Avaya’s Sustainability and EH&S teams frequently support the Avaya Sales and Contracts teams in responding to customer inquiries and RFIs/RFPs. The following is a listing of the top 10 questions in the categories of EH&S, management systems, environmental performance, or sustainability asked most frequently by Avaya’s customers in inquiries supported over the last two years. Top 10 Customer Frequently Asked Questions & Answers 1. Does Avaya have any certified Management Systems, (i.e. ISO9000, TL9000, ISO14000, ISO27000, SA8000, OHSAS18000, EMAS, BS8555, etc...)? If so, provide a copy of the certificate to identify the certification body and the scope of the certification. Avaya operates and maintains the following certified Management Systems: - an ISO 14001 certified Environmental Management System (EMS) for our Design for Environment (DFE) activities; - an ISO 9000 certified Quality Management System (QMS); and - an ISO 17025 certified laboratory accreditation for electrical testing. Copies of these certificates can be accessed by the Avaya Sales Associates and Avaya Contract Negotiators from the Quality at Avaya > Certificates site on the Enterprise Portal (intranet). In addition, Avaya has a non-certified, operating EH&S Management System (EHSMS) which incorporates the required elements of the OHSAS 18000. For more information about this system and the list of categories covered, visit www.avaya.com/green > EH&S Policy. 2. How does Avaya manage the quality of its manufactured products? Avaya manages its’ products quality as defined by the “Quality Assurance Statement” as provided below. Quality Assurance of Avaya Products Avaya ensures its global suppliers who manufacture products meet Avaya’s specific and applicable industry quality standards through the use of signed contractual quality requirements. In addition to meeting Avaya’s quality requirements, all these global manufacturers are also certified to ISO 9001. Avaya uses various tools, clauses, and terms within the contractual quality requirements to closely monitor adherence of product quality on a continual basis. Listed below are several examples of tools specified within our Master Agreements which address quality assurance for all Avaya products. - Supplier and Product Qualification Approval Processes and Ongoing Management - ISO and Environmental Compliance Accreditation and Certification - Product Specification and Industry Standard Compliance - Supplier Process and Product Reviews - Material Management Review and Compliance - Quality Control Plans and Compliance - Continuous Improvement Processes and Compliance Avaya presence with suppliers and manufacturers around the world on the factory floor ensures Best In Class-BIC quality performance. 3. Does Avaya have an environmental policy and/or an EMS or environmental management programs in place? If so, where is the policy posted and what is the scope of the EMS? Yes. Avaya has a written corporate environmental policy that is combined with our Health & Safety policy as one overall EH&S Guiding Principles policy document. This can be accessed by selecting “EH&S Policy” from the www.avaya.com/green home page. Avaya also has two Environmental Management Systems (EMSs): - An ISO-14001 certified EMS for our Design for Environment (DFE) process which consists of Guidelines and Requirements and design checklists for our product design and development activities; and - A non-certified, ISO-14001 & OHSAS 18001-based EHSMS for operation and management of our locations. A link to the Avaya EHSMS List of Topics is provided at the link included at the bottom of the EH&S Policy page. For more detailed information regarding Avaya's environmental policy and EHSMS, contact Lee F. Wright, Sr. Manager, Global EH&S at lfwright@avaya.com. 4. Does Avaya comply with the EU RoHS & REACH Directives, and are you able to demonstrate compliance with the EU REACH and RoHS? (FAQs HS-12 & HS-16) Yes. All Avaya products for sale in Europe, the Middle East and Africa (EMEA) comply with the European Union (EU) Directive on the Restriction of Certain Hazardous Substances (RoHS) 2005/95/EC since 01-July-2006. Avaya is able to provide material declarations to demonstrate our products' compliance with the RoHS requirements, based on current information from our suppliers, upon request. Requests for material declarations should be made to the Avaya Environmental Compliance Tool Manager at ecmgr@avaya.com, and should include the product number (or 'comcode') for the specific product(s). Avaya has identified some products included in our solutions that contain a REACH substance based on our on-going supplier inquiry process. This information is summarized at www.avaya.com/green under the “REACH Directive” link. 5. Has Avaya been fined/prosecuted, or been subject to any orders, convictions or other assessments, for an environmental, health and/or safety infringement over the last three to five years? Avaya has not been fined or prosecuted for any environmental violations, neither have we been the target of any critical environmental NGO reviews or actions, in the past five years. 6. What is Avaya's performance in the area of environmental protection, climate change, and sustainability? Avaya's environmental performance is documented on our www.avaya.com/green home page under “Our Sustainability Program >learn more about Sustainability / Governance”, as well as “learn more about Carbon Management”. 7. Does Avaya evaluate its suppliers with regard to the social aspects (sustainability / environmental performance, child labor, forced labor, freedom of association and right to collective bargaining, discrimination, disciplinary practices, working hours, and remuneration)? Avaya requires that our suppliers and sub-contractors comply with accepted Labor, Equality and Diversity, and Business Integrity standards, and adhere to the Avaya Supplier Codes of Conduct requirements. A copy of the Avaya Supplier Codes of Conduct may be obtained via the www.avaya.com website under About Us > Supplier Information > Current Contract Attachments. Avaya itself does comply with local (country, regional) requirements for work environments for global Avaya locations, and we mandate that our vendors (contract manufacturers, etc.) do the same. 8. Does Avaya publish a Corporate Social Responsibility (CSR) or sustainability report, or is the CSR/sustainable development topic integrated in another report that the company publishes annually? Avaya does not currently publish an annual CSR or sustainability report, or include such information in our company's Form 10-K at this time. We do, however, report such information to the Carbon Disclosure Project (CDP) annually (since 2009) as a Supply Chain supplier. We also publish this information on our sustainability program at www.avaya.com/green under “Our Sustainability Program > learn more about Carbon Management”. Avaya addresses environmental and social responsibility through the Avaya EH&S Guiding Principles (EH&S Policy) and the Avaya Code of Conduct, guidelines established by internal organizations such as Ethics and Compliance, Human Resources, Environmental Health and Safety, and Philanthropy. A copy of Avaya’s Code of Conduct is available via www.avaya.com and selecting “About Avaya > Investors > Corporate Governance > Code of Conduct”. 9. Do you monitor the CO2 emissions (by Scope) related to your operations, as well as the manufacture and delivery of your products, and exercise practices to reduce them? Yes, Avaya tracks and analyzes our locations’ Scope 1 (diesel fuel and natural gas) and Scope 2 (electricity) greenhouse gas (GHG) emissions monthly basis, and our Scope 3 (air travel and fleet usage) GHG emissions annually, to determine trends and seasonal impacts, and to identify improvement/reduction opportunities. Avaya recently changed the packaging of our ten (10) most sold products and reduced their weight & size, which resulted in reduced transportation and resulting CO2 emissions. The reduction in CO2 emissions are currently being evaluated and will be published in the near future. 10. Does Avaya have performance targets and/or strategy for, and report on, the following environmental impacts for its global operations and operating markets? - Waste disposed - Recycling & reuse - Energy use - Transport & travel - Packaging use - CO2 and other emissions? Yes, Avaya has performance targets for energy use and CO2 emissions. Energy use, CO2 and other emissions: Avaya has established a target of 15% reduction of GHG over five years, based on an established baseline year of 2009. Transport & travel: Avaya has implemented plans for travel reduction, encompassing employee air, cars and fleet travel, to only that which is considered ‘business critical’. Cars/Fleet: Avaya contracts with a 3rd party for fleet services and its management. As part of this contract, the vendor replaced a large percentage of our fleet vehicles in 2008 with more fuel-efficient models. All fleet vehicles were equipped with GPS with web-monitoring capability to allow analysis and action to address driving behavior, as well as to facilitate trip planning and consolidation for optimum fuel usage and vehicle emissions reduction. Packaging & Product Transport: Avaya endeavors to utilize only that packaging required to protect the product in transport, and has taken that further with the implementation of projects to reduce packaging material and transportation waste/cost by means of packaging redesign for increased pallet density, greener material choices, and standardization of palletization requirements. To this end, Avaya has set a goal to reduce the product dim-weight (size & weight) and associated packaging of our 10 high runner products by 20% by the end of 2012 compared to January 2009. Additionally, Avaya requires that all new products & packaging be designed for minimum dim-weight. Both efforts will effectively reduce the amount of waste associated with both Avaya's product and packaging waste streams. See Avaya’s blog on the Green Impact of Avaya Packaging Redesign at: http://www.avayablog.com/archives/2010/04/the_view_from_w_1.php. Waste & Recycling: Local green teams at the major Avaya locations are partnering with the Facility Management team to reduce the amount of waste generated at these sites via increased application of the ‘three R’s approach’ (reduce, reuse, recycle). These teams are currently working with the Avaya Green Core Team to establish tracking mechanisms to quantify our waste and recycling performance for definition of appropriate reduction targets. For further information, visit: | 
