Support.Avaya.ComRichard Schuman – Service Account Manager

Access Requirements

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User’s Login using the email you signed

up with and your password

Login page

If you do not already have a Single Sign-On, you must register on the Avaya Support Site.

SSO Registration –

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Register For Support SiteEnter User Information

• Enter valid email address and password and all other required fields

• New visitors will need to be approved by their Company Administrator to have their account enabled

• The Avaya Access Admin Team (AAAT) can approve requests where there is no Company Administrator in place

Relationship with Avaya:• Customers will need their sold to #.

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Register For Support SitePending Approval

Logging in to https://sso.avaya.com you can see the registration status. It will show “Pending Approval” until the Company Administrator approves the request. The Avaya Access Admin Team (AAAT) can approve requests where there is no Company Administrator in place.

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Support.Avaya.com

Avaya Software Compatibility Audit (ASCA) ReportsCheck Case StatusCommunication Manager Compatibility ReportsCreate On-Line Service RequestsService Packs, SW Patches/UpdatesFlash Product Training DemoHealthCheck ReportsInSite Knowledge Base SearchesManage Alarms ToolProactive Case Status AlertsUpdate Site Contacts

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Unified dashboard and single web portal for real time system status, reporting and incident management

End-to-end view of network operations

Easy access to system reports and tools

Operations Intelligence Suite (OIS)

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REALIZE THE POTENTIAL OF YOUR AVAYA SOLUTION.INNOVATIVE SUPPORT.

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Home

Giving You the Information You Need

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Easy to access information Web-based solution User sites and information Easy to navigate site pages Drill down reporting/capability

Instant network oversight Single glance view Unified, real time dashboard Zoomable map with

customized information

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Reducing Downtime

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Incidents

Full visibility into issue resolution Incident detail Time to resolution Filter by incident type Incidents by initiated

Quickly see and react to issues Incident status Trending summaries and

historical reporting Closed incident detail

SR Creation

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User’s Login using your

username and password

Login page

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Self Service Feature: Create Service Request

Select Service Request as indicated to open a Service RequestSelect Parts Replacement as indicated to open a Parts RequestFor login to the Support page, password, Sold Tos listed, need to change your access type, request PLDS access or report PLDS related issues, please contact Avaya IT Helpdesk:               US: +1 866 282 9248               EMEA: +44 1483 309800               Canada /CALA: +1 720 444 0130 APAC +65 6872 8700               Germany: +49 69 7505 1234               Or on-line, by visiting: www.avaya.com/partner-itss

Once successfully logged in, the user will be welcomed.

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Select Sold-To

User’s should determine what is needed. Default is I need to fix my product which results in a Break/Fix SR so be sure this is what you need before populating the template and hitting ‘Next’.

You can also order replacement parts using this option.

Starting Point: • If the Sold To (or address) is known, enter it in the

text “Find your Sold To” text box• You must depress the Enter key on your

keyboard so that the Sold To number can be looked up.

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Optional Search

Example of using the don’t know either function refined by entitled products.

Select your Product

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Problem Details & Review Knowledge Base Returned Results

The process allows the user to review possible solutions that may resolve the need to log an SR.

Enter text in the Problem Details field to describe the issue or pose the question. NOTE: Red designates required entries

Click on a specific solution to view. If the solution resolves your issue, click YES to stop opening the SR. Click NO to continue.

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Enter Additional Details

User’s must select the appropriate option for Severity.

Enter specific details regarding the issue you need to resolve.

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Review and Submit the Service Request (SR)

Review contact information as well as all entries. If correct, hit submit. If an attachment needs to be added, you’ll be given an opportunity to do so after you select Submit. If the visitor does not want to submit the ticket, select Cancel.

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Service Request has been SubmittedThe SR # is created. This is the SR that will appear in Siebel. Depending on how the template was populated, the appropriate team will receive the SR to work. You may now add attachments to your SR.

Access Errors

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Access Errors

Submit an email to avayaaccess@avaya.com Provide a description of the problem you are

experiencing and any supporting screen shots that you believe will help Avaya resolve the problem.

Provide your contact information