upgrades and support 25%-35% spared on software upgrade costs


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Pricing

TerminologyThe 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 asystem or an application. This Service Index represents the Software Value of asystem 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 serviceindex (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/orapplication.

The Total Service Index represents the base of calculation for the price of a support contract.

Pricing for IP TelephonyPricing rules for the OmniPCX Office

SMSBase of calculation Net price of category AA38,

CC30, CC31

Service Rate 6%

Discount None (product discount alreadyapplied)

Service Duration 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 belowdiscount 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.


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SMS pricing example for OmniPCX Office and ECS

OMniPCX Office Advancede 30 IP/4 TO Qt Unit Price NET PRICE Disc code

Alcate-Lucent OmniPCX Office Compact Edition 207,40

OmniPCX Office Compact unit 2nd GEN. 1 340,00 207,40 AA39

Voice card 756,40

ISDN Access to BRA 4 Board 1 640,00 390,40 AA35

VOIP8-1 CARD 1 600,00 366,00 AA35

OmniPCX Office SOFTWARE Licenses 1 281,00

Communication suite business IP M R6 1 2 100,00 1 281,00 CC30

Generic applications 36,60

XML WEB SERVICES R3.1 DVD-R 1 60,00 36,60 CC18

ALCATEL-LUCENT SERVICES 30,50

AIS COMPACT UNIT R6 1 50,00 30,50 GG41

TOTAL NET PRODUCT PRICE 2 311,90

SMS PRICE 76,86

Details of service price calculation

WPL price for AA38, CC30, CC31 2100

Net price for AA38, CC30, CC31 1281

Service rate 6% 76,9

SMS price for full lifecycle 76,9


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Pricing rules for the OmniPCX Enterprise and Applications

SMS SES

Base of calculation Total Service Index

Service Rate 6% 12%

Discount Support Services discount(Regional Service discount + Performance discount) see below

Service Duration 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 Discountbased on the Maximum Performance Discount defined in

2009 (20%)

TheVolume Discountbased on SMS and SES revenues of previous year on OXO, OXEand applications.

The Regional and Performance Discount Level is as shown below:

The Volume Discount levelis as shown below (the volume considered is the total sales of SMS + totalsales of SES):

*

ASpecial Commitment Discountwill be applied to SES contracts if the Business Partner commits toa period of3 to 4 years (10%) or of5 years (20%). This discount will be applied upon request with theopening of a Service Request.

50%LATAM , ASIAPAC, Middle East Africa

42%Germany, Switzerland, UnitedKingdom, Denmark, Sweden, Norway

45%France, Benelux, Austria, Italy, Spain,Portugal, Eastern Europe & Russia

Actual Service regionaldiscount

SMS / SES

SESSMSVolume discount (SMS SES sales)

31,5%

15%

Above 1000kEuros

From 500kEuros to 1000kEuros

17,5%

8%


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SMS/SES pricing example for OmniPCX Enterprise and Applications

Qty P.U. Total Price

Total

Service index

OmniPCX Enterprise packages 1 636

Communication Server software for up to 80 users One rack module 3 48VDC 1 2 975 1 636 6 160

Data Infrastructure 484

Equipment Maintenance 46

User Software Licences 25 025

Alcatel-Lucent OmniPCX Enterprise R8.0 software license 1 0 0

Call by Name License - 1 user 220 15 1 815 3 300

Remote Extension license - 1 user 50 120 3 300

License for Business IP - 1 user 300 110 18 150

Software license upgrade for the OmniPCX Enterprise sw engine 81 to 150 users 1 1 600 880 5 390

Software license upgrade for the OmniPCX Enterprise sw engine 151 and 350 users 1 1 600 880 15 400

Alcatel-Lucent OmniPCX Enterprise R8.0 software 1 0 0

A4400 Software 622

Essential pack 350 includes ARS accounting configuration licenses for e-CS 350 engine and 1 1 110 611 1 110

User Profile: Office Worker Premium for IP Terminal 50 0 2

User Profile: Team Worker Premium Base for IP Terminal 200 0 8

User Profile: Mobile Professional Premium with IP Terminal 50 0 2

Contact Center Applications IVR/CTI 0

CSTA 500 bypass software license 1 0 0

IP Fast Ethernet terminals 57 200

Alcatel-Lucent IP Touch 4038 phone Urban Grey French 6 lines graphical display 4 direction 100 420 23 100

Alcatel-Lucent IP Touch 4028 phone Urban Grey France 4 lines graphical display 4 direction 200 310 34 100

TOTAL NET PRODUCT PRICE 86 048 31 360

OmniPCX Enterprise SMS 1 035

OmniPCX Enterprise SES 2 070

Details of service price calculation

SMS SESTotal Service Index 31 360

Service rate 6% 12%

Service Price (WPL) 1 881,60 3 763,2

Service Discount 45%

Yearly price 1035 2070

Price for renewalsFor contracts in auto-renew: the price of the renewed contract will be the same as definedwhen 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.


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Pricing rules for the VitalSuite Performance Management Software and Vital QIP applications

SESbusiness hours

(8 hours x 5 days)

SES24/7

(24 hours x 7 days)Base of calculation Total Service Index

Service Rate 15% 20%

Discount Support Services discount(Regional Service discount + Performance discount) see page 21

Service Duration 1 year renewable contract

Pricing rules for Network Infrastructure (Data Solutions)

Pricing rules for Data & Security Solutions Articles with service category from 1 to 8AVR RTFBase of calculation Net price of solution

Service Rate % per service category % per service category

Discount None (product discount already applied)

Service Duration 3 years (renewable)

Net Service Price = Net Price x Service Rate

Service rate per category for 1st sale

ServiceCategory

Typical products Service rateRepair(RTF)

Advanced(AVR)

8 OmniSwitch 6250 (no fee applied) N/A N/A

7 OmniAccess 3500 10% 12%

6 Alcatel-Lucent MPLS 7750, 7450, 7710 and 5620

Alcatel-Lucent 8950 AAA

20% 22%

5 Software Applications (Authentication, Advanced routing...) Network Management (OmniVista) 10% 10%

4

OmniSwitch 10K OmniSwitch9x00

OmniSwitch 8800 OmniAccess WLAN appliances & switches OmniAccess 7x00 OmniAccess 5510 Transceivers

8% 10%


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END

OFSA-

LES

3

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

2 OmniSwitch (Omni-3, Omni-5, Omni-9) 4% 5%

1

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

2% 2,5%


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Support Service Pack pricing example (OmniSwitch 6850 & OmniAccess WLAN)

Code OI qty P.U. Total Price

IP Networking G/01 44 566,00

OS6850-24-EU chassis w/SSL (DES, 3DES, OS6850-24-EU 3 3 073,00 9 219,00

OS6850-48-EU chassis w/SSL (DES, 3DES, OS6850-48-EU 1 5 381,00 5 381,00

OS6850-BP-EU modular 126W AC backup OS6850-BP-EU 4 381,00 1 524,00

OS6850-P48-EU PoE chassis w/SSL (DES, OS6850-P48-EU 3 6 150,00 18 450,00

OS6850-U24X-EU chassis w/SSL (DES, 3DES, OS6850-U24X-EU 2 4 996,00 9 992,00

IP Networking H/04 10 319,00

OAW-4504-0-EU-OmniAccess 4504 - 4x 10/10 OAW-4504-0-EU 1 3 842,00 3 842,00

Access Point License (16 Access Point OAW-AP-LAP16 1 923,00 923,00

Wireless Intrusion Protection Mod.Lic 16 OAW-AP-WIP16 1 646,00 646,00

Wireless Intrusion Protection Mod.Lic 8 OAW-AP-WIP8 1 346,00 346,00

OmniAccess Wireless SFP - 1000Base-T, OAW-SFP-TX 2 227,00 454,00

Policy Enforcement Firewall Mod.Lic.128 OAW-USR-PEF128 1 808,00 808,00

Policy Enforcement Firewall Mod.Lic.256 OAW-USR-PEF256 1 1 538,00 1 538,00

Voice Services Module License (128 Users OAW-USR-VOC128 1 608,00 608,00

Voice Services Module License (256 Users OAW-USR-VOC256 1 1 154,00 1 154,00

IP Networking H/01 10 078,00

OmniAccess AP121 wireless access point. OAW-AP121 6 765,00 4 590,00

OmniAccess AP121ABG wireless access OAW-AP121ABG 6 612,00 3 672,00

OmniAccess AP61 access point with ... OAW-AP61 8 227,00 1 816,00

IP Networking G/00 1 427,00

OS6850 150 centimeters long stacking ... OS6850-CBL-150 1 227,00 227,00

OS6850 30 centimeters long stacking ... OS6850-CBL-30 8 150,00 1 200,00

IP Networking G/05 308,00

OS6850 Advanced Routing software. OS6850-SW-AR 4 77,00 308,00

TOTAL NET PRODUCT PRICE 66 698,00Product Price

Total net for 6850 (G/01,00,05)Total net for WLAN (H/04,01)

46 30120 397

Total net of the order 66 898

6850 WLANProduct Net Price 46 301 20 397

Service Category 4 1

Service rate (fee) 8% 2%

Service Net Price 3704 510

Total Support Price (3yeas) 4214


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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) year

Service Category +1y +2y +3y +4y +5y

8 NA NA NA NA NA

7 6% 9% 12% 15,5% 18%

6 11% 16.5% 22% 28.5% 33%

5 6.25% 7.5% 10% 13% 15.5%

4 5% 7.5% 10% 13% 15.5%

3 3.75% 5.5% 7.5% 9.75% 11.75%

2 2.5% 3.75% 5% 6.5% 7.75%

Repair (RTF) year

Service Category +1y +2y +3y +4y +5y

8 NA NA NA NA NA

7 5% 7,5% 10% 13% 15,5%

6 10% 15% 20% 26% 30%

5 5% 7.5% 10% 13% 15.5%

4 4% 6% 8% 10.5% 12.75%

3 3% 4.5% 6% 7.5% 8.5%

2 2% 3% 4% 5% 6%

1 1% 1.5% 2% 2.5% 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 Software upgrade

RTF: 30% WPL AVR: 30% WPL + 500 Technology upgrade1000 per switch Feature upgrade500 per switch

Maintenance upgrade100 per switch


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Quoting through ACTISQuoting for the OmniPCX Office and ECSAs 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, theSMS 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.


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Quoting for the OmniPCX Enterprise and Software ApplicationsThe 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. Forquotation, please send a Service Request to Service Contract team.

Quoting for Network InfrastructureProducts and Services are orderable within ACTIS; however its current version does not enable users to

display the amount charged for Support Services.


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OrderingOrdering IP Telephony

Ordering Office Solutions (OmniPCX Office)

The SMS Service is automatically ordered together with productorder.All orders of Software Support Services are taken via the Alcatel-LucentACTIS/ 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.


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Add-ons and Software UpgradeAdd-ons & software upgrade rules for IP TelephonyAdd-ons & software upgrade rules for OmniPCX OfficeAdd-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 ApplicationsFor systems or applications covered by a contractThe 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, thepurchase 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, thepurchase 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).


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The add-on is a software upgrade placed on a system that had an expired contract and running on a phasedout 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, theapplication 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 serviceindex.

The add-on is placed on a system that has never been covered by a contract and running on a phased outrelease, the purchase of an SMS or SES contract is not possible. ACTIS should not quote any SMS or SESprice.

To have the possibility to be covered by a Service contract, the partner must upgrade the Softwarerelease (see next bullet).

The add-on is a software upgrade placed on a system that has never been covered and running on a phasedout release, the purchase of an SMS or SES contract is mandatory. ACTIS will quote the SMS or SES pricebased on the Service index of the software upgrade.


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* Purchase of upgrade is not possible for the OmniTouch Contact Centre Premium. To benefit the software upgrade, theapplication 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 ofSoftware upgrade in service a service pack

is not purchased after the initial 3 years period following purchase of the product.


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Renewing your Support ServiceHow to renew your Service for IP Telephony

OmniPCX OfficeFor OXO systems, no renewal is possible as the SMS covered already the system until

the software release is phase out.OmniPCX Enterprise and Software ApplicationsAround 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 myRenewal 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 first Year Contract renew90 Days

30 Days

Contract

expiration period

T1T0T1-90days: Customized email notification

with different options proposed(URL links) and associatedquotation for your given END USER

60 Days

Expiration date

T1-60days: Second notification by email

Expiration notification: service is on hold

T1-30days: Our agents call you back to definewith you the best renewal policy

30 Days

T1 + 60 days: Grace period is about toexpire, last notification

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 theadd-on

o Invoice of the renewed contract value based on the service index of the add-on


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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 Center at

[email protected] get a restart offer.

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 serv ice leve l, it is possible to change the renewal policy option at the sametime except when moving from SES auto to SES non auto for example.

How to renew your service for Network InfrastructurePlease see the Support Services Contract Renewal - FAQ_EN document for complete information.

At the end of the 3 year period, it is the responsibi lity of the Business Par tner to contact Alcate l-Lucent 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), Alcatel-

Lucent Enterprise can provide a proposal to renew the Support Service Pack for additional

year(s).
mailto:[email protected]:[email protected]:[email protected]


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Contract Management process description(for OmniPCX Enterprise and Applications)Contract durationThe 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.

13/08

System

Purch

ase

Syste

mSh

ipment

16/09

Service

StartD

ate

Year 1 Year 2

Anniv

ersaryDa

te

(1month

forf

reeo

n1stye

ar)

Effect

iveex

pirati

ondat

e30/101/111/10

Contract

startd

ate

Contract Start Date = Date of shipment (or Delivery of key activation for software) aligned tofirst 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


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Contract take-overTake-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 full-year service.

The original partner has still access to service but no licenses upgrades or up-sales arepossible (locked contract).

Contract with new BP

Locked contract (no contract mods - no system up-sales)

Full-year contract for NEW Business Partner

List of manual processes for contract changeNote!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)


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Service Request process for Support ServiceFill the Business Partner form for request as indicated below:

SR type Sales order entry

Prod cat Contract

Service type Software Support Contract

Summary 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


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Other related documentsDocumentation

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

Websiteshttps://businessportal.alcatel-lucent.com

http://www.alcatel-lucent.com/wps/portal/Services
https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00033457https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00033457https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00031397https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00031397https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021890https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021890https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021888https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021888https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021888https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021888https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021889https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021889https://businessportal.alcatel-lucent.com/https://businessportal.alcatel-lucent.com/http://www.alcatel-lucent.com/wps/portal/Serviceshttp://www.alcatel-lucent.com/wps/portal/Serviceshttp://www.alcatel-lucent.com/wps/portal/Serviceshttps://businessportal.alcatel-lucent.com/https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021889https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021889https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021889https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021888https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00021890https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00031397https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00033457


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Contact infoFor any question regarding Support Services, you can contact the Support Services team [email protected]

For the opening of a Service Request, please contact the Support Center at

[email protected]

+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 Supported language Toll free number

France

French

+800-00200100

Belgium

Luxembourg

Germany

GermanAustriaSwitzerland

United Kingdom

English

Italy

Australia

Denmark

Ireland

Netherlands

South Africa

NorwayPoland

Sweden

Czech Republic

Estonia

Finland

Greece

Slovakia

Portugal

Spain Spanish
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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List of terms and acronyms relevant to this document.ACFE : Alcatel-Lucent Certified Field ExpertACSE : Alcatel-Lucent Certified System ExpertACTIS : The Alcatel-Lucent Quotation Tool

AL-E : Alcatel-Lucent EnterpriseAVR : AdvanceBPWS : Business Partner Web SiteCAPEX : Capital expenseseBUY : Alcatel-Lucent eCommerce platform for Business PartnerseSR : eService RequestHW : HardwareNRI : Non-returned itemOPEX : Operating expensesOXE : Alcatel-Lucent OmniPCX EnterpriseOXO : Alcatel-Lucent OmniPCX OfficeRMA : Return Material AuthorizationRTF : Return to factory

SES : Software Evolution ServiceSLA : Service Level AgreementSMS : Software Maintenance ServiceSW : SoftwareVAD : Value Added resellerWPL : Worldwide pricelist


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IndexAA38, 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, 18Contract 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, 7SMS 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, 6up-sale, 18

Volume discount, 13

Web and phone access to support services, 11


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Support Services Essentials

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