Remote monitoring and maintenance

Avaya offers Secure Access and Control (SAC) monitoring and maintenance services. SAC uses both Secure Services Delivery Platform (SSDP) and the Secure Services Gateway (SSG) to provide a secure platform from which remote technicians and Expert Systems^SM access products at customer sites. for security audits (for example, perimeter scans, penetration tests) and to update and service equipment firmware and alarms, respectively. Using either IP connectivity or traditional dial-in (modem) access, SAC offers service at two levels:

SAC Basic: collects alarms from Avaya Products, including modem based alarms, and sends them to Avaya over a B2B VPN/Frame Relay link. Inbound access to products is controlled by SSDP and the firewall of the customer.
SAC Premium: builds on SAC Basic by adding inbound gateway functionality to the SSG. The customer uses the SSG to control and monitor access level of Avaya to their network and products and to record what product was accessed, by whom, when, and why the product was accessed.

Avaya maintenance technicians have access to customer data needed to perform maintenance on customer products, and only authorized Avaya users are permitted access. SSDP logs the user, time and type of access, as well as the reason for the access using the Trouble Ticket number.