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Avaya Support Website Enhancements

Avaya Support Website Enhancements

With the fastest time to resolve in Avaya history, and the highest transactional customer satisfaction in Avaya history, the Avaya Support Website keeps getting better and better. And, Avaya continues to make enhancements to further improve your experience. Here are just a few of the actions Avaya has taken recently to improve your experience:

  • Enhanced Parts Replacement options to include additional types of Parts Replacement requests, as well as incorporating tracking returned parts.
  • Brand new Avaya Support mobile app available from the Apple and Google app stores
  • "Ask Ava" pre-chat questionnaire has been simplified
  • "Creating a service request" process will automatically serve up solutions to you
  • "Manage service requests" gives you company-wide visibility
  • Update to the Management Engagement Process

Avaya Parts Replacement Enhancement Initiative

Additional types or flows of Parts Replacement have been added to the support website to give Customers, Business Partners and Distributors a single point of entry for various parts replacement types. The new parts flows include: Provisioning Defective on Arrival, Hardware Warranty replacement for non-registered parts, and Shipping / Logistic claims (Wrong parts received, over shipments, under shipments or parts received damaged). Help on when to choose each flow is available via a new help article under the support site Help menu.

The Support site also now tracks and shows the end-to-end process of parts ordering and returning. We now show the status of the parts to be returned on the SR Detail page and on a new Pending Returns tab on your dashboard. The Service Request is now held open until all of the parts are returned. If parts are not received within 30 days, they are subject to billing. Additional information can be seen found in the link available in the Parts Replacement document available on the right hand side on this page.

Brand New Avaya Support Mobile App

Now you can download the Avaya Support mobile app for instant access to Avaya support capabilities on your mobile device. The Avaya Support app provides you with personalized access and a simplified support experience for Avaya solutions anywhere, anytime. Whether you need to view recent service requests, raise a new issue with Avaya support experts, report a service outage, or search for a solution in the Avaya Knowledge Base, the Avaya Support app puts the information you need to keep your solution up and running at your fingertips.

Ask Ava Pre-chat Questionnaire Simplification

In early November 2015, Avaya Global Support Services is simplifying the chat process for the best chat experience possible. The "Ask Ava" pre-chat questionnaire has been updated to ask you fewer questions and will default your Sold To or Functional Location into the questionnaire. If you have multiple locations the lowest number will default into the questionnaire. Working with Ava just became a whole lot easier.

Creating a Service Request

Now, when you create a service request you will be asked to select a product and describe your issue. This will enable Avaya Support to streamline your asset search and serve up solutions to your issue so you don't need to open a service request, bringing you even faster resolution. Of course, if you would like to open a service request you still can, and only entitled assets of the product type originally selected will be displayed, reducing the number of assets to search through when creating the SR.

"Manage Service Requests" Just Got Easier

From now on you will be able to view any Service Request (SR) you have permission to access giving you company-wide visibility into all your requests. You can do a simple search for Service Request(s) by SR number, Sold To, and Vendor Tracking ID. Or, you can now use the Advanced Filters to look at a specific group of Service Requests.

These are just a few examples of changes Avaya Global Support Services continually makes to improve your experience and satisfaction. When you asked for these changes, Avaya listened and delivered.

Update to the Management Engagement Activity Process

In order to allow time to route your service request to the appropriate resource, Avaya is making a slight change when you request support for a Non Service Impact or Business Impact severity. When you submit a request for either of these severities, you will be required to wait thirty minutes from the time you submit your request before you can request the Management Engagement Activity process. This will allow Avaya adequate time to get your service request to the right resource. If your service request has a Severe Business Impact or Outage severity level this change does not apply.

You are now leaving Avaya Support and entering the Avaya Learning website.

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This functionality is only available to customers and partners who are logged in. Please sign in now or Register using the Register Now! Link

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Your support registration has been received and is in the approval process. Your Company Administrator is reviewing your request in order to approve your login. You will receive a confirmation email upon approval. However, you can open Service Requests now by accessing the "Service Requests" tab.

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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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Please use https://avaya.service-now.com for support requests.

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