Our Corporate AI Policy

1. Purpose

This policy establishes guidelines for the responsible, ethical, and secure use of Artificial Intelligence (AI) within the organization, specifically tailored for a telecommunications and networking solutions business. It aims to enhance service performance, customer experience, and operational efficiency while minimizing risks related to data privacy, network security, compliance, and brand reputation.

2. Scope

This policy applies to all employees, contractors, consultants, and third-party partners involved in designing, deploying, managing, or using AI systems in relation to fibre broadband solutions, networking hardware, customer support, and digital services.

3. Definitions

Artificial Intelligence (AI): Systems capable of performing tasks such as network optimization, traffic analysis, predictive diagnostics, and automated customer interactions.

Generative AI: AI systems that create content such as technical documentation, marketing materials, scripts, or code.

Network Data: Includes traffic patterns, latency metrics, bandwidth usage, and device-level diagnostics.

Sensitive Data: Customer data, network configurations, proprietary firmware, internal system architecture, and business intelligence.

4. Guiding Principles

4.1 Network Integrity First

AI must never compromise network stability, uptime, or performance for customers using fibre broadband services.

4.2 Customer Trust and Transparency

AI-driven decisions affecting customer experience (e.g., traffic prioritization, diagnostics) must be explainable and transparent where applicable.

4.3 Human Oversight

Critical decisions such as network routing changes, security responses, and customer-impacting automation must involve human validation.

4.4 Data Privacy and Protection

All AI systems must comply with applicable data protection laws (including Malaysia PDPA) and internal policies.

4.5 Security by Design

AI tools must be deployed with strong cybersecurity controls to prevent unauthorized access, data leaks, or network exploitation.

5. Acceptable Use

Employees may use approved AI tools for:

  • Network performance analysis (latency, jitter, packet loss)

  • Troubleshooting fibre broadband issues (Unifi, Maxis, TIME)

  • Customer support automation (chatbots, ticket summarization)

  • Marketing content creation and SEO optimization

  • Technical documentation and configuration assistance

  • Predictive maintenance and diagnostics for routers and access points

All outputs must be reviewed by qualified personnel before deployment or customer-facing use.

6. Prohibited Use

The following activities are strictly prohibited:

  • Inputting customer data, router configurations, or network credentials into unapproved AI platforms

  • Allowing AI to autonomously modify live network infrastructure without approval

  • Generating misleading performance claims or false marketing content

  • Reverse engineering or exposing proprietary systems using AI tools

  • Using AI to bypass ISP restrictions or regulatory requirements

7. Data Handling Requirements

  • Do not upload customer or network-sensitive data into public AI tools

  • Mask IP addresses, MAC addresses, and identifiable network data before analysis

  • Use only company-approved environments for diagnostics involving real customer data

  • Follow strict access control for AI systems integrated with network monitoring tools

8. AI Tool Approval and Governance

  • Only IT-approved AI tools may be used in network operations or customer data environments

  • All AI systems must undergo security, compliance, and performance validation

  • AI used in networking products (e.g., routers, firmware) must be tested for stability under real-world load

  • Maintain logs of AI-driven recommendations and actions

9. Risk Management

  • Evaluate risks such as incorrect diagnostics, biased optimization, or unstable routing recommendations

  • Test AI models in controlled environments before live deployment

  • Implement rollback mechanisms for AI-driven configurations

  • Immediately report anomalies affecting network performance or customer experience

10. Compliance and Legal Considerations

  • Comply with Malaysian Communications and Multimedia Commission (MCMC) regulations

  • Ensure adherence to Personal Data Protection Act (PDPA)

  • Respect intellectual property in firmware, software, and configurations

  • Avoid unauthorized interference with ISP infrastructure

11. Training and Awareness

  • Staff must be trained on AI usage in networking environments

  • Specialized training for technical teams on AI-assisted diagnostics and routing optimization

  • Ongoing updates on cybersecurity risks related to AI in telecom

12. Monitoring and Enforcement

  • AI usage in network environments will be continuously monitored

  • Logs and audits will be conducted on AI-assisted configurations

  • Violations may result in disciplinary action or termination

13. Roles and Responsibilities

Network Engineers: Validate AI recommendations before applying to live environments

Customer Support Teams: Ensure AI-generated responses are accurate and customer-appropriate

IT Department: Approve AI tools, enforce security, and manage integrations

Compliance/Legal: Ensure adherence to telecom regulations and data protection laws

Management: Oversee strategic AI adoption aligned with business goals

14. Review and Updates

This policy will be reviewed periodically to reflect changes in telecommunications technology, AI capabilities, and regulatory requirements.

15. Effective Date

This policy is effective as of 1st April 2026.

Acknowledgment

All employees and partners must acknowledge and comply with this AI Policy, especially when handling customer networks, fibre broadband systems, and proprietary networking solutions.

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