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By: Brian Reed
Avaya Emergency Technical Support

As part of the PASS program, the Avaya Nortel customer is authorized to access restricted, electronically distributed website software products. Depending on the product, information available to the Partner may include the status review of known operational and application software problems, and a download of operational and application software products major releases and updates. The Avaya Nortel customer may also gain access to technical documentation, have the ability to log a case, and have a status view of outstanding RMAs. Access to the Avaya Nortel emergency technical support website is available 24 hours a day, seven days a week.

Software Upgrades

Avaya Nortel partners are entitled to receive operational software updates and patches for applicable products. Operational software updates do not include new software releases or other major functionality upgrades. It also does not include migration to a substantially new or next-generation product or to a different category of product, maintenance updates, patches or fixes which are only made available as part of a new software release or other major functionality upgrade (which must be purchased separately).

Avaya Remote Technical Assistance and Emergency Recovery

PASS provides telephone support for technical assistance to diagnose defects or failures in the Nortel hardware and operational software. Telephone support also addresses Business Critical, Major or Minor issues as defined in TL 9000 Severity Classifications. The Avaya Nortel customer is also provided with Emergency Recovery Services, which address E1 emergency issues, as defined in TL 9000 Severity Classifications.

Cross Telecom will assist you in utilizing PASS to enhance the reliability of your organization’s critical voice infrastructure and assure access to important Avaya Nortel emergency technical support. In addition, Cross will keep your telephony systems and applications on the most current software releases.

Nortel customers who do not wish to receive the benefits of a one-, two-, or three-year PASS agreement can opt for an alternative. Non-PASS customers can receive Avaya OEM emergency technical “bridged” support for a $3,900 upfront fee and a nonrefundable T&M rate. A purchase order of $10,000 is also required.

Avaya business partner, Cross Telecom, is dedicated to keeping employees and clients educated with the latest information available. By providing a complete portfolio of Voice, Data, IP Telephony, Wireless, CrossNet Maintenance and Support, Professional Services and Cross University, Cross has defined itself as a complete, end-to-end integrator of converged technologies nationwide. For award-winning customer service on Avaya Nortel telecommunication products and services, contact Cross Telecom to meet your needs at

Heather Preston avaya nortel - The leader in providing Avaya Nortel business phones to corporations, Cross Telecom offers a superior maintenance support system.

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