The telecommunications industry is faced with a significant and growing problem of theft of customer services. To aid in combating these crimes, Avaya intends to strengthen relationships with its customers and its support of law enforcement officials in apprehending and successfully prosecuting those responsible.
No telecommunications system can be entirely free from risk of unauthorized use. However, diligent attention to system management and to security can reduce that risk considerably. Often, a trade-off is required between reduced risk and ease of use and flexibility. Customers who use and administer their systems make this trade-off decision. They know best how to tailor the system to meet their unique needs and are therefore in the best position to protect the system from unauthorized use. Because the customer has ultimate control over the configuration and use of Avaya services and products it purchases, the customer properly bears responsibility for fraudulent uses of those services and products.
To help customers use and manage their systems in light of the trade-off decisions they make and to ensure the greatest security possible, Avaya commits to the following:
Avaya products and services will offer the widest range of options available in the industry to help customers secure their communications systems in ways consistent with their telecommunications needs.
Avaya is committed to develop and offer services that, for a fee, reduce or eliminate customer liability for PBX toll fraud, provided that the customer implements prescribed security requirements in its telecommunications systems.
Avaya's product and service literature, marketing information and contractual documents will address, wherever practical, the security features of our offerings and their limitations, and the responsibility our customers have for preventing fraudulent use of their Avaya products and services.
Avaya sales and service people will be the best informed in the industry on how to help customers manage their systems securely. In their continuing contacts with customers, they will provide the latest information on how to do that most effectively.
Avaya will train its sales, installation and maintenance, and technical support people to focus customers on known toll fraud risks; to describe mechanisms that reduce those risks; to discuss the trade-offs between enhanced security and diminished ease of use and flexibility; and to ensure that customers understand their role in the decision-making process and their corresponding financial responsibility for fraudulent use of their telecommunications system.
Avaya will provide education programs for customers and Avaya employees to keep them apprised of emerging technologies, trends, and options in the area of telecommunications fraud.
As new fraudulent schemes develop, Avaya will promptly initiate ways to impede those schemes, share our learning with our customers, and work with law enforcement officials to identify and prosecute fraudulent users whenever possible.
Avaya is committed to meeting and exceeding our customers' expectations, and to providing services and products that are easy to use and are of high value. This fundamental principle drives our renewed assault on the fraudulent use by third parties of our customers' communications services and products.