Authentic Avaya

Authentic Avaya

Gray Market Products

Avaya defines gray market as any Avaya product represented as new or unused and offered or sold from sources other than authorized Avaya partners. These products are at high risk of product or serial number tampering, conversion, or other adverse unauthorized intervention, which infringes Avaya’s intellectual property rights. To protect our customers and authorized sales channels from unfair practices and negative impact of unauthorized sales, Avaya does not provide manufacturer warranty or support for gray market products. Once a product is sold outside of authorized channels, it becomes gray market and cannot be certified even if subsequently sold by an authorized reseller.

Customers considering purchasing equipment on the gray market are advised of the following points:

  • Gray market products are often:
    • Tampered international versions that are not UL approved
    • Used or refurbished equipment misrepresented as new
    • Stolen equipment or equipment originally acquired from Avaya by means of unauthorized sales fraud

It is through similar non-authorized sources which deal with gray market products that counterfeit equipment is inserted into distribution networks. 

If your Avaya product or component was purchased from a non-authorized source, Avaya cannot:

  • Guarantee its authenticity
  • Certify the equipment for Avaya maintenance support eligibility 
  • Provide Avaya support

If such a product causes or is involved in a system failure, the failure is not covered by an Avaya warranty or an existing Avaya maintenance contract and places the entire system at risk.

Unauthorized sellers have not been granted by Avaya a license to distribute or to sublicense any Avaya proprietary products. Avaya’s software products are the proprietary intellectual property of Avaya and are protected under international, US federal and state intellectual property laws including, for example, copyright, patent, trademark and trade secret laws. Since these unauthorized retailers have no contractual relationship with Avaya regarding our products or services, they are not authorized by Avaya to sell, install, or distribute such products to customers or otherwise and have no direct access to any support from Avaya or Avaya’s authorized resellers.

In our efforts to keep you informed of potential risks to your investment in Avaya products and services, please be advised that Avaya authorized resellers may not sell via an online marketplace (such as Amazon, Ebay, Walmart or others like them). Unless otherwise approved by Avaya, if an authorized partner is hosting their own website, in order to avoid confusing end customers as to whether they are buying from a legitimate authorized partner or a gray marketer, any electronic or internet sales conducted via a website or other electronic method of selling products or services must be conducted in the Partner’s Account Name, which must also appear on the webpage and in the URL or website address.  Partner Account Names for Avaya Authorized Resellers can be determined by using the Avaya Reseller Locator.

Below is a list of some companies that are not authorized by Avaya to sell new Avaya products. This is not intended to be a complete list and is subject to change at any time by Avaya. 

Unauthorized Sources – USA
Metroline Direct/FiveStarsTelecom 
Atlas Systems/Atlas Phones/The Telecomdealer 
Morgan Birge
ip phone warehouse
American Telecom HQ (ATHQ)
The TelecomSpot
RUN-DLJ Telecom

Unauthorized Sources – Americas International
AG & Jireh
A1 Teletronics

Unauthorized Sources - Europe 
Square1 Products
Handset Solutions
PMC Telecom
Telecom Hunter
Trade X Networking
B&H Telecom GmbH

Unauthorized Sources – Asia Pacific, Middle East, and Africa
Hardware Direct
GIM Technologies

If you have any questions about gray market products or gray market incidents you would like to bring to our attention, contact the Avaya Channel Compliance Team at 

Below are some examples of how we offer our assistance to protect your investment in Avaya products and services:

  • Confirmation of whether your potential product or service source is an Avaya Authorized Reseller and assistance to identify an authorized source. You may also use the Avaya Reseller Locator.
  • Assisting you to request a Letter of Authenticity of the product or Authorization of the retailer you are considering
  • Providing a determination of whether products you’ve recently purchased or are considering to purchase are gray market and unauthorized based on trace and validation of serial numbers and review of retailer details you provide.

Sending your correspondence on above matters to the is preferred; however, if you prefer to make an anonymous report, you may do so through Avaya’s Ethics & Compliance hotline.  Call Avaya's Compliance Hotline 1-877-99-ETHIC (1-877-993-8442) for U.S. or 1-908-953-7276 for non-U.S. callers) or by logging in to* When using, under ‘File a New Report via EthicsPoint’ please type Avaya under ‘Enter Organization’s name’ to be directed to the appropriate form.

As these reports are collected by an independent third party, please provide all detail and specifics related to your concern as we will not be able to contact you.  If you report serial numbers that were purchased from an unauthorized source, please also provide a copy of the order with any info redacted as you deem necessary.

* Except in EU Member States where regular local reporting channels should be used.