AT&T Network-Based IP VPN Remote Access Service (ANIRA) - 1

Page 1 of 106 AT&T Business Service Guide AT&T Network-Based IP VPN Remote Access
Table of Contents
AT&T Network-Based IP VPN Remote Access ........................................................................ 11 Service Description (SD) .......................................................................................................11 SD-1. General ....................................................................................................................11 SD-1.1. Geographic Availability ......................................................................................12 SD-1.2. Billing ................................................................................................................12 SD-1.2.1. Currency Conversion Methods for Service Invoicing .................................. 12 SD-1.3. Service Activation Date .....................................................................................13 SD-1.4. Termination Orders............................................................................................13 SD-2. Service Components................................................................................................14 SD-2.1. Private Network Connection ..............................................................................14 SD-2.2. AT&T Global Network Client Software ...............................................................14 SD-2.2.1. User IDs for the Client ................................................................................ 15 SD-2.2.2. Account User ID Plan Options .................................................................... 15 SD-2.2.3. Secure Sockets Layer Transparent Tunneling............................................ 16 SD-2.2.4. Dial Remote Access via Internet Protocol Security Tunneling .................... 16 SD-2.2.5. Dial Remote Access via Layer 2 Tunneling Protocol .................................. 16 SD-2.2.6. Alternate Internet Access & Virtual Private Network Management Fee ...... 16 SD-2.2.7. Multi User Remote Access Small Office/Home Office Feature ................... 17 SD-2.3. AT&T Customer Premises Equipment ...............................................................17 SD-2.3.1. Components for Small Office/Home Office Configuration ........................... 18 SD-2.3.2. Methods of Access ..................................................................................... 18 SD-2.4. Access...............................................................................................................19 SD-2.4.1. AT&T Provided Managed Broadband Access for Single Users of the Service ....................................................................................................................... 19 SD-2.4.1.1. Customer Responsibilities for AT&T Managed Broadband Access for Single Users of the Service .....................................................................................20 SD-2.4.1.2. AT&T Managed Broadband in Most of World for Single Users of the Service ....................................................................................................................20 SD-2.4.2. AT&T Managed Broadband Access for Multi Users of the Service ............. 21
The AT&T Business Service Guide is subject to change by AT&T from time to time. See http://serviceguidenew.att.com for current version. 2012 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. This document reflects the Service Guide in effect as of April 26, 2012
SD-2.4.2.1. Customer Responsibilities for Multi Users of the Service ......................21 SD-2.4.2.2. AT&T Managed Broadband in Most of World for Multi Users of the Service ....................................................................................................................22 SD-2.4.3. 3G-Wireless Access Service Requirements for SOHO Device ................... 23 SD-2.4.4. Alternate Internet Service Providers ........................................................... 23 SD-2.4.5. Customer Contractual Responsibilities for Alternate Internet Service Provider ..................................................................................................................... 23 SD-2.5. Backup Options .................................................................................................24 SD-2.5.1. Alternate Internet Service Provider ............................................................. 24 SD-2.6. Service Monitoring/Alert Notification ..................................................................24 SD-2.6.1. Service Alert Notifications .......................................................................... 24 SD-2.6.2. Service Monitoring Options ........................................................................ 25 SD-3. Additional Service Features included in Monthly Recurring Charges .......................25 SD-3.1. Customer Point of Contact.................................................................................25 SD-3.1.1. Remote Access End User Support ............................................................. 26 SD-3.1.2. Small Office/Home Office Support.............................................................. 26 SD-3.2. User Authentication Options ..............................................................................26 SD-3.3. Internet Protocol Addressing .............................................................................27 SD-3.4. Small Office/Home Office Routing Protocol .......................................................27 SD-3.5. Multiple Virtual Private Networks per Single Account Code ...............................27 SD-3.6. Access Control Lists ..........................................................................................28 SD-3.7. Dual Access ......................................................................................................28 SD-4. Remote Access Options ..........................................................................................28 SD-4.1. Traveling User Support (i.e., Global Roaming) ..................................................28 SD-4.1.1. Restrictions on Usage ................................................................................ 29 SD-4.2. Toll-Free Access ...............................................................................................30 SD-4.3. AT&T Extended Access Feature, Wi-Fi Access Feature, and Wired Ethernet Feature ...........................................................................................................................30 SD-4.3.1. Extended Access and Connectivity Description.......................................... 30 SD-4.3.2. AT&T Extended Access Feature ................................................................ 31 SD-4.3.3. AT&T Wi-Fi Feature ................................................................................... 32 SD-4.3.3.1. AT&T Wi-Fi Combination Plans ............................................................33
SD-4.3.4. AT&T Wired Ethernet Feature .................................................................... 35 SD-4.3.5. Wireless Access Feature............................................................................ 36 SD-5. Service Level Management......................................................................................38 SD-5.1. Remote Access Reports for the AT&T Global Network Client Users ..................38 SD-6. Self-Service Tools for the Customer Point of Contact ..............................................38 SD-6.1. Direct Registration Facility .................................................................................39 SD-6.2. Billing Data on the Web .....................................................................................39 SD-6.3. Administration Tools for Service Manager .........................................................39 SD-7. Customer Care and Maintenance ............................................................................39 SD-7.1. General Maintenance ........................................................................................40 Service Level Agreements (SLA) ...........................................................................................40 SLA-1. General ANIRA SLA Terms....................................................................................40 SLA-2. Service Level Agreements .....................................................................................41 SLA-2.1. Service Level Agreements for Small Office/Home Office (SoHo) .....................41 SLA-2.1.1. Small Office/Home Office Device Availability at the Site ........................... 41 SLA-2.1.2. Virtual Interface Gateway and Private Network Connection Availability .... 41 SLA-2.1.3. Small Office/Home Office Device and Broadband Access Service Availability .................................................................................................................. 42 SLA-2.1.4. Small Office/Home Office SLA Claims Process ........................................ 42 SLA-2.2. Service Level Agreement for the Client Network Accessibility ..........................43 SLA-2.2.1. Client Dial Network Accessibility List of Country Tiers ........................... 43 SLA-2.2.2. Client Dial Network Accessibility Measurements ................................... 44 SLA-2.2.3. Client Dial Network Accessibility SLA Credit Calculations ..................... 44 SLA-2.3. SLA Exclusions and Limitations .......................................................................45 Pricing (P)..............................................................................................................................47 P-1. Charge Types .............................................................................................................47 P-2. Charges......................................................................................................................48 P-2.1. Remote Access and Basic Charges .....................................................................49 P-2.1.1. Countries in USD Currency........................................................................... 49 P-2.1.2. Countries in EUR Currency........................................................................... 51 P-2.1.3. Countries in Other Currencies ...................................................................... 53 P-2.1.4. Remote Access Table Notes ........................................................................ 54
P-2.2. Extended Access Charges (Hourly Charge per User ID) ......................................55 P-2.2.1. Countries in USD and EUR Currencies......................................................... 55 P-2.2.2. Countries in Other Currencies ...................................................................... 55 P-2.2.3. Extended Access Table Notes ...................................................................... 57 P-2.3. Wi-Fi Access Usage Based Charges (Hourly Charge) .........................................57 P-2.3.1. Countries in USD and EUR Currencies......................................................... 57 P-2.3.2. Countries in Other Currencies ...................................................................... 58 P-2.3.3. Wi-Fi Table Notes ......................................................................................... 58 P-2.4. Wired Ethernet Access Usage Based Charge (per User per 24 hours) ................59 P-2.4.1. Countries in USD and EUR Currencies......................................................... 59 P-2.4.2. Countries in Other Currencies ...................................................................... 59 P-2.4.3. Wired Ethernet Table Notes.......................................................................... 60 P-2.5. Wireless Access (3G/Cellular) Charges (Monthly Recurring Charge per User) ....60 P-2.5.1. Countries in EUR Currency........................................................................... 60 P-2.5.2. Countries in Other Currencies ...................................................................... 60 P-2.6. Flat Rate Combination Plan (Dial / Wi-Fi / Wired Ethernet) Charges ....................61 P-2.6.1. Countries in USD and EUR Currencies......................................................... 61 P-2.6.1.1. Combo Plans ..........................................................................................61 P-2.6.1.2. Dial Excess Charges ...............................................................................61 P-2.6.1.3. Wi-Fi and Wired Ethernet Excess Charges .............................................62 P-2.6.2. Countries in Other Currencies ...................................................................... 62 P-2.6.2.1. Combo Plans and Excess Charges .........................................................62 P-2.6.3. Flat Rate Combination Plan Table Notes ...................................................... 63 P-2.7. Digital Subscriber Line Charges ...........................................................................64 P-2.7.1. Digital Subscriber Line Basic Access Single User Charges ....................... 64 P-2.7.1.1. Countries in USD Currency .....................................................................64 P-2.7.1.2. Countries in EUR Currency .....................................................................65 P-2.7.1.3. Countries in Other Currencies .................................................................65 P-2.7.2. Digital Subscriber Line Enhanced Access Multi-User/ SoHo Charges........ 66 P-2.7.2.1. Countries in USD Currency .....................................................................66 P-2.7.2.2. Countries in EUR Currency .....................................................................67
P-2.7.2.3. Countries in Other Currencies .................................................................69 P-2.7.3. Digital Subscriber Line Table Notes .............................................................. 70 P-2.8. Small Office Home Office Charges with AT&T Access of Third Party Internet Service Provider Access.................................................................................................70 P-2.8.1. Countries in USD Currency........................................................................... 70 P-2.8.2. Countries in EUR Currency........................................................................... 72 P-2.8.3. Countries in Other Currencies ...................................................................... 74 P-2.9. Table Notes .........................................................................................................75 P-2.10. Private Network Connection Monthly Recurring Charges ...................................75 P-2.10.1. United States .............................................................................................. 75 P-2.10.2. Private Network Connection Type I and Type II: Countries in USD and EUR Currencies ......................................................................................................... 76 P-2.10.3. Private Network Connection Type I and Type II: Countries in Other Currencies ................................................................................................................. 78 P-2.11. Private Network Connection Table Notes ...........................................................81 Country-Specific Provisions (CSP) ........................................................................................81 CSP-1. Definitions of Regions ............................................................................................81 CSP-1.1. Standard Regional Definition Table .................................................................81 CSP-1.2. Technical Regional Definition Table ................................................................82 CSP-2. Feature Specific Availability ...................................................................................83 CSP-2.1. Digital Subscriber Line Access ........................................................................83 CSP-2.2. Toll-Free/800 Access ......................................................................................84 CSP-2.3. Extended Access ............................................................................................84 CSP-2.4. Wi-Fi Access ...................................................................................................86 CSP-2.5. Wired Ethernet Access ....................................................................................87 CSP-2.6. Wireless Access ..............................................................................................87 CSP-3. Country-Specific Provisions (CSP) ........................................................................88 CSP-3.1. General ...........................................................................................................88 CSP-3.2. Argentina ........................................................................................................88 CSP-3.2.1. Billing ....................................................................................................... 88 CSP-3.3. Australia ..........................................................................................................89 CSP-3.3.1. Feature Specific Terms ............................................................................ 89
CSP-3.3.1.1. AT&T Managed Broadband Access ...................................................89 CSP-3.4. Brazil ...............................................................................................................89 CSP-3.4.1. Billing ....................................................................................................... 89 CSP-3.4.2. Feature Specific Terms ............................................................................ 89 CSP-3.4.2.1. Small Office/Home Office Feature ......................................................89 CSP-3.5. Bulgaria...........................................................................................................90 CSP-3.5.1. Feature Specific Terms ............................................................................ 90 CSP-3.5.1.1. Small Office/Home Office Feature ......................................................90 CSP-3.5.1.2. Remote Access Feature .....................................................................90 CSP-3.6. Canada ...........................................................................................................90 CSP-3.6.1. Billing ....................................................................................................... 90 CSP-3.6.2. Feature Specific Terms ............................................................................ 91 CSP-3.6.2.1. AT&T Global Managed Internet Service .............................................91 CSP-3.6.2.2. Integrated Services Digital Network Dial .............................................91 CSP-3.6.2.3. AT&T Managed Broadband Access ...................................................91 CSP-3.6.2.4. Remote Access Feature .....................................................................91 CSP-3.6.2.4.1. AT&T Digital Subscriber Line Broadband Access ........................91 CSP-3.6.2.4.2. 50 Hour Plan Option ....................................................................91 CSP-3.6.2.4.3. Nationwide Toll Number ..............................................................91 CSP-3.7. China ..............................................................................................................92 CSP-3.7.1. Billing ....................................................................................................... 92 CSP-3.7.2. Feature Specific Terms ............................................................................ 92 CSP-3.7.2.1. Small Office/Home Office Feature ......................................................92 CSP-3.7.2.2. AT&T Managed Broadband Access ...................................................92 CSP-3.7.2.3. Remote Access Feature .....................................................................93 CSP-3.7.3. Internet Acceptable Use Policy ................................................................ 93 CSP-3.7.4. Support/Maintenance............................................................................... 93 CSP-3.8. Colombia .........................................................................................................93 CSP-3.8.1. Billing ....................................................................................................... 93 CSP-3.9. Croatia ............................................................................................................94 CSP-3.9.1. Feature Specific Terms ............................................................................ 94
CSP-3.9.1.1. AT&T Managed Broadband Access ...................................................94 CSP-3.10. Cyprus ..........................................................................................................94 CSP-3.10.1. Feature Specific Terms .......................................................................... 94 CSP-3.10.1.1. AT&T Managed Broadband Access..................................................94 CSP-3.11. Estonia ..........................................................................................................94 CSP-3.11.1. Feature Specific Terms .......................................................................... 94 CSP-3.11.1.1. AT&T Managed Broadband Access..................................................94 CSP-3.12. France...........................................................................................................94 CSP-3.12.1. Feature Specific Terms .......................................................................... 94 CSP-3.12.1.1. Remote Access Feature ...................................................................94 CSP-3.12.1.1.1. Wireless Access Features .........................................................94 CSP-3.13. Germany .......................................................................................................95 CSP-3.13.1. Feature Specific Terms .......................................................................... 95 CSP-3.13.1.1. Remote Access Feature ...................................................................95 CSP-3.13.1.1.1. Wireless Access Features .........................................................95 CSP-3.14. Hong Kong ....................................................................................................95 CSP-3.14.1. Feature Specific Terms .......................................................................... 95 CSP-3.14.1.1. AT&T Managed Broadband Access..................................................95 CSP-3.15. Hungary ........................................................................................................95 CSP-3.15.1. Feature Specific Terms .......................................................................... 95 CSP-3.15.1.1. AT&T Managed Broadband Access..................................................95 CSP-3.16. India ..............................................................................................................95 CSP-3.16.1. Billing ..................................................................................................... 95 CSP-3.16.2. Encryption.............................................................................................. 96 CSP-3.16.3. Service Implementation ......................................................................... 96 CSP-3.16.4. Feature Specific Terms .......................................................................... 96 CSP-3.16.4.1. Small Office/Home Office Feature ....................................................96 CSP-3.16.5. Support/Maintenance ............................................................................. 96 CSP-3.17. Indonesia ......................................................................................................96 CSP-3.17.1. Feature Specific Terms .......................................................................... 97 CSP-3.17.1.1. Small Office/Home Office Feature ....................................................97
CSP-3.17.1.2. Remote Access Feature ...................................................................97 CSP-3.17.2. Support/Maintenance ............................................................................. 97 CSP-3.18. Israel .............................................................................................................97 CSP-3.18.1. Feature Specific Terms .......................................................................... 97 CSP-3.18.1.1. AT&T Managed Broadband Access..................................................97 CSP-3.19. Italy ...............................................................................................................97 CSP-3.19.1. Feature Specific Terms .......................................................................... 97 CSP-3.19.1.1. Remote Access Feature ...................................................................97 CSP-3.19.1.1.1. Wireless Access Features .........................................................97 CSP-3.20. Japan ............................................................................................................98 CSP-3.20.1. Feature Specific Terms .......................................................................... 98 CSP-3.20.1.1. Small Office/Home Office .................................................................98 CSP-3.20.1.1.1. AT&T NetGate Onsite Maintenance ...........................................98 CSP-3.20.2. Support .................................................................................................. 98 CSP-3.20.3. Service Level Agreement ....................................................................... 98 CSP-3.21. Latvia ............................................................................................................98 CSP-3.21.1. Feature Specific Terms .......................................................................... 98 CSP-3.21.1.1. Small Office/Home Office Feature ....................................................98 CSP-3.21.1.2. AT&T Managed Broadband Access..................................................98 CSP-3.21.1.3. Remote Access Feature ...................................................................99 CSP-3.22. Lithuania .......................................................................................................99 CSP-3.22.1. Feature Specific Terms .......................................................................... 99 CSP-3.22.1.1. Small Office/Home Office Feature ....................................................99 CSP-3.22.1.2. AT&T Managed Broadband Access..................................................99 CSP-3.22.1.3. Remote Access Feature ...................................................................99 CSP-3.23. Luxembourg ..................................................................................................99 CSP-3.23.1. Feature Specific Terms .......................................................................... 99 CSP-3.23.1.1. AT&T Managed Broadband Access..................................................99 CSP-3.24. Mexico ........................................................................................................100 CSP-3.24.1. Billing ................................................................................................... 100 CSP-3.25. Netherlands.................................................................................................100
CSP-3.25.1. Feature Specific Terms ........................................................................ 100 CSP-3.25.1.1. Remote Access Feature .................................................................100 CSP-3.25.1.1.1. Wireless Access Feature .........................................................100 CSP-3.26. New Zealand ...............................................................................................100 CSP-3.26.1. Support/Maintenance ........................................................................... 100 CSP-3.27. Pakistan ......................................................................................................100 CSP-3.27.1. Feature Specific Terms ........................................................................ 100 CSP-3.27.1.1. Small Office/Home Office Feature ..................................................100 CSP-3.27.1.2. Remote Access Feature .................................................................101 CSP-3.28. Panama ......................................................................................................101 CSP-3.28.1. Billing ................................................................................................... 101 CSP-3.28.2. Feature Specific Terms ........................................................................ 101 CSP-3.28.2.1. Remote Access Feature .................................................................101 CSP-3.29. Peru ............................................................................................................101 CSP-3.29.1. Billing ................................................................................................... 101 CSP-3.30. Philippines...................................................................................................102 CSP-3.30.1. Feature Specific Terms ........................................................................ 102 CSP-3.30.1.1. Remote Access Feature .................................................................102 CSP-3.31. Poland.........................................................................................................102 CSP-3.31.1. Feature Specific Terms ........................................................................ 102 CSP-3.31.1.1. Small Office/Home Office Feature ..................................................102 CSP-3.31.1.2. AT&T Managed Broadband Access................................................102 CSP-3.31.1.3. Remote Access Feature .................................................................102 CSP-3.32. Portugal ......................................................................................................102 CSP-3.32.1. Feature Specific Terms ........................................................................ 102 CSP-3.32.1.1. AT&T Digital Subscriber Line Broadband Access ...........................102 CSP-3.33. Romania .....................................................................................................103 CSP-3.33.1. Feature Specific Terms ........................................................................ 103 CSP-3.33.1.1. AT&T Managed Broadband Access................................................103 CSP-3.34. Russia .........................................................................................................103 CSP-3.34.1. General................................................................................................ 103
CSP-3.34.2. Feature Specific Terms ........................................................................ 103 CSP-3.34.2.1. Small Office/Home Office Feature ..................................................103 CSP-3.34.2.2. Remote Access Feature .................................................................103 CSP-3.34.2.3. AT&T Managed Broadband Access for Russia ...............................104 CSP-3.35. Slovakia ......................................................................................................104 CSP-3.35.1. Feature Specific Terms ........................................................................ 104 CSP-3.35.1.1. AT&T Managed Broadband Access................................................104 CSP-3.36. Slovenia ......................................................................................................104 CSP-3.36.1. Feature Specific Terms ........................................................................ 104 CSP-3.36.1.1. AT&T Managed Broadband Access................................................104 CSP-3.37. South Africa ................................................................................................104 CSP-3.37.1. Feature Specific Terms ........................................................................ 104 CSP-3.37.1.1. AT&T Managed Broadband Access................................................104 CSP-3.38. Taiwan ........................................................................................................105 CSP-3.38.1. Feature Specific Terms ........................................................................ 105 CSP-3.38.1.1. AT&T Managed Broadband Access................................................105 CSP-3.39. United Kingdom...........................................................................................105 CSP-3.39.1. Feature Specific Terms ........................................................................ 105 CSP-3.39.1.1. Remote Access Feature .................................................................105 CSP-3.39.1.1.1. Wireless Access Feature .........................................................105 CSP-3.40. United States ..............................................................................................105 CSP-3.40.1. Feature Specific Terms ........................................................................ 105 CSP-3.40.1.1. Automatic Backup Identifications for Remote Access Virtual Private Networks ...................................................................................................105 CSP-3.40.2. Next-Calendar Day Replacement for SoHo Devices ............................ 106 CSP-3.41. Venezuela ...................................................................................................106 CSP-3.41.1. Billing ................................................................................................... 106
AT&T Network-Based IP VPN Remote Access

Section Effective Date: 17-Nov-2011
AT&T Network-Based IP VPN Remote Access (ANIRA) ("the Service") enables Customers to extend the reach of their AT&T provided network based Multi Protocol Label Switching (MPLS) services or AT&T Packet Services (APS) by using the reach of the internet coupled with the privacy and security of encrypted tunnels. The ANIRA Service Guide consists of the following parts: Service Description (SD) Service Level Agreements (SLA) Pricing (P) Country-Specific Provisions (CSP)
In addition, specified portions of the General Provisions apply.
Service Description (SD) SD-1. General

ANIRA is the remote access service designed to work with AT&T's network-based VPNs. The Service initiates the tunnel and uses the Virtual Interface Gateway (VIG) as the tunnel termination point. Service is offered in two configurations: a) Remote Access Service (RAS) for individual users which includes: o o AT&T Global Network (AGN) Client or devices that use the AGN Client to initiate a tunnel (see SD2.2 AT&T Global Network Client Software) a private network connection (PNC) to terminate the tunnel on the VIG (see SD2.1 Private Network Connection) SoHo device to initiate a tunnel (see SD2.3.1 Components for Small Office/Home Office Configuration) PNC to terminate the tunnel (see SD2.1 Private Network Connection)
b) Small Office/Home Office (SoHo) which includes: o o
RAS uses the AT&T Global Network Client (the "Client") along with a User ID to either create an Internet connection or to use an existing Internet connection for the purpose of creating a private and secure access to the Virtual Interface Gateway (VIG) which is connected to the Customer's AT&T VPN.
SoHo devices allow multiple Users access to the Customer's VPN over a managed device to create a secure connection to the VIG and the Customer's corresponding AT&T VPN.
SD-1.1. Geographic Availability

The Service is available in the following regions: United States (US), Canada, Latin America (South America, Central America, Caribbean and Mexico), EMEA (Europe, Middle East and Africa), and Asia Pacific (AP) (North and South). Please contact the AT&T sales representative for geographic availability of additional features, functions and access options (e.g., AT&T Dial POP access or broadband access) of the Service including single user and multi-user options.
SD-1.2. Billing
Billing starts at Service Activation Date. The Customer is required to order an AT&T MPLS and/or APS first in order to use the Service. The AT&T MPLS or APS is provided via separate Service Agreements. The AT&T supported VPN's are: AT&T Virtual Private Network (AVPN) - Global Enhanced Virtual Private Network (EVPN) - Global Internet Protocol Frame Relay (IPFR) - Global Private Network Transport (PNT) - US only Frame Relay Service (FRS) - US only Asynchronous Transfer Mode (ATM) - US only
SD-1.2.1. Currency Conversion Methods for Service Invoicing

AT&T shall submit to Customer one invoice per month in each country in which Service is rendered, with charges rendered in the currency specified in the Customer Service Agreement for ANIRA. If AT&T submits an invoice for a Service in a currency that is different from the currency listed in the Customer Service Agreement, AT&T will calculate the invoice amount using an exchange rate to convert the rate to the currency used for invoicing. AT&T will use the following currency conversion method: Each month on the first business day following the 15th day of the current calendar month, AT&T shall obtain an average exchange rate to convert the rate to the currency used in the invoice. The average exchange rate will be calculated as the average of the closing rates published by Bloomberg L.P.- New York Composite 5:30 PM US Eastern time from the 1st business day following the 15th day of the preceding calendar month through the 15th day
(or closest immediately preceding business day) of the current calendar month. This average exchange rate will be effective for all invoices issued between the first business day following the 15th day of the current calendar month to the 15th day of the next calendar month. If a Bloomberg L.P. New York Composite average exchange rate is not available, AT&T will calculate the invoice amount using the currency exchange rate established for such currency conversions published by the Central Bank (or a similarly designated institution deemed acceptable by AT&T as a source for currency exchange rates) for the country in which the invoice is delivered as of the date indicated on the invoice. If a currency exchange rate is not available as of the date indicated on the invoice, AT&T will use the currency exchange rate available for the first date prior to the invoice date.
SD-1.3. Service Activation Date

The Service Activation Date is the earlier of the following two dates: (1) the date when AT&T SoHo Device is enabled for use by the Customer at a Customer Site; or (2) 10 business days after AT&T ships the AT&T SoHo Device to a Customer Site. If the Customer is using Direct Registration Facility (DRF) then the Service Activation Date shall occur: for any hourly billing option, when the User begins using the Service, and for any monthly billing option, when the plan is created, pro-rated for the first months charges.
PNC activation/billing date is the date when the PNC is enabled for Customer's use following Test and Turn Up which is performed by AT&T to activate the PNC and ensure that IP (Internet Protocol) data can be passed from a Customers remote site or Client to the Customers VPN.
SD-1.4. Termination Orders

If Customer wishes to terminate a Service Component, the Customer must provide AT&T with at least thirty (30) days' prior written notice to that effect. Recurring monthly charges will continue to apply for a period of at least thirty (30) calendar days from the date when AT&T receives a termination notice or until the disconnect date specified in the disconnect order applicable to the affected Service Component(s), whichever is later. If the Customer is using DRF, then termination shall occur: for any hourly billing option, when a User ID is deleted, and for any monthly billing option, at the end of the month in which the notice of termination becomes effective.
SD-2. Service Components

The Service is comprised of Private Network Connections, AT&T Global Network Client Software, Customer Premises Equipment, and access service.
SD-2.1. Private Network Connection

The PNC is the service component which ensures that the remote access and ANIRA SoHo CPE traffic will be connected to Customers private VPN solution (i.e. AT&T MPLS and/or APS network, as applicable). All service customers must have at least one PNC. This is accomplished via the ANIRA VIG that bridges the ANIRA users or sites and the AT&T MPLS and/or APS network, as applicable. The PNC is designed and configured for the required bandwidth of the Customers expected traffic based on the number of remote access End Users and./or number of ANIRA SoHo CPE Sites and access methods used. The PNC is implemented as a dual connection. This means that there are two cross over connections defined with the same required bandwidth on two VIGs that reside on different network locations to ensure redundancy and robustness of the solution. VIG pair selection is done with the AT&T Network automatically. Connection is assigned to the pair with the most unused capacity at the time of provisioning.
SD-2.2. AT&T Global Network Client Software

The Client contains code designed to collect connection performance information for use by AT&T. Such information includes, but is not limited to, information about a User's operating system and modem, the local service provider POP number dialed, calling line information (unless blocked by User), IP address, account identification and User ID, and connection error code information. The Customer consents to AT&T's gathering and using the above mentioned information as needed. The Client is not sold separately. Title to the Client does not pass to Customer or any User. Customer may not sublicense, rent, lease, modify, translate, make derivative works of or assign the Client. The Client for the Service contains encryption technology that may be subject to limitations on its importation and/or use in various countries around the world. Due to such limitations, the Client may only be imported and used in certain countries. Customer is solely responsible for determining when and how to use the Client.
The Client is provided to the Customer Point of Contact (CPOC) during the provisioning process. AT&T provides training to the CPOC which includes creating User ID's and distributing the software to Customer's end users. In the event that the Client prevents Customer from accessing or using a significant portion of the Service and AT&T is able to detect and replicate such issues, AT&T will use commercially reasonable efforts to correct such issues by providing a patch, bypass or update. AT&Ts obligation to correct such errors is conditioned on: (i) Customers use of a currently supported version and release of the Client; (ii) Customers use of an operating system (OS) that is supported by the version and release of the Client at issue; and (iii) the issues attributable solely to the Client and not other applications or OS. AT&T reserves the right not to pursue correcting any issues with the Client if in its sole discretion AT&T determines that such effort(s) is unlikely to result in the successful resolution of the problem or it requires too much resources or expenditure. When Customer is no longer using the Service, Customer shall destroy all copies of the Client and, upon AT&Ts written request, certify such destruction.
SD-2.2.1. User IDs for the Client

Customers are responsible for ensuring that each User has a unique User ID. Sharing of User IDs and multiple simultaneous connections or concurrent usage of a single User ID for any monthly plan is not permitted. The Customer can use the AT&T DRF self-service tool to order additional User IDs, where available. The Customer may also submit a request using the CPOC Provisioning tool available in AT&T BusinessDirect or otherwise as a country may specify. User IDs must be registered within a country where AT&T offers the Service and where the User resides. User identifications mean the identifiers for individual Users provided by AT&T for the Service, including without limitation, account ID, User ID, password, application name and other identifiers. User ID refers to the identifiers and passwords established for each individual User.
SD-2.2.2. Account User ID Plan Options

Available account User ID plans are either hourly or monthly flat rate. Customers are responsible for selecting the plan of their choice and only one plan at a time can apply to a single Customer activity account (hourly or flat rate). Details for User ID Price Plans, as well as Extended Access and connectivity features usage (i.e., AT&T Wi-Fi Feature and AT&T Wired Ethernet), where available, as well as ISDN (Integrated Services Digital Network) local dial access charges, "800 or Toll-Free" number dial
access charges, ISDN "800 or Toll-Free" number dial access charges and out of region roaming, and Traveling User support charges are available from the AT&T sales representative.
SD-2.2.3. Secure Sockets Layer Transparent Tunneling

The SSL (Secure Sockets Layer) Transparent (SSLT) Tunneling feature employs the SSL protocol with 3DES encryption (where available) to send and receive information between the Client and the shared VPN VIG. The HTTPS (Hypertext Transfer Protocol Secure) port is used for the tunnel.
SD-2.2.4. Dial Remote Access via Internet Protocol Security Tunneling

The Service offers Customers remote access users connectivity to a Customer's AT&T MPLS or APS AT&T private network for access to corporate Local Area Networks (LANs), intranets, and extranets, using the Client (Managed VPN or LaptopConnect Edition) which connects to AT&Ts Global dial IP POPs via the Internet Protocol Security (IPSec) tunneling protocol with 3DES encryption support option, where available. An IP packet to be transmitted will be encrypted at origination and placed inside a second set of address headers. At the termination point, the ANIRA Gateway, VIG, will remove the additional address headers and decrypt the packet to return it to its original state. The VIG, after detunneling and decrypting, encapsulates the resultant IP packets and routes to the Customers AT&T MPLS or APS VPN to their corporate LANs, intranets, and extranets.
SD-2.2.5. Dial Remote Access via Layer 2 Tunneling Protocol

The Service offers Customers remote access users connectivity to a Customer's AT&T MPLS or APS AT&T private network from certain AT&T Dial POPs. The dial connection from the user's computer or other device to the AT&T Dial POP is established using Point-to-Point Protocol, or PPP. The connection from the AT&T Dial POP to the ANIRA VIG uses Layer 2 Tunneling Protocol (L2TP). No client software is required for this type of connection.
SD-2.2.6. Alternate Internet Access & Virtual Private Network Management Fee
AT&T provides support to the CPOC solely for the VPN connection between the Client and the VPN Gateway. Any other problems that arise with the Users service, including problems with Customer provided broadband, cellular, Wi-Fi, dial, or any other type of Internet connectivity will be referred to the alternate ISP.
For Customers who use the Client to access the Service via Internet access provided by an Alternate ISP, AT&T will bill the Customer as follows: For all Users on a Flat Rate Monthly Plan, AT&T will waive the VPN Management fee. For registered Users (users defined on the AT&T registration system, taking care for the authorization and authentication) on an Hourly Plan, AT&T will apply the VPN Management Fee to each user on a monthly basis. For unregistered Users (users not defined on the AT&T registration system) on an hourly plan, AT&T will apply the VPN Management Fee only when the User has connected using alternate Internet access in a given month.
SD-2.2.7. Multi User Remote Access Small Office/Home Office Feature

The Service uses a narrowband, broadband or cellular, internet connection from SoHo sites via the following options: AT&T Managed Broadband; AT&T Wireless Service; AT&T U-Verse Service, where available; or Alternate ISP DSL; Cable IP service; or Wireless Broadband IP Service a secure connection to the VIG and into their AT&T MPLS or APS VPN. The Service establishes connectivity to Customer's AT&T APS or MPLS networks corporate LANs, intranets, or extranets from AT&T an AT&T provided VPN device located at the Customers Site. VPN Device refers to AT&T Customer Premises Equipment (CPE) (AT&T NetGateTM or Cisco) specifically used to originate or terminate tunnels. Multi User Remote Access SoHo feature may not be available in all countries.
SD-2.3. AT&T Customer Premises Equipment

All AT&T CPE provided with the purchase of this Service remains the property of AT&T and is only available to Customers for the duration of the Service. AT&T CPE shall be used exclusively for the Service in accordance with the Service Agreement between the Customer and AT&T. AT&T reserves the right to discontinue the Service immediately if these obligations are not met. All AT&T CPE supplied by AT&T in support of AT&T is for management of Customer/AT&T demarcation point and shall not be used for anything other than the Service. Customer may not create any liens or encumbrances with respect to such facilities or equipment. For equipment provided by AT&T for the SoHo feature, AT&T will ship the AT&T CPE to the Customers SoHo site for self-installation. The CPOC shall be designated by Customer and the CPOC shall install the AT&T CPE with telephone assistance (as necessary) from the AT&T network operation center. AT&T will replace any defective AT&T CPE. The Customer, at its own expense, will provide: (i) an equipment room environmentally compliant with local laws and other environmental conditions as specified by AT&T; (ii) reasonable access to the equipment at times specified by AT&T; (iii) adequate work space, heating/cooling, light, ventilation and
electrical outlets; (iv) necessary access to any rights of way, equipment space, conduit, electrical power and environmental conditions 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; and (v) for any Service which requires a telephone line, Customer shall be responsible for removal of any hazardous material and correction of any hazardous condition on Customer's premises and shall protect all AT&T CPE against fire, theft, vandalism or other casualty. Also, Customer shall be responsible for compliance with all governmental and third party requirements relating to such equipment space and conduit. The AT&T CPE shall not be removed, relocated, modified, or attached to non-AT&T equipment by Customer without prior written authorization from AT&T, which shall not be unreasonably withheld. Title to the AT&T CPE will remain with AT&T. Customer will, however, be liable for repair charges or the replacement cost of the AT&T CPE if it is damaged or lost. Upon termination of Customer's Service Agreement, Customer will return (at Customers expense) all AT&T CPE to AT&T in the same condition as originally installed, ordinary wear and tear excepted or Customer will pay for restoration of the equipment to such condition. AT&T shall not be obligated to restore the premises to its original condition. If Customer does not return the AT&T CPE within thirty (30) days of the termination of the Service or make it available for removal by AT&T, then Customer shall be charged then-current market value of such AT&T CPE. AT&T CPE or AT&T Equipment means to any equipment provided and/or maintained by AT&T at the Customer premise and used in conjunction with the delivery of the Service.
SD-2.3.1. Components for Small Office/Home Office Configuration

The enhanced security and connectivity at a Customer site are implemented via various combinations of AT&T CPE, which are managed by AT&T. The AT&T CPE provides multiple combinations of routing and tunnel initiation/termination functionalities. Available platforms of AT&T Managed CPE currently include SoHo High-End CPE based on the AT&T NetGateTM and SoHo C-CPE based on Cisco products. AT&T NetGateTM Equipment means the hardware device required at each remote access SoHo site for the AT&T Network-Based IP VPN Remote Access Service SoHo, Multi User feature.
SD-2.3.2. Methods of Access

The following access options are available for the AT&T CPE: AT&T Managed Broadband for SoHo features. If Customer elects to use any other type of broadband access purchased separately for the Service, it is the Customers responsibility to provide access that meets the requirements for the Service and ensure support for such access.
PSTN Dial Backup from the VPN Device. This is supported on the SoHo High End CPE. A Customer provided phone line is used for the Dial Backup Option, which will be used only when the SoHo High End CPE looses primary connectivity with a site. The Customer may incur additional fees, including a Toll-Free/800 surcharge when in dial backup mode. o For ISDN dial backup, it should be noted that the Customer should care for the external ISDN terminal adapter and Personal Computer Memory Card International Association (PCMCIA) connectivity to the terminal adapter.
Cellular Devices i.e. Wireless Data (3G). SoHo High End Devices are designed to accept both AT&T and Non-AT&T external wireless data cards to establish wireless data connectivity. A list of wireless cards approved by AT&T for use with the SoHo High End Device is available from AT&T Sales Representative. It is Customers responsibility to periodically request and check an updated list of wireless cards.
SD-2.4. Access SD-2.4.1. AT&T Provided Managed Broadband Access for Single Users of the Service
In select countries, access may be provided via a dedicated Internet connection such as a DSL or cable Internet connection provided by Managed Broadband for VPN Users using the Client. When purchased under the ANIRA Service Agreement, AT&T Managed Broadband is only available for use in conjunction with an AT&T Service. AT&T Business DSL availability and access bandwidths depend on the country as well as the specific location within the country where the VPN Users are located. VPN User refers to a single incidence of use of the Service, identified by the licensing of the Client to a single user computer or other device where such User is uniquely identified and maintained within the Service. Customers ordering AT&T DSL Service in the United States require an AT&T Business DSL Service Agreement. Details regarding AT&T Business DSL Service are contained in the Service Guide for AT&T Business DSL Service. AT&T Managed Broadband (in the US and the selected countries where DSL service is offered) includes the following: Connectivity package which includes a broadband modem/router and a splitter or filter(s). Use of one IP address. Internet connectivity. Instructions for customer installation and operation of the broadband modem/router. Enablement support remotely over the phone. Optional on-site broadband installation is available in select countries at an additional charge.
24 x 7 technical supports for the CPOC.
It should be noted that local call-out procedures with local carriers are supported only during business hours. For Customers who use the Client to access the Service via the AT&T managed broadband, the following charges shall apply: (both in the US and in Most of World (all countries outside the US). One-time managed broadband installation charge. The managed broadband monthly access connection charge.
SD-2.4.1.1. Customer Responsibilities for AT&T Managed Broadband Access for Single Users of the Service
The Customer is responsible for the following tasks: If needed, provisioning an analog POTS line (Customer provided) capable of supporting broadband: Public Switched Telephone Network (PSTN) or ISDN lines. Please note that different countries may have different specifications for POTS lines. Cabling between the phone line and the broadband modem/router. Installation of the broadband modem/router in countries where on-site Managed Broadband installation is not available or not offered as an option.
For Managed Broadband lines where there is a PPPoE DSL implementation, the User ID supplied with the AT&T Managed Broadband service must not be used for purposes other than to connect to the AT&T provided Managed Broadband access. Furthermore, the actual bandwidth that can be delivered on a broadband capable loop will not be determined until the time of service installation. The actual bandwidth may be different than the estimated bandwidth provided to Customers by AT&T at the time of ordering the Service Component and may vary during the Pricing Schedule Term. In rare cases, it may be determined at the time of installation that broadband connectivity cannot be delivered at all. In certain countries, a monthly data transfer limit may apply to AT&T provided Managed broadband access. In certain countries, excess charges apply to data transfer above the data transfer limit.
SD-2.4.1.2. AT&T Managed Broadband in Most of World for Single Users of the Service
For Customers who use the Client to access the Service via the AT&T Managed Broadband Access option, the Single User options are available in select countries.
Rates for AT&T Managed Broadband Access are estimates and may not reflect the actual bandwidth of that service. Additionally, the bandwidth of service may vary from time to time and may differ from that listed in the Customer's Service Agreement. AT&T will use commercially reasonable efforts to provide a consistent level of broadband service. However, any Service impact caused by the local carrier owner of the copper wire or last mile infrastructure is outside of AT&Ts control. AT&T is not responsible for (and will not provide any credits for) any Service related issues related to the last mile access and caused by the local service provider. AT&T, at its sole discretion, may add or remove countries where the Service option is available or may add or remove a Managed Broadband type in a country, without prior notice to Customer. For Customers that want to order a Managed Broadband type that is not available in a country, the Customer may order other Managed Broadband types available to that country.
SD-2.4.2. AT&T Managed Broadband Access for Multi Users of the Service
Customers have the option of ordering AT&T provided broadband access bundled with the AT&T SoHo Device. When purchased under the Service Agreement, AT&T Managed Broadband is only available for use in conjunction with an AT&T Service. AT&T managed SoHo broadband availability and access bandwidth depends on the country and the specific location within the country where the SoHo site is located. AT&T Managed Broadband includes the following: Connectivity package which includes a broadband modem/router and a splitter or filter(s). Use of one dynamic IP address for the AT&T SoHo Device on its Wide Area Network (WAN) interface. Internet connectivity. Instructions for customer installation and operation of the DSL modem/router. Enablement support remotely over the phone with the CPOC. Optional on-site Broadband (not SoHo CPE) installation is available in select countries. 24 x 7 technical supports the CPOC. o It should be noted that local call-out procedures with local carriers are supported only during business hours.
SD-2.4.2.1. Customer Responsibilities for Multi Users of the Service

The Customer is responsible for the following tasks:

If needed, provisioning a POTS line (Customer provided) capable of supporting broadband: PSTN or ISDN lines. Cabling between the termination of the phone line and the broadband modem/router. Installation of the broadband modem/router in countries where on-site managed broadband installation is not available or not offered as an option. Installation and configuration of the multi-user LAN environment which may include the provisioning of a hub or switch to connect the devices on the LAN to the AT&T SoHo Device. o Hub means a central site location on a corporate LAN or intranet, to which a customer designates to have the Network-Based IP VPN Remote Access traffic terminate via VIGs. LAN stands for a local area network, used in conjunction with the AT&T Wired Ethernet feature.
For broadband lines where there is a PPPoE DSL implementation, the User ID supplied with the AT&T Managed Broadband service must not be used for purposes other than to connect to the AT&T provided broadband access using an AT&T SoHo Device.
The actual bandwidth that can be delivered on a broadband capable loop will not be determined until the time of service installation. The actual bandwidth may be different than the estimated bandwidth provided to Customers by AT&T at the time of ordering the Service Component and may vary during the Pricing Schedule Term. In rare cases, it may be determined at the time of installation that broadband connectivity cannot be delivered at all. In certain countries, a monthly data transfer limit may apply to AT&T provided DSL and cellular access. In certain countries, excess charges apply to data transfer above the data transfer limit.
SD-2.4.2.2. AT&T Managed Broadband in Most of World for Multi Users of the Service
For Customers who use the SoHo via the AT&T Managed Broadband Access option the Multi Users options are available in a selected set of countries. AT&T Broadband Access speeds are estimates and may not reflect the actual bandwidth of the Service. Additionally, the bandwidth of the Service may vary from time to time and may differ from that listed in the Service Agreement, due to restrictions in local loop capabilities (distance between the customer site and carrier equipment). AT&T will use commercially reasonable efforts to provide a consistent level of broadband service. However, any service impact caused by the local carrier owner of the copper wire or last mile infrastructure is outside of AT&Ts control. In case of an outage caused by the local carrier related to the last mile access, AT&T will not provide refunds or credits. AT&T, at its sole discretion, may add or remove countries where the Service option is available or may add or remove a Managed Broadband type in a country, without prior notice to Customer.
For Customers that want to order a Managed Broadband type that is not available in a country, the Customer may order other Managed Broadband type available to that country.
SD-2.4.3. 3G-Wireless Access Service Requirements for SOHO Device

At sites using 3G-wireless access with the AT&T NetGateTM: If AT&T is to proactively monitor the 3G-wireless connection, Customer must configure the 3G-wireless connection in an Always-on mode, and Customer must configure the AT&T NetGateTM with the Connection Always Active. If AT&T is to reactively monitor 3G-wireless-enabled AT&T NetGateTM routers, Customer must configure the 3G-wireless connection in a Dial as Primary 3G Cellular Connection mode.
SD-2.4.4. Alternate Internet Service Providers

AT&T offers AT&T provided broadband for VPN Users using the Client in select countries. If the Customer wishes to use alternative Internet Access, the Customer must arrange for the contracting, procurement and support of such services, undertake additional responsibilities with respect to such access, and incur additional charges. Customer and User may not use the Service where such use violates any agreement, usage policy, service description or directive from any Alternate Internet Service Provider (ISP). If at any time AT&T determines in its sole discretion that the Customers/Users use of the Service violates any agreement, usage policy, service description or directive from any Alternate ISP, AT&T reserves the right to terminate the Service without any notice to the Customer/User. AT&T will not provide any support or assistance for any service(s) provided by an Alternate ISP. Customer is required to seek all help and support from the Alternate ISP for any problems or issues that arise with any service(s) provided. In addition, AT&T will not trouble shoot any problems or issues which may arise with Customers service once it determines that the issue or problems are in any way related to the service provided by an Alternate ISP for the site in question. Customer is solely responsible for any results obtained from the services provided by an Alternate ISP.
SD-2.4.5. Customer Contractual Responsibilities for Alternate Internet Service Provider

If Customer wishes to use an Alternate ISP, the Customer must first ensure that such use is not restricted or in conflict with any provision of its contract for dedicated Internet access or any of the Alternate ISP's regulations such as its Acceptable Use Policy. The Customer must ensure that the Alternate ISP allows IPSec, ICMP (Internet Control Message Protocol), and any other
required traffic across its connections. In addition, any service level agreements or service targets which may be available for the Service shall not apply to any of the sites that use an Alternate ISP.
SD-2.5. Backup Options

Dial Backup is supported on the SoHo High End CPE (AT&T NetGateTM). A Customer provided phone line is used for the Dial Backup option that will be used only when the SoHo High End CPE loses primary connectivity with a Site. The Customer will incur additional usage fees, including an 800 surcharge if a toll free number is used. For ISDN dial backup it should be noted that the customer should take care for the external ISDN terminal adapter and PCMCIA connectivity to the terminal adapter. Cellular services can be used as a transport (either primary or backup). These charges are based on data transmission in accordance with the plan contracted by the cellular provider (AT&T or other).
SD-2.5.1. Alternate Internet Service Provider

For any locations where the Customer does not order AT&T Managed Broadband as allowed under this Service, the Customer is responsible for arranging the procurement and support of the broadband access from an alternate ISP over which the Service will be deployed and managed via the AT&T SoHo IPSec device. The AT&T SoHo device is designed to function over any broadband access connection that meets AT&Ts criteria for the SoHo feature. AT&T under this Service offering is not responsible for the performance or installation of these broadband access connections (including any AT&T broadband service other than AT&T Managed Broadband ordered hereunder) when they are used with the Service. AT&T provides certain support for the elements of the Service it directly provides to a Customer via this Service offering, including the ongoing monitoring and maintenance of the VPN portions of the Service.
SD-2.6. Service Monitoring/Alert Notification

The following options are available as optional setup with the SoHo solution.
SD-2.6.1. Service Alert Notifications

AT&T provides a service monitoring and alert notification for an AT&T SoHo device. This service option is limited and is only offered to SoHo sites in geographies in certain countries.
AT&T provides support via a 24x7 management center that regularly checks the network health of all AT&T SoHo devices on a periodic basis. In the event that AT&T notices any behavior of the device outside of normal prescribed parameters established by AT&T for normal operations or a failure of the AT&T SoHo Device to respond, AT&T platforms will generate an automated alert. This triggers an email notification to the CPOC for information, the CPOC must decide if the alert is related to a real operational issue, and to begin trouble resolution by contacting the AT&T help desk. If the CPOC does not respond after 24 hours, AT&T will cancel the alert. Troubles attributable to the AT&T SoHo Device will be handled by AT&T; all other issues such as, but not limited to, Broadband access or any other service not provided under this Service will be forwarded to the Customer.
SD-2.6.2. Service Monitoring Options

AT&T provides basic SNMP read only on AT&T SoHo devices and supports NetFlow management data on the AT&T NetGateTM. Customers are responsible for providing and managing the monitoring servers that accept this type of device management traffic.
SD-3. Additional Service Features included in Monthly Recurring Charges

Additional Service features are a part of the Service and do not require any additional monthly charge, however a one-time setup charge maybe applied. They apply to the Single User remote access part of the Service or to the multi user SoHo part of the Service or both. A few of the additional features are Customer Point of Contact, Remote Access End User Support, SoHo Feature Support, User Authentication, Internet Protocol Addressing, SoHo Routing Protocol, Multiple VPNs per Single Account Code, Access Control Lists, Dual Access, and Private Network Connection.
SD-3.1. Customer Point of Contact

Customer must designate, in writing, one CPOC that will act as the primary account Service Administrator. The Customer may also designate a second or Alternate CPOC to act as a backup Service Administrator. It is required to have at least one CPOC contact per region. Customer should contact the AT&T sales representative for the Service CPOC guide. CPOC means where the Customer designates a single Customer Point of Contact, either one of its own technically skilled employees or its technical support department, to provide direct User (or tier 1) support for the Service. The CPOC will be the interface for the AT&T Customer Care (tier 2) organization for all support provisioning and implementation issues related to the Service.
SD-3.1.1. Remote Access End User Support

Direct help desk support is provided by the CPOC. AT&T will provide the following information to the CPOC. Information regarding the operation and status of the Service. Trouble identification and trouble referral for Users. Technical support using the Client. Individual users of the Client should contact the CPOC for support.
SD-3.1.2. Small Office/Home Office Support

The SoHo feature support is provided by the CPOC. The SoHo feature support includes, but is not limited to, the following elements: Providing information regarding the operation and status of the Service. Providing trouble identification and trouble referral for AT&T CPE. Providing technical support for AT&T CPE. Providing technical support for AT&T CPE sites which have issues with connectivity at sites where AT&T Managed Broadband is being used.
Support for SoHo features does not include any Service issues involving or regarding: Any third party connection. Any local LAN connection or VPN problems of devices or end users connected behind the AT&T CPE point of demarcation. The point of demarcation for the Service is behind the Ethernet Port of the SoHo CPE.
SD-3.2. User Authentication Options

Every User ID is used in conjunction with the Client to provide VPN access to the customers private network based on APS or MPLS. The Customer can choose one of the following options for User ID management: AT&T registered User IDs: AT&T will provide one ID per VPN User. Each User ID will be profiled and managed by AT&T using AT&Ts Authentication, Authorization, and Accounting (AAA) system. User IDs are supported by the AT&T DRF self-service tool available to Customers for User ID administration.
Unregistered User IDs: Customer creates and manages User IDs on their own authentication server. AT&T will proxy the authentication request from the Client to the Customer managed authentication server.
A one-time charge may apply for the setup of the Unregistered User ID Authentication server definitions within the AT&T network environment. Additional charges may apply when user authentication is proxied to a customer managed authentication server.
SD-3.3. Internet Protocol Addressing

Both Dynamic and Fixed IP addressing are supported. Dynamic IP addresses may be: (i) ordered and managed by AT&T; or (ii) Customer may elect to provision and manage their dynamic IP addresses via their own DHCP server. Fixed IP addresses are provided to AT&T by the Customer such that AT&T shall pass out the same Customer remote access user or VPN device site unique IP address each and every time that user or site uses this Service (due to the dual VIG infrastructure each Fixed IP User or device will have two IP addresses).
SD-3.4. Small Office/Home Office Routing Protocol

Customers standard VPN device configuration utilizes Port Address Translation (PAT). PAT hides the Customers internal LAN addresses and transfers them out to a single external IP address. Dynamic routing protocol between SoHo VPN device and the Network VPN may be selected and are (i) OSPF for layer two VPNs and (ii) BGP for MPLS VPNs. If Customer chooses OSPF layer 2, or BGP with MPLS VPN, Customer will be fully interactive (two-way) between the remote location and hub site. In essence, updates will be loaded without Customer having to initiate a session with the hub site. A one-time charge applies for each VPN device to set up the additional routing configuration if one of the dynamic routing protocols is used.
SD-3.5. Multiple Virtual Private Networks per Single Account Code

This Service supports the provisioning of multiple VPNs within a single account code. VPN mapping is performed at the individual User ID level.
SD-3.6. Access Control Lists

Customers may provide access control lists (ACL's) to AT&T for both dial and broadband users. AT&T will then monitor such user access. When a Customer connects to the network, the Customer's network traffic can be limited by ACL's. Traffic sent to an address outside of the ACL's can be sent to the Internet (if split tunneling is enabled on a secure Service) or it will be discarded.
SD-3.7. Dual Access

Split Tunneling (also known as Dual Access) capability allows packets destined for IP addresses outside those in the authorization list to be sent to the Internet. If Split Tunneling is not requested, the Client will discard the packets outside those in the authorization list. The built-in firewall facility in the Client helps to protect the VPN User from the Internet. This functionality examines each IP packet received by the Client from the Internet, determines if it is unsolicited and, if determined to be unsolicited, it is discarded. An algorithm combining a rolling list of recently contacted remote hosts determines a packets solicitation status. Dual access is supported for: Single user with the Client AT&T NetGateTM SoHo device
SD-4. Remote Access Options

Remote access options include Traveling User Support/Global Roaming, Extended Access, WiFi Access, Wired Ethernet Access, and Wireless Access for an additional charge.
SD-4.1. Traveling User Support (i.e., Global Roaming)

Out of region roaming, also referred to as the "AT&T Traveling User Support Option", is intended to allow Users to access the Service when traveling to selected countries where there is a relationship established with affiliates and other local service providers. The Traveling User Support Option provides remote access in the countries that support global network traveling Users. Users of the Traveling User Support Option are charged on an hourly basis, when they connect to AT&T's network from a region different than where they are registered for the Service. AT&T has service within: (1) Asia Pacific, (2) EMEA, (3) Latin America, (4) North America (US, Canada) and (5) China. AT&T may change or modify the countries contained in these regions, or add or delete regions, at its option and in its sole discretion, immediately upon posting such changes to this Service Guide.
The Traveling User Support Option is designed to allow Users to access the Service on an occasional basis when they travel outside of their home country. If the Traveling User Support Option is required for an extended period, for example, longer than a month of consecutive use or more than three months in a year, a local account ID and User ID must be obtained from the AT&T entity in that country. AT&T reserves the right to further define what constitutes occasional use and may revise these guidelines from time to time immediately upon posting such changes to the Service Guide. When using the Service, Customer is responsible for compliance with all applicable laws in the jurisdictions in which the Service (including any of its features) is used. In certain countries, Customer may be deemed to the importer of technology (e.g., the Client software). This technology includes encryption software that may be subject to restrictions with respect to its importation and/or use in certain countries. Customer agrees that it and/or its Users will not attempt to import such technology into any countries where AT&T does not offer the Service. Any violations of this provision shall entitle AT&T to immediately terminate Customer's Service Agreement. Customer is responsible for local country dial telephone access charges as applicable. Customer will also incur the applicable charges that are associated with the application, and services Customer uses. Customers will incur the applicable roaming charges when accessing AT&T managed dial facilities in regions other than the home region where the User ID is registered.
SD-4.1.1. Restrictions on Usage

Users visiting countries served by AT&T and the providers with who AT&T has roaming arrangements with can access the service via the Traveling User Support Option. Traveling users visiting countries not served by AT&T or its roaming providers may be able to access the Service via the Extended Access Option. The Traveling User Support Option, also know as "Out of region roaming", is provided as set forth herein. As part of the Service, AT&T may add or remove access to any individual POPs, including the POPs in an entire country, from time to time and without prior notice to customers of the Service. Furthermore, the option may not be available in all countries where AT&T or its roaming providers have POPs. Customer will also incur the applicable charges which are associated with the application and services Customer uses. Customers may not make use of this Option for an extended period (i.e., longer than one month or more than three nonconsecutive months in one year). This Option is subject to the terms and conditions contained in the agreement. Furthermore, the Option is not available in all countries where AT&T provides Service, notwithstanding the fact that telephone numbers for certain local service providers in such countries may be listed in the Client used with the Service. In countries where the Traveling User Support Option is unavailable tunnel encryption used by the Client is not allowed, Customers may use the Service using Dial Remote Access via L2TP Tunneling feature. However, it is Customers Users responsibility to select the appropriate form of encryption for that country.
SD-4.2. Toll-Free Access

The Toll-Free access or 800-dial access is an optional feature, where the Customer establishes a connection by placing an "800" number (Toll-Free) call (where available and subject to surcharge) to one of the designated AT&T POPs. The Customer does not incur any local dial tariffs from the local carrier; instead the Customer will incur a surcharge for AT&T. The Toll-Free access or 800-dial access numbers are shown in the Client phonebook as access restricted phone numbers. The customer profile for the User ID must be enabled to enable the Toll-Free access via these numbers. AT&T may change the list of countries available without prior notice to the Customer. For all other counties, Toll-Free can only be used as a roaming option only (i.e., there is no TollFree service available in that particular country where a User is located).
SD-4.3. AT&T Extended Access Feature, Wi-Fi Access Feature, and Wired Ethernet Feature
The AT&T Extended Access, Wi-Fi feature and Wired Ethernet feature provides access to selected POPs and HotSpots through AT&T's affiliate, AT&T Global Communications Services Inc., pursuant to Customer's Service agreement.
SD-4.3.1. Extended Access and Connectivity Description

AT&T provides both the Extended Access feature and the connectivity features to Customers. The Extended Access feature and the connectivity features utilize POPs from locally authorized ISPs in the countries where these portions of the Service are available. The Extended Access feature and the connectivity features are only provided via POPs that are owned and operated by non-AT&T affiliated third party entities. AT&T has no control nor provides any management or oversight of such third party POPs Extended Access and the connectivity features are not available to those Customers that do not use the Client to access the Service. In order to gain access to the POPs in the countries available with the Extended Access or connectivity features the individual user is required to have the most recent version of the Client. Upon Customer's request, AT&T will provide the latest version of the Client to the CPOC. In order to view Extended Access and/or Connectivity numbers displayed in the Client, Customer's User ID must be enabled for the Extended Access feature and/or the connectivity features. AT&T suggests that Customer retrieve the most current POP list before traveling by selecting the menu arrow and then checking for updates once the Client is launched.
Access speeds are dependent upon the quality of the telephone line, LAN, Wired Ethernet Connection or HotSpot and the equipment located in such countries. A list of the cities, phone numbers, HotSpot and locations of each POP will be identified in the then current softwarebased POP list available from AT&T for use with the Extended Access feature and the connectivity features, which list may be updated from time to time without prior notice to Customer. Service Level Agreements (SLAs) are not applicable to the Extended Access feature and the connectivity features. Customer may only use the Extended Access feature via the POPs that AT&T makes available with the Service. Customer may not use Extended Access feature via any other POPs. AT&T may charge Customer additional amounts on the basis of the costs and expenses that AT&T incurs in connection with Customers usage of the Extended Access feature or the connectivity features at any other such POPs. AT&T may add or remove access to the POPs used for the Extended Access feature and/or the connectivity features (or change the website on which they are identified), including adding or removing the access to POPs in an entire country or group of countries from time to time and without prior notice or liability to Customer. If Customer or Users need access to the Extended Access feature and the connectivity features for Intensive Use from a country where AT&T has an entity or a local service provider and makes the Service generally available to Customers in such country, Customer must obtain a local account ID and User ID from the AT&T entity in that country, provided that the Service is available to local Users with local User IDs in that country. Intensive Use, with respect to the Traveling User Support Option and the Extended Access feature, means an extended period as determined by AT&T (i.e., longer than a month of consecutive use or more than a total of three months in a year). AT&T reserves the right to further define what constitutes Intensive Use and may revise these guidelines from time to time. The AT&T Wi-Fi feature functions through broadcast radio wave transmissions between Customer and the nearest HotSpot. The AT&T Wired Ethernet feature functions through a LAN established at a given location, between Customers or a Users device and a Wired Ethernet enabled POP. Use of connectivity features may allow others to gain unauthorized access to a device or monitor or intercept the data transmissions to or from the device.
SD-4.3.2. AT&T Extended Access Feature

Customers appropriately registered in selected countries may access the Service via dial connections provided by AT&T's Suppliers (Extended Access). The Extended Access feature adds dial access capability for traveling users to additional countries through the use of a third party relationship.
SD-4.3.3. AT&T Wi-Fi Feature

The AT&T Wi-Fi provides Customers access of the Service to transport data between a properly configured device and the Service by connecting to designated HotSpots. There are four Wi-Fi Zones (the area where a POP is located for billing purposes for the Remote Access feature): Wi-Fi USA Zone 1: roaming hotspots in the United States Wi-Fi Zone 2: roaming hotspots in countries outside the United States, except Western Europe Wi-Fi USA Zone 3: AT&T-branded hotspots in the United States Wi-Fi Zone 4: roaming hotspots in Western Europe. NOTE: Western European countries include Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, and United Kingdom. The AT&T Wi-Fi feature works as follows: A User's device makes an initial connection by detecting a HotSpot via the 802.11 Wi-Fi card supplied by Customer or a User, and such User is then authenticated by AT&T's systems and connected to the Service. Access speeds for the Wi-Fi feature will vary and are dependent on many factors, such as the type of equipment used by Customer or Users. Customers appropriately registered in their home country may also access the Wi-Fi feature while traveling outside their home country (in countries where HotSpots are available) through the use of a third party relationship that utilizes HotSpots from locally authorized ISPs. The WiFi feature is provided via HotSpots that are owned and operated by non-AT&T affiliated third party entities. AT&T is not responsible for the performance, interoperability or interconnection of such third party HotSpots. HotSpots are maintained in the Client. SLAs are not applicable to the Wi-Fi feature. Customer is solely responsible for the following: The selection, purchase, programming, configuration and updating of any device used with the AT&T Wi-Fi feature, including the application of management and security procedures the Customer deems appropriate to protect Customers or End Users information, such as application logon security. The maintenance, monitoring, performance and compatibility of any device with the connectivity features.
The performance of the AT&T Wi-Fi feature may: Degrade or fluctuate during a Wi-Fi Session (the period of time between when a User logs in to the Service via a Hotspot and logs out from the same HotSpot, based on the environmental or structural conditions of the HotSpot used by User.
Degrade or fluctuate during a Wi-Fi Session as the device moves about within the coverage area of the HotSpot used by Customer. Cease to function if the device moves outside the range of a HotSpot.
SD-4.3.3.1. AT&T Wi-Fi Combination Plans

In the United States, Wi-Fi Combination Plans ("Combo Plans") and Flat Rate Plans are available to all registered Users. The details of each plan are more fully described below. Standard Flat Rate Combo Plan 50 Hour 2 & 4 Flat Rate Combo Plan 50 Hour 4 & 8 Flat Rate Combo Plan 100 Hour 5 & 10 Flat Rate Combo Plan 150 Hour 6 & 12 Flat Rate Combo Plan 150 Hour 8 & 14 Flat Rate Plan 23 Hour 6 & 12 Flat Rate Plan The Unlimited Flat Rate Plan
*NOTE: Surcharges and overage charges for usage in excess of plan amounts may also apply. For Customers located outside of the United States, the 50 Hour 2 & 4 Flat Rate Combo Plan is available as a standard plan. Other Flat Rate Combo Plans may be provided to such Customers on an individual case basis.
Wi-Fi Flat Rate Combo Plans Plan Type Standard Flat Rate Combo 50 hour 2 & 4 Plan Territory Outside USA Plan Usage allotted per User ID Per Month 50 hour dial access connect time (including total ISDN B channel connect time), two (2) Wired Ethernet Days and four (4) Wi-Fi Sessions are invoiced at a fixed monthly charge per User ID plus applicable surcharges. Usage in excess of allotted per User ID Per Month Each excess of 50 hours dial access connect time, each Wired Ethernet Day in excess of two (2) and/or each hour of Wi-Fi usage after four (4) Wi-Fi Sessions is invoiced at the Overage Charge per User ID per month plus applicable surcharges.
Wi-Fi Flat Rate Combo Plans Plan Type 50 Hour 4 & 8 Flat Rate Combo Plan Territory USA Plan Usage allotted per User ID Per Month 50 hour dial access connect time (including total ISDN B channel connect time), four (4) Wired Ethernet Days and eight (8) Wi-Fi Sessions are invoiced at a fixed monthly charge per User ID plus applicable surcharges. 100 hour dial access connect time (including total ISDN B channel connect time), five (5) Wired Ethernet Days and ten (10) Wi-Fi Sessions are invoiced at a fixed monthly charge per User ID plus applicable surcharges. 150 hour dial access connect time (including total ISDN B channel connect time), six (6) Wired Ethernet Days and twelve (12) Wi-Fi Sessions are invoiced at a fixed monthly charge per User ID plus applicable surcharges. 150 hour dial access connect time (including total ISDN B channel connect time), eight (8) Wired Ethernet Days and fourteen (14) Wi-Fi Sessions are invoiced at a fixed monthly charge per User ID plus applicable surcharges. Usage in excess of allotted per User ID Per Month Each excess of 50 hours dial access connect time, each Wired Ethernet Day in excess of four (4) and/or each hour of Wi-Fi usage after ten (10)Wi-Fi Sessions is invoiced at the Overage Charge per User ID per month plus applicable surcharges Each excess of 100 hours dial access connect time, each Wired Ethernet Day in excess of five (5)and/or each hour of Wi-Fi usage after eight (8) WiFi Sessions is invoiced at the Overage Charge per User ID per month plus applicable surcharges. Each excess of 150 hours dial access connect time, each Wired Ethernet Day in excess of six (6) and/or each hour of Wi-Fi usage after twelve (12) Wi-Fi Sessions is invoiced at the Overage Charge per User ID per month plus applicable surcharges. Each excess of 150 hours dial access connect time, each Wired Ethernet Day in excess of eight (8) and/or each hour of Wi-Fi usage after fourteen (14) Wi-Fi Sessions is invoiced at the Overage Charge per User ID per month plus applicable surcharges.
100 Hour 5 & 10 Flat Rate Combo Plan
USA
USA
USA
Wi-Fi Flat Rate Combo Plans Plan Type 23 Hour 6 & 12 Flat Rate Combo Plan Territory USA Plan Usage allotted per User ID Per Month 23 hour dial access connect time (including total ISDN B channel connect time), six (6) Wired Ethernet Days and twelve (12) Wi-Fi Sessions are invoiced at a fixed monthly charge per User ID plus applicable surcharges. The plan includes unlimited access to local and ISDN analog Dial, Wi-Fi Zones 1 & 3, and Wired Ethernet Zone 1 in the US for US BASED USERS ONLY. Surcharges apply for Globally Roaming and TollFree 800. Usage based charges apply for Wi-Fi Zones 2 & 4 and Wired Ethernet Zone 2. The plan which includes unlimited WiFi, Wired Ethernet, and Dial worldwide in the US and non-US based users. MOW accounts may require special country billing arrangements.. Usage in excess of allotted per User ID Per Month Each excess of 23 hours dial access connect time, each Wired Ethernet Day in excess of six (6) and/or each hour of Wi-Fi usage after twelve (12) Wi-Fi Sessions is invoiced at the Overage Charge per User ID per month plus applicable surcharges Not Applicable
2009 US Based Unlimited Plan
USA
2010 Unlimited Plan Covering US and Non US Based Customers
USA + MoW
Not Applicable
SD-4.3.4. AT&T Wired Ethernet Feature

The AT&T Wired Ethernet feature allows Users to access the Service using a properly configured Client via Wired Ethernet Connections to AT&T Ethernet-enabled POPs. The AT&T Wired Ethernet feature works as follows: A User's client software makes an initial connection to an AT&T Ethernet-enabled POP through a Wired Ethernet Connection via a standard (802.3) wired Ethernet card and an appropriate Ethernet cable supplied by Customer or a User, and such User is then authenticated by AT&T's systems and connected to the Service. Access speeds for the Wired Ethernet feature will vary and are dependent on many factors such as the type of equipment used by Customer or Users.
Customers may utilize the Wired Ethernet only at the locations where AT&T makes the feature available. The Wired Ethernet feature is only available via access points that are owned and operated by non-AT&T affiliated third party entities. AT&T is not responsible for the performance, interoperability or interconnection of or with such third party access points. A list of cities and Ethernet-enabled POPs, as well as Wired Ethernet access points is identified in the current software-based POP list. This list is available from AT&T for use with the Wired Ethernet feature, which may be updated from time to time without prior notice to Customer. AT&T does not warrant the availability of any Wired Ethernet access points. SLAs are not applicable to the Wired Ethernet feature. There are two Wired Ethernet zones: Wired Ethernet Zone 1: roaming locations in the United States Wired Ethernet Zone 2: roaming and AT&T-branded locations in countries outside the United States
SD-4.3.5. Wireless Access Feature

The Wireless Access feature allows Users to transport data between a properly configured remote user device and the Service across designated public packet switched mobile wireless data networks (Wireless Networks). The Wireless Access feature may not be available in all areas or through all mobile wireless data carriers because not all wireless networks are compatible with and/or permit access to the Service via the Wireless Access feature. AT&T will provide a then current list of such wireless networks upon request. AT&T may change the list of wireless networks with which the wireless access feature may be used at any time without prior notice. Customers are responsible for obtaining and paying for wireless network services and for providing their own wireless modems, which are compliant with such wireless networks. Wireless modems are used in conjunction with the properly configured remote device to establish a connection across the wireless network directly to the Service. There is a fixed charge per User per month for the wireless access feature. Customer must notify AT&T at least 30 days in advance if Customer desires to switch to a different wireless network, and AT&T will notify Customer if any additional limitations or restrictions that might apply to use of the Wireless feature with such different wireless network. The Wireless Access feature may also be used when a User is permitted to roam outside of his "home network" (i.e., the wireless network that is designated by AT&T for use with the wireless access feature). This form of access is not defined as "roaming" by AT&T because the User traffic is routed back to the Service via the interconnection between the roaming network and the Customers home wireless network. This is similar in manner as traffic generated by the Customer while connected in the home wireless network. AT&T does not charge Users roaming surcharges for this type of usage. Users are responsible for ascertaining that the required roaming agreements are in place between Customers wireless networks and the roaming wireless network and that access to the Service is possible from every roaming
wireless network User wishes to use. Users are also responsible for obtaining and paying for any roaming wireless network services. The Extended Access feature and ISDN and DSL access are not currently available with the Wireless Access feature. The Wireless Access feature requires the communication and exchange of data, including the Users mobile telephone subscriber number, across the respective networks. Such data exchange is required for AT&T to provide, operate, maintain, and invoice for its Services, for AT&T to comply with the rights and obligations set forth under the Agreement, and for AT&T to comply with applicable law. The Customer and Users agree that AT&T may transfer such data to AT&T Affiliate and other third parties in any country, whether or not such country is a member of the European Union and Japan. To the extent that such data comprises data about persons (for example, contact names), the Customer (or Users) agrees and undertakes it as his obligation to (i) inform those persons of the type of data and the purpose for which such data is processed, disclosed to and used by AT&T and (ii) obtain their informed consent to such processing and/or use. The Minimum Payment Period (as defined in Customer's Service Agreement) for the Wireless Access feature is 12 months. Customer must pay the monthly recurring charges for the feature for a minimum of 12 months from the Activation Date or Rate Effective Date even if Customer disconnects the feature prior to the expiration of the Minimum Payment Period. After the initial 12 month period, the feature may be terminated effective 30 days after notice to AT&T without liability, other than for charges for the feature incurred through the effective date of termination. The performance of the Wireless Access feature may: Degrade or fluctuate during a connection session, based on the environmental or structural conditions of the Wireless Network node used by Customer or User. Degrade or fluctuate during a connection session with a Wireless Network node as Customer or a User moves about within the coverage area of a Wireless Network node. Cease to function if Customer or a User moves outside of the range of the Wireless Network used by Customer or User.
Customer is solely responsible for the following: The selection, purchase, programming, configuration and updating of any device used with the Wireless Access feature, including application of management and security procedures the Customer deems appropriate to protect Customers or End Users information, such as application logon security and encryption of data. The maintenance, monitoring, performance and compatibility of any remote user device with the Wireless Access feature.
The Wireless Access feature involves use by Customer and Users of third party Wireless Networks and/or services. AT&T is not responsible for the performance, interoperability or interconnection of or with such third party services or networks in any way.
SD-5. Service Level Management SD-5.1. Remote Access Reports for the AT&T Global Network Client Users
AT&T may provide Customer with the following monthly Service reports: Global Network Accessibility Service Level Report for Dial Customers, Global Network Accessibility Service Level Report for Non-Dial Customers, and the AT&T Global Network Client VPN Report. Any such reports are provided for informational and trending purposes only. There is no additional help desk support or network analysis support for these reports. These reports may contain errors and shall not be relied on by the Customer as an accurate representation of Customer or Users use of the Service. Accordingly, AT&T does not warrant accuracy of the content of such reports. AT&T reserves the right to change the content and format of these reports at any time without notice. The reports are currently available at https://focus.attglobal.com or any other location AT&T may designate in the future. AT&T will authorize a limited number of users to access to this web site. The reports are available at no additional charge to Customers who meet a minimum of 100 active User IDs. The Global Network Accessibility Service Level Reports describe the dial-up network accessibility experience of Client users. The report shows the total number of dial attempts, the successful connections, and the access success rate. Separate report segments are provided to show the information broken down by Customer account, by geography and country, and by access point of presence for Customer specific reports. Reports are specific to a given Customer and show the network accessibility of the Customer users in each country where the Service has been used. For Customers not using the Client, reports are not specific to the Customer, but reflect the aggregate accessibility information collected for the selected features from all Customers. The AT&T Global Network Client VPN Report includes data about total tunnel connects, successful tunnel connects, network access failures, tunnel access failures, user access failures, and VPN accessibility.
SD-6. Self-Service Tools for the Customer Point of Contact

To assist CPOCs in their role, AT&T provides a number of self-service tools. These tools empower the CPOC to administer the Service without contacting AT&T. These tools are available through an AT&T Customer web portal called AT&T BusinessDirect (https://www.businessdirect.att.com). CPOCs work with the AT&T sales representative to obtain BusinessDirect User IDs.
SD-6.1. Direct Registration Facility

AT&T will provide to Customers a web-based order facility for DRF of end users. The DRF permits the CPOC direct access, on Customers behalf, to activate, manage and control User IDs. The CPOC will be able to provide new User IDs, make changes on existing User IDs, or delete existing User IDs within their authorized area of competence. Cross-customer administration capability, if utilized, means that changes administered by a CPOC for users in another country may have a billing impact in the country where these users reside. Therefore, CPOCs should be aware that their actions may affect billing in other countries, which will be reflected on the local monthly invoice(s). The DRF is offered to the Customer at no additional cost to the Customer. If for any reason, the DRF does not perform correctly (i.e. by not allowing the CPOC to activate, manage or change the User IDs as desired), AT&T will not be liable for any damage or loss arising out of or relating to the Customers inability to use or access DRF. For Service elements ordered through DRF, the service activation date is the date that the order is placed by the customer in DRF. Please note that DRF is not available in all countries.
SD-6.2. Billing Data on the Web

Billing Data on the Web (BDOW) is a web-based, self-service tool that allows CPOCs to view remote access usage information on an account and User ID level. Usage information is available on a month to date basis and two months of history. BDOW is not available in Asia Pacific region or may not be available in other countries. Contact your AT&T Representative for further information.
SD-6.3. Administration Tools for Service Manager

The Administration Tools for Service Manager Application, available via Business Direct, allows CPOCs to perform password resets and retrieve a list of User IDs in an account for the Remote Access feature. Although the Administration Tools for Service Manager application can perform many functions, it is strongly recommended that use be limited to password resets and retrieving a User ID list.
SD-7. Customer Care and Maintenance

Customer Care help desk support is generally available:

Asia Pacific: 24 hours per day, 7 days per week. A local help desk is provided in English as the only supported language unless otherwise specified in Country Specific Provisions. Europe, Middle East, and Africa: centralized Customer Access Management Centers provide support 24 hours per day, 7 days per week in six (6) languages: Dutch, English, French, German, Italian and Spanish unless otherwise specified in Country Specific Provisions. Canada: 24 hours per day, 7 days per week in two (2) languages: English and French. Latin America: 24 hours per day, 7 days per week in two (2) languages: Spanish. In Brazil, support is also provided in Brazilian Portuguese. United States: 24 hours per day, 7 days per week in English. English and
In other countries, schedules vary. It should be noted that local call-out procedures with local carriers are supported only during business hours. The Customer should contact the AT&T sales representative for information. Help desk hours are subject to change without prior notice.
SD-7.1. General Maintenance

The Service is available 24 hours a day, seven days a week, 365 days a year except for maintenance outages which may occur during scheduled maintenance activity. AT&T uses a scheduled maintenance window to upgrade equipment, software, and facilities which may add capacity, new features, resiliency, among other things, and which may provide fixes to known problems to help support network performance. In addition, AT&T may perform extended maintenance up to four times per year, and AT&T may need to schedule planned maintenance at other times due to, for example, government inspections or power maintenance. AT&T will use reasonable efforts to give Customers at least 30 days prior notice of such scheduled or extended maintenance. However, AT&T reserves the right to perform maintenance at any time in order to maintain the performance of the network.
Service Level Agreements (SLA) SLA-1. General ANIRA SLA Terms

ANIRA offers SLAs for the US and Most of World regions, providing global coverage. While AT&T does not guarantee performance objectives, AT&T will provide credits to an eligible Customer when a performance objective is not met. There are SLAs to cover SoHo devices, VIG infrastructure, and dial connections made using the Client. The Customer must be setup in the SLA system by a member of their AT&T account team prior to receiving or submitting a request for credit.
The SLAs for SoHo devices and VIG infrastructure are reactive, requiring the Customer to submit a request for credit when an SLA is not met. The SLA for the Client is proactive, so no customer involvement is necessary. Each month an automatic calculation is performed to determine if the SLA was met.
SLA-2. Service Level Agreements

AT&T provides the following SLAs subject to limitations set forth below.
SLA-2.1. Service Level Agreements for Small Office/Home Office (SoHo) SLA-2.1.1. Small Office/Home Office Device Availability at the Site
AT&T provides a 99.9% SoHo Device availability at the site. SoHo Device is considered available for purposes of determining whether an outage has occurred if AT&T is able to communicate with such Device via a management tunnel. If a Customer experiences one or more outages of a SoHo Device in any calendar month totaling 43 minutes or more ("SoHo Device Availability"), then Customer will be eligible for a credit of 3% of the discounted ANIRA Monthly Charges for the affected SoHo Device. Note: Mean-Time-To-Repair (MTTR) and Mean-Time-To-Restore SLA commitments are not supported for ANIRA.
SLA-2.1.2. Virtual Interface Gateway and Private Network Connection Availability

AT&T provides a 99.99% PNC availability. PNC is considered available for purposes of determining whether an outage has occurred if AT&T is able to communicate with such Device via a management tunnel. If a Customer experiences one or more outages of a PNC in any calendar month totaling 4.3 minutes or more ("PNC Availability"), then Customer will be eligible for a credit of 3% of the discounted ANIRA Monthly Charges for the affected PNC.
Note: MTTR and Mean-Time-To-Restore SLA commitments are not supported for ANIRA.
SLA-2.1.3. Small Office/Home Office Device and Broadband Access Service Availability
AT&T provides a 99.9% availability of SoHo Device and AT&T broadband access bundled together. SoHo Device and broadband access each are considered available for purposes of determining whether an outage has occurred if AT&T is able to communicate with such Device via a management tunnel and/or broadband access is available. AT&T offers 99.99% service availability if dial back up is enabled on the SoHo Device. If a Customer experiences one or more outages of either SoHo Device or broadband access unavailability in any calendar month totaling in excess of 43 minutes and/or 4.3 minutes service availability if dial back up is enabled on the SoHo Device, then Customer will be eligible for a credit of 3% of the discounted ANIRA Monthly Charges for the broadband access service and the SoHo Device.
Note: MTTR and Mean-Time-To-Restore SLA commitments are not supported for ANIRA.
SLA-2.1.4. Small Office/Home Office SLA Claims Process

As a reactive claim, in order for a Customer to be eligible to receive a credit under an ANIRA SLA: Customer must have experienced an outage of the Service which occurs when AT&T cannot detect the existence of an AT&T managed PNC or device and AT&T cannot communicate with the PNC or device either (a) directly over the primary Internet connection or (b) via a modem for the out of band connection (Outage). An Outage only occurs when AT&T or third party Internet access or Internet egress is functioning properly, and both of the conditions (a & b specified herein) occur during the Outage. PNC is the combination of the VIG and the PNC (egress). The CPOC must notify AT&T Customer Care immediately of an outage via the applicable tollfree Customer Care number. AT&T Support Center (maintained by AT&T and available 24x7) will investigate the reported outage and assign a trouble ticket number to the incident. A trouble ticket is the individual incident report which AT&T opens for each outage or other issue with the Service. All credit requests must be entered by the Customer via the Integrated SLA Offer Management (ISOM) tool available on AT&T BusinessDirect (https://www.businessdirect.att.com). Customers must be registered for access to the ISOM tool by their sales representative. Customers must include the following information in the credit request: The specific SLA subject to the credit. The date of the occurrence for which a credit is due. The trouble ticket(s) for the occurrence.
The following business rules in ISOM must be adhered to in order to correctly submit an AOTS ticket. If Customer does not comply with all of the business rules in the AOTS ticket, the Customer may not be eligible for corresponding credit claim:
AOTS Ticket: Resolution Service Impact field must list YES. AOTS Ticket: Resolution Request Type must list Fault. AOTS Ticket: Severity field must list 1 or 2. AOTS Ticket: Ticket Role field must list Main. AOTS Ticket: Cross-check the OrgAccount against the ISOM profile. One Ticket = One Claim. Duplicate credit requests are not accepted. An AOTS Ticket must exist. AOTS Tickets must be associated with the ANIRA service.
SLA-2.2. Service Level Agreement for the Client Network Accessibility

The Network Accessibility SLA measures dial connections to the AT&T dial POPs from the Client, and provides a proactive credit if certain targets are not met. The Client enables the tracking of information that makes it possible to calculate these measurements and provide an SLA. This SLA is available, at no additional charge, to customers that have a minimum of 100 active Client users using dial access in a given month. The SLA for successful dial connections is 95% for tier one countries and 90% for tier two countries. SLA does not apply for countries not listed in section "Client Dial Network Accessibility - List of Country Tiers." AT&T may change the tier list of countries without prior notice. Each of the tiers is considered to be a separate SLA. For example, a customer that has end users in countries that fall into tier 1 and into tier 2 will have a 95% SLA for the tier 1 countries and a 90% SLA for the tier 2 countries. The monthly service level attainment for each tier is determined by using all attempted dial connections in all countries within a given tier. AT&T will provide a credit to Customer when such credit is due under the terms of this SLA, in the event that AT&T does not meet the monthly target in a tier. SLA credits are determined at the country tier and account level. Customer's CPOC or its authorized users may review a monthly summary report of network accessibility, located at https://focus.attglobal.com.
SLA-2.2.1. Client Dial Network Accessibility List of Country Tiers

Tier 1 (95%) list of regions and countries: Asia Pacific: Australia, Hong Kong, New Zealand
EMEA: Austria, Belgium, France, Germany, Irish Republic, Netherlands, Spain, South Africa, Switzerland, United Kingdom Latin America: Argentina North America: Canada, United States Tier 2 (90%) list of regions and countries:
Israel,
Luxembourg,
Asia Pacific: Indonesia, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand EMEA: Croatia, Czech Republic, Denmark, Finland, Greece, Hungary, Italy, Norway, Pakistan, Portugal, Romania, Slovak Republic, Slovenia, Sweden, Turkey Latin America: Brazil, Chile, Columbia, Ecuador, Netherlands Antilles, Peru, Venezuela
SLA-2.2.2. Client Dial Network Accessibility Measurements

The SLA measurement for each tier individually is calculated monthly by dividing the total number of Successful Logins by the total number of Successful Logins plus network failures for which AT&T is responsible. The result is defined as the Call Success Rate or CSR. A Successful Login is defined as one that makes a connection to the AT&T Global Network. A log in will be considered successful if the user is authenticated.
SLA-2.2.3. Client Dial Network Accessibility SLA Credit Calculations

In calculating the Worldwide customer activity CSR, a customer connection attempt is included if it is initiated (a) by a User in a customer account included in the customer's list of covered accounts, and (b) by dialing a phone number located in a country which supports the SLA. As a proactive claim, a credit will apply if the CSR falls below the SLA in either tier one, tier two, or both, during the relevant month. When the CSR falls below the SLA for a subject tier, the following steps are performed for connectivity activity in each customer account: Note: For example, customer account ATAP registered in the US and traveling (roaming) activity in the United Kingdom (UK), then the calculations are done for the account in US and in the UK in the aggregate, since both US and UK are in tier 1. 1) Calculate the Base Line Credit (BLC) percentage. This is the positive difference between the target CSR and the CSR of the account in the country tier of activity. If the CSR is met for the account in the country tier of activity, no credit is issued and the credit calculation stops here. For example, in the case of tier 1, if in a given month the aggregate CSR fell below the target of 95% and the CSR of the ATAP account in tier I were 94%, the BLC would be determined as follows:
BLC = Target CSR - Actual CSR = 95.0% - 94.0% = 1.0% 2) Determine the Line-Item Weight (LW) ratio in for the subject account and subject tier where the BLC is positive. The LW ratio is the percentage of the calls made in the subject account in the subject tier of activity as measured against all calls made across the world for the subject account. 3) Determine the Escalation Factor (EF). The credit for non-achievement of the target CSR for a subject tier is a progressive credit. The EF is based on the number of consecutive months that the target CSR levels have not been met for a subject tier as detailed in the following chart:
Escalation Factor Chart Table Consecutive Months SLA Missed One month Two months Three or more consecutive months Percent to be used in the credit calculation 25% 50% 100%
4) When a positive BLC exists, determine the applicable credit percentage. This is calculated by multiplying the Base Line Credit by the Escalation Factor by the Line-Item Weight Ratio. 5) The amount of the credit due to Customer is determined by multiplying the credit percentage by the sum (after all applicable discounts) of the Client dial related charges.
SLA-2.3. SLA Exclusions and Limitations

AT&T is not responsible for failure to meet an SLA resulting from: (1) negligent conduct or misuse of Service by Customer or Users; (2) acts outside AT&Ts control, including, but not limited, to customer directed activities, natural disasters, changes resulting from government, political, or other regulatory actions, strikes or labor disputes, acts of civil disobedience, acts of war, acts against parties (including carriers and other vendors to AT&T), and other force majeure conditions; (3) Failure or deficient performance of power, equipment, services or systems not provided by AT&T; and (4) Delay caused or requested by Customer. AT&T is not responsible for failure to meet an SLA resulting from service interruptions, deficiencies, degradations or delays: (1) Due to access lines or CPE when provided by third parties.(2) During any period in which AT&T or its agents are not afforded access to the premises where access lines associated with Service are terminated or AT&T CPE is located; (3) During any period when a Service Component or device is removed from Service for maintenance, replacement, or rearrangement purposes or for the implementation of a Customer order; and (4) In investigating and/or fixing a trouble affecting a non-US Service Component due to the hours of operation of the local access provider in the country for which Customer is reporting a trouble.
In any calendar day, Customer may receive a maximum of one credit with respect to any particular Site for the limited guarantees for SoHo Device Availability and PNC Availability, respectively. In any calendar year, Customer's aggregated credits with respect to any particular site may not exceed one month's worth of the Monthly Charges for the PNC and SoHo Device in question. All claims for Outages made by Customer are subject to review and verification by AT&T. Claims for credits may be made only by Customers whose PNC and SoHo Device are fully managed and maintained by AT&T. Trouble Tickets, where the Outage cannot be verified with AT&T's standard diagnostic procedures, do not count towards the limited guarantees for SoHo Device Availability and PNC Availability. The duration of an Outage will be determined by summing the amount of time Trouble Tickets are open with the appropriate AT&T Customer Care organization for the PNC or device in question in any given month. The time starts with the opening of a Trouble Ticket by AT&T Customer Care and ends when AT&T Customer Care makes its first attempt to notify Customer of the restoration of the Service. The Service Level Agreements for SoHo Device Availability and PNC Availability will take effect in the calendar month following Customer's first use of the PNC or SoHo Device, respectively at such location. The PNC and/or SoHo Device Monthly Charges that will be the subject of the credit will be the Monthly Charges for such PNC and/or Device, as applicable (excluding any port or any local access or other charges). The deadline for requesting a credit for the SoHo Device Availability and PNC Availability SLAs is the last day of the month following the date when the outage was corrected at a Customer location. ANIRA SoHo SLAs are reactive, meaning that the Customer must within a specified period of time report to AT&T any event that could lead to an SLA claim. Any and all Service and site locations of non-AT&T providers are not covered under ANIRA SLAs. AT&T will not be responsible for failure to meet the Client Network Accessibility SLA and shall not be obligated to provide any credits, because of: (1) Log-in issues attributable to the use by Customer of third party authentication. (2) AT&Ts inability to distinguish between a User error and a service problem (3) Customers failure to be on a currently supported version of the Client or a version which AT&T support has requested to be used in certain circumstances. (4) Failures in the measurement systems that affect the calculation and comparison of SLAs to actual results. Client Network Accessibility SLA requires: (1) There to be at least one hundred Active Users in the subject tier. An Active User is an individual Customer User who had valid dial attempts during the month; (2) The user to allow the auto-connect sequence to complete
uninterrupted. The auto-connect sequence is a set of steps that the Client automatically follows when connecting to the global network using dial; and (3) Auto-800 must be enabled, wherever it is provided by AT&T, which allows for a Toll Free/800 number to be automatically dialed if a connection is not successful on the primary number. This feature will be enabled at no additional charge. AT&T Extended Access points of presence (POPs) are not included in the Client Network Accessibility SLA. In no event will AT&T be obligated to provide an SLA credit of more than 100% of the applicable monthly charges for failure to achieve any of the stated SLA. AT&Ts obligations to apply any credit due hereunder shall be offset by any unpaid amounts for services rendered in the applicable months. AT&Ts provision of a credit to the Customer does not relieve Customer of payment obligations for Services rendered. Customer agrees that the sole and exclusive remedy for AT&Ts failure to meet any SLA is the credit as specified.
Pricing (P)
The pricing set forth herein and/or in the Customer's Service Agreement apply only to the Service provided within the country unless otherwise specified. Not all services, features or speeds are available in all countries. Pricing and country availability may be subject to change from time to time. Additional charges may apply for services or features not specified in the Customer's Service Agreement, including location changes and professional services. Please contact the AT&T sales representative for Service availability information.
P-1. Charge Types

The Customers usage of the Service will generally incur the following types of charges: Installation Charges: One time set up and installation charge per SoHo Site. This charge is due and payable upon the Service Activation Date for each Service component at such Site. One time charges may differ within regions. Monthly Charges: Monthly recurring charges are applicable per site for VPN network management and any AT&T CPE. Monthly recurring charges are also applicable for use of the Client. Monthly charges are due and payable on a monthly basis or otherwise as may be stated in the applicable Agreement. Such charges shall start on the Service Activation Date and shall be pro-ratable. Usage Charges: Charges for local or nationwide dial access (analog or ISDN), Extended Access and/or the connectivity features are on a per access basis. Per access hourly charges are measured from the start of the connection to the network until the connection is terminated. Dial access charges, on a per access basis, are computed using a 1/100 hour
(36 second) minimum and 1/100 hour minimum increments. charge is adjusted to the next hundredth digit.
The resulting per access
Local ISDN dial access charges are incurred for the total amount of B channel time during a connection. For example, using only one B channel for an hour would incur charges for one hour of connect time. If two B channels are used at the same time, whether separately or bundled together for one hour, the charges incurred would be for two hours of connect time. Local ISDN dial access is limited to selected cities and countries. Usage Surcharges: Charges for Global Roaming/Traveling User Support Option or 800, 8xx, or Toll-Free usage are in addition to local analog dial and local ISDN dial access charges. These dial access surcharges are computed in the same manner as described in the Usage Charges section above.
Customers are responsible for their own alternate ISP, carrier, ISDN and any local telephone company charges that may be incurred when accessing the Service. The Service will show AT&T Network-based IP VPN Remote Access (ANIRA) WiFi and ANIRA Extended Access as a description on the Customer's invoice.
P-2. Charges
Charges are grouped by currency (USD, EUR, other) and then by country. Current ANIRA charges effective April 2009. The countries and applicable currency are as follows:
Argentina (USD) Australia (AUD) Austria (EUR) Belgium (EUR) Brazil (USD) Bulgaria (USD) Canada (CAD) Chile (USD) China (CNY) Colombia (USD) Croatia (USD) Cyprus (CYP) Czech Republic (USD) Denmark (DKD) Ecuador (USD) Greece (EUR) Hong Kong (USD) Hungary (USD) India (USD) Indonesia (USD) Ireland (EUR) Israel (USD) Italy (EUR) Japan (JPY) Korea (South) (KRW) Latvia (EUR) Lithuania (EUR) Luxembourg (EUR) Malaysia (MYR) Mexico (USD) Pakistan (USD) Panama (USD) Peru (USD) Philippines (USD) Poland (USD) Portugal (EUR) Romania (USD) Russian Federation (USD) Singapore (SGD) Slovakia (USD) Slovenia (USD) South Africa (ZAR) Spain (EUR) Taiwan (TWD) Thailand (THB)
Estonia (EUR) Finland (EUR) France (EUR) Germany (EUR)
Netherland Antilles (USD) Netherlands (EUR) New Zealand (NZD) Norway (NOK)
Turkey (USD) United Kingdom (GBP) Venezuela (USD)
P-2.1. Remote Access and Basic Charges P-2.1.1. Countries in USD Currency
Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS) VPN Management Fee (3rd Party Access) (MRC) Third Party Authentication Server Setup (OTC)
United States 3.50
Argentina 3 30
Brazil 3 30 45 3 4.80 6 15
Bulgaria (L2TP) 2.47 26.75 35.66 2.86 3 2.47
Chile 3 30 45 3 4.80 6 15
Colombia NOTES 3 30 45 3 4.80 6 15 <N/A> <N/A>
35.95 2.50 4.80 6 10
45 3 4.80 6 15
1500
1500
1500
1500
1500
<N/A>
Croatia Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS) 2.47 26.75 35.66 2.86 3 2.47
Czech Republic 2.47 26.75 35.66 2.86 3 2.47
Ecuador 3 30 45 3 4.80 6
Hong Kong 2.50 25 40 3 3 4.50
Hungary 2.47 26.75 35.66 2.86 3 2.47
India NOTES 2.50 25 40 3 3 4.50 <TBO> <TBO> <TBO> <TBO> <TBO>
Croatia Feature/Option VPN Management Fee (3rd Party Access) (MRC) Third Party Authentication Server Setup (OTC) 13.20
Czech Republic 13.20
Ecuador 15
Hong Kong 16
Hungary 13.20
India NOTES 16 <TBO>
1500
1500
1500
1000
1500
1000
<TBO>
Indonesia Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS) VPN Management Fee (3rd Party Access) (MRC) Third Party Authentication Server Setup (OTC) 2.50 25 40 3 3 4.50 16
Israel 2.47 26.75 35.66 2.86 3 2.47 13.20
Mexico 3 30 45 3 4.80 6 15
Netherlands Antilles 3 30 45 3 4.80 6 15
Pakistan (L2TP) 2.47 26.75 35.66 2.86 3 2.47
NOTES <N/A> <N/A> <N/A> <N/A> <N/A>
<N/A>
1000
1500
1500
1500
1500
Panama Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS) VPN Management Fee (3rd Party Access) (MRC) 15
Peru 3 30 45 3 4.80 6 15
Philippines 2.50 25 40 2.50 3 4.50 16
Poland (L2TP) 2.47 26.75 35.66 2.86 3 2.47
Romania NOTES 2.47 26.75 35.66 2.86 3 2.47 13.20 <TBO> <TBO> <TBO> <TBO> <TBO> <TBO> <N/A> <TBO>
Panama Feature/Option Third Party Authentication Server Setup (OTC) 1500
Peru 1500
Philippines 1000
Poland (L2TP) 1500
Romania NOTES 1500 <TBO>
Russian Federation (L2TP) 3.66 42.66 54.85 3.66 3 3.05
Slovakia
Slovenia
Turkey
Venezuela NOTES
2.47 26.75 35.66 2.86 3 2.47 13.20
2.47 26.75 35.66 2.86 3 2.47 13.20
2.47 26.75 35.66 2.86 3 2.47 13.20
3 30 45 3 4.80 6 15
1500
1500
1500
1500
1500
P-2.1.2. Countries in EUR Currency

Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS)
Austria 2.50 30 40 3 3 2.50
Belgium 2.50 30 40 3 3 2.50
Estonia 2.50 30 40 3 3 2.50
Finland 2.50 30 40 3 3 2.50
France 2.50 30 40 3 3 2.50
Germany 2.50 30 40 3 3 2.50
NOTES
Feature/Option VPN Management Fee (3rd Party Access) (MRC) Third Party Authentication Server Setup (OTC)
Austria 12
Belgium 12
Estonia 12
Finland 12
France 12
Germany 12
NOTES
1500
1500
1500
1500
1500
1500
Greece Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS) VPN Management Fee (3rd Party Access) (MRC) Third Party Authentication Server Setup (OTC) 2.50 30 40 3 3 2.50 12
Ireland 2.50 30 40 3 3 2.50 12
Italy 2.50 30 40 3 3 2.50 12
Latvia (L2TP) 2.50 30 40 3 3 2.50
Lithuania (L2TP) 2.50 30 40 3 3 2.50
NOTES
<N/A>
1500
1500
1500
1500
1500
Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS) VPN Management Fee (3rd Party Access) (MRC)
Luxembourg 2.50 30 40 3 3 2.50 12
Netherlands 2.50 30 40 3 3 2.50 12
Portugal 2.50 30 40 3 3 2.50 12
Spain 2.50 30 40 3 3 2.50 12
NOTES
Feature/Option Third Party Authentication Server Setup (OTC)
Luxembourg 1500
Netherlands 1500
Portugal 1500
Spain 1500
NOTES
P-2.1.3. Countries in Other Currencies

Australia AUD 4.20 42 67 4.50 5 5.92 30
Canada CAD 3.75
China CNY 21 422
Cyprus CYP 1.41 17.25 23 1.63 1.69 1.41 6.75
Denmark DKD 19 220 300 22 22.50 19 90
Japan JPY 750 4500 6000 750 500 180 3000
NOTES <TBO> <N/A> <TBO> <TBO> <TBO> <TBO> <TBO> <TBO>
49.50 3.75 7.50 8.45 18
546 26 21 32 132
1600
2500
844
11250
180000
<N/A>
Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS)
Korea (South) KRW 3500 31190 49900 3500 3750 4300
Malaysia MYR 8.75 88 140 8.75 10 16.52
New Zealand NZD 4.50 46 73 5 5.50 6.98
Norway NOK 19 144 240 22 23.50 19
Singapore SGD 4.50 45 71 5 5.30 7.09
South Africa ZAR 27.20 320 427 31.56 32 27.20
NOTES
Feature/Option VPN Management Fee (3rd Party Access) (MRC) Third Party Authentication Server Setup (OTC)
Korea (South) KRW 19000
Malaysia MYR 55
New Zealand NZD 30
Norway NOK 91.20
Singapore SGD 30
South Africa ZAR 130
NOTES
1170000
3500
1700
11340
1800
11300
Sweden SEK Feature/Option Local Dial Access (Analog/ISDN) (HC) 50 Hour Plan (MRC) 150 Hour Plan (MRC) Excess Hours (HC) Global Roaming (HS) Toll Free (HS) VPN Management Fee (3rd Party Access) (MRC) Third Party Authentication Server Setup (OTC) 23 280 370 26.52 29 23 110
Switzerland CHF 3.59 44.35 59 4.17 4.31 3.59 17.24
Taiwan TWD 90 870 1400 90 105 150 560
Thailand THB 80 810 1300 80 95 155 500
United Kingdom GBP 1.60 18.49 24.65 1.86 1.93 1.60 7.70
NOTES
14000
2155
35000
32500
1000
P-2.1.4. Remote Access Table Notes

Notes: HC HS L2TP Hourly Charge Hourly Surcharge Remote Access Dial Connectivity (or AT&T Dial) for the following countries only use the Internet Protocol L2TP VPN Tunneling (IPSec Tunneling is not supported): Bulgaria, Latvia, Lithuania, Pakistan, Poland, Russian Federation Monthly Recurring Charge
MRC
OTC <N/A> <TBO>
One-Time Charge Pricing or feature not available at this time. A separate agreement may be required for feature in the following Countries: China, Indonesia, Japan, Philippines
P-2.2. Extended Access Charges (Hourly Charge per User ID)

Note: For countries not listed in tables below, Extended Access may not available at this time or a separate agreement may be required.
P-2.2.1. Countries in USD and EUR Currencies

Feature Analog USA Analog MOW Toll Free Western Europe Toll Free Asia Pacific Toll Free ROW USD
USD 5.95 5.95 9.10 11.70 16.90
EUR 4.60 4.60 7.06 9.07 13.10
NOTES <TBO> <TBO> <TBO> <TBO> <TBO>
United States, Argentina, Brazil, Chile, Colombia, Croatia, Czech Republic, Ecuador, Hong Kong, Hungary, India, Indonesia, Israel, Mexico, Netherlands Antilles, Panama, Peru, Philippines, Romania, Slovakia, Slovenia, Turkey, and Venezuela Austria, Belgium, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, and Spain
EUR

Feature/Option Analog USA Analog MOW Toll Free Western Europe
Australia AUD 7.72 7.72 11.59
Canada CAD 7.03 7.03 10.70
China CNY 46 46 70
Cyprus CYP 2.66 2.66 4.08
Denmark DKD 34.22 34.22 52.56
NOTES
Feature/Option Toll Free Asia Pacific Toll Free ROW
Australia AUD 14.90 21.52
Canada CAD 13.76 19.87
China CNY 90 130
Cyprus CYP 5.24 7.57
Denmark DKD 67.58 97.62
NOTES
Japan JPY Feature/Option Analog USA Analog MOW Toll Free Western Europe Toll Free Asia Pacific Toll Free ROW 800 800 1180 1500 2500
Korea (South) KRW 5609 5609 8525 10961 15837
Malaysia MYR 20.83 20.83 31.86 40.96 59.17
New Zealand NZD 8.64 8.64 13.17 16.94 24.48
Norway NOK NOTES 37.41 37.41 58.84 75.65 109.27 <TBO> <TBO> <TBO> <TBO> <TBO>
Feature/Option Analog USA Analog MOW Toll Free Western Europe Toll Free Asia Pacific Toll Free ROW
Singapore SGD 9.15 9.15 14 18 26
South Africa ZAR 43.44 43.44 65.70 84.47 122.01
Sweden SEK 41.53 41.53 63.96 82.24 118.79
Switzerland CHF 7.45 7.45 11.37 14.62 21.11
NOTES
Feature/Option Analog USA Analog MOW Toll Free Western Europe Toll Free Asia Pacific Toll Free ROW
Taiwan TWD 196 196 298 384 555
Thailand THB 190 190 295 380 550
United Kingdom GBP 3.02 3.02 4.62 5.95 8.59
NOTES
P-2.2.3. Extended Access Table Notes

Notes: MOW ROW Toll-Free Most of World: All countries outside the USA. Rest of World: 1) the USA, 2) countries in the Asia Pacific region and 3) countries in Western Europe. Toll Free access is provided in the following countries: Austria, Belgium, Canada, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, Norway, Spain, Sweden, Switzerland, United Kingdom and USA. Toll Free prices for countries which do not offer Toll Free service apply when the user travels to a country which offers Toll Free service. A separate agreement may be required for feature in the following Countries: China, Indonesia, Japan, Philippines
<TBO>
P-2.3. Wi-Fi Access Usage Based Charges (Hourly Charge)

Note: For countries not listed in tables below, Wi-Fi may not available at this time or a separate agreement may be required.

Feature Zone 1 USA Zone 3 USA Zone 2 MOW Zone 4 MOW USD
USD 6.25 1.60 8.25 12.95
EUR 5.29 6.79 1.26 9.86
NOTES <TBO> <TBO> <TBO> <TBO>
EUR

Feature Zone 1 USA Zone 3 USA Zone 2 MOW Zone 4 MOW
Australia AUD 7.93 10.47 2.17 16.48
Canada CAD 7.50 9.90 1.85 15.16
China CNY 48 64 14 100
Cyprus CYP 2.99 3.95 0.77 5.72
Denmark DKD 38 50 10 74.72
Japan JPY 700 900 180 1600
NOTES <TBO> <TBO> <TBO> <TBO>
Feature Zone 1 USA Zone 3 USA Zone 2 MOW Zone 4 MOW
Korea (South) KRW 6414 8467 1557 12151
Malaysia MYR 21.89 28.89 5.60 45.25
New Zealand NZD 8.73 11.53 2.60 19.35
Norway NOK 43.49 57.41 10.94 83.53
Singapore SGD 10.23 13.51 2.53 20.07
South Africa ZAR 38.62 50.98 9.72 93.54
NOTES
Sweden SEK Feature Zone 1 USA Zone 3 USA Zone 2 MOW Zone 4 MOW 47.13 62.21 12.55 91.04
Switzerland CHF 7.81 10.30 1.97 15.65
Taiwan TWD 197 260 52 427
Thailand THB 200 270 50 420
United Kingdom GBP 3.49 4.49 0.92 6.61
NOTES
P-2.3.3. Wi-Fi Table Notes

Notes: MOW Zones <TBO> Most of World: All countries outside the USA. Wi-Fi: Zone 1 US Aggregated Hotspots, Zone 2 MOW Standard Hotspots, Zone 3 US AT&T Owned & Operated Hotspots, Zone 4 MOW Premium Hotspots A separate agreement may be required for feature in the following Countries: China, Indonesia, Japan, Philippines
P-2.4. Wired Ethernet Access Usage Based Charge (per User per 24 hours)
Note: For countries not listed below, Wired Ethernet may not available at this time or a separate agreement may be required.

Feature Zone 1 USA Zone 2 MOW USD
USD 9.94 20.95
EUR 8.25 15.96
NOTES <TBO> <TBO>
EUR

Feature Zone 1 USA Zone 2 MOW
Australia AUD 12.62 26.71
Canada CAD 11.93 24.91
China CNY 77 162
Cyprus CYP 4.76 9.19
Denmark DKD 61 119
Japan JPY 1200 2600
NOTES
Feature Zone 1 USA Zone 2 MOW
Korea (South) KRW 10201 19425
Malaysia MYR 34.81 73.37
New Zealand NZD 13.89 31.31
Norway NOK 69 129.48
Singapore SGD 16.28 32.46
South Africa ZAR 61.43 147.20
NOTES
Sweden SEK Feature Zone 1 USA Zone 2 MOW 74.96 143.03
Switzerland CHF 12.42 25.32
Taiwan TWD 314 686
Thailand THB 320 680
United Kingdom GBP 5.49 10.65
NOTES
P-2.4.3. Wired Ethernet Table Notes

Notes: MOW Zones <TBO> Most of World: All countries outside the USA. Wired Ethernet: Zone 1 the USA, Zone 2 all countries outside the USA. A separate agreement may be required for feature in the following Countries: China, Indonesia, Japan, Philippines
P-2.5. Wireless Access (3G/Cellular) Charges (Monthly Recurring Charge per User)
Note: For countries not listed in tables below, Wireless Access may not available at this time or a separate agreement may be required.

Feature Wireless Access
France 8.45
Germany 8.45
Italy 8.45
Netherlands 8.45
Spain 8.45
NOTES

Feature Wireless Access
Japan (JPY) 1800
United Kingdom (GBP) 5.95
NOTES
P-2.6. Flat Rate Combination Plan (Dial / Wi-Fi / Wired Ethernet) Charges
Note: For countries not listed in tables below, feature may not available at this time or a separate agreement may be required.
P-2.6.1. Countries in USD and EUR Currencies P-2.6.1.1. Combo Plans

Combo Plan Option 50 Hours Dial User Cap,2 WE Days, 6 WiFi Sessions (MRC per UserID) 150 Hours Dial User Cap, 3 WE Days, 6 WiFi Sessions (MRC per UserID) USD
United States
USD 24.95
EUR 19.50
NOTES <N/A><TBO> <N/A>
43.95
Argentina, Brazil, Chile, Colombia, Croatia, Czech Republic, Ecuador, Hong Kong, Hungary, India, Indonesia, Israel, Mexico, Netherlands Antilles, Peru, Philippines, Romania, Slovakia, Slovenia, Turkey, and Venezuela Austria, Belgium, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, and Spain
EUR
P-2.6.1.2. Dial Excess Charges

Dial Excess Hours Hourly Charge USD1 USD2 EUR
United States 2.50
USD1 3.00
USD2 2.86
EUR 3.00
Philippines (USD) 2.50
NOTES <TBO>
Argentina, Brazil, Chile, Colombia, Ecuador, Hong Kong, India, Indonesia, Mexico, Netherlands Antilles, Peru, and Venezuela Croatia, Czech Republic, Hungary, Israel, Romania, Slovakia, Slovenia, and Turkey Austria, Belgium, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, and Spain
P-2.6.1.3. Wi-Fi and Wired Ethernet Excess Charges

Excess Charges Wi-Fi Excess Zone 1 & 3 (per Session) Wi-Fi Excess Zone 2 & 4 (per Session) Wired Ethernet Days (per Excess Day)
USD 6.25 12.95 20.95
EUR 5.29 9.86 15.96
NOTES <TBO> <TBO> <TBO>
USD
United States, Argentina, Brazil, Chile, Colombia, Croatia, Czech Republic, Ecuador, Hong Kong, Hungary, India, Indonesia, Israel, Mexico, Netherlands Antilles, Peru, Philippines, Romania, Slovakia, Slovenia, Turkey, and Venezuela Austria, Belgium, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, and Spain
EUR
P-2.6.2. Countries in Other Currencies P-2.6.2.1. Combo Plans and Excess Charges
Feature 50 Hrs Dial User Cap, 2 WE Days, 6 WiFi Sessions (MRC per UserID) 150 Hrs Dial User Cap, 3 WE Days, 6 WiFi Sessions (MRC per UserID) Dial Excess Hours (HC) Wi-Fi Excess Zone 1 & 3 (per Session) Wi-Fi Excess Zone 2 & 4 (per Session) Wired Ethernet Days (per Excess Day)
Australia AUD 32.80
Canada CAD
China CNY 506
Cyprus CYP 11.21
Denmark DKD 145.34
Japan JPY 2800
NOTES <N/A> <TBO>
48.91
<N/A>
4.50 7.93 16.48 26.71
3.75 7.50 15.16 24.91
26 48 100 162
1.63 2.99 5.72 9.19
22 38 74.72 119
750 700 1600 2600
<TBO> <TBO> <TBO> <TBO>
Feature 50 Hrs Dial User Cap, 2 WE Days, 6 WiFi Sessions (MRC per UserID) Dial Excess Hours (HC) Wi-Fi Excess Zone 1 & 3 (per Session) Wi-Fi Excess Zone 2 & 4 (per Session) Wired Ethernet Days (per Excess Day)
Korea (South) KRW 23540
Malaysia MYR 87.38
New Zealand NZD 40.25
Norway NOK 151.89
Singapore SGD 39.46
South Africa ZAR 159.91
NOTES
3500 6414 12151 19425
9.50 21.89 45.25 73.37
5 8.73 19.35 31.31
22 43.49 83.53 129
5 10.23 20.07 32.46
31.56 38.62 93.54 147.20
Sweden SEK Feature 50 Hrs Dial User Cap, 2 WE Days, 6 WiFi Sessions (MRC per UserID) Dial Excess Hours (HC) Wi-Fi Excess Zone 1 & 3 (per Session) Wi-Fi Excess Zone 2 & 4 (per Session) Wired Ethernet Days (per Excess Day) 183.57
Switzerland CHF 30.23
Taiwan TWD 789
Thailand THB 810
United Kingdom GBP 13.28
NOTES
26.52 47.13 91.04 143.03
4.17 7.81 15.65 25.32
90 197 427 686
80 200 420 680
1.86 3.49 6.61 10.65
P-2.6.3. Flat Rate Combination Plan Table Notes

Notes: Plans 50 Hours Dial User Cap,2 WE Days, 6 WiFi Sessions Combo Plan available in the countries listed above. Only Canada and United states have the 150 Hours Dial User Cap, 3 WE Days, 6 WiFi Sessions Combo Plan. Hourly Charge
HC
MRC MOW Zones
Monthly Recurring Charge Most of World: All countries outside the USA. Wired Ethernet: Zone 1 the USA, Zone 2 all countries outside the USA. Wi-Fi: Zone 1 US Aggregated Hotspots, Zone 2 MOW Standard Hotspots, Zone 3 US AT&T Owned & Operated Hotspots, Zone 4 MOW Premium Hotspots Pricing or feature not available at this time. A separate agreement may be required for feature in the following Countries: China, Indonesia, Japan, Philippines
<N/A> <TBO>
P-2.7. Digital Subscriber Line Charges P-2.7.1. Digital Subscriber Line Basic Access Single User Charges
Note: For countries not listed in tables below, the DSL feature may not available at this time or a separate agreement may be required.
P-2.7.1.1. Countries in USD Currency

Feature/Option Standard-Entry (OTC) Standard (OTC) Plus (OTC) Premium (OTC) Standard-Entry (MRC) Standard (MRC) Plus (MRC) Premium (MRC)
Czech Republic
Turkey
NOTES <N/A>
299 256 256 299 299
<N/A>
<N/A> 140 74 93 215 340 <N/A>
P-2.7.1.2. Countries in EUR Currency

Austria
Belgium
Finland
France
Germany
NOTES <N/A>
279 279 279 181 240 240
193 193 193
199 199 199
<N/A> <N/A>
<N/A> 24 34 58 45 27 42 30 31 32 29 30 31 <N/A> <N/A>
Greece
Ireland
Italy
Netherlands
Spain
NOTES <N/A>
170 185 170 230 230 225 225
266 266 266 212 212
<N/A>
<N/A> 40 70 83 51 71 53 77 35 36 39 44 47 <N/A>
P-2.7.1.3. Countries in Other Currencies

Denmark DKD Feature/Option Standard-Entry (OTC) Standard (OTC) Plus (OTC) Premium (OTC) 2223 2223 2223
Norway NOK 2532 2532 2532 2532
Sweden SEK
Switzerland CHF
United Kingdom GBP
NOTES <N/A>
2766 2766 2766 225 163
<N/A> <N/A>
Denmark DKD Feature/Option Standard-Entry (MRC) Standard (MRC) Plus (MRC) Premium (MRC) 521 531 565
Norway NOK 887 915 957 1049
Sweden SEK
Switzerland CHF
United Kingdom GBP
NOTES <N/A>
1024 1432 2202 59 22
<N/A> <N/A>
P-2.7.2. Digital Subscriber Line Enhanced Access Multi-User/ SoHo Charges

P-2.7.2.1. Countries in USD Currency

Section Effective Date: 01-Mar-2012
Czech Republic 855 855 347 347 175 202 136 160
Bulgaria 834 834
Hong Kong
Hungary 604 604
Notes <N/A> <N/A> <N/A> <N/A>
185 185 215 292 78 80 211 245
<N/A> <N/A> <N/A> <N/A>
Feature/Option Standard-Entry (OTC) Standard (OTC) Plus (OTC) Premium (OTC)
Poland 988 988
Romania 910 1371
Slovakia 950
Slovenia 988 988
Turkey
Notes <N/A>
294 294 294
<N/A> <N/A> <N/A>
Feature/Option Standard-Entry (MRC) Standard (MRC) Plus (MRC) Premium (MRC)
Poland 310 508
Romania 336 418
Slovakia 477
Slovenia 212 242
Turkey
Notes <N/A>
156 482 355
<N/A> <N/A> <N/A>
Argentina
Brazil
Chile
Peru
Notes <N/A>
126 126 126
426 151
126 126
181 151 151
<N/A> <N/A> <N/A> <N/A>
181 196 231
421 181
211 191
176 176 221
<N/A> <N/A> <N/A>
P-2.7.2.2. Countries in EUR Currency

Section Effective Date: 01-Mar-2012
Austria 279 279 279
Belgium
Estonia 600 600
Finland
France
Notes <N/A>
193 240 193 193
<N/A> <N/A> <N/A> <N/A>
181 243 53 91 114 48 276
240
37 33 42 39 41
<N/A> <N/A> <N/A>
Feature/Option Standard-Entry (OTC)
Germany
Greece 170
Ireland
Italy
Latvia 600
Notes <N/A>
Feature/Option Standard (OTC) Plus (OTC) Premium (OTC) Standard-Entry (MRC) Standard (MRC) Plus (MRC) Premium (MRC)
Germany 199 199 199
Greece 185 170 170 38
Ireland
Italy
Latvia 600
Notes <N/A> <N/A> <N/A>
230 230
225 225 204 241
<N/A> <N/A> <N/A> <N/A>
30 33 35
76 69 71 51 71 43 66
Lithuania 410 410
Luxembourg 793 793
Netherlands 290 290 290 290
Portugal 850 850
Notes <N/A> <N/A> <N/A> <N/A>
470 795
331 394
63 68 83 92
138 169
<N/A> <N/A> <N/A> <N/A>
Spain
Notes <N/A>
212 212 212
<N/A> <N/A> <N/A> <N/A>
46 48 73
<N/A> <N/A> <N/A>
P-2.7.2.3. Countries in Other Currencies

Australia AUD 314 314 314
Canada CAD 289 154
Cyprus CYP 405 463
Denmark DKD
NOTES <N/A>
2223 2223
<N/A> <N/A> <N/A> <N/A>
289 65 97 100 57 53 77 187 290
2223
534 547 619
<N/A> <N/A> <N/A>
Japan JPY
Norway NOK 2532 2532
South Africa ZAR 13400 13400
Sweden SEK
NOTES <N/A>
2766 2766 2766
<N/A> <N/A> <TBO> <N/A> <TBO> <N/A>
28250 50250
2532 3552 1013 1069 4700 8169
1068 1494 2365
<N/A> <N/A> <TBO> <N/A> <TBO>
15000 18000
1145 1213
Feature/Option Standard-Entry (OTC) Standard (OTC) Plus (OTC) Premium (OTC) Standard-Entry (MRC) Standard (MRC) Plus (MRC)
Switzerland CHF
Taiwan TWD
United Kingdom GBP
NOTES <N/A>
6022 225 225 6022 6022 163
<N/A> <N/A> <N/A> <N/A>
1706 62 2900
<N/A> <N/A>
Feature/Option Premium (MRC)
Switzerland CHF 186
Taiwan TWD 3808
United Kingdom GBP 35
NOTES <N/A>
P-2.7.3. Digital Subscriber Line Table Notes

Notes: MRC OTC <N/A> <TBO> Monthly Recurring Charge One-Time Charge Pricing or feature not available at this time. A separate agreement may be required for feature in the following Countries: China, Indonesia, Japan, Philippines
P-2.8. Small Office Home Office Charges with AT&T Access of Third Party Internet Service Provider Access
P-2.8.1. Countries in USD Currency

Feature/Option Setup Charge (OTC) High-End CPE TM (AT&T NetGate ) (MRC) CCPE (Cisco) (MRC) Dial Backup Analog/ISDN (HC)
United States 99 99
Argentina 150 150
Brazil 150 150
Bulgaria 119
Chile 150 150
NOTES
<N/A>
99 3.50
170 3
170 3
100
170 3 <N/A>
Feature/Option Dial Backup TollFree (HC)
United States 6
Argentina
Brazil
Bulgaria
Chile
NOTES <N/A>
Colombia Feature/Option Setup Charge (OTC) High-End CPE TM (AT&T NetGate ) (MRC) CCPE (Cisco) (MRC) Dial Backup Analog/ISDN (HC) Dial Backup TollFree (HC) 150 150
Croatia 119 75.80
Czech Republic 119 75.80
Ecuador 150 150
Hong Kong 200 120
NOTES
<N/A>
170 3
100 2.47
100 2.47
170 3
140 2.50 <N/A> <N/A>
Feature/Option Setup Charge (OTC) High-End CPE TM (AT&T NetGate ) (MRC) CCPE (Cisco) (MRC) Dial Backup Analog/ISDN (HC) Dial Backup TollFree (HC)
Hungary 119 75.80
India 200 $120
Indonesia 200
Israel 119 75.80
Mexico 150 150
NOTES <N/A> <N/A>
100 2.47
140 2.50
140
100 2.47
170 3
<N/A> <N/A> <N/A>
Feature/Option Setup Charge (OTC)
Netherlands Antilles 150
Panama 150
Peru 150
Philippines 200
Poland NOTES 119 <TBO>
Feature/Option High-End CPE TM (AT&T NetGate ) (MRC) CCPE (Cisco) (MRC) Dial Backup Analog/ISDN (HC) Dial Backup TollFree (HC)
Netherlands Antilles 150
Panama 150
Peru 150
Philippines 120
Poland NOTES <TBO>
170 3
170
170 3
140 2.50
100
<TBO> <N/A> <TBO> <N/A>
Romania 119 75.80
Slovakia 119 75.80
Slovenia 119 75.80
Turkey 119 75.80
Venezuela 150 150
NOTES
100 2.47
100 2.47
100 2.47
100 2.47
170 3 <N/A>

Feature/Option Setup Charge (OTC) High-End CPE TM (AT&T NetGate ) (MRC) CCPE (Cisco) (MRC)
Austria 134 85
Belgium 134 85
Estonia 134 85
Finland 134 85
France 134 85
NOTES
100
100
100
100
100
Feature/Option Dial Backup Analog/ISDN (HC) Dial Backup TollFree (HC)
Austria 2.50 2.50
Belgium 2.50 2.50
Estonia 2.50
Finland 2.50 2.50
France 2.50 2.50
NOTES
<N/A>
Germany 134 85
Greece 134 85
Ireland 134 85
Italy 134 85
Latvia 134
Lithuania 134
NOTES
<N/A>
100 2.50 2.50
100 2.50 2.50
100 2.50 2.50
100 2.50 2.50
100
100 <N/A> <N/A>
Luxembourg 134 85
Netherlands 134 85
Portugal 134 85
Spain 134 85
NOTES
100 2.50 2.50
100 2.50 2.50
100 2.50 2.50
100 2.50 2.50

Feature/Option Setup Charge (OTC) High-End CPE (AT&T TM NetGate ) (MRC) CCPE (Cisco) (MRC) Dial Backup Analog/ISDN (HC) Dial Backup Toll-Free (HC)
Australia AUD 290 180 200 4.20
Canada CAD 170 135 135 3.75 8.45
China CNY 1600 1200 1200 21
Cyprus CYP 77 48.90 58.08 1.41
Denmark DKD 997 632 744 19 19
Japan JPY 32000 15000 15000 750 180
NOTES <TBO> <TBO> <TBO> <TBO> <N/A>
Feature/Option Setup Charge (OTC) High-End CPE (AT&T TM NetGate ) (MRC) CCPE (Cisco) (MRC) Dial Backup Analog/ISDN (HC) Dial Backup Toll-Free (HC)
Korea (South) KRW 230600 138400 161400 3500
Malaysia MYR 630 420 490 8.75
New Zealand NZD 320 190 220 4.50
Norway NOK 1068 684 800 19 19
Singapore SGD 350 210 240 4.50
South Africa ZAR 1012 642 755 27.21
NOTES
<N/A>
Sweden SEK Feature/Option Setup Charge (OTC) High-End CPE (AT&T TM NetGate ) (MRC) CCPE (Cisco) (MRC) Dial Backup Analog/ISDN (HC) Dial Backup Toll-Free (HC) 1248 792 920 23 23
Switzerland CHF 198 125.70 154 3.59 3.59
Taiwan TWD 6740 4050 4720 90
Thailand THB 6500 4000 4500
United Kingdom GBP 90 56.45 66 1.60 1.60
NOTES
<N/A> <N/A>
P-2.9. Table Notes

Notes: HC MRC OTC <N/A> <TBO> Hourly Charge Monthly Recurring Charge One-Time Charge Pricing or feature not available at this time. A separate agreement may be required for feature in the following Countries: China, Indonesia, Japan, Philippines
P-2.10. Private Network Connection Monthly Recurring Charges P-2.10.1. United States
PNC Speed 64 Kbps 128 Kbps 192 Kbps 256 Kbps 320 Kbps 384 Kbps 448 Kbps 512 Kbps 576 Kbps 640 Kbps 704 Kbps 768 Kbps 832 Kbps 896 Kbps 960 Kbps 1024 Kbps
Type I 86 156 224 292 360 428 494 560 588 608 628 646 664 682 700 718
Type II 156 256 348 438 568 642 642 672 676 694 704 710 710 712 716 718
Notes
PNC Speed 1536 Kbps 2 Mbps 3 Mbps 4 Mbps 5 Mbps 6 Mbps 7 Mbps 8 Mbps 9 Mbps 10 Mbps 15 Mbps 20 Mbps 25 Mbps 30 Mbps 35 Mbps 40 Mbps
Type I 1014 1248 1316 1756 2194 2632 3070 3508 3946 4384 6330 8438 10548 12650 14766 16876
Type II 1014 1248 1316 1756 2194 2632 3070 3508 3946 4384 6330 8438 10548 12650 14766 16876
Notes
P-2.10.2. Private Network Connection Type I and Type II: Countries in USD and EUR Currencies
PNC Speed 64 Kbps 128 Kbps 192 Kbps 256 Kbps 320 Kbps 384 Kbps 448 Kbps 512 Kbps
EMEA Countries USD 103 201 294 382 465 542 815 682
EMEA Countries EUR 85 165 242 314 381 445 504 560
LA Countries USD 127 247 359 465 563 654 750 842
AP Countries USD 143 277 404 522 632 734 842 946
NOTES
PNC Speed 576 Kbps 640 Kbps 704 Kbps 768 Kbps 832 Kbps 896 Kbps 960 Kbps 1024 Kbps 1536 Kbps 2 Mbps 3 Mbps 4 Mbps 5 Mbps 6 Mbps 7 Mbps 8 Mbps 9 Mbps 10 Mbps 15 Mbps 20 Mbps 25 Mbps 30 Mbps 35 Mbps 40 Mbps
EMEA Countries USD 744 801 852 899 940 976 1007 1033 1519 1984 2937 3714 4541 5328 6075 6781 7629 8275 12412 16549 20182 24219 28255 32292
EMEA Countries EUR 610 657 699 738 771 801 827 848 1246 1628 2409 3047 3726 4371 4984 5563 6259 6789 10183 13577 16558 19869 23181 26493
LA Countries USD 931 1017 1098 1176 1251 1322 1389 1452 2135 2789 4128 5220 6383 7489 8539 9531 10723 11631 17446 23261 28367 34041 39714 45388
AP Countries USD 1046 1141 1233 1321 1404 1484 1559 1631 2397 3131 4634 5860 7166 8408 9586 10701 12039 13058 19587 26116 31848 38218 44588 50957
NOTES
P-2.10.3. Private Network Connection Type I and Type II: Countries in Other Currencies
PNC Speed 64 Kbps 128 Kbps 192 Kbps 256 Kbps 320 Kbps 384 Kbps 448 Kbps 512 Kbps 576 Kbps 640 Kbps 704 Kbps 768 Kbps 832 Kbps 896 Kbps 960 Kbps 1024 Kbps 1536 Kbps 2 Mbps 3 Mbps 4 Mbps 5 Mbps 6 Mbps 7 Mbps 8 Mbps 9 Mbps 10 Mbps 15 Mbps 20 Mbps 25 Mbps
Australia AUD 200 389 567 733 888 1031 1183 1329 1469 1603 1732 1855 1973 2084 2190 2291 3367 4398 6510 8232 10066 11811 13466 15032 16911 18343 27514 36686 44739
Canada CAD 114 221 321 416 503 585 671 753 833 909 982 1052 1119 1182 1242 1298 1910 2494 3692 4668 5708 6698 7637 8525 9590 10402 15603 20804 25371
China CNY
Cyprus CYP 49 96 140 182 222 259 293 325 355 382 406 428 448 465 480 492 724 945 1399 1770 2164 2539 2895 3231 3635 3943 5915 7886 9617
Denmark DKD 630 1229 1797 2333 2837 3310 3751 4161 4539 4886 5201 5484 5737 5958 6147 6305 9268 12105 17918 22657 27706 32508 37065 41374 46546 50487 75730 100973 123138
Japan JPY 15800 30700 44600 57700 69900 81100 93100 104600 115600 126200 136300 146000 155200 164000 172300 180200 264900 346000 512100 647600 791900 929100 1059300 1182500 1330300 1442900 2164400 2885800 3519200
NOTES <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <N/A> <SBID> <N/A> <SBID> <N/A> <SBID> <N/A> <SBID> <N/A> <SBID> <N/A> <SBID> <N/A> <SBID> <N/A> <SBID> <N/A> <N/A> <N/A> <N/A>
PNC Speed 30 Mbps 35 Mbps 40 Mbps
Australia AUD 53686 62634 71582
Canada CAD 30445 35519 40593
China CNY
Cyprus CYP 11541 13464 15387
Denmark DKD 147766 172393 197021
Japan JPY 4223100 4926900 5630800
NOTES <N/A> <N/A> <N/A>
Malaysia MYR PNC Speed 64 Kbps 128 Kbps 192 Kbps 256 Kbps 320 Kbps 384 Kbps 448 Kbps 512 Kbps 576 Kbps 640 Kbps 704 Kbps 768 Kbps 832 Kbps 896 Kbps 960 Kbps 1024 Kbps 1536 Kbps 2 Mbps 3 Mbps 4 Mbps 5 Mbps 6 Mbps 7 Mbps 8 Mbps 500 969 1413 1826 2211 2568 2945 3309 3659 3991 4313 4621 4911 5191 5453 5705 8385 10952 16210 20498 25067 29411 33532 37432
New Zealand NZD 221 429 625 808 978 1136 1303 1464 1619 1767 1909 2045 2175 2298 2414 2525 3712 4848 7176 9074 11095 13019 14843 16569
Norway NOK 714 1392 2034 2640 3211 3747 4246 4710 5138 5531 5888 6209 6494 6744 6958 7136 10491 13702 20282 25646 31361 36797 41954 46833
Singapore SGD 245 476 693 896 1085 1260 1445 1624 1795 1960 2117 2267 2411 2547 2677 2799 4115 5375 7956 10060 12302 14434 16457 18371
South Korea KRW 165888 322297 469226 606676 734647 853138 978739 1099600 1215722 1327104 1433746 1535649 1632812 1725235 1812919 1895863 2786918 3640056 5388101 6813257 8331428 9775542 11145599 12441599
Sweden SEK NOTES 780 1522 2224 2888 3512 4098 4644 5151 5619 6049 6439 6790 7102 7376 7610 7805 11473 14985 22182 28049 34299 40244 45884 51219
Malaysia MYR PNC Speed 9 Mbps 10 Mbps 15 Mbps 20 Mbps 25 Mbps 30 Mbps 35 Mbps 40 Mbps 42112 45677 68515 91354 111404 133687 155969 178248
New Zealand NZD 18640 20218 30328 40437 49313 59176 69039 78901
Norway NOK 52687 57146 85721 114294 139383 167260 195136 223013
Singapore SGD 20667 22417 33625 44834 54675 65610 76545 87480
South Korea KRW 13996799 15181714 22772570 30363427 37028570 44434283 51839997 59245711
Sweden SEK NOTES 57622 62500 93749 124999 152438 182926 213413 243901
PNC Speed 64 Kbps 128 Kbps 192 Kbps 256 Kbps 320 Kbps 384 Kbps 448 Kbps 512 Kbps 576 Kbps 640 Kbps 704 Kbps 768 Kbps 832 Kbps 896 Kbps 960 Kbps 1024 Kbps 1536 Kbps 2 Mbps 3 Mbps
Switzerland CHF 130 254 371 482 586 684 775 860 938 1010 1075 1133 1185 1231 1270 1303 1915 2501 3702
South Africa ZAR 640 1249 1825 2369 2881 3362 3810 4226 4610 4962 5282 5571 5827 6051 6243 6403 9412 12294 18197
Taiwan TWD 4863 9449 13575 17786 21538 25012 28694 32238 35642 38908 42034 45022 47870 50580 53150 55582 81706 106718 157966
Thailand THB 4637 8983 13102 16928 20496 23804 27306 30679 33922 37003 39986 42840 45532 48126 50558 52893 77735 101538 150281
United Kingdom GBP 56 110 160 208 253 296 335 372 405 436 464 490 512 532 549 563 828 1081 1600
NOTES
PNC Speed 4 Mbps 5 Mbps 6 Mbps 7 Mbps 8 Mbps 9 Mbps 10 Mbps 15 Mbps 20 Mbps 25 Mbps 30 Mbps 35 Mbps 40 Mbps
Switzerland CHF 4681 5725 6717 7658 8549 9617 10431 15647 20863 25442 30531 35619 40708
South Africa ZAR 23011 28138 33015 37643 42020 47272 51274 76911 102548 125058 150070 175081 200093
Taiwan TWD 199748 244258 286596 326762 364758 410353 445092 667637 890183 1085589 1302707 1519825 1736943
Thailand THB 190040 232393 272671 310874 347033 390425 423471 635206 846942 1032831 1239410 1445989 1652536
United Kingdom GBP 2023 2474 2903 3310 3695 4157 4509 6763 9017 10997 13196 15395 17595
NOTES
P-2.11. Private Network Connection Table Notes

Notes: <N/A> <SBID> Pricing or feature not available at this time. Special BID may be required for feature in the following Countries: Cyprus
Country-Specific Provisions (CSP) CSP-1. Definitions of Regions CSP-1.1. Standard Regional Definition Table
The following Standard Regional Definition table specifies the select countries in which the Service is available in the following regions:
Country Availability Region Americas Countries within a Region Argentina Brazil Canada Chile Australia China Hong Kong India Austria Belgium Bulgaria Croatia Cyprus Czech Republic Denmark Estonia Finland France Germany Greece Japan United States Colombia Ecuador Mexico Netherlands Antilles Indonesia Malaysia New Zealand Philippines Hungary Ireland Israel Italy Lithuania Luxembourg Latvia Netherlands Norway Pakistan Poland Portugal Panama Peru Venezuela Singapore South Korea Taiwan Thailand Romania Russia Slovakia Slovenia South Africa Spain Sweden Switzerland Turkey United Kingdom
Asia Pacific
EMEA
Japan United States
CSP-1.2. Technical Regional Definition Table

The following Country Availability table specifies the select countries in which the Service is available in the relation to the PNC within the following regions:
Country Availability Region Canada Countries within a Region Canada
Country Availability Region Latin America Countries within a Region Argentina Brazil Chile Colombia China Hong Kong Indonesia India (Single DES only) Australia Austria Belgium Bulgaria Croatia Cyprus Czech Republic Denmark Estonia Finland France Germany Greece United States Ecuador Mexico Netherlands Antilles Japan Malaysia Philippines Singapore New Zealand Hungary Ireland Israel Italy Lithuania Luxembourg Latvia Netherlands Norway Pakistan Poland Portugal Romania Russia Slovakia Slovenia South Africa Spain Sweden Switzerland Turkey United Kingdom Panama Peru Venezuela South Korea Taiwan Thailand
Asia Pacific - North
Asia Pacific - South EMEA
United States
CSP-2. Feature Specific Availability CSP-2.1. Digital Subscriber Line Access

DSL Access is available in the following countries.

DSL Access Country Availability Australia Austria Belgium Finland France Germany Latvia Lithuania Luxembourg Slovenia South Africa Spain
DSL Access Country Availability Canada China Croatia Cyprus Czech Republic Denmark Estonia Greece Hong Kong Hungary Ireland Israel Italy Japan Netherlands Norway Poland Portugal Romania Slovakia Sweden Switzerland Taiwan Turkey United Kingdom United States
CSP-2.2. Toll-Free/800 Access

Toll-Free/800 Access is available in the following countries. Toll-Free charges for countries which do not offer Toll-Free service apply when the user travels to a country that offers TollFree service.
Toll-Free/800 Country Availability Austria Belgium Canada Denmark Finland France Germany Ireland Italy Netherlands Norway Spain Sweden Switzerland United Kingdom United States
CSP-2.3. Extended Access

In the following countries, the Extended Access feature is available only for permanent residents or occasional use by travelers (i.e., no longer than 30 consecutive days or no more than three months in a year).
Extended Access Country Availability Occasional Use By Travelers Albania Angola Argentina Armenia Permanent Residents French Guiana Georgia New Caledonia Nicaragua
Extended Access Country Availability Occasional Use By Travelers Belarus Brunei Egypt Iceland Kuwait Laos Macau Macedonia Madagascar Malta Moldova Morocco Niger Oman Papua New Guinea Qatar United Arab Emirates Vietnam Bahamas Bahrain Bangladesh Barbados Bermuda Bolivia Bosnia and Hercegovina Botswana Brazil Cambodia Cape Verde Cayman Islands Chile China Colombia Costa Rica Croatia Cyprus Czech Republic Denmark Dominican Republic Ecuador El Salvador Eritrea Estonia Permanent Residents Gibraltar Greece Guadeloupe Guatemala Haiti Honduras Hungary India Indonesia Ivory Coast Jamaica Japan Jordan Kenya Luxembourg Malawi Malaysia Martinique Mauritius Mexico Mongolia Mozambique Namibia Nepal Netherlands Antilles Nigeria Panama Paraguay Peru Philippines Portugal Reunion Island Romania Rwanda Saipan Samoa Seychelles Islands Sierra Leone Slovak Republic South Africa South Korea Sri Lanka Tanzania Thailand Togo Trinidad and Tobago United States Uruguay Venezuela Zimbabwe
Extended Access can be reached via Toll-Free numbers and charges vary by the following geographical groupings: Western Europe [countries include Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, and the United Kingdom]
Asia Pacific [countries include Australia, China, Hong Kong, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, and Thailand] Rest of the World [all countries except US, countries in Western Europe and countries in Asia Pacific]
CSP-2.4. Wi-Fi Access

Wi-Fi Access is available in the following countries for permanent residents or occasional use by travelers (i.e., no longer than 30 consecutive days or no more than three months in a year). AT&T may change the list of countries available without prior notice to the Customer.
Wi-Fi Country Availability Occasional Use By Travelers Iceland Kuwait Malta Niger United Arab Emirates Argentina Australia Austria Bahamas Bangladesh Belgium Bermuda Botswana Brazil Canada China Costa Rica Cyprus Czech Republic Denmark Ecuador Finland France French Guiana Georgia Permanent Residents Greece Guadeloupe Hong Kong Hungary India Indonesia Irish Republic Israel Italy Jamaica Japan Jordan Kenya Luxembourg Macau Malaysia Martinique Mexico Netherlands New Zealand Nigeria Norway Panama Peru Philippines Portugal Reunion Island Singapore Slovak Republic South Africa South Korea Spain Sweden Switzerland Taiwan Tanzania Thailand Turkey United Kingdom United States
Wi-Fi Country Availability Occasional Use By Travelers Germany Permanent Residents Nicaragua Venezuela
CSP-2.5. Wired Ethernet Access

Wired Ethernet Access is available in the following countries. AT&T may change the list of countries available without prior notice to the Customer.
Wired Ethernet Country Availability Austria Bahamas Bangladesh Belgium Canada Denmark France Germany Hungary Ireland Italy Luxembourg Netherlands Portugal Spain Switzerland United Kingdom United States
CSP-2.6. Wireless Access

Wireless Access is available in the following countries. AT&T may change the list of countries available without prior notice to the Customer.
Wireless Country Availability France Germany Italy Japan Netherlands Spain United Kingdom
CSP-3. Country-Specific Provisions (CSP) CSP-3.1. General

Service and/or feature availability are subject to local country laws and may be restricted in some countries. Please contact the AT&T sales representative for additional geographic availability information in connection with the features, functions and access options (e.g. AT&T Dial POP access and AT&T Managed Broadband Access), of ANIRA. AT&T, at its sole discretion, may add or remove countries, features, functions, and/or option, without prior notice to Customer.
CSP-3.2. Argentina CSP-3.2.1. Billing

All payments shall be made in US Dollars or in its equivalent in Argentine Pesos at the "vendedor transferencia" (seller transfer) exchange rate published by the Banco Nacin de la Repblica Argentina the day before the payment date. If in the future, by any law, rule or regulation the free circulation of US Dollars is limited or restricted, Customer, irrevocably and unconditionally, agrees to buy the amount of necessary external bonds issued in US Dollars by the Argentinean Federal Government to sell them, at AT&Ts option, in the New York City, United States of America, or Montevideo, Repblica Oriental del Uruguay, in order to obtain the amount of US Dollars necessary to fulfill Customer's payment obligations under this Agreement. For purposes of this Agreement, external bonds issued in US dollars by Argentinean Federal Government shall mean "Bonos Externos de la Repblica Argentina" or any other security or bond issued by the Argentine Federal Government in US Dollars. Customer shall be responsible to pay to AT&T all costs, expenses, taxes and withholdings incurred in selling the above mentioned external bonds issued in US dollars by Argentinean Federal Government. Customer irrevocably and unconditionally agrees not to invoke the "Doctrine of Improvidence" (Teora de la Imprevisin) or any similar defense, to avoid payment as specified above.
CSP-3.3. Australia CSP-3.3.1. Feature Specific Terms CSP-3.3.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband coverage is limited to New South Wales, Victoria and Queensland states. AT&T Managed Broadband is only available in Australia when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.4. Brazil CSP-3.4.1. Billing

In the event of local payment, the initial and the monthly charges originally expressed in United States currency will be converted, on the date of the Service Order Attachment signature, into Brazilian currency, using the exchange rate issued by the BANCO CENTRAL DO BRASIL. In addition to the terms in the Customer's Service Agreement regarding price adjustments, the prices in Brazilian currency shall be adjusted every twelve (12) months according to the variation of the General Index of Market Price issued by the Getlio Vargas Foundation (IGPM/Fundao Getlio Vargas), or by another index defined by the Brazilian government. In the event that during the effective term of Customer's Service Agreement, it becomes possible to adjust the prices at intervals shorter than herein set forth, the parties in Brazil shall negotiate the adoption of a shorter interval as allowed by the local legislation. The creation of new taxes, or a change in the taxes applicable to the Services covered by Customer's Service Agreement, or an operation covered by it, shall result in an immediate adjustment of the price to reflect such new taxes.
CSP-3.4.2. Feature Specific Terms CSP-3.4.2.1. Small Office/Home Office Feature

In this country, it may not be possible for the AT&T NetGateTM to automatically setup a VPN Tunnel to the VPN Gateway when traffic destined for the Customers private network is detected. It also may not be possible for the AT&T NetGateTM to maintain a persistent, alwayson VPN Tunnel to the VPN Gateway. This is due to a two-step authentication implemented by broadband access providers in this country. Broadband providers require one authentication for DSL access and another manual authentication via a website to gain access to the Internet. This two-step authentication precludes Customer from using the AT&T NetGateTM automatic VPN Tunnel setup capabilities. Therefore, Customer must log onto the AT&T NetGateTM and manually initiate a VPN Tunnel to the VPN Gateway.
CSP-3.5. Bulgaria CSP-3.5.1. Feature Specific Terms CSP-3.5.1.1. Small Office/Home Office Feature
SoHo High-End CPE (AT&T NetGate ) feature is not available in this country.
TM
CSP-3.5.1.2. Remote Access Feature

Remote Access feature using the Extended Client (including the Global Roaming Option) is not available in this country. The base internet client with L2TP is supported.
CSP-3.6. Canada CSP-3.6.1. Billing

Unless Customer receives invoices through AT&Ts Consolidated Statement Facility, Customer agrees that AT&T may deliver invoices solely by enabling Customer to access them via the AT&T Web Based Billing facility. AT&T will enable Customer to access this facility with a User ID and password. Customer must provide AT&T with the name, telephone number, email and mail addresses of the designated billing contact for this purpose. AT&T will notify the designated billing contact by email when monthly invoices are posted to the AT&T Web Based Billing facility. Customer agrees to check the AT&T Web Based Billing facility at least once monthly for current invoices posted whether or not Customer has received the email notification. Customer agrees that Customer will be deemed to have received each such invoice as of the date it is posted and that failure on Customers part to access any invoice shall not relieve, waive or delay the obligation to promptly pay charges incurred. Customer must give notice in writing immediately should Customer change the designated billing contact including the new designated billing contacts name, telephone number, email and mail addresses, by email at [email protected] or fax (905-762-7410).
CSP-3.6.2. Feature Specific Terms CSP-3.6.2.1. AT&T Global Managed Internet Service
AT&T Global Managed Internet Service is available in Canada for use with the AT&T NetGateTM equipment.
CSP-3.6.2.2. Integrated Services Digital Network Dial

ISDN Dial capabilities are not available in Canada.
CSP-3.6.2.3. AT&T Managed Broadband Access

AT&T Managed Broadband is only available in Canada when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.6.2.4. Remote Access Feature CSP-3.6.2.4.1. AT&T Digital Subscriber Line Broadband Access
AT&T DSL is not available for use with the Remote Access feature in this country (Single User is not supported with AT&T DSL).
CSP-3.6.2.4.2. 50 Hour Plan Option

The 50 Hour Plan is not available in Canada.
CSP-3.6.2.4.3. Nationwide Toll Number

Calls to the nationwide toll number in Canada are blocked if they originate from a calling area local to an AT&T phone number. This feature is provided as a courtesy to Customers to prevent Customers from incurring unnecessary nationwide toll surcharges.
CSP-3.7. China
AT&Ts local service providers in China are China United Network Communications Corporation Limited (China Unicom) for Remote Access and Shanghai Symphony Telecommunications Co. Ltd (SST) for CPE.
CSP-3.7.1. Billing
Global revenue commitment, discounts and the Consolidated Statement Service are not applicable for any portion of the Service available in China. For Service provided by AT&T utilizing China Unicom, AT&T Global Network Services Hong Kong Ltd. (AT&T Hong Kong") will invoice Customers Hong Kong entity in USD. Payment should be settled in USD. Alternate billed-to entity and country or currency may be provided upon request. Service provided in SST will be in accordance with the terms and conditions of the SST local Agreement between Customer and SST, and SST will invoice Customer in Chinese Yuan (Renminbi or RMB or CNY). Where domestic withholding tax may be payable, Customer is required to issue the withholding tax certificate to China Unicom or SST, as applicable.

The SoHo feature is generally available for small office and home office sites in China. The SoHo feature is provided through a separate local contract between Customers local affiliate and SST for services to be provided to SoHo sites in China. AT&T coordinates with SST for service delivery. SoHo sites with the Split Tunneling Option are supported.

AT&T Managed Broadband is only available in China when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband). For AT&T Managed Broadband, a separate local contract between Customers local affiliate and SST is required.

Remote Access feature is generally available to roaming/travelling users, permanent residents and China based employees' of global multinational companies doing business in China. A separate contract between Customers local affiliate and China Unicom is required. The Split Tunneling Option is supported for both China-based and roaming/travelling users. Permanent residents and expatriates of global multinational companies MUST use version 6.1 or higher of the AT&T Global Network Client or other version as determined by AT&T.
CSP-3.7.3. Internet Acceptable Use Policy

Internet services (access, connections, and content) are regulated in China. The Services are provided through SST or China Unicom and Customer must comply with all applicable laws, regulations or conventions in China (including, but not limited to, those set forth in the rules of the local service provider). Customer is responsible for ensuring Customer and Customer's end users comply with all applicable laws, rules and regulations of China, and the local service provider.
CSP-3.7.4. Support/Maintenance
Service maintenance is provided from Monday 2:00 a.m. to 5:00 a.m. local time.
CSP-3.8. Colombia CSP-3.8.1. Billing

Unless otherwise mandated by Colombian law, invoices for all applicable charges shall be rendered in United States Dollars (USD). If any law, rule or regulation of a competent Colombian authority requires that payment for services rendered in Colombia must be made in Colombian Pesos, the invoice will include the equivalent amount in Colombian Pesos based on the official exchange rate or "Tasa Representativa del Mercado" ("T.R.M."), set on the day immediately prior to the invoice date.
CSP-3.9. Croatia CSP-3.9.1. Feature Specific Terms CSP-3.9.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Croatia when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.10. Cyprus CSP-3.10.1. Feature Specific Terms CSP-3.10.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Cyprus when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.11. Estonia CSP-3.11.1. Feature Specific Terms CSP-3.11.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Estonia when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.12. France CSP-3.12.1. Feature Specific Terms CSP-3.12.1.1. Remote Access Feature CSP-3.12.1.1.1. Wireless Access Features
The Wireless Access feature is available in this Country. Please check with AT&T for the list of Wireless Networks designated by AT&T.
CSP-3.13. Germany CSP-3.13.1. Feature Specific Terms CSP-3.13.1.1. Remote Access Feature CSP-3.13.1.1.1. Wireless Access Features
The Wireless Access feature is available in this Country. Please check with AT&T for the list of Wireless Networks designated by AT&T.
CSP-3.14. Hong Kong CSP-3.14.1. Feature Specific Terms CSP-3.14.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Hong Kong when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.15. Hungary CSP-3.15.1. Feature Specific Terms CSP-3.15.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Hungary when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.16. India CSP-3.16.1. Billing

Consolidated Statement Service (CSF) is not available in India.
CSP-3.16.2. Encryption
The Service is available with single (56bit) DES encryption only. The Service may only be accessed over an Alternate ISP connection. AT&T may immediately terminate the provision of any Service, or portion thereof in India if provision of that Service or component thereof in India is determined to be a violation of any applicable law or regulation in India. Customer shall pay for any portion of the Service that it has used but shall not incur any termination charges.
CSP-3.16.3. Service Implementation

For any Service to be implemented in India, or any follow-up order, change, move or delete order, a separate local contract order is required.

The SoHo High End CPE feature that is based on the AT&T NetGateTM solution is not available in India.
Problem support during the weekend is not part of the standard offering. Help desk support is provided Monday through Friday 9:00 a.m. until 6:30 p.m. local time with reasonable efforts support via pager after hours.
CSP-3.17. Indonesia
For Service at Sites in Indonesia installed prior to June 1, 2011, Service is provided in Indonesia in accordance with the terms and conditions of the Agreement between AT&T and PT 3D Networks Indonesia (3D) for CPE. Existing Customers whose Service commenced prior to the April 26, 2010 Service Guide posting date with these changes, have the Service provided in Indonesia in accordance with the terms and conditions of the Agreement between AT&T and the Customer by PT Sistelindo Mitralintas (Sistelindo).

The SoHo High End CPE feature that is based on the AT&T NetGateTM solution is not available in Indonesia.

Remote Access feature is generally available to permanent residents.
Service maintenance takes place from 2:00 a.m. to 5:00 a.m. local time on Monday.
CSP-3.18. Israel CSP-3.18.1. Feature Specific Terms CSP-3.18.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Israel when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband). AT&T Managed Broadband is invoiced outside of Israel.
CSP-3.19. Italy CSP-3.19.1. Feature Specific Terms CSP-3.19.1.1. Remote Access Feature CSP-3.19.1.1.1. Wireless Access Features
The Wireless Access feature is available in this country. Please check with AT&T for the list of Wireless Networks designated by AT&T.
CSP-3.20. Japan CSP-3.20.1. Feature Specific Terms CSP-3.20.1.1. Small Office/Home Office CSP-3.20.1.1.1. AT&T NetGate Onsite Maintenance
AT&T Japan provides onsite hardware maintenance to Customers with fixed monthly charge. Maintenance is Monday through Friday 9:00 17:00 local time.
CSP-3.20.2. Support
A local help desk support is provided in Japan in Japanese, however where Remote Access Tier1 support is not available, and accepts CPOC and traveling user, help desk is available in English and Japanese.
CSP-3.20.3. Service Level Agreement

Some SLAs for Dial Access may not be available in Japan.
CSP-3.21. Latvia CSP-3.21.1. Feature Specific Terms CSP-3.21.1.1. Small Office/Home Office Feature
TM

AT&T Managed Broadband is only available in Latvia when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).

CSP-3.22. Lithuania CSP-3.22.1. Feature Specific Terms CSP-3.22.1.1. Small Office/Home Office Feature
TM

AT&T Managed Broadband is only available in Lithuania when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband.

CSP-3.23. Luxembourg CSP-3.23.1. Feature Specific Terms CSP-3.23.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Luxembourg when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.24. Mexico CSP-3.24.1. Billing

All invoices shall be rendered in USD and charges shall be paid in USD or its equivalent amount in Mexican Pesos using the exchange rate published in the "Diario Oficial de la Federacin" the same day of the payment.
CSP-3.25. Netherlands CSP-3.25.1. Feature Specific Terms CSP-3.25.1.1. Remote Access Feature CSP-3.25.1.1.1. Wireless Access Feature
CSP-3.26. New Zealand CSP-3.26.1. Support/Maintenance

Due to time zone differences between New Zealand and the rest of the Asia Pacific region, the service maintenance window is provided on Sunday's 15:30 GMT to 17:30 GMT local time for New Zealand.
CSP-3.27. Pakistan CSP-3.27.1. Feature Specific Terms CSP-3.27.1.1. Small Office/Home Office Feature
SoHo feature is not available in this country.

CSP-3.28. Panama CSP-3.28.1. Billing

Unless otherwise mandated by Panamas law, invoices for all applicable charges shall be rendered in USD. If any law, rule or regulation of a competent Peruvian authority requires that payment for services rendered in Panama must be made in Soles, the invoice will include the equivalent amount in Soles based on the official exchange rate Central Bank of Panama on the day immediately prior to the invoice date.
CSP-3.28.2. Feature Specific Terms CSP-3.28.2.1. Remote Access Feature

Remote Access feature is not available using the AT&T owned dial access points.
CSP-3.29. Peru CSP-3.29.1. Billing

Unless otherwise mandated by Peruvian law, invoices for all applicable charges shall be rendered in USD. If any law, rule or regulation of a competent Peruvian authority requires that payment for services rendered in Peru must be made in Nuevo Soles, the invoice will include the equivalent amount in Nuevo Soles based on the official exchange rate Central Bank of Peru on the day immediately prior to the invoice date.
CSP-3.30. Philippines CSP-3.30.1. Feature Specific Terms CSP-3.30.1.1. Remote Access Feature
Remote Access feature is generally available to permanent residents. The Remote Access feature is provided through a separate local order letter with a local service provider in order for remote access to be provided to users in Philippines.
CSP-3.31. Poland CSP-3.31.1. Feature Specific Terms CSP-3.31.1.1. Small Office/Home Office Feature
TM

AT&T Managed Broadband is only available in Poland when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).

CSP-3.32. Portugal CSP-3.32.1. Feature Specific Terms CSP-3.32.1.1. AT&T Digital Subscriber Line Broadband Access
AT&T DSL is not available for use with the Remote Access feature in this country (Single User is not supported with AT&T DSL).
CSP-3.33. Romania CSP-3.33.1. Feature Specific Terms CSP-3.33.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Romania when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.34. Russia CSP-3.34.1. General

Customer and AT&T must execute a Russia Service Addendum covering terms and pricing for Services provided in Russia, or in the case of a move, add, change, or delete, an Amendment to Russia Service Addendum, in either case before such Services are provided. In the case of disconnecting site(s) in Russia, Customer must provide a signed Russian Cancellation Letter.
CSP-3.34.2. Feature Specific Terms

Section Effective Date: 04-Jan-2012
The Service is available with single (56bit) DES encryption only. The Service may only be accessed over an Alternate ISP connection. The CPE installation lead times may take longer as for each Cisco CPE installation the local authorities must approve the importation of the device for the specific customer site.
CSP-3.34.2.1. Small Office/Home Office Feature

SoHo AT&T NetGateTM feature is not available in this country.

CSP-3.34.2.3. AT&T Managed Broadband Access for Russia

AT&T Managed Broadband is not available in Russia.
CSP-3.35. Slovakia CSP-3.35.1. Feature Specific Terms CSP-3.35.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Slovakia when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.36. Slovenia CSP-3.36.1. Feature Specific Terms CSP-3.36.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Slovenia when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.37. South Africa CSP-3.37.1. Feature Specific Terms CSP-3.37.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in South Africa when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.38. Taiwan CSP-3.38.1. Feature Specific Terms CSP-3.38.1.1. AT&T Managed Broadband Access
AT&T Managed Broadband is only available in Taiwan when ordered with Multi User Remote Access SoHo (Single User is not supported with AT&T Managed Broadband).
CSP-3.39. United Kingdom CSP-3.39.1. Feature Specific Terms CSP-3.39.1.1. Remote Access Feature CSP-3.39.1.1.1. Wireless Access Feature
CSP-3.40. United States CSP-3.40.1. Feature Specific Terms CSP-3.40.1.1. Automatic Backup Identifications for Remote Access Virtual Private Networks
In the US, all Customers with US registered account IDs have automatic backup enabled for their VPN. This is standard for the Remote Access feature in the US, for Customers with such Account IDs who use the Client. The automatic backup feature allows for a Toll-Free number to be dialed if the primary number fails to connect. Automatic backup will only work when Users in the US dial a US local access number. This does not work for Users who are roaming into the US from other countries. There is no additional charge for this feature. The Automatic Backup feature is used when the following sequence of events occurs: The phone number chosen is tried for the number of times specified in the retry setting found on the Connection Summary window of the Client. If any of the attempts to this number were busy or did not answer, and the criteria below are met, the automatic backup number is called whether or not a backup phone number was selected.
The following criteria must be met for the Automatic Backup feature to work:
Customers modem must report that the called phone number is busy or did not answer. Customer must have the primary phone number configured for at least two retry attempts. (Two attempts is the default). Customer must have previously connected with his/her User ID to the Service in the US on the same computer being used to access the Service. Customer must be calling with a US registered User ID from within the US to a US phone number. The phone number must have been selected from the list of available access numbers and be an AT&T Global Network number. In addition, the number used cannot be customized to the point where it is no longer recognizable as being selected from the list. The primary phone number that the User dials must not be a long distance call. The phone list must be no more than 30 days old.
CSP-3.40.2. Next-Calendar Day Replacement for SoHo Devices

In the United States, AT&T provides next-calendar shipping of replacement SoHo devices for any SoHo device that AT&T Care has determined requires replacement. Next calendar day delivery will be supported in cases where AT&T has initiated a replacement shipment by 4pm EST (U.S). There is no charge for replacements SoHo CPE or overnight shipping at this time. As reminder, this replacement SoHo CPE will be delivered for self-install unless other provisions have been made with AT&T.
CSP-3.41. Venezuela CSP-3.41.1. Billing

Unless otherwise mandated by Venezuelan law, invoices for all applicable Charges shall be rendered in US Dollars. If any law, rule or regulation of a competent Venezuelan authority requires that payment for services rendered in Venezuela must be made in Bolivares, the invoice will include the equivalent amount in Bolivares based on the official exchange rate Central Bank of Venezuela on the day immediately prior to the invoice date.
End of Service Guide

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What are the components of the AT&T Network-Based IP VPN Remote Access service?

What are the components of the AT&T Network-Based IP VPN Remote Access service?

What are the different methods of access for the service?

What are the different methods of access for the service?

Page 1 of 106 AT&T Business Service Guide AT&T Network-Based IP VPN Remote Access

AT&T Network-Based IP VPN Remote Access

In addition, specified portions of the General Provisions apply.

Service Description (SD) SD-1. General

b) Small Office/Home Office (SoHo) which includes: o o

SD-1.1. Geographic Availability

SD-1.2.1. Currency Conversion Methods for Service Invoicing

SD-1.3. Service Activation Date

SD-1.4. Termination Orders

SD-2. Service Components

SD-2.1. Private Network Connection

SD-2.2. AT&T Global Network Client Software

SD-2.2.1. User IDs for the Client

SD-2.2.2. Account User ID Plan Options

SD-2.2.3. Secure Sockets Layer Transparent Tunneling

SD-2.2.4. Dial Remote Access via Internet Protocol Security Tunneling

SD-2.2.5. Dial Remote Access via Layer 2 Tunneling Protocol

SD-2.2.7. Multi User Remote Access Small Office/Home Office Feature

SD-2.3. AT&T Customer Premises Equipment

SD-2.3.1. Components for Small Office/Home Office Configuration

SD-2.3.2. Methods of Access

24 x 7 technical supports for the CPOC.

SD-2.4.2.1. Customer Responsibilities for Multi Users of the Service

The Customer is responsible for the following tasks:

SD-2.4.3. 3G-Wireless Access Service Requirements for SOHO Device

SD-2.4.4. Alternate Internet Service Providers

SD-2.4.5. Customer Contractual Responsibilities for Alternate Internet Service Provider

SD-2.5. Backup Options

SD-2.5.1. Alternate Internet Service Provider

SD-2.6. Service Monitoring/Alert Notification

SD-2.6.1. Service Alert Notifications

SD-2.6.2. Service Monitoring Options

SD-3. Additional Service Features included in Monthly Recurring Charges

SD-3.1. Customer Point of Contact

SD-3.1.1. Remote Access End User Support

SD-3.1.2. Small Office/Home Office Support

SD-3.2. User Authentication Options

SD-3.3. Internet Protocol Addressing

SD-3.4. Small Office/Home Office Routing Protocol

SD-3.5. Multiple Virtual Private Networks per Single Account Code

SD-3.6. Access Control Lists

SD-3.7. Dual Access

SD-4. Remote Access Options

SD-4.1. Traveling User Support (i.e., Global Roaming)

SD-4.1.1. Restrictions on Usage

SD-4.2. Toll-Free Access

SD-4.3.1. Extended Access and Connectivity Description

SD-4.3.2. AT&T Extended Access Feature

SD-4.3.3. AT&T Wi-Fi Feature

SD-4.3.3.1. AT&T Wi-Fi Combination Plans

100 Hour 5 & 10 Flat Rate Combo Plan

150 Hour 6 & 12 Flat Rate Combo Plan

150 Hour 8 & 14 Flat Rate Combo Plan

2009 US Based Unlimited Plan

2010 Unlimited Plan Covering US and Non US Based Customers