AT&T® High Speed Internet Business Edition Service Guide



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AT&T® High Speed Internet Business Edition Service Guide

AT&T High Speed Internet Business Edition (“Service” or “HSI Service”) is a service that provides dedicated connectivity to the Internet over digital subscriber line loops (“DSL”).

The High Speed Internet Business Edition Service Guide consists of the following parts:


  1. Service Description (SD)

  2. Service Components (SC)

  3. Service Plans (SP)

  4. Features (F)

  5. Service Delivery (SD)

  6. Billing (B)

  7. Customer Requirements (CR)

  8. Customer Acknowledgements (CA)

  9. SLAs (SLA)

  10. Pricing (P)

  11. Additional Terms & Conditions (TC)

In addition, specified portions of the General Provisions apply.

Cross References

Service Description

Service Level Agreements

Pricing


The Services and Service Components provided under this Service Guide shall not be used to support the performance of any portion of a project or program which has been funded in whole or in part with grants, loans or payments made pursuant to the American Recovery and Reinvestment Act of 2009 ("ARRA"), without the prior written agreement of AT&T and Customer regarding any specifically applicable terms, conditions and requirements.  Customer shall provide AT&T with prior written notice before placing any order that may be funded in whole or in part with ARRA funds.  If Customer fails to provide such prior written notice of ARRA funding; or if the parties cannot agree on the terms and conditions (if any) applicable to an ARRA funded order; or if any terms, conditions or requirements (other than those to which AT&T specifically agrees in such separate writing) are found to be applicable, then AT&T may, in its sole discretion, reject such order or immediately terminate provision of any affected Service or Service Component without further liability or obligation.

1.0 High Speed Internet Service Description


1.1 General


AT&T High Speed Internet Business Edition is a digital data service that lets Customer send and receive data over existing telephone lines. A DSL signal travels on the same line that Customers phone uses. DSL technology uses higher signal frequencies than those used by voice or fax. A DSL filter splits data traffic from voice traffic and routes them separately. Analog traffic (voice, and fax signals) is routed to the telephone or fax machine while the digital data traffic is routed to the DSL modem. AT&T connects to a high-speed backbone network using specialized DSL Access Multiplexers (“DSLAMs”).

AT&T High Speed Internet (“HSI”) Direct allows a Customer to connect to the Internet without purchasing voice service. This alternative version does not require a voice line or a DSL filter.


    1. HSI Service Types

      1. HSI Options with Required Voice Service


The types of HSI Service that AT&T offers which require a voice line are:

  • ADSL which is asymmetric data service to the Customer’s premises and is provided over the voice telephone line at the End-User’s premises. The downstream bandwidth (to the Customer from the network) is larger than the upstream bandwidth (to the network from the Customer). The Customer eligibility for these bandwidths depends upon the distance the user is from the Central Office or Remote Terminal and the condition of the line.

  • SDSL is symmetric data service and is provided via a dedicated data line from the End-Users premises to HSI Equipment located in a nearby Central Office. The downstream bandwidth is equivalent to the upstream bandwidth and up to 416Kbps transfer rate in each direction. It is available only for Static IP service. The maximum speed varies depending upon the distance of the Customer location from the Central Office (where the phone line terminates) and the condition of the line. The further the distance from the Central Office, the slower the bandwidth and/or speed.

1.2.2 HSI Option without Voice Service

The type of HSI Service that AT&T offers that does not require a voice service on the line is:



  • High Speed Internet Direct: This is an asymmetric (ADSL) data service to the Customer’s premises that is provided over a line without any telephone voice service to the End-User’s premises. Customer eligibility for High Speed Internet Direct is the same as ADSL with voice service.


    1. Geographic Availability


AT&T HSI Service is available only in locations throughout the United States and is defined as follows:

  • HSI Service requires an existing business line (POTS line for HSI and without voice service for HSI Direct) over which the Service is implemented. Service can be ordered in the following thirteen (13) states: AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX and WI, subject to specific geographic availability.

  • Customer is required to check specific availability of specific sites for all HSI Service types with an AT&T sales representative or online at https://swot.sbc.com/swot/serviceQual.do.


2.0 HSI Service Components


HSI is composed of an Internet access line and Customer Premises Equipment (“CPE”).

3.0 AT&T HSI Business Edition Service Plans


3.1 AT&T HSI is available with varying options as described in the Service Plan table below:

HSI Service Features and Speeds -- below quotes represent maximum download and upload speeds

Single IP

Multiple IP -- Options of 5, 13, 29, 61 or 125 useable IP addresses available*

CPE Options

HSI ADSL Options

Dynamic

Static

Dynamic

Static




AT&T HSI Business Edition Basic:

Up to 768 Mbps / Up to 384 Kbps



Yes

No

No

No

Modem or Router

AT&T HSI Business Edition Express:

Up to 1.5 Mbps / Up to 384 Kbps



Yes

No

No

Yes

Dynamic IP: Modem or Router, Static IP: Router

AT&T HSI Business Edition Pro:

Up to 3.0 Mbps / Up to 512 Kbps



Yes

No

No

Yes

Dynamic IP: Modem or Router, Static IP: Router

AT&T HSI Business Edition Elite:

Up to 6.0 Mbps / Up to 768 Kbps



Yes

No

No

Yes

Dynamic IP: Modem or Router, Static IP: Router

HSI Symmetric DSL Options:
















AT&T HSI Business Edition Symmetric S:

416Kbps / 416 Kbps



No

No

No

Yes

Router

Actual speeds are maximum “up to” and are based on DSL synch rate may vary, and are not guaranteed. Many factors affect speed. AT&T HSI Business Service and speed options are not available in all areas.

*Only 5 usable IPs are available in the Mid West region (Illinois, Indiana, Michigan, Ohio and Wisconsin).



3.2 AT&T HSI Direct (no voice line required) is available with varying options as described in the Service Plan table below:

HSI Direct Service Features and Speeds -- below quotes represent maximum download and upload speeds

Single IP **

Multiple IP ** -- Options of 5, 13, 29, 61 or 125 useable IP addresses available*

CPE Options

HSI ADSL Options

Dynamic

Static

Dynamic

Static




AT&T HSI Business Edition Direct Basic :

Up to 768 Mbps / Up to 384 Kbps



Yes

No

No

No

Modem or Router

AT&T HSI Business Edition Direct Express:

Up to 1.5 Mbps / Up to 384 Kbps



Yes

Yes

No

Yes

Dynamic IP: Modem or Router,

Static IP: Router



AT&T HSI Business Edition Direct Pro :

Up to 3.0 Mbps / Up to 512 Kbps



Yes

Yes

No

Yes

Dynamic IP: Modem or Router,

Static IP: Router



AT&T HSI Business Edition Direct Elite:

Up to 6.0 Mbps / Up to 768 Kbps



Yes

Yes

No

Yes

Dynamic IP: Modem or Router,

Static IP: Router



Actual speeds are maximum “up to” and are based on DSL synch rate may vary, and are not guaranteed. Many factors affect speed. AT&T HSI – Business Edition Service and speed options are not available in all areas.

*Only 5 usable IPs are available in the Mid West region (Illinois, Indiana, Michigan, Ohio and Wisconsin).



4.0 Features included with High Speed Internet Service Business Edition

  • Technical Support Advisors for Business Edition Customers available 24 hours a day, 7 days a week.

  • Quality online protection tools are included or available with HSI service, including Email Anti-Virus, SpamGuard, AdressGuard and Two-Way-Firewall.

    • E-Mail Anti-Virus – Helps to screen your computer from e-mails containing known harmful viruses.

    • Two-Way-Firewall – Helps to block outsiders from hacking into your PC.

    • SpamGuard - Helps to protect your inbox from spam.

    • AddressGuard – Helps to protect your e-mail address from spammers and strangers. Create up to 500 disposable one-time addresses to use when you do not want to disclose your e-mail address.



  • Main email account with advanced features and unlimited online storage.

    • More Mail. Bigger Box. Unlimited online storage in Customers main account, plus 10 additional email sub accounts for employees, each with a unique email address and unlimited storage.

    • Mail POP access & Forwarding. POP access and email forwarding. Easily transfer and access Customers email from popular mail programs like Microsoft Outlook™, or directly from the Web.

    • Large Mail Attachment Capacity. Send and receive emails with total message size of 25MB.

  • Dial-up access included so that Customer can connect when traveling.

AT&T Basic Wi-Fi Service included. Wi-Fi access not included with AT&T WorldNet service. A Wi-Fi enabled device required. Other restrictions apply. See www.attwifi.com for details and locations.

4.1 Additional Features Available for additional fee with AT&T HSI - Business Edition


  • Extra online storage for files (think of it as a back-up service!)

  • AT&T Tech Support 360 on-site PC and Networking technical support


5.0 Service Delivery

5.1 HSI Service – Self Installation Option


Self Installation Option – AT&T Provided CPE: CPE can be purchased directly from AT&T and delivered directly to Customer’s service location in a Self Installation kit, Installation kits may also contain optional wireless cards for remote PCs if a wireless router is specified on the order and such equipment has been ordered as well.

Qualifying Customers will receive a self-installation kit (at no additional charge) which will be delivered directly to Customer’s service location (S&H charges apply). The self-installation kit allows Customer to install the CPE without the need for a separate on-site visit from CPE installation technicians. To qualify for self-installation option, Customer must answer “no” to the following four questions:



  • Do you have six (6) or more devices (phones, fax machines, etc.) on the phone line that you will be using for HSI?

  • Do you have a burglar alarm or TDD device on your line?

  • Is there any other device that will require the use of a splitter on your phone line?

  • Do you require static IP?

5.2 HSI Service – Professional Full Truck Roll Installation Option


Customers that do not qualify for the self-installation option or would otherwise prefer to have the CPE professionally installed may select the professional installation option, which is available for an additional charge, at the time of placing the order. The HSI service installer will be responsible for delivery of your AT&T DSL modem, gateway or router along with any filters, splitters, jacks and cable required.

6.0 Billing

6.1 Service Activation Date


Billing for each High Speed Internet DSL Service Component begins on the Service Activation Date:

  • In the states of Arkansas, California, Illinois, Indiana, Kansas, Michigan, Missouri, Nevada, Ohio, Oklahoma Texas and Wisconsin, the Service Activation Date is when either of the following occurs first:

  • Customer registers their DSL Service

  • or the date of professional installation

Whether or not customer has installed and begun to use the Service, the Service Activation and billing Date is one day after the service due date as determined during the ordering of the service.

  • In the state of Connecticut, the Service Activation Date is the customer-requested service order due date negotiated at the time of placing an order, whether or not customer has installed and begun to use the Service.



7.0 Customer Requirements


Customer shall be fully responsible for providing, at Customer’s own expense and in a timely manner, the following:

  • All security measures customer determines are needed for its system(s) and/or equipment used or accessible in connection with AT&T HSI service.

  • Designating a Customer Point of Contact (“CPOC”) to be the only point of contact to interface with the AT&T; And

  • An equipment room compliant with environmental local laws and other conditions as specified by AT&T; reasonable access to the Equipment at times specified by AT&T; adequate work space, heating/cooling, light, ventilation, and electrical outlets and for any Service which requires a telephone line, as detailed in the Service Guide, Customer shall also make available to AT&T for diagnostic purposes a local exchange carrier dedicated inbound telephone (POTS) line, which shall not be used by Customer for any other purpose while Service is being provided. Customer shall also arrange provide timely access to any rights of way, which AT&T deems necessary to provide, maintain or remove the facilities required for any of the Services on all applicable premises without charge or cost to AT&T. Equipment shall not be removed, relocated, modified, interfered with, or attached to non-AT&T equipment by Customer without prior written authorization from AT&T.



8.0 Customer Acknowledgements for Use of the Service


Customer acknowledges and understands that multiple Internet connections, unless protected by an Internet security product or service, may significantly decrease Customers overall network security level. To the extent Customer deems necessary, Customer will implement security procedures and controls necessary to limit access to the Service and Customer will maintain facilities and procedures external to the Service for reconstruction of lost or altered files, data or programs.

Customer understands that AT&T will make commercially reasonable efforts to provision HSI. However, provisioning of Service is contingent upon the availability of HSI capable local loops to Customer’s location being made available to AT&T. If no such HSI-capable local loop is available to AT&T, then Service will not be provisioned and if delivery of the local loop is delayed, then provisioning of Customer’s Service will be delayed as well.

Customer understands that the actual bandwidth that can be delivered on an HSI capable loop will not be determined until the time of service installation. The actual bandwidth may be different than the estimated bandwidth provided to Customer by AT&T at the time of ordering the service. The speeds quoted are maximum upload and download speeds and may vary during the Service term.

Customer understands that even after the HSI circuit is provisioned and operational, certain conditions may impact the quality and use of the line. With the self-installation option, actual loop length is not known and may not be determined until the self installation is performed and a line trouble occurs. In addition, environmental issues such as quality of the telephone line, interference from other HSI connections, high frequency sources close to the telephone line, etc. may deteriorate the quality or speed of the HSI circuit resulting in reduced throughput. AT&T will undertake reasonable effort to restore the original quality or speed, but restoration is not guaranteed and the line may be deemed technically not feasible. If the HSI circuit is deemed technically not feasible, the customer will be asked to disconnect the circuit at no cost or without penalty. If the Customer chooses to continue to use the circuit, after it is deemed technically not feasible, Customer understands that the line will not be supported by AT&T from a maintenance perspective.

Customer acknowledges that in the event of a trouble, Customer is responsible for on site cooperative testing with AT&T Business HSI Customer Care to assist in the diagnosis of the trouble.

Customer acknowledges that it may not permit, by action or omission, the sharing of any mailbox, software, password or ID related to his account. Customer shall ensure that only the specific individual that is authorized to register for a mailbox will use such mailbox.


9.0 HSI – Business Edition Level Agreements (“SLAs”)

9.1 General


AT&T will be the only party to determine (in its sole discretion) whether AT&T has not met any of the SLAs specified herein. AT&T reserves the right to change or discontinue any or all of the SLAs detailed below at any time without notice to Customer. Customer must at all times cooperate with AT&T in testing, determining and verifying that a qualifying service outage has occurred.

9.2 SLA Credit Request Process


In order to receive any of the SLA credits (specified herein) for HSI Service, the CPOC must immediately notify AT&T Customer Care of an occurrence within the AT&T HSI Service that results in the inability of Customer to transmit IP packets within the AT&T HSI Service (“Service Outage”).

AT&T Technical Support will investigate the reported outage and assign a trouble ticket number. Once AT&T determines that the substantiated Service Outage that could qualify Customer for the SLA credit occurred (“Verifiable Trouble Ticket”), then Customer may request a Service credit within 30 days after the event giving rise to the credit by contacting AT&T High Speed Internet support is 877-722-3755. A Verifiable trouble ticket must accompany Customer’s request for any SLA credit regarding the HSI service purchased by Customer. Credits appear on Customer’s bill for the HSI Service within two (2) billing cycles, after such SLA credit has been approved by the AT&T representative. Credits are exclusive of any applicable taxes charged to the Customer or collected by AT&T.


9.3 SLA Limitations


In any calendar month Customer’s aggregated SLA credits may not exceed, for any HSI Service line, one month’s worth of the monthly service fee for the affected HSI Line. For purpose of calculating SLA credits, this monthly service fee shall mean the monthly recurring charge for such line, but excluding, in all cases, (i) any monthly recurring fees for the HSI Service features (e.g., domain name hosting or email service) and (ii) all one-time charges.

9.4 SLA Exclusions


A Service Outage does not include an outage that occurs during scheduled periods of maintenance or upgrades.

SLAs do not apply, and AT&T is not responsible, for failure to meet an SLA resulting from:



  • The conduct of Customer or Users of Service;

  • The failure or deficient performance of power, equipment, services or systems not provided by AT&T;

  • Delay caused or requested by Customer;

  • Service interruptions, deficiencies, degradations or delays due to any access lines (i.e. POTS line) whether provided by AT&T or by third parties, or CPE when provided by third parties;

  • Service interruptions, deficiencies, degradations or delays during any period in which AT&T or its representatives are not afforded access to the premises where access lines associated with HSI Business Service are terminated or AT&T CPE is located;

  • Service interruptions, deficiencies, degradations or delays during any period when a Service Component is removed from Service for maintenance, replacement, or rearrangement purposes or for the implementation of a Customer order;

  • Customer’s election to not release a Service Component for testing and/or repair and to continue using the Service Component; and

  • Force Majeure conditions such as fire, explosion, lightning, power surges or failures, strikes or labor disputes, water, acts of god, the elements, war, civil disturbances, terror, acts of civil or military authorities, fuel or energy shortages, acts or omissions of suppliers or other causes beyond AT&T’s control, whether or not similar to the foregoing.

In addition Business HSI SLAs do not apply (a) if Customer is entitled to any other available credits, compensation or remedies under Customer’s Service Agreement for the same service interruption, deficiency, degradation or delay, (b) for service interruptions, deficiencies, degradations or delays not reported by Customer to AT&T, (c) where Customer reports an SLA failure, but AT&T does not find any SLA failure, and (d) to HSI Sites that are not directly connected to the AT&T Network.

9.5 Use of Alternate Service


If Customer elects to use another means of communications during the period of interruption, Customer must pay the charges for the alternative service used.

9.6 Network Availability – 99.9%


AT&T POPs on the IP/DSL Backbone Network shall be “Available” 99.9% of the time in delivering traffic to/from other AT&T POP locations on the IP/DSL Backbone measured over a calendar month. Network Availability shall be calculated based on an aggregate monthly measurement average between AT&T MegaPOP and MiniPOP endpoints within the USA.

Customer shall be entitled to one (1) day’s credit* (based on a 30 day calendar month) from the Customer’s Recurring Monthly Service Fees if AT&T fails to meet the aggregate Network Availability guarantee during any Calendar month.



Any calculation of Network Availability shall not include any unavailability resulting from: (a) scheduled Network maintenance, (b) the occurrence of a Force Majeure event, (c) unavailability of an AT&T Virtual POP or (d) the failure of non-service impacting equipment or systems responsible for network measurements.

9.7 Installation Interval – 5 calendar days for AT&T provided Service installation

For completed, End User circuits on which billing has commenced, “Installation Interval”

is calculated as the number of whole calendar days between the date AT&T received

the customer order and the service activation date.

Customer shall be entitled to 50% credit* of the first whole month’s monthly recurring charge for that particular circuit if AT&T fails to meet the Installation Interval guarantee during the initial installation phase of the order.

This calculation excludes: (a) any customer that does not have an active voice line currently in service with AT&T (must add DSL service to existing line), (b) any requested due date that occurs after the first available install date, (c) lack of facilities within the AT&T network, (d) any orders which are changed by the customer after original date of submission, (e) orders must be placed before 12 pm local time or the interval will not start until the following calendar day, or (f) any customer with access provided by AT&T.

9.8 Network Latency – 40ms


AT&T’s aggregate monthly average, roundtrip POP-to-POP latency on the IP/DSL

Backbone Network shall be 40.0 milliseconds or less between MegaPOP locations on the AT&T IP/DSL Backbone. Aggregate monthly roundtrip latency shall be calculated based on the geometric mean of regular measurement samples between AT&T MegaPOP endpoints within the contiguous forty-eight (48) States of the USA.

Customer shall be entitled to one (1) day’s credit* (based on a 30 day calendar month) from the Customer’s Recurring Monthly Service Fees if AT&T fails to meet the aggregate Network Latency Guarantee during any calendar month.

Any calculation of Network Latency shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c) the failure of non-service impacting equipment or systems responsible for network measurements.

9.9 Data Delivery (Packet Loss) – 99.9%


AT&T’s aggregate monthly average packet loss between AT&T POPs on the IP/DSL Backbone shall not exceed 0.1%. Packet Loss shall be calculated based on the arithmetic mean of aggregate monthly measurements between AT&T MegaPOP and MiniPOP endpoints within the USA.

Customer shall be entitled to one (1) day’s credit* (based on a 30 day calendar month) from the Customer’s Recurring Monthly Service Fees if AT&T fails to meet the aggregate Network Packet Loss SLA during any calendar month.



Any calculation of Network Packet Loss shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c)the failure of non-service impacting equipment or systems responsible for network measurements.

9.10 24 Hour Service Restoration


Customer connectivity shall be restored in 24 hours or less from the time AT&T is notified of the outage.

Customer shall be entitled to one (1) day’s credit* (based on 30 day calendar month) from the Customer’s recurring monthly service fees if AT&T fails to meet the 24 Hour Service Restoration SLA.



Any calculation of 24 Hour Service Restoration shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event; (c) the failure of non-service impacting equipment or systems responsible for network measurements; or (d) any CPE failures; (e) any outage involving access facilities; including Central Office (CO), Remote Terminal (RT), or Digital Subscriber Line Access Multiplexer (DSLAM) equipment.

* –Credits are not automatically applied. Customer must apply via the Business DSL

SLA website located at http://www.att.com/businessdslsla , or by calling our Customer

Care at 877-722-3755.


9.11 On-Line Information:


All SLA computations, methodologies, and credit requests are available to Customers at http://www.att.com/businessdslsla . AT&T-Designated MegaPOPs on the AT&T IP/DSL Backbone within the contiguous 48 States of the USA consist of the following locations:

Richardson, Dallas, Houston, Kansas City, Miami, Seattle, Herndon, New York City,

San Francisco, Santa Clara, Los Angeles, Irvine, Chicago, Elmhurst, Southfield,

Brecksville, Atlanta and Denver.

AT&T reserves the right to add, delete, or modify the number and location of MegaPOPs on the AT&T IP/DSL Backbone.

9.12 Network Maintenance


9.12.1. Scheduled Network Maintenance:

Scheduled Network Maintenance refers to upgrades or modifications to network equipment software, network equipment hardware, or Network capacity. Scheduled Network Maintenance may temporarily degrade the quality of AT&T’s Internet Service, including the possibility of short-duration outages. Such effects related to Scheduled Network Maintenance shall not give rise to service credits under this SLA.

Scheduled Network Maintenance shall be undertaken only on Tuesday and Thursday mornings between the hours of 2 am and 5 am Central Time in the United States independent of the local time zone of each respective AT&T Point-of-Presence (POP). AT&T reserves the right to change Scheduled Network Maintenance dates & times upon 30 days notification via update on the AT&T Yahoo! High Speed Internet Business Edition SLA web page located at http://www.att.com/businessdslsla

9.12.2 Emergency Network Maintenance:


Emergency Network Maintenance refers to efforts to correct network conditions that are likely to cause a material Service outage and that require immediate action. Emergency Network Maintenance may temporarily degrade the quality of AT&T’s Internet Service, including the possibility of short-duration outages. Such effects related to Emergency Network Maintenance shall entitle Customer to service credits as set forth in this SLA if and only if service degradation or loss-of-service occurs outside of Scheduled Network Maintenance time windows identified in section 9.12.1. AT&T may undertake Emergency Network Maintenance at any time deemed necessary and shall provide notice of Emergency Network Maintenance to Customer as soon as is commercially practicable under the circumstances.



10.0 High Speed Internet Pricing


HSI rates and charges are as specified in Customer’s agreement.

For customers who do not have a Service term Agreement, the following list prices apply:


10.1 Standard Monthly Recurring List Prices


The following are the standard Monthly Recurring Charges (subject to change at any time without notice) for each speed option available with the High Speed Internet Business Edition Service:

10.1.1 AT&T High Speed Internet – Business Edition (Requires AT&T voice service on the line):

AT&T HSI Basic – Dynamic IP: $50.00

AT&T HSI Express – Dynamic IP: $80.00

AT&T HSI Express – Static IP: $95.00

AT&T HSI Pro – Dynamic IP: $90.00

AT&T HSI Pro – Static IP: $105.00

AT&T HSI Elite – Dynamic IP: $100.00

AT&T HSI Elite – Static IP: $115.00

AT&T HSI Symmetric – Static IP: $92.00

10.1.2 AT&T High Speed Internet Direct – Business Edition (Provided on a line without voice service)

AT&T HSI Direct Basic – Dynamic IP: $60.00

AT&T HSI Direct Express – Dynamic IP: $90.00

AT&T HSI Direct Express – Static IP: $105.00

AT&T HSI Direct Pro – Dynamic IP: $100.00

AT&T HSI Direct Pro – Static IP: $115.00

AT&T HSI Direct Elite – Dynamic IP: $110.00

AT&T HSI Direct Elite – Static IP: $125.00


Term plans available. Early termination fees apply if contract is terminated prior to the contract term expiration date.

10.2 AT&T Non-Recurring CPE Charges


The following are the standard AT&T Non-Recurring CPE Charges. See Section 3.1 and 3.2 for list of available CPE options:

DSL Modem: $62.05

DSL Router: $87.05

Shipping and Handling Charge: $12.95 (or higher)


10.3 Other Charges:

10.3.1 - Field Technician Charge (“FTC”)


The FTC set forth in Customer’s Service Term Agreement is incurred for each dispatch of a Field Service Technician (“FST”).

  • For modem installations, the FST will install the necessary modem, splitters, filters and software, and determine that the end user is able to surf the net using their service.

  • Require router Static IP full FST installation:

      • The FST will install the router provided by AT&T and connect one stand alone PC to it If necessary

      • The FST will install a jack, and wiring, or splitter or filters

      • Provides the Static IP addresses and assists in configuring them to the PC

      • Assists with registration, including one e-mail address

      • Ensure that the customer can surf the net before leaving

      • Provides an information sheet

IMPORTANT: The FST will not connect to a PC that is on an existing network LAN (local area network).

Should the customer have an existing LAN, the technician will do the following:



  • Deliver the equipment but will not install it

  • Prove sync (provide a connection) to the router by using the technician's laptop so that the customer can connect and use the Internet.

  • Leave the router with the customer.

  • Provide the Static IP addresses.

  • Provide an information sheet.

The customer is responsible for connecting the router to the existing LAN. Should the customer encounter a problem with their service after the install is complete in this example, the tech will only come out to prove sync and the customer will be charged if, appropriate.

10.3.2 Service Activation and Installation Charges:

Professional (Full Truck Roll Technician) Installation Charge

– Dynamic IP Option: $200.00

Professional (Full Truck Roll Technician) Installation Charge

– Static IP Option: $200.00

10.3.3 Non-Recurring Additional Static IP Charges:

One-time charges are per specific number of working static IP addresses required by the customer for a single DSL number. IP addresses can be provided with the following number of working addresses, which represent levels above “5” IP addresses, which is the standard number for customers who order the Static IP speed option of HSI. A one time charge occurs each time customer orders a new “set” of IP addresses or changes from one level to another level of IP addresses:

  • 13 Static IP Addresses = $100.00

  • 29 Static IP Addresses = $200.00

  • 61 Static IP Addresses = $300.00

  • 125 Static IP Addresses = $400.00

10.3.4 Minimum Retention Period – Moves


In the event Customer terminates the Service before the expiration of the minimum retention period due to a move, then Customer shall pay the early termination charges in accordance with Customer’s Service Agreement. Additional equipment charges may apply depending on the service option that is being purchased by Customer. If Customer moves within an AT&T area and DSL is available at their new address and they don’t order--they are charged an ETF. If the new address does not have DSL available to them the ETF is waived. If Customer moves outside our area—they are charged an ETF.




11.0 Additional Terms and Conditions
Other Service terms and conditions apply in addition to the ones included in the Service Guide.
For HSI Terms of Service, visit: http://att.com/internet-terms
For HSI Online Terms and Conditions, visit: http://www.att.com/smallbusiness/terms/internet.htm 
For HSI Non-Online Terms and Conditions, visit: http://www.att.com/smallbusiness/terms/internet_non-online_disclaimers.htm

© 2011 AT&T Intellectual Properties. All rights reserved. AT&T is a registered trademark of AT&T Intellectual Properties. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand.

Date: September 1, 2011 Revision 1 Page of




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