Welcome

Harry Finer, Director of Annuity Services | Westcon

Barbara Wellons, Director of Distributor & Partner Performance | Avaya



Ryan Jozwiak, PPI Program Manager | Westcon
Partner Performance Incentive Program
US & Americas International

Westcon PPI Tele Track
June 6, 2012

3 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Partner Performance Incentive
Improved Incentives for Co-Delivery Partners
What Is It?
Maintenance support incentive program for Avaya co-delivery partners globally
Intended to provide economic benefits for co-delivery partners selling Support
Advantage services
Rebates provided to co-delivery partners who demonstrate best in class on-time
renewals rates and reduced case submissions
High Level Details
Partners must be authorized to sell co-delivery services
Partner performance will be measured across the entire portfolio of offers
Rebates will be calculated quarterly and applied to Support Advantage co-
delivery contract (new or renewal)
Two levels of rebate payout (Base & Plus) will be available based on On-Time
Contract Renewal and Case Submission performance

Timing
Quarterly evaluation of partner performance metrics
4 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Partner Performance Incentive
Metric Calculation
On-Time Contract Renewal Rate
In alignment with Avayas on-time renewal policy, on-time contract renewal rate provides
a 30 day grace period and applies to all partner wholesale and co-delivery contracts
(both Avaya Red and Blue - SS/SSU/JSD, PSS, PASS, Express, SA)
The On-time Renewal calculation is as follows.
Numerator: The sum of contract bill value for all expiring contracts renewed within
30 Days of expiration date (e.g. all Dec expirations are measured up until the end of
Jan)
Denominator: The sum of contract bill value up for renewal for the month being
measured

Case Submission Definition
The basic calculation is a ratio of PASS, JSD, and SA Co-delivery cases closed in a
quarter divided by average licenses under co-delivery contract during the quarter.
Co-delivery cases and contracts for Data and SME products are not in scope
PSS and nPower Co-delivery cases and contracts are not in scope
Zero hour SRs are excluded

5 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Partner Performance Incentive
Rebate Payout Thresholds and Details
(Note: Each rebate can be earned independently, for a potential total of 30%)
Details
Rebate is applied to all SA Co-delivery contract value (new and renewal) for the quarter based on
contact start date
Tier 1 partner rebate to be based on actual net contract/PO value
Tier 2 partner rebate on list price less standard partner discount as an estimated for net contract value
Standard partner discount is 35% for Platinum, 31% for Gold, and 29% for Silver
The source for contract value will be contract bookings
On multiyear terms the rebate will align with payment. If paid in advance; rebate paid on entire
contract value. If paid annually, rebate paid annually.
Avaya will identify multi-year, prepaid contracts cancelled prior to the final year of the contract
term. Partner rebates will then be adjusted to reflect actual contract value, with amount due
Avaya either being withheld from a future rebate or separately invoiced.
Rebate Level
Renewal
Threshold
Case Submission Threshold
Renewal
Rate Rebate
Case Submit
Rate Rebate
Plus >90% < 10 cases per 10K licenses per quarter 15% 15%
Base 80-90% 10-15 cases per 10K licenses per quarter 8% 8%
65-80% 15-20 cases per 10K licenses per quarter 0% 0%
Minimum <65% > 20 cases per 10K licenses per quarter disqualified
6 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Promotion Summary
Available for qualified orders placed 3/1 to 6/30
Continuation of the 5% commission bonus for Support Advantage
Preferred Retail orders.
Guaranteed Partner Performance Incentive (PPI) rebate of 23%
(replacing the standard 15% PPI case submission rebate) delivered on
associated Support Advantage co-delivery purchases.
Offers US Support Advantage co-delivery Partners a guaranteed rebate to
allow stability of planning for required attach product orders
Allows US Partners to plan their financials using a guaranteed minimum
rebate of 23% while analyzing their first 3 quarters of on-time renewal and
case filtration performance trends
Provides US Partners additional interval to maximize on-time renewal
performance to achieve higher rebates

Rebate
Level
Renewal
Threshold
Renewal
Rate Rebate
March-June
Guarantee
Plus >90% 15%
23% Base 80-90% 8%
<80% 0%
Case filtration rebate replaced by
promotional rebate guarantee for
orders placed March June.
Partners must be co-delivery
authorized to place SA co-delivery
orders.
7 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Guaranteed Partner Performance Incentive (PPI)
rebate of 23%
What is it? How does it work?
For qualified orders placed by US
Partners Avaya will replace the
standard Partner Performance
Incentive for Case Submission
with a guaranteed 23% rebate.
During this period the earned
renewal rebate will be paid
according to standard program
terms for a total rebate
opportunity of 38% (23% + 15%
for on-time renewal)
Rebate can be earned even if the
partner does not meet the
minimum co-delivery thresholds
for renewals and case
submissions

Definition of Qualified Orders:
Purchase Order for SA co-delivery
service must be received between
01 Mar 2012 30 Jun 2012
Contract billing must start by 01
Aug 2012 in accordance with
standard indirect Day 1 billing
Calculated at standard program
methodology
Applied to co-delivery bill value
Payout based on contract start
date
Rebate will be paid on standard PPI
rebate schedule
Partner must continue to meet Avaya
Connect co-delivery requirements
8 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Support Advantage
SA Preferred Retail Commission Promotion
Existing Preferred Retail Commission Promotion extended

5% additional commission for US partners eligible to sell Preferred Retail
Support Advantage offers
Applied to all orders submitted and billed by 1 January 2013

Offer
Standard
Commission*
Additional
Commission
Total
Commission
Preferred Retail 17.5%** 5% 22.5%
* = Standard discounts (0 13%) must be used to qualify for listed commission
** = Platinum example. Standard commissions range from 13% - 17.5% based
on partner medal level
NEW
9 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Notes
PPI rebates will be paid to eligible partners on a quarterly basis based on contract start date
This reporting routine will deliver a fresh set of metrics each month.
Management Reporting will follow the reporting availability noted above with distribution targeted for
the 3
rd
week of the month
Partner Performance Incentive
Rebate Payout Timeline
Performance Program Milestone
4FQ11 KPIs
1FQ12 Rebate
1FQ11 KPIs
2FQ12 Rebate
2FQ11 KPIs
3FQ12 Rebate
3FQ11 KPIs
4FQ12 Rebate
P
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M
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Performance Measurement period
FY11 Q4
7/1/11 9/30/11
FY12 Q1
10/1/11
12/31/11
FY12 Q2
1/1/12 3/31/12
FY12 Q3
4/1/12 6/30/12
Interim Performance Metrics (2 months of
case submission, 1 month of renewal)
n/a n/a 3/19/12 6/15/12
Interim Performance Metrics (final case
submission, 2 months of renewal)
10/28/11 (actual) 1/30/12 (actual) 4/16/12 7/16/12
Final Performance Metrics Distributed 12/14/11 (actual) 2/12/12 (actual) 5/18/12 8/16/12
A
s
s
o
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i
a
t
e
d

R
e
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a
t
e

Contract start date period for rebate
calculation
FY12 Q1
10/1/11
12/31/11
FY12 Q2
1/1/12 3/31/12
FY12 Q3
4/1/12 6/30/12
FY12 Q4
7/1/12 9/30/12
Rebate payout 3/12/12 5/7/12 8/6/12 11/5/12
10 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Partner Cost Planning
Driving Predictability Into Channel Pricing
(Note: Each rebate is earned
independently, for a total rebate
opportunity of 38%)
Partner Should Account for Rebate in Cost Calculation
Partner should focus on Renewal Rate and Case Submission Rate they can maintain going forward
Example; Platinum Partner earning 35% up front discount targets Minimum 80% Renewal Rate (8%
from above) and Guaranteed Case Submission Rate of 23% for a total PPI rebate of 31%
List Price of Service $100.00
Net Price (Platinum Discount) $65.00
Rebate Planned (31%) ($20.15)
Net Price Post Rebate $44.85
By focusing on key performance elements a partner can create a competitive advantage in the
market, drive higher margins and create stability in cost planning.
Upside potential beyond the 31% plan falls to the bottom line.

Rebate
Level
Renewal
Threshold
Renewal
Rate Rebate
March-June
Guarantee
Plus >90% 15%
23% Base 80-90% 8%
<80% 0%
11 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
AABC Communications
ABC Communications
1. Measurement Period provides the
months for which case closures and
renewal opportunities are captured.
April June represents all data for
Avaya fiscal quarter 3
2. Reporting Date is the date that the
performance report was run
3. Cover sheets will note months
included for each metric
4. The final report of the quarter will be
noted as indicated
5. The cover sheet includes the
On-time renewal rate and associated
PPI rebate rate
Case submission rate and
associated PPI rebate rate
The total Rebate payout opportunity;
If not qualified for a PPI rebate
payout the limiting metric is noted
Only the final quarterly metric applies
to the PPI rebate and Co-delivery
requirements
Partner Performance Cover Sheet
12 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Case Submission Backup
Active License Count
represents the number of
licenses under a
qualified co-delivery
contract (i.e. JSD, SA, &
PASS) for the reporting
period.
Service Number
represents the case id
for cases closed against
qualified co-delivery
contract for the reporting
period.
Contract Number for
the contract under which
the associated case was
opened
13 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
On-time Renewal Rate Backup
Partner ID represents the Business Partner Link ID corresponding to the
contract renewal opportunity.
Contract represents the contract id for a contract which had an end date
during the reporting period.
End Date on the contract that was up for renewal
Company represents whether the contract was initiated on heritage NES
(AVNES) or Avaya Classic product
Ship To for the contract under
Renewal; No Not renewed by end of month following the end date; Yes
counted as an on-time renewal
AVNES
AVNES
AV
AV
14 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Partner Performance Incentive
Queries

Should a partner or Avaya associate have a question regarding the SA PPI program,
the following contacts has been established:
partnerHelp@avaya.com for general/process questions
Metrics Query
Should a partner, or their Avaya representative, have a question regarding specific
metrics data/reporting
A PPI Metrics Query Form should be completed to provide requesters contact
information, query description and also information required. This form is posted on
the Avaya Partner Portal
Once completed, the form is submitted to PPImetrics@avaya.com
All the queries will be centrally handled by the Global Maintenance Analytics Team

PPI Metrics Query Form & Guide
https://partner.avaya.com/ptlWeb/bp/services/SV0497/PromotionsProgram


15 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Partner Performance Incentive
Escalation Request

Escalation Process
Should a partner, or their Avaya representative, not receive a satisfactory
response for a query or request regarding SA PPI metrics or rebate
payments
A PPI Escalation Form should be completed for any escalation related to
the SA PPI program. This form is posted on the Avaya Partner Portal
Once completed, the form is submitted to PPIreview@avaya.com
This process has been established to provide a disposition from Avaya
Client Services Business Unit and Theater leads.
PPI Escalation Form & Guide
https://partner.avaya.com/ptlWeb/bp/services/SV0497/PromotionsProgram

Escalations may only be submitted by CAM or SDM
16 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Co-Delivery Eligibility
Partner Performance Metrics
A more detailed definition of Embedded Base Attach and Partner
Performance metrics are available in the Avaya Connect Partner
Performance Guide. This document is referenced by the Avaya Connect
Solutions Authorization Policy Guide, Both documents are located on the
Avaya Connect portal
Portal>Partner Programs>Avaya Connect>Program Requirements.
https://partner.avaya.com/ptlWeb/bp/so/CS200982010758377012
17 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Metrics Communication Process - Global
Global
Analytics Team
& Service
Business Unit
Channel
Operations
Channel
Account Mgr
& in U.S.
Service Account
Mgr
Co-delivery
Partner
Prepare PPI
metrics and
supporting
files
Upload to PPI
Sharepoint and
inform Channel
Operations on
readiness
Download CAM-
aligned PPI
metrics file from
SharePoint
Distribute to
partner and
review in regular
meeting - MBR
or QBR
Review the
metrics and
backup files
Complete the
PPI Query form
and send to
PPImetrics@av
aya.com
Process the
request and
respond back
to the partner
Metric questions*
Query and
Escalation
Process
Que
ry
clos
ed
Query
Closed?
No
Complete the
Escalation Form
and send to
PPIreview@avaya
.com

* General PPI questions are submitted to the Partner Help Desk
Also distributed
to SAMs for US
SI/SP & VAR
partners
Service BU &
Theater leads
review & respond
to escalation
18 Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.
Partner Performance Incentive
Further Info
Further details on the program are available in the Partner
Performance Incentive Rebate Guide, which is posted on the Avaya
Partner Portal at Portal>Services>Services A-Z>Support
Advantage>Promotions and Program Descriptions
http://portal.avaya.com/ptlWeb/services/SV0497/PromotionsProgram

Information on Avaya Connect Co-delivery authorization is available at
Portal>Partner Programs>Avaya Connect>Program Requirements.
https://partner.avaya.com/ptlWeb/bp/so/CS200982010758377012

Westcons PPI Management Program
1. Establish a Program for the Business Partner
Business Partner to designate a Program Manager
Review Year 1-3 Installed Base
Request Installed Base from Avaya
2. Leverage Avayas 120 Day CVR Reports
Prepare Target Lists by Quarter
3. Prepare Pro-Active Quotes in advance of Expirations
4. Provide Summary Lists to manage opportunities
CVR Report
Left to Get Report
5. Leverage Westcons Pro-Active IVR System (PIVR)
6. Westcon Mentor to assist Business Partner w/PPI
19