Support

Welcome to Avaya Support

Whats New
Welcome to Avaya



This site is intended to provide integrated Nortel Enterprise Services Business Partners and Direct Customers the links, information and tools needed to successfully navigate the Support system within Avaya.
CONTENTS
down arrow To Get Started
down arrow Avaya E-Notifications
down arrow Communications
down arrow Knowledge Base
down arrow For Future Reference
To Get Started
  Frequently Asked Questions (FAQs)

Please reference this extensive document prior to contacting support professionals. You will find answers to the following topics:

  What's changing with the move to Avaya Services?
  Contact Information
  Avaya Access
  Support Site Demo
  Avaya Customer Sold To or Business Partner Link ID
  Service Request/Escalation process
  Parts Replacement process
  And more ...


  Register for Support

You will only need to register one time. For future reference, Avaya Access (see below) will be your sole reference for support information and tools.

  BUSINESS PARTNERS: To register for support, you will need your new Business Partner Link ID number. A conversion ("Look Up") tool has been created to assist with this process. Please reference the FAQ for instructions or you may also find links to the "Look Up" tool from the Register Now page.
 
NOTE: You will need your Nortel Business Partner ID to find your new Avaya Business Partner Link ID. If you are not able to locate your Link ID, please send an email to: partnerhelp@avaya.com.
 
  DIRECT CUSTOMERS: To register for support, you will need your new Avaya Sold To number. A conversion ("Look Up") tool has been created to assist with this process. Please reference the FAQ for instructions or you may also find links to the "Look Up" tool from the Register Now page.
 
NOTE: You will need your Nortel Site ID to find your new Avaya Sold To number.
 
  LOOK UP TOOL: Converts Nortel Business Partner Link IDs to Avaya Business Partner Link ID and Nortel Direct Customer Site IDs to Avaya Sold To numbers. *As noted in the "Register For Support" section above, the converted output (BP Link ID or Sold To) is required to complete the registration process.
Avaya E-Notifications
Avaya E-Notifications allow you to receive automatic notifications regarding additions and changes to Avaya Support documentation and downloads. If you were subscribed for e-mail alerts at Nortel, please note that they were not able to be migrated during this transition. If you would like to subscribe for Avaya E-Notifications, please click here.
Communications
For a copy of the letters e-mailed to Nortel Enterprise Services Business Partners and Direct Customers, click the links below.

  September 2010 (General Information) English, Deutsch.
  October 2010 (Regional Introduction dates, etc.) English, Deutsch.
  December 2010 (Notification: EOL - Clarify Web Service Request Tool - January 10, 2011)
   English, Deutsch.
  January 2011 (Final Notification: EOL - Clarify Web Service Request Tool - January 10, 2011)
   English, Deutsch.

 
Knowledge Base

The InSite Knowledge Base is located in the center of the http://support.avaya.com home page.

 

Entitled users may log in with their Avaya Access ID for additional content. The full migration of Nortel.com content to http://support.avaya.com is an ongoing effort and is currently underway. If the content you are looking for cannot be found at http://support.avaya.com you may still use Nortel.com in the interim.

If your answer cannot be found using InSite you may also visit our Support Forums at http://support.avaya.com/forums. Avaya Access and an Avaya maintenance agreement or authorized Partner relationship is required to Post or Reply to threads. All other users have read only access.
For Future Reference

 AVAYA ACCESS

After your registration is complete, Avaya Access will be your sole reference to Self Service Tools, general Avaya Access information and other links to:

  Getting Started with Avaya Access
  Managing Your Avaya Access Profile
  Avaya Access Administrator Roles and Responsibilities
  Delegated Sold To Administration - Requesting/Granting Sold To Access