Avaya Learning Centre

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Enrollment Cancellation Policy		Shared Courseware Policy
Session Cancellation Policy		Certification Ethics Policy
Waitlist Policy		Re-Certification & Exam Re-Take Policies
Completion Credit for Session Attendance		Prerequisite Waiver Policy
Assessment Re-take Policy

Enrollment Cancellation Policy: Instructor-led & Virtual Instructor-led (Interwise)
Students may cancel their enrollment in a training session or class with at least 14 calendars days notice from the first day the session/class is held, with no cost incurred by a student/business organization. With less than 14 days notice, the student/business organization will be liable for the full tuition/cost of training. An exception to this policy is when a class is canceled or a student is unable to attend due to an act of nature that would prevent travel to the training location.

A substitute may attend a session, however the substitute attendee must meet the same pre-requisite/qualifications as the original enrollee. Substitute attendees may be refused if pre-requisite/qualifications are not met. When Manager Approval is required, the substitute has 24 hours to obtain approval; the session seat will be held for only the 24-hour period.

Avaya University reserves the right to cancel a course and will provide a minimum of 14-days notice. Avaya University encourages the purchase of Refundable airline tickets and is not liable for any expense incurred by the student/business organization due the cancellation of a course. Courses may be cancelled for reasons including, but not limited to low student enrollment and/or unavailability of a facility.

Enrollment Cancellation Policy: Non-Facilitated Event/Training
Including, but not limited to, Internet/Web-based, Diskette and/or CD ROM training

Once the enrollment process is complete, no cancellations will be accepted. Therefore, the student/business organization will be liable for the full tuition/cost of the course.

Session Cancellation Policy
Avaya University strives to avoid cancellation of Instructor-Led and/or Virtual Instructor-Led training sessions. Courses may be cancelled for reasons including, but not limited to low student enrollment, unavailability of a facility or unavailability of an instructor. To help you better understand our process, listed below is the Avaya University session cancellation procedure:

Avaya University communicates with Avaya 21-days prior to a scheduled course to indicate low enrollment.
Avaya has the opportunity to communicate and market the course to their audiences (Avaya Employees, Business Partners and Customers.)
If Avaya decides to cancel a course with greater than 14-days notice prior to the scheduled session, an email communication will be sent to the student.
If Avaya decides to cancels a course with less than 14-days notice prior to the scheduled session, an email will be sent to the student detailing alternative sessions and/or providing an explanation of why the course was cancelled.
In very rare circumstances, if Avaya decides to cancels a course with less than 3-days notice to the scheduled session, a phone call will be made to the student.

As most information regarding courses/sessions is finalized via email, it is especially important for the student to maintain their correct email address in their user profile. Avaya University encourages the purchase of refundable airline tickets and is not liable for any expense incurred by the student/business organization due the cancellation of a session.

Waitlist Policy
When a student chooses to be on a waitlist for a session and a seat becomes available,

If a seat becomes available within 14 days prior to the session start date, the student will be contacted to confirm enrollment.
If the seat becomes available outside the 14 day window, the student is automatically enrolled, and an email notification of enrollment is sent to the student.

In either case, the student/business organization is subject to cancellation/substitution requirements as described in the Avaya Cancellation Policy.

Completion Credit for Session Attendance
Completion Status for Session Attendance is granted at the discretion of the Instructor. Typically, a student must be in active attendance of an ILT (including vILT) session at least 75% of the scheduled time to receive completion status of the course/session.

Shared Courseware Policy
Sharing of courseware is not permitted. Self-paced, CD or Web-based, material is intended to be "single use" and therefore individual enrollment is required to support issue resolution, transcript updates and/or request for certificates.

Certification Ethics Policy
Cheating and misconduct are not tolerated in the Avaya Professional Certification Program.

Candidates are expected to conduct themselves with honesty and integrity at all times and during all phases of the certification process - including exam preparation, testing, and re-certification.

If a candidate is believed to have acted with dishonesty or with intent to misrepresent at any time during the certification process, Avaya reserves the right to bar that individual from the program immediately and for a period at Avaya’s discretion. Evidence of cheating – which includes (but is not limited to) unfairly gaining exam information or providing unfair assistance to another candidate at any time during the exam preparation or delivery period – may include visual observation during the test period or other tangible evidence.

Avaya Employees are reminded that cheating is a violation of the Avaya Code of Conduct; candidates who are observed unfairly gaining information or assisting others in doing so will be referred to their management for disciplinary action, up to and including termination. Please read the Certification Agreement for more information concerning your rights and obligations under the Avaya Certification Program.

If you would like to report any activity that you feel falls under the scope of this policy, please call 1-877-99-ETHIC (outside the US 1-908-953-7276).

Thank you for your interest and participation in the Avaya Professional Certification Program. For more information about Avaya Certification, click here.

Effective March 14, 2003: Avaya Certification Re-Certification & Exam Re-Take Policies

Re-Certification- Avaya Certified Associate (ACA)
There are two (2) components of

certification: the Communications Networking core exam (132-S-100.3) and a qualifying Avaya Product Elective. ACA certification is awarded when both requirements have been satisfied.

ACA certifications are valid for 24 months from the date of passing the Communications Networking core exam. To maintain your ACA certification you must complete each component within 24 months from the date of original completion.

Please note:

	Prior to July 15th, 2002 (later in some countries), the ACA credential consisted only of the Communications Networking exam. Individuals who received their ACA certification prior to this date do not have to pass an Avaya Product Elective until they renew their ACA certification.
	Advancing to the next level (Avaya Certified Specialist) automatically renews ACA certification, as long as one’s ACA is current and in good standing.
	Avaya may amend these policies for future certifications in specific product or solution areas, or at new program levels (e.g. Avaya Certified Expert/).
	All exams are available at authorized testing centers; see www.vue.com/avaya for details.

Avaya Certified Associate Re-certification Process

Re-Certification- Avaya Certified Specialist (ACS)- Design or Implementation
There are two (2) components of

certification: the ACS Core Exam (Design or Implementation) and a Specialist Elective. Official ACS certification is awarded when both requirements have been satisfied.

ACS certifications are valid for 24 months from the date of passing one of the Specialist Electives. The ACS Core exam (Design or Implementation) must be taken only once; for re-certification, only the Specialist Elective must be retaken. For individuals with multiple ACS certifications (those who have passed more than one Specialist Elective), each elective must be retaken within 24 months to re-certify for each of the credentials they are re-certifying/ maintaining.

Avaya Certified Specialist Re-certification Process

Re-Certification- Avaya Certified Expert (ACE)- Design or Implementation
The

credential is available now for CRM professionals. This credential is actually comprised of all three (3) certifications available at the Specialist Level for CRM- Multimedia Contact Centers, Interactive Voice Response Systems and Proactive Contact Solutions. In order to achieve ACE certification in CRM, you must achieve ACS certification in the three CRM areas. This requires four (4) total exams – the ACS Core exam (Design or Implementation) and all three (3) CRM electives in either Design or Implementation. ACE certification is awarded upon completion of the final required elective, and is valid for 24 months. To maintain certification at the ACE level, Avaya will either introduce an integrated ACE exam or a specific re-certification exam. Or, certified individuals may be required to retake and pass all three electives. Avaya will announce the ACE re-certification policy in 2003.

Exam Retake Policy- for all Avaya Certification Candidates
Applies to Avaya Exams Delivered at all VUE Testing Centers Worldwide

Beta Exams
Candidate (using their unique VUE candidate ID #) will be allowed to take each beta exam only once. There will be no exceptions unless approved by Avaya Certification program management.

Live Exams
Candidates that have passed a certain exam are not allowed to take the same exam (defined as an exam of the same version with the same exam number) again within 12 months of original exam completion. Candidates who are taking the exam in order to maintain certification can do so after the 12-month period.

Unsuccessful Exam Attempts
Candidates who do not pass an exam must wait at least 72 hours before retaking the same Avaya exam. Candidates are allowed to take the exam 2 additional times within a 12-month period. The 4th attempt must be at least 12 months from the date of the first attempt. All attempts are subject to the 72-hour waiting period.

Prerequisite Waiver Policy
Prerequisite knowledge may be required for entry or enrollment into Avaya University course(s)/session(s). In these circumstances, the student must successfully complete all preceding course(s) and/or related assessment(s) in order to have their enrollment status confirmed for all subsequent classes.

Students who believe they possess the appropriate level of knowledge or have the requisite product or solution experience, may choose to complete the Prerequisite Assessments ONLY (where appropriate and available) - TEST OUT option. However we highly recommend the completion of all preceding courses and assessments which will enable the student to enroll in the corresponding courses/sessions.

Entry to any Classroom (ILT) or Virtual Instructor Led (vILT) session is granted at the discretion of the Instructor. When prerequisite knowledge has not been validated by successfully completing preceding course assessment(s) - see above, a student may not be granted entry into an Instructor Lead Training (ILT or vILT) session. The instructor will determine whether an individual's knowledge is insufficient and is therefore likely to compromise the learning experience of the remainder of the class/session students. Should any student be refused entry into a class/session on the above basis, the Student/Business organization is liable for all student enrollment, travel and related costs, when entry has not been granted.

Assessment Re-take Policy
Avaya University policy allows two pre-course attempts for all assessments. If, upon completion you have not passed the assessment, you will need to enroll in the associated learning activity to continue.

Please note: This policy does not apply to Avaya Certification Exams.