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)
    

Service Description

Service Level Agreements

Pricing

1.0 High Speed Internet Service Description

1.1 General

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.

2. HSI Service Types

   1. HSI Options with Required Voice Service

• 
  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.
  

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.
  

2. Geographic Availability

• 
  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

3.0 AT&T HSI Business Edition Service Plans

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

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

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

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

• 
  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.
  

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

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

6.0 Billing

6.1 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
  

• 
  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

• 
  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 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

9.2 SLA Credit Request Process

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

9.4 SLA Exclusions

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.
  

9.5 Use of Alternate Service

9.6 Network Availability – 99.9%

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.

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

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%

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.

9.10 24 Hour Service Restoration

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.

* –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:

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

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:

10.0 High Speed Internet Pricing

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

10.1 Standard Monthly Recurring List Prices

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

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”)

• 
  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
    

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.
  

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