Secure Access Link (SAL)
Client Overview
Justin Gesso
Agenda
 Delivering Value with SAL
 Enabling an Outstanding Suite of Services
 SAL Components and Capabilities
 Enhancing Your Support Experience
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
2
Secure Access Link
A remote access and alarm transport solution software
that maximizes uptime and strengthens security
Improved support of your
communication networks
 Be in complete control of when and
how Avaya, or any other service
partner, accesses your network
 Optimize your communications by
leveraging a suite of advanced tools
and resources
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
3
Delivering Value with SAL
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
4
Delivering Value with SAL
Improving your network management with superior benefits
More Control and Improved Security
Make balanced decisions about how you want
to achieve access control
More Choices
Experience flexible deployment options
for a tailored solution
Enhanced Value
Improve your communications uptime
with an enabled suite of Avaya services
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
5
Maintain Complete Control
Simplify Management
More Control &
Improved Security
 Consolidate 500 remote access points down to a
single centralized SAL Gateway
 Centrally manage remote access rules and policies
Regulate Access
 Ability to authorize each remote access request
individually
 Egress model, requiring only HTTPS outbound for
both remote access and alarming
Reduce Network Risk
 Use of secure protocols and industry best-practices
 Enforced unique identification and strong
authentication of each user
 Support for full redundancy
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
6
Customize Your Experience
Set Access Rules
 Define maintenance access window
More Choices
 Ability to assign roles based on factors such as who
they are, how they authenticate, or when they are
accessing your network
Increase Support Options
 Define your preferred service partners for service
and support
 Flexible deployment lets you choose SAL
components based on your needs
 Legacy and future product support helps protect
existing investments
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
7
Drive Network Performance
Experience Faster Resolution
Enhanced Value
 37% faster Resolve times on Major Severity service
requests for Communication Manager
 58% shorter resolution times for Tier 4 with access to
advanced tools and reduced manual data collection
Optimize your Avaya Solution
 Access to the full Avaya services portfolio enables
advanced diagnostics and performance monitoring
 Resolve chronic problems and reduce risk on software
upgrade and patch rollouts
Reduce Costs and Increase Value
 Eliminate modem hardware and administrative expenses
 Support virtualization
 Maximize uptime and visibility
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
8
Enabling an Outstanding
Suite of Services
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
9
Leverage a Full Suite of Services
Open the door to faster resolution, maximal uptime, and overall satisfaction
 Fast patch and software deployments
 Speedy project completion
 Quick response to configuration changes
EXPERT
SystemsSM
Intelligent Reporting
 74% fewer outages reduces service costs
 48% of system alarm resolution solved by
EXPERT systems, with 99% resolved
remotely
 Client insight and network visibility
 Operations Intelligence Suite
 While You Were Sleeping 2.0 Reports
 Seamless issue resolution
 Systematic log evaluation
 Center of Diagnostic Sciences (CoDS)
reduces time to issue identification
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
10
EXPERT SystemsSM
Industry-recognized monitoring of voice network
results in 74% fewer outages
Identification
Isolation
Resolution
Detects system
generated alarms with
30,000 intelligent
algorithms and begins
troubleshooting in less
than 5 minutes
Identifies source
of trouble and
whether it can be
cleared by EXPERT
or dispatched to
an engineer
EXPERT monitoring
resolves 48% of
alarms without a
remote engineer and
provides average 20%
faster resolution
Median Resolution within 13 minutes
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
11
Operations Intelligence Suite
A single source for complete network visibility
Unified dashboard for
real time system status,
reporting and incident
management
End-to-end view of
network operations
Easy access to system
reports providing the
information that matters most
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
12
Advanced Diagnostics
As technology advances, so does complexity of troubles
Access to the full ecosystem of Avaya Client Services, results in performance
unmatched by other remote service methodologies
 Enable advanced support tools
Percentage Improvement in Restore Times
SAL vs Other Remote Access Models
– Debug
– Data capture
– Automated log evaluation
60%
50%
– Trace decoders
– Other diagnostic scripts
40%
 Identify root causes
30%
 Receive fast and effective
manufacturer level support
20%
10%
0%
Tiers 1-3*
Tier 3.5
Tier 4
Complexity
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
*For major service requests only
13
Components and Capabilities
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
14
Capabilities
1
Secure Remote Service
 All engineers servicing your network are uniquely identified
with authentication based on industry standards
 Centrally control access and receive log of service activities
2
Flexible Alarming
 Alarms can be immediately sent to Avaya and multiple service
partners and/or your support center for quick response and
improved oversight
3
Policy Control
 Easily manage components and change your policy as needed
 Set up unique access policies customized for each Avaya
authorized partners’ level of service
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
15
SAL Components Overview
Scalable, flexible, and reliable
remote service architecture
Client Components
 Secure Access Link
Gateway Software
 Secure Access Policy
Software (optional)
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
Support Center
 Remote Secure Access
Concentrator Software
 Core Secure Access
Concentrator Software
 Global Access Software
 Database Software
16
Client Components
Components Detail
Required
Secure Access Link Gateway Software
 Single required client component
 Provided as part of your Avaya support agreement
 Receive and forward alarms securely and reliably over
the internet
 Polls service providers for connection requests
 Supports up to 500 end devices
SAL was
designed to be
self-installable,
however there
are APS offers
available to
help maximize
implementation
Optional
Secure Access Policy Software




Provided as part of your Avaya support agreement
Centrally manage policies
Explicit approval capabilities
Monitor and terminate active sessions
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
17
SAL Implementation
To maximize ease of installation,
APS offers three levels of support
Full Advanced
Consulting
Testing
Design
 Training Services
Validation and
Training (Add-on)
Design Validation
Troubleshooting
Installation
Testing Services
Standard
SAL Server implementation
SAL Gateway upgrade to version 2.1
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
18
Enhancing Your Support Experience
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
19
Preparing for the Future
Innovative, forward thinking roadmap





Staying ahead of security standards
Red Hat 64 bit and 6.1 support
2048 bit Verisign 2FA, plus other security enhancements
Backup and restore
Building the foundation for future tools development
and integration
 Increasing deployment flexibility
 Additional on-boarding automation
 Client and partner usability improvements based on
your feedback
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
20
Secure Access Link (SAL) for CS1000
Consolidate remote access for all of your Avaya
solutions and improve your service delivery
Improved support of your CS1000 solutions

Receive support through Avaya’s standard remote secure service model with SAL

Eliminate modems and VPN—consolidate down to a single point of access, policy,
auditing, and management

Reduce outages and decrease trouble resolution times

Optimize your communications by leveraging a suite of advanced tools

We want your feedback. Avaya will provide the software and configure your solution
as part of a trial to gather input, allowing you to help drive the future of SAL and
CS1000.
Contact Justin Gesso for more
detail gesso@avaya.com
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
21
web.alive SAL Room for Real-Time Communication
 New interactive location to find SAL contact, receive
answers, collaborate on troubles, and engage
 Collaboration between Partners, Clients, Avaya
 Staffed by Avaya SAL Backbone
 Live and recorded events
 Better communication
 Knowledge capture
 Live environment
 Forums
Invites coming soon!
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
22
Maximizing System Uptime
Access to a full suite of advanced diagnostics
and Avaya tools and resources, plus:
 Consolidate 500 remote
access points down to a
single centralized SAL
Gateway
 Authorize each
remote access
request individually
and set access rules
More
Control
Greater
Value
SAL
 Eliminate modem
hardware and
administrative
expenses
 Protect investments
of your legacy and
future products
Less Risk
 Use of secure protocols and industry best-practices
 Enforced unique identification and strong authentication of each user
 Egress model, requiring only HTTPS outbound for both remote access and alarming
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
23
Committed to Your Business
Avaya Client Services
AVAYA
CLIENT SERVICES
MAXIMIZE
SYSTEM
UPTIME
ENABLE
COLLABORATIVE
APPLICATIONS
DRIVE
BUSINESS
PERFORMANCE
Going above and beyond to achieve superior
satisfaction and deliver the best value to you
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
24
Proven Quality of Service
Access to industry-recognized support for all maintenance customers
Hall of Fame Award
J.D. Power and Associates Certification
For 4 years in a row, Avaya
has been recognized by J.D.
Power and Associates for
providing “An Outstanding
Customer Experience”
HALL OF FAME
Recognition for Lifetime
Achievement for
Outstanding Service
TSIA Star Awards
Excellence in Service Operations Support
Awards – 2009, 2010, and 2011
• Excellence in Remote Diagnostics – Hardware Service
•
•
•
•
•
Awarded for exceptional processes
and support delivery
•
in 2011
Excellence in Mission Critical Support, Software,
Award in 2010 and 2011
Excellence in Continual Improvement, Award in 2010
Best Service Delivery Optimization, Award in 2010
Best Customer Commitment, Award in 2010
Best Knowledge Management Practices, Award in 2009
and 2010
Best Automation Vendor in 2000
For more information on the J.D. Power and Associates 2011 Certified Technology Service and Support ProgramSM please visit
www.jdpower.com or www.tsia.com
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
25
Client Example Scenario 1
Remote access via embedded SAL on System Platform
HTTPS outbound is the only opening from the
SAL Gateway out of the client network, for both
alarming and remote access
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
27
Client Example Scenario 2
Alarm flow including client, Partner, and Avaya support
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
28
Client Example Scenario 3
SAL Gateway with Radius authentication
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
29
Secure Access Link (SAL) Product Family
Co-Resident SAL
• Comes with all Avaya
System Platform Products,
co-resident on same server
Standalone SAL
• Software included as part
•
• Provides remote service
and alarm transport
•
• Supports co-resident
applications on the System
Platform template
•
•
of maintenance agreement
Provides remote service
and alarm transport
Supports up to 500 Avaya
devices
Can be virtualized
Centralizes remote access
and alarms
SAL Policy Software
• Optional, included as part
•
•
•
•
of service agreement
Centrally manage policies
such as access restrictions
and authentication realms
Explicitly approve or deny
remote access requests
Monitor & terminate sessions
Can be virtualized
Concentrator Servers used by Partners and Avaya
to receive alarms and access client systems for support
Benefits
Reduce Costs
Improve Security
Increase Options
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
30
Secure Access Link Enables Avaya Services
Provisioning
Tools
Advanced
Diagnostic
Toolsets
Registration and
Inventory Tools
Expert Systems
Faster project
completion
Fast service
delivery through
accurate records
Fast, automated
resolution of 48%
of troubles
Seamless,
uninterrupted
problem resolution
Operational
Intelligence Suite
and While You
Were Sleeping 2.0
Quick response to
configuration
changes
Software and
hardware
reconciliation
74% fewer
outages
Access to tools
within Avaya’s
infrastructure
Root cause
identification
Flexible support
windows
Accurate billing
and renewals
through inventory
validation
Faster interval to
complete repairs;
median of 13
minutes
Quick ability to
download and
decode traces for
complex problem
resolution
Chronic problem
resolution
Fast deployment
of patches and
updates
Access to PIPS
tools product suite
Reduced service
costs
Automatically and
systematically
evaluate logs
Performance
monitoring allows
for beta release
deployment
Access to Tier 4
debug and data
capture tools
Reduced risk on
patch and major
release rollouts
What does SAL enable for Avaya clients?
The Avaya Client Services ecosystem of advanced tools that
result in fast resolution, fewer problems, and client delight.
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
Performance
Monitoring Tools
31
While You Were Sleeping 2.0 Reports
Customized While You Were Sleeping 2.0 report
 Provides summary of client data about
usage of Avaya support coverage
 Obtain median time to resolve for major
vs. minor service requests
 Understand current utilization of all your
entitlements including web services and
how to gain more value!
 See summary of all Alarms, service
requests, dispatches, parts and how fast
Avaya brought requests to resolution
 Measure satisfaction of your employees
with support from Avaya
"I can see how the 'While You Were Sleeping 2.0 Report' could easily help
me cost justify the renewal of our Avaya Maintenance contract."
- Jeff Lusby, Voice Architect, Large Accounting Firm
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
32
Center of Diagnostic Sciences
Supporting the transition to next generation technologies
Delivering more value with defined innovative diagnostics embedded in
products and solutions to better support changing needs
Solution Based
Diagnostics
Addressing heterogeneous dispersed environments with built-in
solution based diagnostics and serviceability delivering holistic
and intelligent detection and resolution of issues
Proactive Product
Diagnostics
Embedding diagnostics and serviceability architecture into products
to speed the identification and remediation of issues by proactively
eliminating them before they happen
Tools and
Automation
Maximizing uptime of communications systems with improved tools
that enhance clients’ ability to proactively diagnose and easily
resolve issues without involvement of live support
Seamless Support
Experience
Improving supportability of our products and solutions with remote
service, simplified troubleshooting processes and proactive
notification of a possible problem before it occurs
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
33
APS Service Delivery Options
BASIC
STANDARD
ALL INCLUSIVE
Software Work
Basic + Hardware
Installation
Standard + Project
Management
Optional
Optional



Optional









Optional
Optional
Optional



Optional
Optional
Optional



Optional
Optional
Optional
Optional
Optional
Optional
Optional
Optional
Optional
Optional
Optional









Project Management
Remote Project Management
Onsite Project Management
Remote Project Scheduler
Planning and Design
Data Gathering
Installation
Hardware Installation
Implementation/Configuration
SW Installation – Platform
SW Installation - Application
System SW & Network Translations/Parameters
SAL Gateway Redundancy
Managed Element Configuration
SAL Concentrator Remote LDAP Directory
GAS Implementation
Onsite SW Specialist
Knowledge Transfer / Training
System Administrator Training
End User Training
Testing
Integration Testing
Cutover / Implementation Support
First Day of Business Support
System Handoff Review
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.
34