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  1. 1. Service Guide Service Guide AT&T Managed Router Solution TABLE OF CONTENTS I. MANAGED SOLUTION OVERVIEW.................................................................................................................................4 I.A OVERVIEW.............................................................................................................................................................................4 I.B AVAILABILITY...........................................................................................................................................................................4 I.C CUSTOMER ORDERS .................................................................................................................................................................7 Disconnect Orders.................................................................................................................................................................7 II. MRS BASIC...................................................................................................................................................................7 II.A STANDARD FEATURES AND FUNCTION.............................................................................................................................................7 II.B IMPLEMENTATION....................................................................................................................................................................7 1. Information Gathering.....................................................................................................................................................7 2. Setup and Test..................................................................................................................................................................8 3. Limitations and Exclusions...............................................................................................................................................8 4. Life Cycle Management....................................................................................................................................................8 III. MRS ESSENTIAL...........................................................................................................................................................9 III.A SERVICE OVERVIEW.................................................................................................................................................................9 III.B STANDARD FEATURES AND FUNCTIONS............................................................................................................................................9 1. Design and Engineering ...................................................................................................................................................9 2. Architectural Validation.................................................................................................................................................10 3. Installation Functions.....................................................................................................................................................11 4. Implementation Functions .............................................................................................................................................12 5. Management of Customer Network..............................................................................................................................12 6. Maintenance Functions .................................................................................................................................................14 7. Life Cycle Management..................................................................................................................................................18 III.C. OPTIONAL MRS ESSENTIAL FEATURES AND FUNCTIONS...................................................................................................................19 1. Dial Backup Feature.......................................................................................................................................................19 2. TACACS Access to AT&T Managed Routers....................................................................................................................20 3. Static Integrated Network Access (SINA).......................................................................................................................20 4. Warm Router Redundancy .............................................................................................................................................20 5. Hot Router Redundancy ................................................................................................................................................20 6. SNMP Read-Only Logical View ......................................................................................................................................21 7. Managed Inverse Multiplexing of ATM (MIMA)............................................................................................................21 8. Managed Disaster Recovery Option...............................................................................................................................21 9. Network Address Translation .........................................................................................................................................22 10. Frame Relay Plus Management Support ......................................................................................................................23 11. Third Party Managed Transport....................................................................................................................................23 12. AT&T VPN Transport ...................................................................................................................................................24 13. Voice Over IP.................................................................................................................................................................24 IV. MRS COMPLETE........................................................................................................................................................35 IV.A. SERVICE OVERVIEW..............................................................................................................................................................35 Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 1 of 101
  2. 2. Service Guide Service Guide AT&T Managed Router Solution IV.B. NETWORK OPERATIONS MANAGEMENT REPORTS............................................................................................................................35 1. Router Information Report.............................................................................................................................................35 2. Router Performance Report ..........................................................................................................................................35 3. PVC Report .....................................................................................................................................................................35 4. Access Port Report .........................................................................................................................................................35 5. LAN Port Report .............................................................................................................................................................35 IV.C. OPTIONAL MRS COMPLETE PERFORMANCE CAPACITY FEATURES AND FUNCTIONS.....................................................................................36 1. Performance Capacity Management.............................................................................................................................36 IV.D. SERVICE LEVEL AGREEMENTS (SLA)..........................................................................................................................................36 1. Overview.........................................................................................................................................................................37 2. VoIP R-Factor SLA..........................................................................................................................................................37 3. Network Performance SLAs............................................................................................................................................46 4. Customer Eligibility for SLAs ........................................................................................................................................64 5. SLA Exceptions and Exclusions.......................................................................................................................................65 V. CUSTOMER RESPONSIBILITIES / MISCELLANEOUS PROVISIONS ..................................................................................67 A. CUSTOMER CONTACTS ..............................................................................................................................................................67 B. THIRD PARTY MAINTENANCE PROVIDERS ........................................................................................................................................67 C. NETWORK ACCEPTANCE TESTING .................................................................................................................................................67 D. LETTERS OF AGENCY.................................................................................................................................................................67 E. CUSTOMER PROVIDED SOFTWARE...................................................................................................................................................67 F. CUSTOMER EQUIPMENT..............................................................................................................................................................67 G. CUSTOMER LAN CONNECTION REQUIREMENTS ..................................................................................................................................67 H. EQUIPMENT ENVIRONMENT.........................................................................................................................................................68 I. HAZARD FREE ENVIRONMENT.........................................................................................................................................................68 J. ACCESS TO FACILITIES.................................................................................................................................................................68 K. CUSTOMER PERFORMED DE-INSTALLATIONS/REMOVAL/MODIFICATIONS.........................................................................................................68 L. SECURITY..............................................................................................................................................................................68 M. NON-SOLICITATION.................................................................................................................................................................68 N. REQUIRED MODIFICATIONS.........................................................................................................................................................68 O. PROTOCOL ENVIRONMENT..........................................................................................................................................................68 P. MODEM AND POTS LINE FOR OOB MANAGEMENT............................................................................................................................68 Q. ISDN LINES.........................................................................................................................................................................69 R. ANALOG DIAL LINE..................................................................................................................................................................69 S. SUBSTITUTED SERVICE................................................................................................................................................................69 T. EMBEDDED SOFTWARE..............................................................................................................................................................69 U. RETURN OF EQUIPMENT............................................................................................................................................................69 V. AT&T CPE.........................................................................................................................................................................69 W. BILLING..............................................................................................................................................................................69 X. E-INVOICES............................................................................................................................................................................69 Y. NOTIFICATION OF TERMINATION FOR CONVENIENCE..............................................................................................................................69 Z. MISCELLANEOUS CHARGES..........................................................................................................................................................70 AA. REGULATORY COMPLIANCE........................................................................................................................................................70 AB. AMERICAN RECOVERY AND REINVESTMENT ACT OF 2009....................................................................................................................70 Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 2 of 101
  3. 3. Service Guide Service Guide AT&T Managed Router Solution APPENDIX A....................................................................................................................................................................71 DEFINITIONS...............................................................................................................................................................................71 APPENDIX B....................................................................................................................................................................73 MRS AVAILABILITY BY CUSTOMER SITE LOCATION...................................................................................................................................73 APPENDIX C....................................................................................................................................................................87 COUNTY UNIQUE TERMS................................................................................................................................................................87 China (People’s Republic of China)......................................................................................................................................87 Colombia.............................................................................................................................................................................87 Ecuador...............................................................................................................................................................................87 India.....................................................................................................................................................................................87 Israel....................................................................................................................................................................................87 Malaysia..............................................................................................................................................................................87 Netherlands Antilles............................................................................................................................................................87 Peru.....................................................................................................................................................................................87 Thailand...............................................................................................................................................................................87 Turkey..................................................................................................................................................................................88 APPENDIX D...................................................................................................................................................................89 MRS ESSENTIAL AND COMPLETE - VOIP PBX INTERFACE FEATURE PACKAGES.................................................................................................89 APPENDIX E....................................................................................................................................................................95 REGION AND BAND DEFINITIONS........................................................................................................................................................95 Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 3 of 101
  4. 4. Service Guide Service Guide AT&T Managed Router Solution I. MANAGED SOLUTION OVERVIEW I.A Overview Managed Router Solution (“MRS”) Services provide network management services on a Customer-defined service level basis for routers and other Equipment located at Customer Sites. The MRS service levels available are: MRS Basic MRS Essential MRS Complete Customer determines the specific service level applicable to specified Equipment located at a Customer Site. If Customer chooses MRS Basic service, AT&T will provide monitoring and notification services of AT&T Monitored Customer Equipment, as further described in section II of this Service Guide. If Customer chooses MRS Essential for a Site, AT&T will provide a network management package for the designated Sites, including design assistance, equipment if desired by Customer, and maintenance, as described in section III. If Customer chooses MRS Complete for a Site, AT&T will provide reporting and service level agreements, as described in section IV, in addition to the MRS Essential network management package described in section III. Only one service level may be ordered at a single Customer Site. Except as limited in this Service Guide or by the Customer’s agreement with AT&T, Customer’s MRS managed network may include MRS Basic and/or MRS Essential services, or it may include MRS Basic and/or MRS Complete services. Customer’s MRS managed network may not include both MRS Essential and MRS Complete services. Capitalized terms that are not defined in the Master Agreement or the Comprehensive Service Order Attachment are defined in Appendix A. In the event of conflict in definitions, the definitions in Appendix A will be controlling. I.B Availability MRS is available as indicated in the MRS Geographic Availability Matrix. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 4 of 101
  5. 5. Service Guide Service Guide AT&T Managed Router Solution MRS Geographic Availability Matrix Service Component /Capability or Feature US Mainland AK/HI/PR/USVI Outside US MRS Basic Yes Yes <MOW> MRS Essential Yes Yes <MOW> MRS Complete Yes Yes <MOW> Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 5 of 101
  6. 6. Service Guide Service Guide AT&T Managed Router Solution MRS Geographic Availability Matrix Service Component /Capability or Feature US Mainland AK/HI/PR/USVI Outside US Notes: <MOW> See Appendices B and C for details for non-US availability. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 6 of 101
  7. 7. Service Guide Service Guide AT&T Managed Router Solution I.C Customer Orders For Customer Sites located in the US, AT&T and Customer will conduct a technical interview to develop the details of Customer’s order and determine the technical requirements for implementing Customer’s MRS service. For Customer Sites located outside the US, AT&T personnel will review the order and contact Customer for any necessary information or clarification regarding Customer’s order. For Sites located in the US, AT&T will provide a Customer Confirmation Document (“CCD”) to Customer confirming the details of Customer’s order. For Sites located outside the US, the details are contained in Customer’s order. AT&T will begin provisioning Sites located in the US after Customer signs and returns the CCD and any other required documents to AT&T. AT&T will begin provisioning MRS for Sites located outside the US after AT&T receives Customer’s order containing all required information. Disconnect Orders To cancel or disconnect an MRS service or Site, Customer must submit a disconnect order in writing using AT&T’s online form. Recurring charges continue to apply for a period of 30 days from the date AT&T receives a disconnect order or until the disconnect date specified in the disconnect order, whichever is later. Customer may delay or cancel a disconnect order without charge, at any time prior to the disconnect date, by submitting a written request using AT&T’s online form, where available, or AT&T’s designated alternative procedures. II. MRS BASIC II.A Standard Features and Function MRS Basic monitoring is available for AT&T Monitored Customer Equipment. AT&T will provide Customer an IP address for each device monitored by AT&T using MRS Basic. Customer may request more than one IP address for a device being monitored. Separate one time and monthly charges apply for each IP address supplied to the Customer by AT&T. AT&T monitors the MRS Basic IP address(es) to determine whether AT&T Monitored Customer Equipment is in an up or down condition, via pings through a Choke Router as defined below. Equipment is considered in a down condition if the equipment fails to respond to three consecutive pings. If AT&T detects a down condition at the MRS Basic IP address accessed via the Choke Router, AT&T will send an automated notice to the email address or pager number designated by Customer. Customer is solely responsible to resolve any down conditions for MRS Basic monitored IP addresses. To obtain MRS Basic, Customer must purchase at least one MRS Complete Site (or one MRS Essential Site). This MRS Complete/Essential Site must utilize AT&T-provided Frame Relay, ATM, IPeFR/IPeATM transport, or, subject to applicable limitations, AT&T VPN transport. The MRS Complete or MRS Essential Site shall be designated the “Choke Router” for Customer’s MRS Basic Sites. The Choke Router supplies security isolation between the AT&T MRS network management infrastructure and the AT&T Monitored Customer Equipment. The Choke Router shall be connected to the AT&T MRS network management infrastructure using a dedicated PVC which enables the delivery of MRS Basic monitoring. The Choke Router and dedicated PVC shall meet minimum specifications as provided by AT&T. With the exception of the Choke Router, all MRS Basic monitored IP addresses shall be associated with AT&T Monitored Customer Equipment. Under MRS Basic Service, AT&T is not responsible for isolating and resolving issues causing the down condition of AT&T Monitored Customer Equipment. II.B Implementation 1. Information Gathering Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 7 of 101
  8. 8. Service Guide Service Guide AT&T Managed Router Solution Customer shall assign a Single Point of Contact (“SPOC”) as the primary interface for implementation of MRS Basic Sites. The SPOC will coordinate appropriate personnel for conference calls, interviews or to provide information as reasonably requested and applicable by AT&T, and participate in meetings and arrange for other relevant business unit personnel be reasonably available for such meetings. AT&T will initiate a Customer kick-off meeting to review the basic requirements of MRS Basic and explain operational issues. Customer will review this information and provide relevant comments, generally in the form of additional data requirements, preliminary conclusions, recommended technical architecture, or Subject Matter Experts (“SME”) resources from applicable information technology departments or business units to assist in completing AT&T deliverables in a timely manner. Customer will identify MRS Basic IP addresses and Customer designated asset names. By identifying an IP address for the Service, Customer authorizes AT&T to provide Service and verifies that AT&T’s monitoring of the Site and equipment complies with the applicable relevant laws or regulations. For each IP address identified, AT&T will provide a corresponding loop back IP address that will be monitored. Customer may request multiple IP addresses per device for monitoring. Charges shall apply for each IP address to be monitored. Trouble notifications to the Customer will identify the Customer designated asset name. Customer will provide AT&T with an email address or pager number for reporting down conditions. Customer is responsible for maintaining the accuracy and for updating the correct email address or pager number for notifying Customer of down conditions for an MRS Basic IP address. AT&T is not responsible if the Customer-supplied email address or pager number is not available or not capable of receiving a notification of a down condition of an MRS Basic IP address. Customer will provide AT&T with Customer’s primary help desk contact information for use in ongoing provision of MRS Basic. AT&T will work with only one Customer help desk. Customer will keep AT&T informed of any information or changes that may affect AT&T’s performance of services or require a change request. 2. Setup and Test Customer is responsible for (a) configuring the AT&T Monitored Customer Equipment with the corresponding loop back IP address provided by AT&T, (b) ensuring that the loop back IP address(es) are not advertised on the Internet and (b) ensuring logical connectivity exists between all IP addresses to be monitored and the Choke Router. AT&T is responsible for configuring the Choke Router to monitor the loopback IP addresses provided by AT&T. The initial date for service will be predicated on the mutually agreed date between AT&T and Customer that configurations have been enabled on both sides. On this date, monitoring will be enabled. Upon completing initial setup and testing, AT&T will provide Customer with a report of all IP addresses to be monitored. MRS Basic IP address monthly charges for monitoring shall commence following delivery to Customer of the report. 3. Limitations and Exclusions Devices that do not have the capability for loop back IP addresses reachable by AT&T, such as dial backup interfaces, are excluded from MRS Basic Service provision. Performance reports or service level agreements are not available under MRS Basic. IP addresses designated as MRS Basic are eligible to receive the services identified in this section II. No other MRS reporting or services are available for IP addresses designated as MRS Basic. 4. Life Cycle Management Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 8 of 101
  9. 9. Service Guide Service Guide AT&T Managed Router Solution Customer may request an addition or deletion of a MRS Basic IP address or asset name (“Change Requests) via AT&T BusinessDirect™, AT&T’s web-based Customer communication tool. Change Requests will be accommodated between 8 a.m. and 5 p.m., local site time. One time charges for Change Requests will apply for each IP address. III. MRS ESSENTIAL III.A Service Overview MRS Essential is a set of management and implementation services that support multi-protocol wide-area networking applications for networks that utilize AT&T-provided Frame Relay, ATM, IPeFR/IPeATM transport. MRS Essential also supports Customers using AT&T VPN transport services on a limited basis as defined in this Service Guide. MRS Essential also supports Customers using Digital Private Line transport. Digital Private Line transport requires Customer to contract and order an AT&T 56K Frame Relay circuit with one additional serial port on the router to support the management PVC provided by AT&T Product. Additional rates and charges apply for the Frame Relay circuit. MRS Essential also supports Customers using WAN transport provided by third-party vendors as defined in section IIII.C.10 of this Service Guide. MRS Essential only supports AT&T-certified Customer premises-based routers, CSU/DSUs and modems. Either AT&T CPE, or Customer Equipment, may be used in connection with MRS Essential service. AT&T-certified Equipment includes specific router models manufactured by Cisco Systems, Inc (“Cisco”) or Juniper Networks, Inc. (”Juniper”) only. Not all features and options specified in this Service Guide are available with Juniper equipment, and not all Juniper router complexity levels are available in each country. AT&T-certified routers within a single Customer MRS network must be either entirely Cisco equipment, or entirely Juniper equipment. The MRS Essential Service Boundary extends to the local interface(s) on each wide area network (“WAN”) Customer premises based multi-protocol router (the “Customer Network”). For purposes of this offer, each router is one “Site”. WAN transport services are not included in the MRS offering; Customer obtains WAN transport separately under the appropriate Pricing Schedule or from a third-party vendor. The standard MRS Essential features and functions are described in Section III.B. Optional MRS Essential features and functions that Customer may select, for an additional charge, are described in Section III.C. Customer responsibilities are identified in Section V. III.B Standard Features and Functions 1. Design and Engineering AT&T will design and document the Customer’ MRS Essential Network topology, applications, connectivity, projected traffic flows, and performance based upon Customer provided information and Customer-specified requirements. AT&T will validate hardware, software and network platforms provided as the result of the engineered router network design utilizing established AT&T testing and troubleshooting criteria. AT&T will also develop specifications for the type of router hardware and software necessary to support the mutually agreed goals, objectives and requirements of the engineered network solution. The specifications will include the manufacturer’s router model, port capacity, software version, appropriate memory and protocol support, and addressing/routing tables. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 9 of 101
  10. 10. Service Guide Service Guide AT&T Managed Router Solution AT&T will review with Customer all pre-existing hardware configurations for compatibility with the Customer's requested network design. AT&T will document the network addressing plans, logical network device assignments and logical parameters for network management connectivity to the Customer's Network. 2. Architectural Validation Architectural Validation is available for existing networks i.e., pre-installed router-based networks. Architectural Validation is not applicable to Design and Engineering functions. a. Standard Architectural Validation Functions AT&T will audit Customer’s transport network and CPE devices using Customer provided documentation. Required Customer documentation shall include site-specific information, such as diagrams of LANs and CPE, hardware configurations, software releases, and routing tables. In addition, Customer must provide network-specific information, such as inventory of network applications, all existing and planned protocol sets utilized on the network, as well as detailed topological maps depicting connectivity of all CPE by transport type (Private Line, Frame Relay, ATM), port bandwidth, CIRs etc. If the Customer is unable to provide AT&T with this documentation, then the Customer may purchase Optional Architectural Validation Functions as described below. AT&T will use the Customer provided documentation and will work with Customer representatives to review and document the goals, objectives and requirements for the Customer’s business operations and environment. The purpose of this technical design audit is to validate the existing network design and component settings against Customer network throughput and availability requirements. These Customer inputs are then utilized by AT&T to design the Customer’s network. Where Customer documentation is not available, the Customer may engage AT&T to perform an inventory of Customer’s network topology, transport, network applications, connectivity, logical routing data, protocols, software, and configurations, including router models and CPE cabling. Such inventory assistance may be done as either a Site Survey or as an Optional Architectural Validation Function, depending on the nature and location of the site in question. If the network is determined to be technically incompatible with the offered MRS Essential solution, the Customer may engage AT&T to re-engineer the Customer network. b. Optional Architectural Validation Functions Customer may request additional Architectural Validation services, for which the Customer will incur additional charges, as specified in the MRS Pricing Schedule, in the table entitled “Professional Services/Hourly Rates.” Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 10 of 101
  11. 11. Service Guide Service Guide AT&T Managed Router Solution 3. Installation Functions a. AT&T CPE AT&T furnishes and installs AT&T CPE at all Sites on the Customer Network. At AT&T’s option, the AT&T CPE may come from AT&T inventory or directly from the manufacturer. As part of the installation function, AT&T provides staging of AT&T CPE in which the AT&T CPE is configured, and shipped to the designated Site. During test and turn-up, the Field Engineer installs AT&T CPE on the installation date specified in the Project Schedule. AT&T verifies connectivity to the Site and transfers the Site to the Global Client Service Center (GCSC) for management center acceptance. This marks the end of the implementation process for that particular site. AT&T technicians test connectivity through the network equipment into the AT&T Network. AT&T will perform physical installations of AT&T CPE during local Standard Business Hours, Monday through Friday, utilizing an AT&T provided on-site supplier. Customer may arrange for installation work to be performed during non-Standard Business Hours. Installation during non-Standard Business Hours requires payment of an additional charge. Additional charges for non-Standard Business hours are identified in the Pricing Schedule under the table entitled “Professional Services/ Hourly Rates”. Customers must make arrangements at least 10 business days in advance for installation during non-Standard Hours. Use of AT&T CPE is charged on a monthly recurring basis, for an amount equal to a percentage of the manufacturer’s published list price in effect at the time of installation or upgrade, as applicable. Percentages are specified in Customer’s pricing schedule. b. Customer Equipment AT&T will connect and configure Customer Equipment using information provided by Customer during the Architectural Validation process, or using the information developed by AT&T during any Optional Architectural Validation Functions ordered by Customer. Customer will be responsible for any connectivity issues during the installation of the specific site. If, after installation, AT&T determines the equipment installed at a Site is not the equipment specified by Customer during Architectural Validation, all SLAs for the Site will be void until the Site is validated and an accurate equipment inventory is recorded at AT&T’s GCSC. To reinstate such a site, Customer shall be required to order (a) a Site Survey or Optional Architectural Validation, depending on site needs, (b) re-equip the site in accordance with AT&T specifications, if applicable, and (c) initiate a MACD to update the AT&T GCSC records database. Any applicable charges for these orders shall apply. If the equipment at given site is not validated, the site may need to be disconnected and reinstalled as a new site. Customer may request AT&T to install Customer Equipment, provided the equipment is certified by AT&T. A Site Survey may be required for which Customer will incur an additional charge. Site Surveys will detail equipment room layouts, power, demarcation point(s) and designated equipment locations. All Customer Equipment to be installed by AT&T must be sent to AT&T staging facility and must be approved by AT&T, including cabling and software. Following Customer confirmation of the installation of access and Customer Equipment (or AT&T installation, if applicable), AT&T will schedule test and turn-up of sites utilizing Customer Equipment. AT&T verifies connectivity to the site and transfers the site to the GCSC for management center acceptance. This marks the end of the implementation process for that particular site. AT&T technicians test connectivity through the network equipment into the AT&T Network. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 11 of 101
  12. 12. Service Guide Service Guide AT&T Managed Router Solution AT&T will perform physical installations of Customer Equipment during local Standard Business Hours, Monday through Friday, utilizing an AT&T provided on-site supplier. Customer may arrange for installation work to be performed during non- Standard Business Hours. Installation during non-Standard Business Hours requires payment of an additional charge. Additional charges for non-Standard Business hours are identified in the Pricing Schedule under the table entitled “Professional Services/Hourly Rates”. Customers must make arrangements at least 10 business days in advance for installation during non-Standard Hours. 4. Implementation Functions AT&T provides project implementation, management and installation services for new equipment. Network Implementation project management and Equipment installation are categorized by Bands, based on the country in which the Customer Site is located. See Appendix B for details. The standard interval for the Service Commencement Date for the initial Site will be at least 30 days after the Effective Date. Recurring charges will commence after Customer has been notified that the Site is ready, i.e., when installation and verification tests, as applicable, are complete, and management surveillance of the site router has begun (“Service Activation Date”). If AT&T is unable to complete the installation because of Customer actions or inactions, including, but not limited to, the unavailability of the Customer provided dial telephone line for problem determination and connection, then the recurring charges will commence on the original scheduled date. a. Standard Implementation Functions Project Implementation Management (“PIM”) includes the development of project schedules and identification of all Customer and AT&T activities necessary to implement the network solution. This includes: Development of project timeline Coordination of transport and provisioning of Equipment Tracking and managing to completion all activities in AT&T project plan Logical Management Configuration AT&T will load the logical management configurations and perform logical connectivity testing to determine that connected Sites can communicate with each other and with the appropriate AT&T network management center. AT&T will utilize network acceptance tests between the AT&T work centers and designated Customer interface(s) to verify connectivity between Customer LAN ports. These tests do not test host/LAN applications through the network. Logical configurations loaded on Equipment, whether AT&T or Customer Equipment, are the sole and exclusive intellectual property of AT&T. Logical Configurations are confidential and proprietary AT&T Information. Upon termination of Service, Customer shall have no right to use, or ownership interest in, the logical configurations loaded on Equipment. Upon Service termination, including individual Site deletions, Customer shall ensure that AT&T has all opportunities to erase logical configurations. b. Optional Implementation Functions Customer has the option to select specified implementation functions, for additional charges (listed as Professional Services charges). The optional functions that may be selected by Customer include the following: Placing and tracking switched circuit orders (U.S. only); Requesting AT&T to provide a dedicated Project Implementation Manager after network implementation has been completed, typically for three months (U.S. only). Performing logical installation of AT&T CPE or Customer Equipment outside of normal business hours. Prior notice of ten business days is required. 5. Management of Customer Network Standard MRS Essential Management functions consist of the following: Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 12 of 101
  13. 13. Service Guide Service Guide AT&T Managed Router Solution Network Monitoring and Fault Identification, Fault Resolution, and Ongoing Configuration Management a. Network Monitoring and Fault Identification AT&T will proactively monitor the Customer Network, 7 days a week/ 24 hours per day, to identify faults within the Service Boundaries. AT&T WAN transport problems will be isolated, diagnosed and resolved by the AT&T network management center. AT&T CPE or Customer Equipment faults and non-AT&T transport problems will be isolated, diagnosed and referred to the Customer or to the appropriate Customer designated service provider. Where AT&T has not been contracted to support Customer network resolution functions, (see section III.6.b below for third party vendor notification details), Customer is required to give appropriate authorization to AT&T to report Customer Information to a third party. In providing the Network Monitoring and Fault Identification function, AT&T will: Monitor CPE interfaces within the Service Boundary utilizing SNMP techniques in-band and out-of-band. Perform diagnostic testing of CPE interfaces and isolate, sectionalize and identify faults as being physical or logical in nature. Maintain databases consisting of the logical configurations of Customer wide area network, WAN site and network connectivity, software specifications and Customer contact information. Provide trouble status to Customers at regular intervals. The AT&T GCSC Global Client Support Center serves as an SPOC for AT&T related faults. This activity includes the coordinated resolution with an AT&T network management center of Router Site faults caused by AT&T transport problems (Frame Relay, ATM, IPeFR/IPeATM, AVPN* and/or Digital Private Line** services). *AVPN Transport is supported on a limited basis as outlined in section III.C.11, “AT&T VPN Transport.” **Digital Private Line transport will require Customer to contract and order (at Customer’s expense) a AT&T 56K Frame Relay Circuit with one additional serial port on the router. This connection is used to support the management PVC provided by AT&T b. Logical Fault Resolution AT&T manages the logical configuration design for the Customer Network. Fault resolution provides for the coordinated identification and resolution of logical connectivity network problems for AT&T CPE or Customer Equipment within the Service Boundary. Logical fault resolution includes: Management of the logical trouble resolution process; Proactive problem management and engagement of additional tiered expertise, if necessary, to resolve the logical trouble; If the root cause of the logical failure is outside the Service Boundary, the problem will be referred to the Customer with the diagnosis. If the cause of the failure is beyond the Service Boundary, Customer may request AT&T to assist in resolving the failure in which case Customer shall be billed on an hourly basis in accordance with the MRS Pricing Schedule in the table entitled “Professional Services/Hourly Rates.” c. Ongoing Configuration Management (OCM) Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 13 of 101
  14. 14. Service Guide Service Guide AT&T Managed Router Solution AT&T will manage a database of specific information regarding the logical address configuration(s) of the AT&T CPE and Customer Equipment and associated software specifications. AT&T will manage changes made to access lists, device passwords, and will use secured community strings for SNMP access. Configuration changes due to maintenance and moves, adds, changes or deletes (“MACDs”) will be included in the database. Reloads of router configurations from the AT&T technical platform database will be performed by the AT&T work center(s) if required as a result of major outages or system failures. AT&T work center(s) may initiate software updates to Customer Equipment with prior notification to Customer. 6. Maintenance Functions Except as limited herein, maintenance applies to the physical, software and firmware failure of Equipment maintained by AT&T. AT&T CPE may be maintained only by AT&T. Customer may request AT&T to provide maintenance of Customer Equipment. Customer Equipment must be AT&T-certified. AT&T maintenance extends only to the following equipment: CSU/DSU dial backup modem Out of band management access modems AT&T-certified routers Additional Maintenance charges may also apply to other AT&T CPE. Charges for peripheral equipment (such as cables) that is provided by AT&T but manufactured by neither Cisco nor Juniper will be calculated using the percentages assigned to the applicable Site router manufacturer. AT&T will proactively isolate and diagnose Equipment hardware faults and will interface with Equipment vendors and other vendors for engineering support, parts ordering and fault resolution of physical faults within the identified service boundaries, as well as respond to Customer-reported faults. If the physical failure’s root cause is outside the contractually defined service boundaries, the problem will be referred back to the Customer with the diagnosis. Equipment maintenance will also cover software/firmware problems that cannot be resolved remotely. a. Equipment Maintenance Pricing Notes The recurring monthly maintenance charges, set forth in the Pricing Schedule, become effective on the date a Site is installed and remain the same throughout the Pricing Schedule Term. Such charges continue to apply to a Site move, when the Equipment is re-installed at a new Site. Generally, charges for maintenance services are calculated as a percentage of the manufacturer’s published list prices on the date of installation. Percentages are specified in Customer’s Pricing Schedule. Service levels are determined by location and by the hours of coverage and response time provided by the maintenance technicians responding to reported Equipment problems. b. Equipment Maintenance for Customer Equipment For Customer Equipment, the Customer must choose between two arrangements: The Customer may elect to purchase AT&T equipment maintenance; or The Customer may purchase maintenance from another equipment vendor. In such case, Customer shall submit a Letter of Agency to the third party vendor (copy to be provided to AT&T) authorizing AT&T as a valid Customer agent with authority to report and escalate problems. In either case the Customer Equipment must be certified by AT&T. Additional charges and other requirements will apply. See the MRS Pricing Schedule, in the table entitled ”Network Management Uplift Charges.” Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 14 of 101
  15. 15. Service Guide Service Guide AT&T Managed Router Solution c. Equipment Maintenance Support Levels Availability of maintenance levels varies by geographic location. Customers can choose different maintenance support levels for different sites where available. This flexibility will allow customization of maintenance support levels on a per-site basis. Not all maintenance levels are available at all locations. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 15 of 101
  16. 16. Service Guide Service Guide AT&T Managed Router Solution Maintenance Level Response Timeframe On-Site 5 days x 8 hours Next Business Day 5 days x 8 hours 4 Business Hours Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 16 of 101
  17. 17. Service Guide Service Guide AT&T Managed Router Solution 7 days x 24 hours 4 Hours Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 17 of 101
  18. 18. Service Guide Service Guide AT&T Managed Router Solution i. Next Business Day Service (5X8) Under Next Business Day Service (5x8), repair coverage is offered Monday through Friday, 8:00 a.m. to 5:00 p.m. local time. If dispatch is required, a field engineer will arrive at the Customer premises no later than 5:00 p.m. on the next business day after AT&T completes remote trouble resolution processes. Where trouble resolution processes are not completed within time for next business day dispatch, a field engineer will be dispatched to the Customer premises as soon as reasonably practical. ii. Four Business Hours Service (5X8) Under Four Business Hours Service (5x8), repair coverage is offered Monday through Friday, 8:00 a.m. to 5:00 p.m. local time. If dispatch is required, a field engineer will arrive at the Customer premises within four business hours of completion of trouble resolution processes. For example purposes only, service will begin within four hours for calls that are received between 8:00 a.m. and 1:00 p.m. If a call is received at 2:00 p.m., service will begin by 9:00 a.m. the next business day. If a call is received during out-of-coverage hours, service will begin by 12:00 p.m. the next business day. Dispatch of technicians will only occur after remote trouble resolution processes have determined that the problem is in the Equipment. iii. Four Hour, 24-Hour-a-Day Service (7X24) Under Four Hour, 24-Hour-a-Day Service (7x24), repair coverage is offered 24 hours per day, seven days per week. If dispatch is required, a field engineer will arrive at the Customer premises within four business hours of the completion of trouble resolution processes, regardless of the time of day or day of the week. Dispatch of technicians will only occur after remote trouble resolution processes have determined that the problem is in the Equipment. d. Non-US Support Levels Standard response times at Sites outside the U.S. are established on an individual case basis depending on Site address and CPE configuration installed. e. Out-of-Hours Repairs As an extension to standard maintenance levels, Customers using 5X8 level maintenance service can choose to pay an hourly rate for out-of-hour repair on a per event basis. (See charges for Non-Standard Business Hours.) There is limited availability for non-US out-of-hours repairs. f. Third Party Maintenance Providers /Vendor Notification AT&T will establish working cooperation with third-party vendors (e.g. CPE maintenance vendors) with which Customer maintains a contract. Upon detection of a Customer Equipment-related network trouble, the AT&T Work Center will notify that vendor of the existence of a CPE hardware-related site fault(s). The AT&T Work Center will also initially status the Customer of this handoff. The Third Party Vendor(s) is responsible for physical hardware fault resolution. AT&T will make reasonable efforts to notify and respond to Customer vendor(s). Customer shall submit a Letter of Agency to the third party vendor (copy to be provided to AT&T) authorizing AT&T as a valid Customer agent with authority to report and escalate problems. Contact information with the vendor and Customer is required from Customer to be given to AT&T. 7. Life Cycle Management Life Cycle Management is composed of the following functions: Moves, Adds, Changes and Deletes (MACDs) (via Business Direct) Supplementary Engineering and Technical Services Router Upgrades Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 18 of 101
  19. 19. Service Guide Service Guide AT&T Managed Router Solution Configuration Changes a. Moves, Adds, Changes and Deletes Moves, Adds, Changes and Deletes consist of: Addition, Deletion or Moves of hardware at a Customer site, modifying routing tables, adding, deleting or modifying protocols or protocol prioritization schemes, Software Additions/Modifications of Serial and/or LAN connections. The AT&T Work Center will perform such work. Moves, Adds and Changes are provided on a per network, per transaction and/or per event basis as set forth in the MRS Pricing Schedule, in the table entitled “Life Cycle Management Changes.” Any movement that is not an Inside Move or an Outside Move, as defined in Appendix A, is billed as a Site de-install and new order. The Site Delete Charge is applicable when a Site is de-installed, including Site deletes performed during the Pricing Schedule Term and Site deletes performed after the Pricing Schedule Term has expired. Site Deletions necessitate the removal of all logical configuration and related information from the equipment. All rates for Lifecycle activity assume that work will be performed and completed during Standard Business Hours. In the event work is performed during non-Standard Business Hours, the applicable hourly rate will apply in addition to the lifecycle charges. b. Supplementary Engineering and Technical Services AT&T will provide supplementary engineering and technical activities, including but not limited to network re-design and re- configuration to support additional protocols, re-addressing of the network and other agreed upon changes. These activities will be defined on a per Customer basis (detailed Scope of Work required) and will be priced according to the Professional services rates and charges as defined in the MRS Pricing Schedule, in the table entitled “Professional Services/Hourly Rates.” AT&T will perform Professional Services as requested by Customer and agreed to by AT&T. Professional Services are billed with a minimum of four hours. If AT&T is required to perform Services outside of Standard Business Hours, then the Non- Standard Hours rates will apply in addition to the appropriate charge for the Service being performed. c. Router Upgrades The cost of equipment associated with upgrades will be based on manufacturer’s list price at the time the upgrade order is accepted, and the term of the Service Period. Upgrades may result in changes to corresponding recurring and/or one-time charges, and to required hardware; additional charges for physical installation may also apply. d. Configuration Changes Configuration changes will be performed as requested by Customer and will be billed at the hourly rates set forth in the MRS Pricing Schedule, in the table entitled “Life Cycle Management Changes.” III.C. Optional MRS Essential Features and Functions 1. Dial Backup Feature The Dial Backup feature offers Customers the ability to backup their primary Wide Area Network (WAN) circuits with secondary switched circuits in order to protect against network and/or access failures. The feature is managed by the appropriate AT&T Global Client Support Center and will perform periodic non-intrusive testing on a monthly basis and/or intrusive testing, at an optional fee, at the Customer's request. Dial Backup Solutions include: a. Analog Dial Backup Analog dial backup provides for individual telephone lines at remote sites to access a dial line at speeds up to 56k in case of primary transport failure. HUB sites may be configured with multiple, bonded analog lines to backup the primary transport in increments of 56k. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 19 of 101
  20. 20. Service Guide Service Guide AT&T Managed Router Solution b. ISDN Basic Rate Interface (BRI) BRI ports for ISDN may be added to a site router. Up to 4 BRI ports per site router are allowed, subject to capability constraints of the site router. c. ISDN Primary Rate Interface (PRI) PRI port for ISDN may be added to a site router, subject to capability constraints of the site router. The managed ISDN and Analog Dial back up features are provided only when Customer obtains ISDN line (BRI or PRI) or Analog Dial line from a local telco provider. The charges for the local telco line are set forth in the separate agreement directly between Customer and local telco provider. 2. TACACS Access to AT&T Managed Routers On an Individual Case Basis (“ICB”), Customer may be granted read-only access or read/write access, via TACACS, to AT&T managed routers. Such access is available on all, or none, of Customer’s MRS network. Partial provisioning is not available. Access incurs additional charges and requires the signature of an agreement for the option, containing additional terms and charges. Use of the read/write Access option voids all Service Level Agreements, including those available for MRS Complete Sites, with the exception of MRS On-Time Provisioning. 3. Static Integrated Network Access (SINA) The design of a Customer site local access facility may include T1-based, SINA arrangements for integrating data voice, and/or video traffic. SINA facilitates the logical pass-through of data, voice, and/or video traffic through the T1.5 circuit and certified data communications equipment (DCE) in the Customer MRS Essential Network. No charge applies to the initial configuration; however, MACD charges for Configuration Changes apply. AT&T does not manage this logical pass-through traffic. AT&T will, however, assist in needed cooperative implementation, engineering, and operations work. Customers may incur additional charges to be billed on an hourly basis. 4. Warm Router Redundancy The Warm Router Redundancy (WRR) feature provides equipment redundancy at sites where a Customer does not want to wait for an equipment vendor dispatch. It provides for a mirrored, secondary, co-located WAN managed router (Cisco only), using remotely controlled A/B WAN switches and power controllers. Upon failure of the primary router, the secondary router can be remotely configured to take the role of the active router. This switchover is a remote MANUAL operation by the AT&T Work Center. It is NOT an automatic detection and switchover solution. The switchover and activation of the secondary router takes place once the cause of failure is determined by the Work Center to be non-functioning router hardware. This feature is priced by the addition of a mirrored Router Site within the Customer Network. 5. Hot Router Redundancy Hot Router Redundancy is a feature that allows a primary router (or group of routers) to be backed up by a redundant, secondary router in case the primary router(s) fails. This feature is currently supported in Cisco routers only. The protocol used by Cisco is Hot Standby Router Protocol (HSRP). HSRP automatically moves routing functionality from a primary router to the standby router upon detection of primary router failure. The redundant router must have an active WAN port connection to the WAN (Frame Relay, ATM, IPFR/ATM, AVPN and Digital Private Line*). The secondary router does not do any active routing or load balancing while the primary router(s) are healthy. The router only serves to backup either one router or a group of routers. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 20 of 101
  21. 21. Service Guide Service Guide AT&T Managed Router Solution This feature is priced by the addition of a mirrored Router Site within the Customer Network. *Digital Private Line transport will require the Customer to contract and order (at the Customers expense) a AT&T 56K Frame Relay Circuit with one additional serial port on the router. This connection is used to support the management PVC provided by AT&T Product 6. SNMP Read-Only Logical View For Customers who have their own SNMP workstations on their premises, AT&T can provide read-only access to the logical addressing/routing tables in the network at no additional charge. AT&T will provide read-only passwords that provide an SNMP view of all router configuration tables except for password files. For Customers choosing logical router management/logical fault resolution, and holding AT&T responsible for logical network connectivity, enabled passwords will not be provided. AT&T will provide Customer with an appropriate SNMP read-only (RO) community string so that select router MIBs can be accessed via the Customer’s Network Management System(s). This RO community string will be different from the RO community string used by the AT&T Network Management Center. In addition, the ability to query the managed routers via this RO community string will be access-list protected, such that only pre-determined Customer Network Management System devices can access this information. In the rare instance that the Customer’s management server results in excessive polling (more than once per MIB every ten minutes) that causes SNMP utilization on a router’s processor to affect performance, AT&T will not be responsible for meeting SLAs as a result of that particular service affecting condition. If Customer selects this optional feature, Customer will supply AT&T with the IP address associated with up to three management server(s) that will be configured for SNMP access. In addition, Customers are responsible for the software and hardware related to their network management servers. 7. Managed Inverse Multiplexing of ATM (MIMA) AT&T Managed Inverse Multiplexing for Asynchronous Transfer Mode (MIMA) Service is designed as a service that includes the implementation, management, and maintenance to support connectivity between the Customer's local area network and AT&T's ATM public network. AT&T's ATM network offers port speeds of 1.5 Mbps (T1), 45 Mbps (T3), or 155 Mbps (OC3). By multiplexing ATM, IMA allows AT&T to offer port speeds from 1.5 Mbps through 12 Mbps. MIMA will be deployed and supported with the addition of router-integrated IMA port modules on the routers that interface the Wide Area Network (WAN) and combine greater bandwidth access with the inherent router operation. The router integrated MIMA is an add-on service function to MRS Essential Services. The demarcation point for router integrated MIMA is the LAN interface on the Customer's MRS Essential router. 8. Managed Disaster Recovery Option Managed Disaster Recovery Option (MDRO) provides for implementing, testing, and recovering critical router sites within an AT&T managed wide area network. As a defined service feature, MDRO provides for a cooperative wide-area network (WAN) recovery to an alternate disaster recovery site. AT&T on behalf of the Customer performs this WAN recovery. The service allows the Customer to focus on recovering critical LAN applications while relying on AT&T to recover their wide area network. Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 21 of 101
  22. 22. Service Guide Service Guide AT&T Managed Router Solution The MDRO feature redirects managed Customer networks to an alternate site in the event of a catastrophic occurrence that affects a Customer’s primary site. Even though Customers primarily desire this service for data centers, they may also opt to secure this service for any other critical site. It is not atypical for a Customer to purchase MRDO for multiple sites. MDRO requires the following components: A predefined disaster recovery plan that specifies when, where, and how the managed network is recovered per the Customer’s desire. A disaster recovery site where the network will be redirected to recover the Customer services. AT&T highly recommends that this site be geographically dispersed from the site that is being recovered. Only AT&T Transport services (Frame Relay, ATM, IPeFR/IPeATM) are used. Customer can opt to designate a disaster recovery site at a Customer owned site or contract with a disaster recovery vendor. Customer has several options in terms of equipment and transport facilities. AT&T can provide a dedicated managed router at the disaster recovery site. The Customer can contract with the disaster recovery vendor to provide a “shared” router. AT&T can provide a dedicated transport connection to a dedicated managed router. The Customer can contract with the disaster recovery vendor to provide a “shared” AT&T transport connection. When the Customer selects to contract with a disaster recovery vendor to provide “shared” transport and/or equipment, it is the responsibility of vendor to physically configure the equipment and appropriate transport connection. The vendor is also responsible for providing AT&T a dial in modem to access to the router. Once AT&T accesses and verifies the equipment is consistent with the recovery requirements and the transport connection is up, AT&T assumes sole responsibility for configuring the router and redirecting the remote sites/data traffic to disaster recovery site. AT&T provides planning and coordination resources to work with Customer to prepare for disaster recovery implementation and testing. As part of the implementation phase, AT&T: Consults and advises the Customer on recovery strategies. Where applicable, incorporates the Customer’s recovery strategy into High Speed Packet Service Disaster Recovery Option (“HSPS DRO”) scenarios to redirect (E)PVCs to the disaster recovery site. Coordinates with the Customer, Disaster Recovery Vendor, and AT&T Business Customer Recovery Center (BCRC) to plan and execute disaster recovery strategies. Produces a disaster recovery procedure for review and archiving for the Customer. Performs a connectivity (ping) test to validate the network redirect. Performs a application test to allow the Customer to test applications over the redirected network Periodic testing is supported once implementation is complete. Customer has the responsibility of scheduling the test with AT&T, within an agreed period of time before the test such that AT&T will have the resources necessary to support the test. In the case of a true disaster, Customer contacts the designated AT&T work center to initiate the disaster recovery process. If a disaster recovery vendor is involved, Customer is also responsible for notifying their vendor. Limitations: The backup router must be equivalent to the primary router in terms of capacity and software version. Customer may perform as many periodic tests as desired, provided the tests are scheduled with AT&T as agreed between Customer, AT&T and (where applicable) vendor..Periodic tests and actual disaster recovery events are billed to the Customer per the Pricing Schedule. 9. Network Address Translation Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 22 of 101
  23. 23. Service Guide Service Guide AT&T Managed Router Solution Network Address Translation (NAT) consists of additional software, management and equipment to support the translation of non-NIC registered addresses. Support may be added in blocks of 50 IP addresses at a time subject to capability constraints of the site router. The first 50 IP addresses are included in the Service. Additional IP address blocks will incur a charge, as set forth in the MRS Pricing Schedule, in the table entitled “Network Management Uplift Charges.” 10. Frame Relay Plus Management Support AT&T’s Frame Relay Plus Service, in conjunction with MRS Essential, provides proactive monitoring and fault resolution to address problems beyond the frame cloud, as well as a complete range of performance reports that enhance troubleshooting and performance tuning. FRP Services are based on the following technology components: a. Frame Relay Plus CSU/DSU Remote monitoring specification (RMON) based CSU/DSUs (manufactured by Fluke/Visual Networks and located at each Customer network location) collect performance information and are monitored 24-hours-a-day, 7-days-a-week by AT&T network experts for site connectivity. b. Management PVCs An additional PVC is added to each CSU/DSU and connected to AT&T’s management center for polling, traps and periodic downloads. This PVC terminates at the CSU/DSU.. With Frame Relay Plus Service Level 3, one additional PVC is added at the headquarters site to provide full time connection directly to the Performance Database Platform. c. Performance Database Platform A server at AT&T’s Global Support Center collects and processes remote CSU performance data for report generation and viewing. d. Management Client A PC at the Customer’s location for the FRP Level 3 service accesses the Performance Database Platform via an additional PVC. If this feature is chosen, $50 will be deducted from the list price of the Site Router Equipment Order List price. 11. Third Party Managed Transport Third Party Managed Transport is a feature whereby AT&T will provide standard MRS Essential Service as defined in this Service Guide on WAN Transport provided by another carrier’s network (non-AT&T), which is procured by the Customer and for which the Customer has financial and operational responsibility. MRS Essential will provide equipment, management and maintenance via AT&T CPE or Customer Equipment. MRS Essential is available on a standard basis for third party transport that is Frame Relay and/or ATM Layer 2 Transport. MRS Essential is available on an individual case basis for third party transport that is Layer 3 (IP enabled) Frame Relay or ATM transport. In this scenario, Customer authorizes AT&T to act as Customer’s agent with the third party to achieve trouble resolution where service problems are isolated to the non-AT&T provided circuits. If the transport network is wholly unmanaged, Customer must procure AT&T Frame Relay access (via separate contract and at Customer’s expense) for network management (NM) connectivity to the Customer hub(s). This will require a second WAN port for NM access at Customer hub sites. Third Party Managed Transport may be used for an entire network or only selected Customer Sites. Customer responsibilities include; Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 23 of 101
  24. 24. Service Guide Service Guide AT&T Managed Router Solution Procurement of the Third Party Managed Transport Letter of Agency submitted to the third party vendor (copy to be provided to AT&T) authorizing AT&T as a valid Customer agent with authority to report and escalate circuit problems. Circuit information (i.e. circuit ID, bandwidth) as required by AT&T to refer troubles, effectively design the network and provide performance reports. Ensure third party vendor contact information and escalation procedures are provided to AT&T Additional uplift charges will apply for this feature as defined in the MRS Pricing Schedule, in the table entitled “Network Management Uplift Charges.” 12. AT&T VPN Transport MRS Essential provides a managed solution for AT&T VPN Transport (“AT&T VPN”). Standard MRS Essential capabilities are available with AT&T VPN Transport as outlined in this Service Guide. AT&T VPN transport may not be available in all geographic locations where MRS Essential is available. AT&T VPN is a network-based IP VPN solution that is enabled by Multiprotocol Label Switching (MPLS). AT&T VPN service enables Customers to build a network-based MPLS virtual private network to link locations and transmit applications such as voice, data, and video over a single connection. AT&T VPN provides the capability to establish any-to-any connectivity through a single MPLS Port to each Customer location. Not all AT&T VPN Features or capabilities are available with MRS; therefore, the design must be approved by AT&T on a custom basis. The following AT&T VPN transport features are generally supported: Standard AT&T VPN CoS Low-speed PPP (LSPPP) / Multilink PPP (MLPPP): US only. o AVPN LSPPP & MLPPP is not supported by MRS or AVPN Managed Routers outside the US. There is no estimated Most of World support availability date. o High-speed PPP (HSPPP) Transport includes OC3 and OC12 POS and Frame Encapsulation features. Support VoIP as an IP packet in CoS1 Unilink feature Serial DSL is supported only on the AT&T-managed Cisco 1841 Router platform via V.35 interface. Multicast is a supported feature subject to the following limitations: IPSEC, Ethernet WAN and managed VOIP are not available with Multicast Multicast is not supported with access types at OC12 or above The V.35 serial DSL interface is the only DSL interface that is support with Multicast The following AT&T VPN Features are not supported with MRS: Non-IP protocols, such as IPX, Decnet and AppleTalk Enhanced Reporting (i.e. Frame Plus) VOIP on any transport other than Frame, ATM and IMA Route Group or Hub and Spoke 13. Voice Over IP a. General Description Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 24 of 101
  25. 25. Service Guide Service Guide AT&T Managed Router Solution The VoIP Feature of MRS Essential (the “VoIP feature”) is currently available on Cisco routers only. The VoIP Feature enables Customers to transmit voice and facsimile telephone calls in IP format from Customer PBXs at VoIP Sites. The telephone call is digitally encoded, compressed and packetized at the AT&T CPE router and transmitted in CoS1, while the rest of Customer’s data traffic is transmitted in the other Classes of Service, if applicable. The telephone call is then sent along with Customer’s data transmissions over the Service to another Customer VoIP Site or, where permitted, to an Off-Net termination point. Feature Packages 02-18 provide On-Net/On-Net calling, and vary based on the number of possible concurrent calls, PBX type and protocol, and minimum router requirements. Feature Packages 02-18 are described in more detail in section 12.2 below, and in Appendix D. Feature Packages 20-48 provide On-Net/Off-Net calling, and vary based on the number of available minutes, as further described in sections 12.3 and 12.4 below. Purchase of Feature Packages 20-48 also requires purchase of at least one On- Net/On-Net Feature Package 02-18. These Feature Packages provide one-way outbound VoIP only. Off-Net/On-Net calls are not supported or permitted. The recurring charges for each VoIP Feature Package are further described below. In addition to recurring charges, one-time charges (OTC’s) may also apply to the Service Components of the VoIP Feature. b. Definitions Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 25 of 101
  26. 26. Service Guide Service Guide AT&T Managed Router Solution ANI Automatic Number Identification NPR Network Performance Reports for VOIP – includes call detail and SLA information Off-Net Call origination or termination point not directly connected to Customer's Service. Off-Net/On-Net VoIP call that originates Off-Net and terminates On-Net On-Net Call origination or termination point directly connected to Customer's Service On-Net/On-Net VoIP call that originates On-Net and terminates On-Net On-Net/Off-Net VoIP call that originates On-Net and terminate Off-Net. Private Dial Plan Inter-PBX dial plan PSTN Public Switched Telephone Network Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 26 of 101
  27. 27. Service Guide Service Guide AT&T Managed Router Solution VoIP Site Customer Site where the VoIP Feature is ordered, installed and operational Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 27 of 101
  28. 28. Service Guide Service Guide AT&T Managed Router Solution c. AT&T VoIP PBX Interface Feature Packages (# 2 – 18) The VoIP PBX Interface Feature Packages include the Service Component bundle necessary to enable a VoIP Site for On- Net/On-Net calling. The VoIP Feature is only available with AT&T ATM transport if Customer selects VoIP PBX Interface Feature Packages 12 or 14. These VoIP Feature Packages, except for Feature Package 15, are determined based on the number of concurrent calls required, the PBX type, and the probable PBX protocols. VoIP Feature Package 15 is based on the number of concurrent calls and assumes that Customer owns and maintains the CPE gateway router or IP PBX. The parameters of these Feature Packages are detailed in the table listed in Appendix D. d. AT&T On-Net/Off-Net VoIP Feature Packages On-Net/Off-Net VoIP Feature Packages may be ordered for any VoIP Site inside or outside the US from which Customer expects to place calls to Off-Net termination points. These VoIP Feature Packages are determined based on the maximum number of minutes of calls to US Off-Net termination points (“US Calls”) included in the Feature Package for the particular VoIP Site. Customer must also have a VoIP PBX Interface Feature Package in place concurrently with On-Net/Off-Net Feature Package(s). Customer can select up to three (3) On-Net/Off-Net Feature Packages per Site at one time to increase the number of permitted minutes. Unless a VOIP Feature Package is ordered for a Customer Site, VOIP calls from that Site will not be permitted. AT&T On-Net/Off-Net Feature Packages include all US Calls for no additional charge if Customer does not exceed the Global Aggregate number of minutes permitted under the ON-Net/Off-Net Feature Packages purchased by Customer for all Sites. The Global Aggregate number of minutes is the total of all Feature Packages ordered by Customer for all Customer Sites. On a monthly basis, all On-Net/Off-Net minutes permitted in all On-Net/Off-Net Feature Packages ordered for all Customer Sites globally will be aggregated and compared to the total minutes of US Calls for all Sites. If there is an usage overage, AT&T will charge Customer a per minute rate set forth in the Pricing Schedule for the net excess minutes, prorated across the Sites that were “over” their maximum number of minutes. Customer must order each Feature Package for a single Customer Site. Minutes allowed under a single Feature Package can be used by multiple Customer VOIP-eligible Sites. Multiple Feature Packages can be ordered to a single Customer Site. Customer will also incur normal PSTN charges for any calls from a VoIP Site that use the PSTN, The parameters of these Feature Packages are detailed in the following table: VoIP On-Net/Off-Net Feature Packages Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 28 of 101
  29. 29. Service Guide Service Guide AT&T Managed Router Solution Feature Package Number Number of Minutes Package 20 20,000 Package 22 43,000 Package 24 68,900 Package 26 91,000 Package 28 120,000 Package 30 150,000 Package 32 195,000 Package 34 235,000 Package 38 280,000 Package 40 320,000 Package 42 360,000 Package 44 410,000 Package 46 800,000 Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 29 of 101
  30. 30. Service Guide Service Guide AT&T Managed Router Solution Feature Package Number Number of Minutes Package 48 1,600,000 Other terms and conditions apply. See AT&T Service Guide HOME Page. (http://www.att.com/abs/serviceguide/internet_services.html) © 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. MRS Service Guide 19Jan 09 v14 Page 30 of 101

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