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When you begin working with NorthSmartIT for Avaya maintenance and support, our first order of business is to visit your site, inventory your equipment, and record all relevant details such as make, model, configuration, authentication, and environment. We will perform initial preventative maintenance, secure your system, setup remote access capabilities, and initiate alarming to our Network Operations Center (NOC). 

Our NOC immediately notifies our manufacturer-certified engineers, who will immediately call the alarming system and begin to resolve the problem. 


  • 24/7/365 real-time alarm monitoring and technical hotline support.
  • Industry-leading Service Level Agreements with an optional guaranteed time to restore.
  • Rapid access to the top team of Avaya Tier 3 Engineers in the industry.
  • A dedicated named Account Manager and customer service team that knows you, knows your business and proactively works with you to ensure that your systems are working at peak efficiency and availability. This team serves as a true single point of contact.
  • A parts guarantee, whether your systems are the latest release, or are EOS. 
  • Rapid onsite repair and parts replacement anywhere in the world. 
  • Access to a team that has a high level of multi-vendor expertise.
  • Access to Design Engineers and Solutions Architects that can help you plan for the future, while taking a vendor-neutral approach to helping you evaluate solutions from Cisco, Microsoft, Avaya and others. 

Supported Systems and Applications 

Can proactively locate and identify voice quality or communications problems in real time, support systems and applications including: 

  • Avaya Aura® Platform
  • Avaya one-X® Communicator
  • Avaya one-X® Mobile
  • Unified Messaging 
  • Avaya Aura® Conferencing
  • Avaya Flare® Experience
  • Avaya IP Office®


Q: Can NorthSmartIT provide maintenance and support for both Avaya systems and Aura CM 6.3? 

A: NorthSmartIT can support and maintain the entire portfolio of Avaya telephone systems. Regardless of which telephone systems you have, you will receive Tier 3 technical assistance when you need it and we will have all your system's critical components in stock and ready for immediate replacement. 

Q: If NorthSmartIT provides maintenance, support, and managed services for my Avaya system, will I need software support from Avaya for my Avaya systems? 

A: You might. Unlike the OEM and its BP's, we will help you determine which of your systems require software support, and which do not - potentially saving you a significant amount of money.

Q: Can NorthSmartIT maintain my voicemail system and other system adjuncts? 

A: Yes. NorthSmartIT maintains all voicemail systems and nearly all adjuncts. 

Q: I want to keep my Avaya systems running "as is" for the next few years, but my plan is to migrate to a Unified Communications (UC) solution in the future. How does my future plan fit with NorthSmartIT's Maintenance & Support or Managed Services? 

A: Unlike many OEMs, NorthSmartIT is enthusiastic about keeping your system up and running, at its current software version, until you are ready to migrate to UC. You can even choose to consult with NorthSmartIT's Strategy and Design team regarding your UC options. And, if you choose, you can engage NorthSmartIT to provide managed services for your UC solution going foward.

Q: I have an Avaya Proactive Contact System, formerly Predictive Dialing System (PDS). Can you maintain this system? 

A: Yes. NorthSmartIT has an experienced team of Proactive Contact engineers available to deliver expert advice, maintenance, and support on your system. We also offer a full suite of services for Proactive Contact including training, installation, and professional services. 

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