Service Description for
Avaya Messaging Service Release 1.0
A hosted Software-as-a-service offering
Table of Contents
1 SERVICE TERMS ... 51.1 Term of Service ... 51.2 Service Activation ... 51.3 Renewals ... 51.4 Billing ... 5
1.5 Amendments to existing orders ... 5
1.6 Changes to the Service ... 6
1.7 Terms of Use for the Service and Compliance with Laws ... 6
1.8 Termination of Service ... 6
1.8.1
Termination of Service for Cause ... 6
1.8.2
Termination for Convenience ... 6
1.8.3
Effect of Termination or Expiration ... 6
1.9 Customer Information ... 7
1.9.1
Data Storage ... 7
1.9.2
Security of Information ... 7
2 SOLUTION DETAILS ... 72.1 Administrator On-Boarding ... 72.2 Customer On-boarding ... 7
2.3 Provisioning End Users ... 8
2.3.1
Logging to the Web Admin Portal ... 8
2.3.2
IT Administrator account settings ... 9
2.3.4
Importing End Users ... 10
2.3.5
Activating End Users ... 11
2.3.6
Disable Messaging ... 11
2.3.7
Disable Messaging Archiving ... 11
2.3.8
Reset Password ... 12
2.3.9
Messaging to other countries ... 12
2.3.10
Picture/Audio Messaging ... 12
2.3.11
Exporting Message archive ... 12
2.3.12
Exporting End Users ... 13
2.4 How to Use the Service by End Users ... 14
2.4.1
Logging ... 14
2.4.2
Create new message ... 14
2.4.3
Contact Lists ... 14
2.4.4
Auto Response ... 14
2.5 Clients ... 16
2.6 Browser and OS support ... 18
2.6.1
Browser for the Clients... 18
2.6.2
OS for the Clients ... 18
2.7 Support and Maintenance ... 19
2.7.1
Support Format for End Users ... 19
2.7.2
Updates and Upgrades. ... 20
1 Service Terms
Definitions
“Customer” means a third party that purchases and/or licenses the Services from Avaya, either directly or indirectly through an Avaya Channel Partner.
“End User” means an employee or other representative of an enterprise Customer who has acquired access to the Services and accepted the Terms of Use.
“IT Administrator” – means an employee or other representative of a Customer who is administrating the deployment of the Service for the Customer’s base employees and other representatives.
“Service, Avaya Messaging Service or the Service” is a subscription based service that enables Desktop (Land) DID’s with ability to send/receive IP based Instant Messages as well as carrier based SMS.
“Web Admin Portal” means a browser based tool that allows an IT Administrator to securely login using unique
credentials and supports administration of DIDs as it relates to service features, licensing, archiving, and reporting and support aspects.
1.1 Term of Service
The “Initial Service Order Term” shall be a minimum of 1 (one) year from the date of service activation. The first
order must be at least 25 user subscriptions. Additional End Users can be added in any increments.
1.2 Service Activation
The Service will be deemed to be active for production starting with the import of license files. There will be a grace period of 15 days starting the import license file date.
1.3
Renewals
The Service is an annual pre-paid service. New incremental licenses can be added anytime. The Service does not have auto-renewal and needs to be renewed for the Service to be active after the Service term is completed.
1.4 Billing
Unless otherwise specified, billing for the Avaya Messaging Service will be an annual pre-paid subscription. Avaya reserves the right to adjust the pricing and other terms for subsequent order terms.
1.5 Amendments to existing orders
Customer may order additional subscription licenses or optional license for internal text messages any time and in any number of increments. The new licenses will have its own annual cycle starting the activation of the licenses.
1.6 Changes to the Service
Avaya or its suppliers may at their sole discretion modify certain aspects, features, or functionality of the Service without prior notice. Notwithstanding the foregoing, Avaya will endeavour to provide Customer with thirty (30) days prior notice for any material changes to the Service.
1.7 Terms of Use for the Service and Compliance with Laws
Access or use of the Service constitutes agreement to the Terms of Use for Hosted Services set forth at http://support.avaya.com/Licenseinfo or a successor site designated by Avaya, or made otherwise available by Avaya upon request (“Terms of Use”). If Customer or an End User does not agree to such Terms of Use, Customer or End User must not use the Service. Customers or End Users right to use the Service will at all times be conditioned on compliance with payment obligations for the Service and compliance with such Terms of Use. Customers shall observe all applicable laws and regulations when accessing and/or using the Service and any work product or content of the Service. Compliance with Personal Health Information (PHI), Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry (PCI) regulations require adherence to certain security measures and capabilities. The Service does not provide full compliance with the listed regulations and Customer must ensure that the Service is only applied to use-case scenarios where the Service does provide the necessary level of compliance.
1.8 Termination of Service
1.8.1 Termination of Service for Cause
Either party may terminate the Service upon written notice to the other if the other party fails to cure any material breach this Service Description within a 30 day period after having received a written notice from the non-breaching party detailing the breach and requesting the breach be cured. In the event that Customer terminates due to an uncured, material breach hereunder by Avaya, Customer will not be refunded unused portion of the fee for the remainder of the order term. In the event that Avaya terminates for cause, in addition to Customer being responsible for all fees owing up until the date of termination, Avaya is also entitled to any other rights and remedies available to it as a matter of contract, law, equity or otherwise.
1.8.2 Termination for Convenience
Either party may terminate the Service for convenience upon 30 days prior written notice to the other. The pre-paid subscription fees are not refundable.
1.8.3 Effect of Termination or Expiration
In the event of termination or expiration of the Service for any reason, Customer and End Users shall immediately cease use of the Service and permanently destroy all documentation, training materials and confidential information associated with the Service within Customer’s or its End Users’ possession or control. All access to the Service shall cease immediately upon the termination or expiration of the Service. On the date of termination or expiration, all Customer and End User data will be deleted from the Service.
1.9 Customer Information
1.9.1 Data Storage
Customer’s messages are stored in the server for up-to 36 months, provided archiving is turned on. Thereafter, for each additional day, the messages for the 1st day get deleted. For example on the 357th day, messages for the 1st day are deleted. It is the responsibility of Customer to periodically export data to a data repository maintained by Customer. Storage of Customer data will cease when the Service is terminated.
1.9.2 Security of Information
The Service will provide the following security measures: a. Access to Web Admin Portal via Username/Password. b. Access to clients via Username/Password.
c. All message communication within the enterprise encrypted over SSL-VPN.
2 Solution Details
2.1 Administrator On-Boarding
• Link to registration and credentials will be provided in Administrator Welcome email.
• IT Administrator must set password, accept the Terms of Service, and authorize Avaya
Inc., its affiliates and suppliers to provision, re-provision or remove DIDs before
administering Service.
• If accepted, press ‘Register’ button.
2.2 Customer On-boarding
Upon ordering, the Customer will need to provide the user details including DID etc. in the
following format.
Customer information:
Address of record for Service
Administrator information
: Creating credentials
• Send Welcome email
• Point of contact
Corporate DID Ranges
:
Service enablement
• Populating SMS network tables.
• Aid in sizing.
Notes
:
• Full list of DIDs submitted at once. [Every DID owned by the Customer]. DID
activation can be for any number of DIDs and at any time once enablement is
complete.
• Enablement takes approximately 2-3 weeks to process.
Figure 1: Sample AMS Enablement File
2.3 Provisioning End Users
2.3.1 Logging to the Web Admin Portal
An IT Administrator for the account gets a username/password from Avaya upon purchase of
the
The URL for the Web Admin Portal:
http://www.avaya.com/messaging/admin
Figure 2: Web Admin Portal: Login Screen
2.3.2 IT Administrator account settings
The IT Administrator can change the password at the following screen.
Figure 3: Change password for IT Administrator
2.3.3 Installing a license file
A simple import action by the IT Administrator to the license file that the Customer receives
will install all the licenses in the system and the IT Administrator can then start administrating
End Users. Please refer to the license format file above.
Avaya generates a license file in the following format for the Customer’s IT Administrator to
import via the Web Admin Portal.
• File is readable, but becomes invalid if edited.
• File is manually imported into the Administration Portal by the IT Administrator
• Example License interpretation in the following file.
• 10 units of 305183 (RTU Pack 25) or 250 user entitlements
• 17 units of 305184 (RTU Pack 1) or 17 user entitlements
• 5 units of 305186 (INTL BNDL 100) or 5 users entitled 100 international
messages each
Figure 4: Sample AMS License File
2.3.4 Importing End Users
When the IT Administrator logs in the first time, all of the enabled DIDs that were sent as part
of the ordering process will have been enabled with SMS functionality. The DIDs would have
been populated by the time IT Administrator logs in for the first time. At this time, the IT
Administrator can export the users, edit the file and add the First Name, Last Name and email
addresses of the users and then import the user file.
Figure 5: Importing User Database
2.3.5 Activating End Users
The IT Administrator, once logged in, can now manage the subscriptions and
activate/deactivate the Service on a per user basis.
2.3.6 Disable Messaging
Through this toggle option, the IT Administrator can enable or disable Avaya Messaging
Service for “ALL” the users.
• Immediately halts/allows messaging across all users.
• Overrides individual options.
Note
: It may take up to 15 minutes for the request to disable/enable messaging to propagate
throughout the Avaya Messaging Service.
2.3.7 Disable Messaging Archiving
Through this toggle option, the IT Administrator can enable or disable message archiving for
“ALL” users. See archiving section for more details.
• Immediately halts/allows archiving of all messages at Service.
• If enabled archived messages are kept for 3 years.
• On the date of termination or expiration of the Service, all Customer and End User
data will be deleted from the Service.
Note
: It may take up to 15 minutes for the request to disable/enable messaging archiving to
2.3.8 Reset Password
Through this feature, the IT Administrator can reset password for individual End Users. An
email will be sent to the user’s associated email address with further instructions to reset
password.
2.3.9 Messaging to other countries
Through this feature, the IT Administrator can enable or disable International texting to any
number that DOES NOT start with country code +1.
2.3.10 Picture/Audio Messaging
Through this feature, the IT Administrator can enable or disable End User feature that allows
users to send and receive picture and audio messages.
2.3.11 Exporting Message archive
The IT Administrator has the ability to enable or disable archiving. This action is a global
action and cannot be selected on a per-user basis. Once the message archive is enabled, all
messages will be stored in the cloud for 3 years. The IT Administrator has the ability to export
the messages at any time.
2.3.12 Exporting End Users
The current user list can be exported in the same format as the one used for importing users.
A Web Admin Portal for IT Administrators is provided to manage the licenses, enable/disable End
Users as well as enable/disable features. Once the licenses are installed, a Customer’s IT
Administrator can enable End Users and the Service will be activated.
Feature Activate DID[Enables IM & +1 SMS] Enable MMS[Enables Picture/Audio]Enable Intl SMS[Enables non +1 SMS] Reset PasswordRe-assign DID[Assign a new User]Enable/Disable Message ArchiveEnable/Disable ServiceImport License fileExport Messages[with Date Range]Import/Export Users
Per-User Functions Global Functions
2.4 How to Use the Service by End Users
Once the IT Administrator installs the appropriate licenses and enables the End Users, the
End Users can download the different clients that are available to them. The End User needs
to log in with their DID and password that it obtains from the IT Administrator and the Service
is ready to use.
Notifications for all messages are simultaneously sent to all the logged-in devices and
messages are delivered to every device where the Avaya Messaging Service Clients are
installed and logged-in.
Following are the key actions an End User can take.
2.4.1 Logging
The End User can login to any or all of the clients using the username and password
provided by the IT Administrator at the time of activation. The welcome message sent to the
End User provides the information on logging as well as instructions on how to download and
use various clients.
2.4.2 Create new message
The End User can create a new message by clicking on the new message button on the top
right corner. The message could either be a txt, picture or voice clip. The picture and voice
clip messages are allowed if the IT Administrator has enabled that feature for the End User
from the Web Admin Portal.
2.4.3 Contact Lists
Avaya Messaging Service supports two groups of contact lists. The “Co-workers” tab displays
all the employees of the company that have Avaya Messaging Service activated. The “ALL”
tab displays all the local smartphone’s directory along with the End Users.
2.4.4 Auto Response
Avaya Messaging Service supports an auto response feature called SmartSMS. Upon
enabling the SmartSMS feature, the End User can configure an auto-response either using
any of the two static options or adding a custom message of choice. Once this feature is
activated, the server will respond back a response with the option selected to the sender.
Also, if the End User is still logged on the client(s), the messages will get delivered to the
recipient as well. If the End User logs out of all the clients or is not online, all the messages
sent to the End User are held on the server and then delivered upon logging to any of the
Avaya Messaging Service clients.
2.5 Clients
The End User is given a choice of multiple clients that can be downloaded and used simultaneously.
Following is the list of clients that Avaya Messaging Service Supports.
Client Type Access URL Versions
iOS [Smart Phones and Tablets] https://itunes.apple.com/us/app/avaya-messaging-service/id696954987?mt=8&uo=4Android [Smart Phones and Tablets] https://play.google.com/store/apps/details?id=com.avaya.avayamessagingservice
Browser http://www.avaya.com/messaging IE 9 & 10
Firefox 22 & 23 Chrome 28 & 29 Safari 5.1.9 & 6.0.5 Brower Notification Extension for MAC
[Laptop and Desktop]
https://itunes.apple.com/us/app/avaya-messaging-service/id696972450?mt=12&uo=4 Requires OSX 10.8.4 (Mountain Lion) and Safari 6.0.5+
Brower Notification Extension for Windows [Laptop and Desktop]
Windows 7 and Internet Explorer 9+
Client Features
Feature
Intranet (Instant Message) SMS to +1 DIDs
Optional Intl SMS
(other than +1 DIDs)
Client Type
Txt
M
sg
P
ict
ure
M
M
S
(
B
row
se P
ho
tos)
P
ict
ure
M
M
S
(
u
si
ng
C
am
era)
A
ud
io M
M
S
(
R
eco
rd Aud
io Cl
ip)
Txt
M
sg
M
M
S
(
B
row
se
P
ho
ne
)
M
M
S
(
C
lick
P
ho
to
fr
o
m
C
amer
a)
M
M
S
(
R
eco
rd Aud
io Cl
ip)
Txt
M
sg
M
M
S
(
B
row
se
P
ho
ne
)
M
M
S
(
C
lick
P
ho
to
fr
o
m
C
amer
a)
M
M
S
(
R
eco
rd Aud
io Cl
ip)
iOS
I
/
O
I / O I / O I / O I / O
I
/
O
I
/
O
I
/
O
I / O
I
/
O
I
/
O
I
/
O
Android
I / O I / O I / O I / O I / O
I
/
O
I
/
O
I
/
O
I / O
I
/
O
I
/
O
I
/
O
Browser
I / O I / O
N/A
N/A
I / O
I
/
O
N/A
N/A
I / O
I
/
O
N/A
N/A
MAC Desktop
I / O I / O
N/A
N/A
I / O
I
/
O
N/A
N/A
I / O
I
/
O
N/A
N/A
PC Desktop
I / O I / O
N/A
N/A
I / O
I
/
O
N/A
N/A
I / O
I
/
O
N/A
N/A
Note
: Picture and Audio MMS are supported outbound ONLY (not inboundEnd Users)
2.6 Browser and OS support
2.6.1 Browser for the Clients
Supported Browser Versions Browser Client Browser Notification Extension for Windows Browser Notification Extension for MAC Web Admin Portal
Type Current Previous
IE Supported 10 9 Supported Supported
Chrome Supported 28 27 Supported
Firefox Supported 22 1 Supported
Safari Supported 6 5 Supported Supported
Note
: Mobile browsers may work, but are not supported for the above clients.
Note:
IE 9 or higher is required for the browser notification extension for
Windows.
2.6.2 OS for the Clients
OS Type OS Version
Current Previous
Browser notification extension for Windows
8 7
2.7 Support and Maintenance
Avaya Messaging Service is a pre-paid annual per-user subscription model. There is no
separate maintenance offer associated with this Service.
2.7.1 Support Format for End Users
The End Users are required to contact their IT Administrators for any support that may be
required in terms of download, installation and use of the clients as well as any logging
related issues, as the account is completely managed by the IT Administrator.
End User Training Videos as well as FAQs are available for the End Users.
2.7.1.1
Support Format for IT Administrators
Avaya Messaging Service supports only ticket based support. An IT Administrator will have
access to a web ticketing system 24x7 to open any technical issues related to the Service.
Please note that the IT Administrator has a username/password that will be required to log in
and open tickets.
Issue Severity levels
Severity Definition Support Format Support
Recipient Support Response Times [Not necessarily Resolution Time] Severity 1 “Severity level 1” means a condition
that seriously affects the (1) delivery of the IM and SMS messages to and from Avaya Messaging Clients. and (2) security, accessibility, usability, operation, maintenance and administration of the Web Admin Portal or Clients Call: 866-444-3234 Call: 617-758-6217 Web Ticket http://support.avaya.com/products/P1557/avaya-messaging-service/1.0IT Administrator [Not the End User]
Severity 2 “Severity level 2” means a condition
that is impairing but not a total loss of critical functionality, or an inability to use a feature or functionality that is currently relied on for critical functionality. For example, individual features within Web Admin Portal are not working, not accessible or not working as expected.
Web Ticket http://support.avaya.com/products/P1557/avaya-messaging-service/1.0IT Administrator [Not the End User] 4 Hour during business hours [9am-9pm Eastern Standard Time]
Severity 3 “Severity level 3” means an
intermittent, avoidable or non-critical problem, or a problem which has a minor impact on the operation, administration and maintenance of Avaya Web Admin Portal (for example, cosmetic bugs).
Web Ticket http://support.avaya.com/products/P1557/avaya-messaging-service/1.0IT Administrator [Not the End User]
1
Business Day
