Avaya’s systems operate on a Product Lifecycle with two end dates its users need to watch out for. After the End of Sale (EoS) date, Avaya will no longer sell the system in question. After End of Manufacturer Support (EoMS), manufacturing for the system will stop entirely. No more patches will be written and parts will be more difficult to obtain.
Avaya will offer its Extended Support after EoMS, which comes with a reduced suite of support features. Third-Party Maintenance (TPM) is another option for Avaya users. It offers everything Extended Support does and more, often at a reduced cost.
TPM is when a third party with the proper qualifications supports an Avaya phone system in place of Avaya’s direct support. It comes at a better price than Avaya’s Extended Support and doesn't mandate system upgrades.
These contracts don't have strict end dates but also don't require longstanding commitment. Temporary TPM contracts are perfect for companies looking to keep their systems running during transition.
Valley Medical Center, a large healthcare organization in the Seattle area, received a temporary TPM contract for its Avaya systems. Its major locations relied on these systems while transitioning to a new Cisco solution.
Legacy Avaya users with stable environments stand to gain the most from TPM. They need parts replacements and Tier III incident management to keep their systems running. A TPM provider will offer these features with no added costs or forced upgrades.
This is especially true for companies who plan to transition to the cloud. Most Avaya users will make a full cloud transition within the next 3-4 years. TPM enables them to use their systems as a failsafe while they deploy a cloud-based solution. In some cases, a TPM provider can also help design, deploy, and manage the new solution as well.
The primary value of a full system upgrade is access to resources from Tier IV engineers — especially new code and software patches for Avaya systems. However, these aren't necessary for users with stable legacy systems. Tier III resources will keep these systems running and most likely cost the system owner much less.
TPM providers can add value for Avaya system owners by offering a better service than Extended Support.
TPM offers more services and faster response times at a fraction of the cost compared to a system upgrade. It may even be less expensive than your contract with the original equipment manufacturer (OEM).
TPM providers supply Tier III support for systems long past EoMS. This includes access to a technical assistance center (TAC) as well as remote and on-site incident management.
The OEM offers parts replacements on a “best-effort” basis. However, TPM providers keep as many spare parts on hand as possible. They offer guaranteed parts for systems well beyond EoMS.
Avaya is continuously coming out with new software but deploying it requires expensive upgrades. A TPM provider offers consistent support — never applying pressure to upgrade.
The Avaya Product Lifecycle can make it difficult to get the support you need for your legacy systems. You have the option to upgrade your system once it's past EoMS, but it can be expensive and time-consuming. TPM from Continuant can keep your system running well beyond EoMS.
For more than 25 years, we have supported phone systems for organizations all over the world. These include several Fortune 1000 companies such as 3M and Archer Daniels Midland. We have been able to offer our customers up to 40% in cost savings.
Is your Avaya system past EoMS? Request a quote today and get the support you need.
* Editor's Note: This article was originally published in August 2020 and has been revamped and updated for accuracy and comprehensiveness.