Non technical - Query about responsibility of Avaya software downloads

[ianns]

Hope somebody can give me information on this one.

So we have a client with a 7.0 IP Office, which we are potentially looking at upgrading to 9.1.

Currently the main contact at the client has Manager 7.0 installed on his local workstation and makes changes in the system himself - I'm not really happy about it but he has had this since before we took them over as a client.

When we upgrade, I already know that he is going to expect to get latest Manager so he can continue in the same fashion.

So my question is about impact to me if I were to knowingly download and install Manager on his workstation when he is not Avaya certified? If somehow Avaya discovered I did this, can they do anything such as remove my login, strip my certifications, etc?

I really don't want to have to install it for him so any feedback on the ramifications of doing so would be greatly appreciated, as if I have that information now I can get their account manager to relay that news before they sign off work with us.

 

[amriddle01]

Avaya couldn't give a toss, none of their business either. You're safe to do so, it's more if you want to be fixing his mistakes or not and if you should charge extra for doing so

 

[AACon]

Only thing I will suggest, make sure you put in a backdoor for yourself when they forget/change their login. It's good to have.

-Austin
I used to be an ACE. Now I'm just an Arse.

 

[holdmusic34]

It is a good question. You must not release the technology to countries subject to United Nations sanctions or make it available. This is the whole point behind the PLDS. United Nations compliance.

The UN can heavily fine Avaya for non compliance. Sanctions require the assistance of the big companies to draw the line in the sand with the belligerent nations.
This includes selling equipment, software or technical knowledge where there is a likelihood of the technology being on sold to a State or or individual subject to sanctions.

At the moment, it's the North Koreans, Iran, some Arab states and a few African nations.

The fresh crop of North Korean sanctions are only going to be effective with the support of NGOs.

I helped close down a grey export market by going undercover for Avaya when i brought something to their attention a few years ago.

For further clarification, please consult your Avaya CAM.

With your customer- should be ok though!

How's your car?

 

[amriddle01]

He's in the Uk

 

[holdmusic34]

A Gulf state then.

How's your car?

 

[IPGuru]

whenever i have a customer that wants admin access (& it saves me dealing with stupid name change requests so I dont have a major issue with it) i allwasy stress the terms of our maint contract

"if YOU breakint you can keep all the parts" & it is chargeable if wee need to fix it.


Do things on the cheap & it will cost you dear

 

[ianns]

Thanks all on various responses. I see it all went cloak and dagger at one point!

I was really hoping somebody was going to point out a clause saying I should not do this per Avaya. Unfortunately I foresee this being an issue as it will not matter what we have in our contract when the client is a proven liar and the account manager won't call him on it.

For example went for a visit out there with a colleague about 2 years ago at agreed time with this individual. When we got there he said he was too busy and got us to deal with his deputy instead. Then a couple of days later he claimed we had not visited site at all and got another free visit out of it. This is just one example. He will lie based on the premise 'the customer is always right' and their account manager won't challenge him on it based on the same premise.

So yeah if he breaks something he will deny it... Although yes I know we can prove he's made changes via logs but I image we simply won't challenge him with the logs.

If it was up to me we would just drop this client. But oh well unfortunately not something anybody here can solve Thanks anyway all!

 

[mattKnight]

>Then a couple of days later he claimed we had not visited site at all and got another free visit out of it.

This is where you need a signed job sheet.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[ianns]

Which we used to have before we started doing everything electronically.. Please don't get me started

 

[amriddle01]

As the attending engineer I imagine you have direct contact with this individual, so do what we do. Email him and CC your bosses in, showing the evidence that he/his company made the changes that caused the fault. Also get them to sign time sheets when you attend, even if it's just the Receptionist, hard to argue you weren't onsite then.
If nothing else, it may piss them off enough getting proved wrong all the time that they go elsewhere anyway

 

[joe2938]

And if he did do a change that breaks something and denies it you always have the audit trail in IP Office to prove what log in and machine made the change.

 

[kyle555]

Here's a good read re: software rights, but it only applies to CM:

https://downloads.avaya.com/css/P8/documents/100167210

I had to use it with a customer who changed BPs and wanted us to handover the business partner accounts and passwords. I may have felt like being a pain in the ass that day

 

[amriddle01]

Hard to argue against giving manager access though, especially when two of the pre-defined users are for an "Operator" and "Manager"

 

[ic1ssbill]

It's their system, quit complaining,

 

[derfloh]

With 9.1 the Admin accounts have security access as well. So be aware be is not allowed to login into security settings. You can give manager lite to him. IIRC you can't access security with it.