atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Ticket with Avaya

When starting a support ticket with Avaya, how long does it take for them to assign and start working on it?

It all depends on the severity of the trouble, if they have to dispatch a tech or it can be resolved over the phone and if you have a maintenance contract with them.If you call directly, it's usually next business day to dispatch a tech for a severity 2 (non-service affecting) issue. If over 50% of your system is affected (severity 4), a tech has to respond in 4 hours, if you have a 24/7 maintenance contract. If you have 8-5 contract, it's within 4 hours during that business day depending on what time you called. In other words, if you report it at 2pm, your commitment time will be 9am the next day. I'm not sure how that works if you do it online.

If you don't have a maintenance contract with Avaya, Call someone from this web site and get an answer ASAP, No waiting.

I do them online all of the time. I get good response. You can also go back in and watch the progress on your ticket and add notes to incase your problem changes. I would recommend this option. As said above, a severity level is placed on the issue. Most of the time, they are working the ticket within minutes to hours depending on their load.

I must ask, is this for a "NORMAL" trouble call, or a "TIER-3" type of problem?

Personally, I do them for both with the exception if my system won't pop back after a hard hit down. Our area is prone to power outages... luckily the only system that fusses to come back is voicemail.

That's due to Mr Brett Favre literally drawing power out of the earth and affecting everything in the area. Well worth the inconvenience I'd say.

making a ticket online is the easiest. and if you don't like the wait time, call an escalation contact(if you have one)