Avaya maintenance support

After your IR system is installed and the feature licensing is set up, Avaya provides maintenance support to ensure successful operations. Charges for maintenance support may or may not apply, depending on the type of maintenance contract you have, and the type of work that is required.

Troubleshooting

Avaya support representatives are available by phone to troubleshoot problems on your IR system. Avaya can dial in to check system information and run tests. Avaya may also receive notice of a problem before you are even aware of it. See Remote access for maintenance for details.

In most cases, problems are resolved without the need to dispatch a technician to your site. Avaya support representatives will work with you to help identify the cause of the problem. If the problem is caused by a device, application, or connection that is not part of the IR system, you need to receive help from a resource outside of Avaya to resolve the problem. For instance, you may need to contact your:

• Application vendor for problems caused by application errors or application inefficiency
• LAN administrator on LAN transmission problems
• Local exchange carrier (LEC) for issues with the public switched telephone network (PSTN)
• Third-party vendors to correct errors in speech programming
• Database administrator on database setup and transaction issues

You will want to resolve problems, especially those that affect voice operations, as quickly as possible. Performing preventative maintenance explains how to maintain the information and resources that you need to support effective troubleshooting. Troubleshooting overview describes the requirements for successful voice response operations and explains how things can go wrong.

Hardware repair

If a component of your IR system needs repair or replacement, an Avaya support representative will arrange to dispatch a technician to your site.

Caution:
Do not attempt to remove and repair IR system components yourself.

Upgrades

When you need to add capacity or activate new features on your IR system, contact your Avaya sales representative. Avaya sales and support representatives will work with you to set up and complete the upgrade.

System restoration

If your IR system is affected by a disaster or other event that causes data loss, Avaya support representatives will work with you to restore the system. These guidelines apply to system restoration:

• Work done by Avaya to restore systems is billable.
• System restoration is much faster and easier if you have complete system backups and records.

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