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Key aspects include:
Availability: Our products should always be available when our customers need them. System outages should become a thing of the past because of a software architecture that supports redundancy and automatic recovery. Self-management should allow for service resumption without user intervention in almost every case.
Security: The data our software and services store on behalf of our customers should be protected from harm and used or modified only in appropriate ways. Security models should be easy for developers to understand and build into their applications.
Privacy: Users should be in control of how their data is used. Policies for information use should be clear to the user. Users should be in control of when and if they receive information to make best use of their time. It should be easy for users to specify appropriate use of their information including controlling the use of email they send.
Trustworthiness is a much broader concept than security, and winning our customers' trust involves more than just fixing bugs and achieving "five-nines" availability. It's a fundamental challenge that spans the entire computing ecosystem, from individual chips all the way to global Internet services. It's about smart software, services and industry-wide cooperation.
There are many changes _____ needs to make as a company to ensure and keep our customers' trust at every level - from the way we develop software, to our support efforts, to our operational and business practices. As software has become ever more complex, interdependent and interconnected, our reputation as a company has in turn become more vulnerable. Flaws in a single _____ product, service or policy not only affect the quality of our platform and services overall, but also our customers' view of us as a company.
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