Avaya subscription and cloud licensing covers Avaya’s time-bound models. Under the Avaya Global Software License Terms, a licence that is part of a subscription is limited to the duration on the order or subscription documentation.[7] Avaya uses three such models. Avaya Subscription Licensing is on-premise software licensed for a fixed term per user or per agent.[1] The Avaya Aura Private Cloud and Avaya Experience Platform (AXP) Private Cloud services are dedicated hosted environments, billed by metered usage against a minimum commitment.[2] The multi-tenant AXP Public Cloud and the Avaya Infinity platform are sold per seat.[3][4] IP Office has its own subscription offer, described in Avaya IP Office licensing.
Editions
Avaya Subscription packages
Avaya Subscription licenses software bundles to users at a per licence or per agent price. The price covers the licence to use the eligible software, software upgrade entitlements and remote technical support. It is sold as Fixed Term subscriptions.[1] The Supplement groups the eligible packages into experience packages:[1]
| Experience package | Licence packages | Examples of add-ons |
|---|---|---|
| Employee Experience | UC Basic, UC Core, UC Power | AES TSAPI Basic and DMCC, Attendant, speech-to-text, text-to-speech, Avaya SBC, Avaya Aura X for Zoom Workplace |
| Customer Experience | AXP Basic Agent, AACC, Oceana, Digital Agent, Digital Premium, IVR, Call Back Assist, Proactive Outreach Manager | CRM Connector, Workspaces for Salesforce, Advanced AES, Advanced Analytics |
| Workforce Engagement | Contact Recording, Quality Management, Workforce Management, Workforce Optimization | Speech Analytics, Customer Feedback, Interaction Data Export Manager, redundancy options |
| Nuance Speech | Tier 3 and Tier 4 recognition, Vocalizer (single or unlimited language) | Dialog modules and update services |
Appendix A maps each package to its components and licence types. UC Core, for example, contains the Core Suite licence (NU, CU, SR), advanced messaging, Presence Services, Session Manager, the session border controller and Avaya Aura Media Server.[1] Each user or agent bundle also includes an Avaya Spaces account where available: Essential with Basic, Business with Core and Power with Power. If Spaces is unavailable in the geography at purchase, it is not added later.[1]
Private Cloud bundles
Avaya Aura Private Cloud has three UC bundles. Basic is for common-area users such as a lobby or a manufacturing floor, and for analog devices through an adapter. Core adds unified communications such as the user client and Microsoft Teams client-side integration. Power adds Microsoft Teams direct routing.[2] AXP Private Cloud is built on the UC Core environment. Its baseline is the Voice Agent bundle with the Workplace client, with IVR ports included up to a ratio of one port to two agents. Callback, third-party CTI and Verint workforce engagement are add-ons.[2] In every deployment the core application environment is dedicated to one customer.[2]
Metrics
| Offer | Unit | Catalog row |
|---|---|---|
| Avaya Subscription | Unit: a single user licence unless specified otherwise | Subscription License Unit[1] |
| Avaya Aura Private Cloud | Monthly peak of Provisioned stations for UC Basic, Core and Power | Provisioned Station[2] |
| AXP Private Cloud | Monthly Peak of Concurrent Voice Agents, or fixed recurring quantities | Concurrent Voice Agent (Monthly Peak)[2] |
| AXP Public Cloud analytics add-ons | Named Agent or Kilo-Monthly-Minutes | Named Agent, Kilo-Monthly-Minutes[3] |
| Avaya Infinity | Per seat, Named or Concurrent | Named Agent, Concurrent User[4] |
Speech Analytics on AXP Public Cloud is sold per Named Agent or per Kilo-Monthly-Minutes, and the two cannot be combined in one subscription.[3] Avaya describes Avaya Infinity as using “a flexible per-seat commercial model”. Named and Concurrent licensing, volume ranges and contract terms are offered.[4] Catalog proof: AXP add-ons are sold per Named Agent or per Kilo-Monthly-Minutes, not both; Avaya Infinity is sold per seat with Named and Concurrent options.
Counting / floors
Avaya Subscription
Expansion allowance. Many bundles include a 20% expansion above the contracted number of Units, usable during the contract period at no additional fee. Growth beyond that needs extra subscriptions, co-terminous with the existing order.[1] Bundles marked with an asterisk get no expansion: Avaya Aura X for Zoom Workplace, CRM Connector, Workspaces for Salesforce and Advanced AES. CTI (TSAPI Basic and DMCC) gets no expansion on converted perpetual licences but does on new CTI purchases.[1] Customers on non-current releases keep the allowance at renewal only if they renew on time without lapse and without reducing UC or CC user counts.[1] Catalog proof: Many subscription bundles include a 20% expansion allowance.
One model per System. Customers choose perpetual or subscription licences per Workplace or Contact Center System instance. They cannot mix subscription and perpetual licences of the same kind in one System. A System is the UC and/or CC applications connected to a single Web License Manager.[1] Avaya’s examples allow 1,000 Core Suite subscriptions with 150 Elite Introductory Agents as perpetual licences in one System. They do not allow 1,000 Core Suite subscriptions next to 150 perpetual Core Suite licences in one System.[1] Catalog proof: Perpetual and subscription licences cannot be mixed in one System.
Start dates. When Avaya sells and installs directly, the term starts when Avaya notifies the customer that installation is complete. When Avaya sells directly without installing, it starts at the earliest of feature enablement, download or delivery. Purchases through a channel partner start on the first day of the second month after the order. Additions start on the first day of the month after Avaya accepts the order.[1] Catalog proof: Subscriptions bought through a partner start on the first day of the second month.
Quantity changes. Additional subscriptions can be requested with 30 days written notice. If Avaya approves, billing rises in proportion at the then-current price.[1] Reductions are possible only at renewal. The customer must notify Avaya at least 60 days before the renewal to change quantity or type; otherwise all contracted subscriptions renew automatically.[1] Catalog proof: Subscriptions auto-renew; changes at renewal need 60 days notice.
Expiry is enforced. Subscription licences are delivered as expiring license files. From Communication Manager R10.1.3.6 the earliest feature expiry in the file triggers warnings and then a 30-day grace period, after which call processing is blocked.[6] Workforce Engagement bundles do not renew automatically, because new license keys must be issued for each term.[1]
Private Cloud
Metering. Each day the Cloud Management System records the peak hour of usage, and the Monthly Peak is the highest daily peak in the month.[2] For Avaya Aura Private Cloud the unit is the Provisioned station: an extension configured with an assigned phone number. Any programmed extension, DID, virtual meeting room or mailbox counts, as do lobby and conference-room phones. Avaya does not track whether stations are active or registered, so a provisioned but unused phone still counts.[2] For AXP Private Cloud, a logged-in agent counts even if it handles no calls. Avaya advises agents to log out to reduce the metered count.[2] Avaya does not meter per site or per country.[2] Catalog proof: Private Cloud stations count while provisioned, active or not; AXP Private Cloud counts logged-in agents even when idle.
Minimums and overage. Bundles are invoiced subject to a Minimum Revenue Commitment and Minimum Order Quantities on the Order Form. Monthly billing is the greater of the Minimum Monthly Revenue Commitment or the usage volume. With annual prepay, the Minimum Annual Revenue Commitment is invoiced up front and overage monthly.[2] Usage above the order quantities is billed at the order’s tier price per unit.[2] Catalog proof: Private Cloud is billed at the greater of the minimum commitment or usage; overage at tier price.
Virtualization & partitioning
Avaya Subscription software runs in the customer’s environment. The customer is responsible for the architecture, hardware, software and services needed to deploy the ordered quantities, and installation is not included in the fees.[1] The on-premise virtualization rules of the Global Software License Terms therefore still apply.[7] In the Private Cloud services Avaya runs the application environment, dedicated to each customer, and the customer is charged by the metered units rather than by instances.[2]
Cloud / BYOL
Private Cloud may be bought directly or through the Microsoft Azure Marketplace. Marketplace purchases are governed by a separate Service Description addendum.[2] Customers must have executed Cloud Terms with Avaya.[2] Avaya also publishes Terms of Use for Hosted Services and an Acceptable Use Policy for its hosted offers.[8] Avaya reserves the right to audit any entity hosting the Private Cloud solution to check that all features in use are measured, billed and paid.[2] The documents grant no right to bring existing perpetual Avaya licences into the Private Cloud services. The “bring-your-own” options on the Avaya Infinity page concern carriers, messaging, workforce management and AI providers.[4] Catalog proof: Avaya may audit any entity hosting the Private Cloud solution.
Programs
Avaya Subscription Licensing
| Term | Rule |
|---|---|
| Support | Support Advantage Preferred with Upgrade Advantage, subject to its Service Agreement Supplement[1] |
| Term length | 1, 3 or 5 years[1] |
| Invoicing | In advance, monthly or annually, per bundle and term length; material codes from Avaya or the partner[1] |
| Renewal | Automatic for a similar term at then-current list pricing unless 30 days notice; one year for direct EU customers[1] |
| Cancellation | Accepted orders are not cancelable; termination of the whole subscription on 30 days notice for 50% of the remaining unpaid balance[1] |
| Workforce Engagement termination | After the first 28 months, on 120 days notice, for 60% of the remaining balance[1] |
| After termination or expiry | Stop use; delete, deactivate or return licences; certify on request (Avaya may share the certificate with licensors); re-initiation fees may apply[1] |
See Avaya Subscription Licensing. Catalog proof: Early termination of a subscription costs 50% of the remaining balance.
Conversion and the Investment Protection Program
Avaya Aura R6.3.118 Load 141, R7, R8 and R10 perpetual licences may be converted to subscription. The feature entitlements and 20% overage are limited to those of the generally available release.[1] Conversion is per System, and a customer that keeps perpetual licences must move them to a different System or Sold To location at its own expense.[1] Under the Investment Protection Program, converted licences earn a one-time credit or discount on the initial subscription term. The credit is capped at the number of subscriptions bought and does not carry into renewals.[1] Eligible perpetual licences must stay under Avaya-provided maintenance until the subscription starts. They are then surrendered and deleted from the customer’s perpetual licence record, and all rights under them end.[1] For the asset manager this is a disposal event. The perpetual entitlement leaves the licence estate on the subscription start date. Catalog proof: Converted perpetual licences are surrendered and their rights end.
Private Cloud term
The Initial Term is on the Order and typically ends 36 or 60 months after the Service Operation Start Date. It renews automatically at the then-current rate and Service Description unless either party gives 90 days notice.[2] Termination for convenience needs 90 days written notice, and email is not sufficient. The charge is 100% of the Minimum Remaining Charge if termination falls in months 0 to 24 and 60% from month 25.[2] Termination assistance of up to 120 days is available under a separate order. It is not owed if the order ends for the customer’s breach of Avaya licence terms or intellectual property rights.[2] Catalog proof: Private Cloud renews automatically and early exit charges up to 100% of the remaining minimum.
Product Lifecycle Policy
The Avaya Product Lifecycle Policy governs which products and expansions can still be bought on subscription.[1] It also sets support consequences for all products.[5]
| Event | Consequence |
|---|---|
| End of Sale (EoS) | No sales to new customers, no upgrades for existing customers; renewals limited to one-year terms and support list price increased |
| End of Manufacturer Support (EoMS) | No new fixes, security updates or features; existing service packs remain available with a valid support contract |
| End of Support Sales (EoSS) | Support contracts can no longer be bought or renewed |
| End of Life (EoL) | Product obsolete; software and documentation removed from Avaya websites and tools |
All rows are from the Lifecycle Policy.[5] Since May 2023, Avaya announces the planned EoMS date of a release when that release becomes generally available.[5] Catalog proof: After End of Sale renewals are one-year terms at a higher support price; At End of Life Avaya removes software and documentation from its sites.
Out of scope
Pricing, the Private Cloud service levels and service credits, AXP Public Cloud feature scope, Verint workforce engagement licence terms and IP Office Subscription are not covered here.