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Avaya Support Guide

This guide has been designed to help you get the most from your Avaya support agreement. It provides you a description of the various tools and services that you have access to as a valued Avaya Support customer. Please download a copy of this guide and keep it handy since it contains step-by-step instructions and screen shots to help you navigate the Avaya Support Website.

Avaya Support Customer Welcome Guide for Enterprise

Access your Avaya welcome guide in order to leverage your Avaya Support Services benefits.

Avaya Support Customer Welcome Guide for Small and Midsize Business

Access your Avaya welcome guide in order to leverage your Avaya Support Services benefits.

Avaya Biller Direct

A free service that makes it easier than ever to manage your Avaya account.

Avaya Global Holiday Schedule

The most recent Avaya Global Holiday Schedule.

Avaya Remote Access Primary and Secondary Gateway Links

Primary and Secondary Gateway Links for Avaya Remote Access users. This would include internal Avaya employees, Authorized Partners, Contractors and Consultants.

Avaya Equipment Registration

Provides Avaya Authorized users with the latest information for registering equipment for their end-user Avaya customers.

Avaya Product Classification

Avaya's Product Classification report contains information about Avaya's communication and supporting technologies, the product names and associated classification codes.

Co-Delivery Certified Partner Contacts Verification Process FAQs

This document contains the Frequently Asked Questions for the Co-Delivery Certified Partner Contacts Verification Process.

Lifecycle Summary Matrix and PCN and PSN Reports

Lifecycle Summary Matrix, Product Correction Notices (PCN) and Product Support Notices (PSN) Reports that are updated monthly to provide current information.

Self Service - Scope of Support Policy

This document explains the Scope of Support Policy for Avaya's self service design environment.

Service Pack Schedule

The information contained in this report reflects the currently planned service packs.

Sold To Lookup Tool

The Sold To Lookup Tool can be used to see a list of all Sold To accounts associated with your Customer or Partner logon ID.

Visio Stencil Library

The Avaya Visio Stencil Library provides stencils that can be used when creating Visio drawings of Avaya solutions for implementation and documentation purposes.

Instructional Videos for Avaya Products

Video walkthrough for Avaya products.

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Tips for Searching Avaya Support


A good query consists of three things:

 Enclose exact words or phrases in double quotes. Include plus (+) to require words, minus (--) to exclude words, and OR between words. i.e. forwarding OR coverage + "all calls"-- remote

 

Don't include "special" characters in your search (i.e. &, <, >, *, $, / ,\, ....)

 

The more exact the phrases are to the actual title or string of text in a document, the better the results


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Welcome to the Avaya Support Website

Please visit the Terms of Use link to review how your support may change while using Web Chat, Web Talk and the Total Service Outage Button.

Explore your account information including assets, entitlements and contacts by visiting My Information> Explore Accounts

Videos and Tips on using the Avaya Support Website can be found here.

Use the Support by Product short-cut at the top of each page, and select your product and release to find the latest Product and Support Notices, the latest and top documentation, latest downloads, and the Top Solutions that agents are using to close customer tickets.

Login and leverage Ask Ava to get easy access to known solutions to your problems and to engage Avaya Live Agents through Web Chat.  We are set up for collaborating with you with screen sharing and Web Talk.

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Report Provisioning DoA Parts is only available to Avaya SSO users who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Logistics / Shipping Claims is only available to Avaya SSO users who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Make a hardware warranty claim is only available to Avaya SSO users who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Distributor PDOA Upload is only available to Avaya Business Partners and Employees who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Distributor functionality is only available to Employees or to Avaya Distributors who are logged on and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

The Sold To for the criteria provided must be associated to your SSO login. To validate this, use the https://support.avaya.com/support/STLookup.action link.

If you do not have access to this Sold To, contact your Company Administrator

EMEA LFS Hardware Return is only available to Avaya Business Partners which belong to EMEA region

The SO / PO entered is either not valid or not associated with the Sold To provided.

Serial Number can not be same