Parts Investigation Request
When trying to request a part, where you have concluded that the part is not in the “Minor Material” catalog and is not listed on your sold-to as eligible for replacement, you can create a Parts Investigation Request.
A Parts Investigation Request will allow you to create a ticket for which Avaya will investigate the entitlement for a parts replacement when the part is not listed on your install base. After the agent review, you will be engaged during normal business hours to discuss this request. No order will be sent until your entitlement has been confirmed.
Select the “Can’t find your part to request a replacement? Click here for more options” link at the bottom of the parts list you have after selecting a Sold-to from the “Parts Replacement” request.
This will pop up a the Create a Parts Investigation Request form:
Fill out the form's required fields
- Your SSO credentials will be auto-filled
- Enter the Sold-to that you expected the part to be on
- Enter the product from the product catalog.. this will help Avaya route the ticket to the proper support team. NOTE. The Product Catalog doesn’t use acronymns. So CS1K, for example, can only be found by typing “1000” or Communication Server 1000
- Enter the Part Number if known
- You must enter a description of the part
- Enter the Business Impact which will determine the severity of your ticket
- Describe the product, the part you want replaced and the reason you believe it is defective.
- You’ll have to accept the Terms of Use check box for the Parts inquiry form before you can hit submit.
- When you hit submit, a ticket will be created and routed based on the product you selected from the product catalog.
This ticket, if opened after hours, will be addressed the next business day.
If you are in an outage situation, you should go to https://support.avaya.com to Report a Service Outage using the big orange button.
· Once the Avaya Service Associate reviews the ticket they will engage you to let you know if your request can be processed or not.