Telecom License and System Support

The Vendor is required to provide Avaya phone system support agreement according to requested service levels if and wherever required and for the duration of the agreement:
- Software and system support
• All available security updates as requested.
• Minor software revisions within the most currently installed version as requested.
• All available software hot fixes as requested
• All available service pack and cumulative updates for Avaya associated systems as requested.
• Act in the role of supplier of new, Avaya and associated software applications as requested and required.
• If the software is part of a net-new project and not covered under a current or extended Avaya warranty agreement, it is anticipated that region would incur costs for the required software and implementation.
• Responsibility for the diagnosis, troubleshooting, and resolution of configuration-related issues affecting the Avaya phone system and associated applications.
• This includes, but is not limited to, system configuration errors, feature enablement issues, dial plan configuration, call routing, integration settings, permissions, and other operational parameters that result in degraded service, partial service loss, or failure to meet business requirements.
- System monitoring
• Monitoring of our Avaya systems will take place for the duration of the support agreement using appropriate, Avaya provided and recommended software and hardware tools.
• Secure access to our network will be discussed and an appropriate level of security access granted to facilitate this monitoring.
• Niagara region will commit to providing a secure, access mechanism to allow for troubleshooting and deploying changes to the Avaya system if and when required.
• Direct VPN access on a region maintained computer will not be granted as part of this.