KKeeyyccooddee RReettrriieevvaall SSyysstteemm ((KKRRSS)) SSuuppppoorrtt PPoolliiccyy P U R P O S E

This notice describes the global support policy for Nortel Heritage Enterprise products within the Keycode Retrieval System (“KRS”), including the processes for obtaining standard and emergency user support (“KRS Support”). Mitigation steps to avoid on-site keycode installation emergencies are also provided. This KRS Support Policy (“Policy”) is applicable to keycode licenses for all products that are supported within the KRS tool. C O N T E N T S

1. Scope of Policy 2. KRS Support Policy 3. Limitations and Exclusions 4. Order Management Support Contacts

1 ) S C O P E O F P O L I C Y

a. Covers all Nortel Heritage Enterprise products available in the KRS tool: o Agile Communication Environment o Application Gateway o Business Communications Manager o Business Communications Manager 50 o Business Communications Manager 450 o CallPilot 100/150 and Mini o Communication Server 1000

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o Enterprise Business Solutions o Identity Engines o IP Clients o IP Softphone 2050 o IP Softphone 3456/3457 o Media Processing Server Series/Voice Processing Series o Meridian 1 o Mobile Communication 3100 Series o Multimedia Communication Portfolio/CS2K-SS/BCP o Norstar o SCS (Software Communication System) o SIP Contact Center MAS o Subscriber Manager o Survivable Remote Gateway o Survivable Remote Gateway 50 o Unified Communication Application Suite

2 ) K R S S U P P O R T P O L I C Y

a. Service Definitions

BUSINESS CRITICAL Status (serviced during Business Day and After Hours) Response Time: 30 minutes to 1 hour, or best effort due to volume Definition: Keycode problem that severely affects service, capacity/traffic, billing and maintenance capabilities and requires immediate corrective action.

i. A loss of service that is comparable to the total loss of effective functional capability of an entire switch and/or application attached to a switch

ii. A reduction in capacity or traffic handling capability such that expected loads cannot be handled

iii. Any loss of safety or emergency capability (e.g. 911). Customer should state the severity for such critical requests

MAJOR Status (serviced during Business Day only) Response Time: 4 to 6 hours Definition: Keycode problem that seriously affects system operation and may significantly affect service to customers if not resolved.

MINOR Status (serviced during Business Day only) Response Time: within 2 business days Definition: Keycode problem that does not significantly impair the functioning of the system and does not significantly affect service to customers. The problem is not call related.

Service (“Case”) status is determined after consultation and agreement with the customer.

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b. Support Process

To initiate a request for KRS Keycode support, users should complete the on-line "Global Support Request Form" from the following url: www.nortel.com/ebizsupport All support requests should include the following information to expedite the creation of the user case:

o Region o User Name & Phone (plus alternate contact as required) o Nortel Log-in/ID o Customer Account ID & Customer Name o Product Type o System ID / Site Name / CLLI / fqdn o PO # and/or Authcode(s) o Identify if the request is for an Emergency outage (i.e. Business Critical)

Americas / Caribbean and Latin America (CALA)

Hours

(Eastern Time) Status

Supported Contact Method Expected

Response

Business Critical

800-466-7835 or (919) 905-4210,

Option 1, ERC 4560#

30 minutes to 1 hour

Major On-line Support Form 4 to 6 hours

Business Day 8am - 8pm

Minor On-line Support Form up to 2 days

After Hours 8pm - 8am Business

Critical

800-466-7835 or (919) 905-4210,

Option 1, ERC 4560#

30 minutes to 1 hour

Business day support for the KRS tool is available from 8 a.m. to 8 p.m. Eastern Time. For After Hours support, contact KRS Support at 1-800-466-7835 or (919) 905-4210, Option 1, Express Routing Code 4560#.

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Europe, Middle East, Africa (EMEA)

Hours (GMT) Status Supported

Contact Method Expected Response

Business Critical 00800-8008-9009 30 minutes

to 1 hour Major On-line Support Form 4 to 6 hours

Business Day 0830 - 1700

Minor On-line Support Form up to 2 days After

Hours 1700 - 0830 Business Critical 00800-8008-9009 30 minutes

to 1 hour

Business day support for the KRS tool is available from 0830 to 1700 hours GMT. For After Hours support, contact KRS Support at 00800-8008-9009. Asia

Hours (Sydney Time)

Status Supported

Contact Method Expected Response

Business Critical +61 2 8870 8800 30 minutes

to 1 hour Major On-line Support Form 4 to 6 hours

Business Day 0830 - 1700

Minor On-line Support Form up to 2 days After

Hours 1700 - 0830 Business Critical +61 2 8870 8800 30 minutes

to 1 hour

Business day support for the KRS tool is available from 0830 to 1700 hours (Sydney Time). For After Hours support, contact KRS Support at +61 2 8870 8800.

c. Mitigation Help for Keycode Installations

The following verification steps are suggested actions for installers to take prior to installing keycodes on site and/or contacting KRS Support:

i. Pre-validate system features using KRS PRIOR to installation For NEW systems, compare the keycode with the features ordered on

the purchase order (“PO”). Report discrepancies to Avaya Order Management prior to the keycode installation date to avoid on-site emergencies.

For Upgrades, compare the new keycode with the installed features on existing system(s). Report any discrepancies to KRS Support prior to the keycode installation date to avoid on-site emergencies.

ii. Validate the System ID

For both NEW installations and Upgrades, ensure that the on-site technician validates the system ID(s) PRIOR to performing any regeneration, generation, or upgrade activity. Do not use the hardware ID as the system ID!

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iii. Compare installed features for BCM / BCM 50 / CallPilot Upgrades

Compare the existing system inventory with the KRS keycode file PRIOR to adding or regenerating features on site. Take screenshots of KRS for any discrepancies between the installed system features and the keycode file. Capture the ‘View Auth Code History” screen. Note the following limitations with Keycode technical assistance: Licenses cannot be reset once they have been consumed without

product line management (“PLM”) approval. After Hours support is not available for keycode resets.

Only the features identified on KRS (done by authorization code or PO) will be carried forward during the regeneration/upgrade.

Keycodes may be generated for lost/missing features if proof of purchase is provided.

iv. For additional product support information for BCM and Norstar, see

Distribution Notice (“DN”) “N7C5CGS4_Keycode Support Policy_Norstar_BCM”.

3 ) L I M I T A T I O N S A N D E X C L U S I O N S

a. NEW Meridian 1 (Communication Server 1000) site installations and/or upgrade activity

i. Keycode support for NEW switch/PBX/application installations is provided by

Avaya Order Management. ii. In addition, PBX/application upgrade activity which may result in inaccurate

keycode generation due to software history discrepancies may be referred to Avaya Order Management for support.

iii. Order Management will engage KRS keycode support as required.

b. Planned Maintenance or Upgrades

i. ‘Business Critical’ Support will not typically be provided when a switch/PBX/application is removed from service to perform planned maintenance or upgrade activity and the new keycode fails to install new software features or the new features are installed on an incorrect target system.

ii. A ‘Business Critical’ priority exception will be made for upgrade activity where a significant hardware upgrade is also in progress and the ability to reinstall old hardware is prohibitive or not reversible.

iii. Keycode mitigation and self-help steps should be followed to minimize emergencies during upgrades. Typically, the emergency workaround would be to re-install a previous working keycode.

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4 ) O R D E R M A N A G E M E N T S U P P O R T C O N T A C T S

Americas Business day support for Keycodes via Order Management, per section 3(a), is available from 8 a.m. to 6 p.m. Eastern Time. To initiate an After Hours request for KRS Keycode support from Avaya Order Management, Partners must contact 1-800-466-7835 and select an appropriate Express Routing Code. Partners can verify their emergency contacts and processes by contacting Avaya Order Management. Caribbean and Latin America (CALA) Business day support for Keycodes via Order Management, per section 3(a), is available from 8 a.m. to 6 p.m. Eastern Time. To initiate an After Hours request for KRS Keycode support from Avaya Order Management, Partners must follow their emergency contacts and processes as outlined by Avaya Order Management. Europe, Middle East, Africa (EMEA) Business day support for Keycodes via Order Management, per section 3(a), is available from 0830 to 1700 hours GMT via email to keycode@nortel.com To initiate an After Hours request for KRS Keycode support from Avaya Order Management, Partners must contact +44 28 9036 3101. Partners can verify their emergency contacts, hours of operation and processes by contacting Avaya Order Management. Asia Business day support for Keycodes via Order Management, per section 3(a), is available from 0830 to 1700 hours (Sydney Time) via the on-line "Global Support Request Form" from the following url: www.nortel.com/support/tools/ebusiness/ To initiate an After Hours request for KRS Keycode support from Order Management, Partners must contact +61 2 8870 8800. Partners can verify their emergency contacts, hours of operation and processes by contacting Order Management.

A D D I T I O N A L T E R M S A N D C O N D I T I O N S

1. Avaya may cancel, suspend, amend, modify, revoke, or terminate this Policy, in whole or

in part, for any reason, at any time, for all Partners, with reasonable notice. 2. The Avaya account representatives have no authority to interpret or vary the terms of this

Policy. 3. Avaya reserves the sole right to interpret and establish the terms and conditions of this

Policy. 4. These requirements do not alter or change the terms and conditions under which the

Partner has agreed to resell Avaya products and services. 5. For Stocking Distributors: Violation of the terms and conditions of this Policy, whether by

Stocking Distributor or Partner, may result in the Stocking Distributor being billed. If the

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violation is by the Partner, the Stocking Distributor may recover such billings from the Partner directly.

6. Both Avaya and the Partner agree that customer information or any other sales-related information, provided under this Policy is confidential and proprietary whether marked as such or not. Avaya agrees that it shall use such information solely for the purposes of this Policy, and for no other purpose.