Which statement about Avaya Tier 2/Business Partners is true?

The standard Avaya tiered support model designates Tier 2/Business Partners as the primary level for in-depth technical troubleshooting. Their responsibility is to thoroughly investigate and isolate the reported issue. They use their expertise and available resources to identify the root cause. Escalation to Avaya Tier 3 is the correct procedure only when Tier 2 has exhausted its diagnostic capabilities and cannot determine the root cause or when the required fix is beyond their scope (e.g., requires a software patch from development). This ensures that Tier 3 receives well-documented cases, allowing for efficient resolution of complex problems.

A. This bypasses the essential troubleshooting and isolation function of Tier 2, making the tiered support model inefficient.

B. Tier 2's role is to isolate the issue, not merely describe it. Tier 3 relies on Tier 2's diagnostic work.

C. Escalation is for unresolved issues. If Tier 2 resolves the issue, the ticket is typically closed, not escalated.

1. Avaya Support Services Offer Definition (Document Number: 700512882, Issue 1.1, June 2016). Section 3.1, "Technical Support," describes the tiered support model where Business Partners provide Tier 1 and Tier 2 support. This role explicitly includes problem isolation and resolution attempts before an issue can be escalated to Avaya Tier 3.

2. Avaya BusinessPartner Program Guide. The Support & Services track requirements mandate that partners must have the technical capability to provide Tier 1 and Tier 2 support. This includes performing fault diagnosis, problem isolation, and attempting resolution before engaging Avaya's Tier 3 support resources.

3. Maintaining and Troubleshooting Avaya Aura® Communication Manager (NN42030-703). Course documentation, Module 1: "Introduction to Maintenance," outlines the support structure. It specifies that Business Partners (Tier 2) are responsible for isolating faults and attempting resolution. If they are unable to resolve the issue, they escalate to Avaya Tier 3 with their findings.