AT

Service Guide

Service GuideAT&T Managed Router Solution

TABLE OF CONTENTS

I. MANAGED SOLUTION OVERVIEW................................................................................................................................. 4

I.A OVERVIEW...........................................................................................................................................................................4I.B AVAILABILITY........................................................................................................................................................................4I.C CUSTOMER ORDERS..............................................................................................................................................................4

Disconnect Orders..............................................................................................................................................................4

II. MRS BASIC................................................................................................................................................................... 5

II.A STANDARD FEATURES AND FUNCTION......................................................................................................................................5II.B IMPLEMENTATION................................................................................................................................................................5

1. Information Gathering...................................................................................................................................................52. Setup and Test...............................................................................................................................................................63. Limitations and Exclusions.............................................................................................................................................64. Life Cycle Management.................................................................................................................................................6

III. MRS ESSENTIAL.......................................................................................................................................................... 6

III.A SERVICE OVERVIEW.............................................................................................................................................................6III.B STANDARD FEATURES AND FUNCTIONS....................................................................................................................................7

1. Design and Engineering.................................................................................................................................................72. Architectural Validation.................................................................................................................................................73. Installation Functions....................................................................................................................................................94. Implementation Functions...........................................................................................................................................105. Management of Customer Network............................................................................................................................106. Maintenance Functions...............................................................................................................................................127. Life Cycle Management...............................................................................................................................................14

III.C. OPTIONAL MRS ESSENTIAL FEATURES AND FUNCTIONS..........................................................................................................151. Dial Backup Feature.....................................................................................................................................................152. TACACS Access to AT&T Managed Routers..................................................................................................................153. Static Integrated Network Access (SINA).....................................................................................................................154. Warm Router Redundancy...........................................................................................................................................155. Hot Router Redundancy...............................................................................................................................................166. SNMP Read-Only Logical View.....................................................................................................................................167. Managed Inverse Multiplexing of ATM (MIMA)..........................................................................................................168. Managed Disaster Recovery Option............................................................................................................................179. Network Address Translation.......................................................................................................................................1810. Frame Relay Plus Management Support....................................................................................................................1811. Third Party Managed Transport.................................................................................................................................19

Other terms and conditions apply. See AT&T Service Guide HOME Page.(http://www.att.com/abs/serviceguide/internet_services.html)© 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand.MRS Service Guide19Jan 09 v14 Page 1 of 67

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12. AT&T VPN Transport..................................................................................................................................................1913. Voice Over IP..............................................................................................................................................................20

IV. MRS COMPLETE........................................................................................................................................................ 26

IV.A. SERVICE OVERVIEW..........................................................................................................................................................26IV.B. NETWORK OPERATIONS MANAGEMENT REPORTS...................................................................................................................26

1. Router Information Report..........................................................................................................................................262. Router Performance Report.........................................................................................................................................263. PVC Report...................................................................................................................................................................264. Access Port Report.......................................................................................................................................................265. LAN Port Report...........................................................................................................................................................26

IV.C. OPTIONAL MRS COMPLETE PERFORMANCE CAPACITY FEATURES AND FUNCTIONS......................................................................261. Performance Capacity Management...........................................................................................................................27

IV.D. SERVICE LEVEL AGREEMENTS (SLA)....................................................................................................................................271. Overview......................................................................................................................................................................282. VoIP R-Factor SLA.......................................................................................................................................................283. Network Performance SLAs.........................................................................................................................................304. Customer Eligibility for SLAs.......................................................................................................................................365. SLA Exceptions and Exclusions.....................................................................................................................................37

V. CUSTOMER RESPONSIBILITIES / MISCELLANEOUS PROVISIONS..................................................................................39

A. CUSTOMER CONTACTS..........................................................................................................................................................39B. THIRD PARTY MAINTENANCE PROVIDERS..................................................................................................................................39C. NETWORK ACCEPTANCE TESTING............................................................................................................................................39D. LETTERS OF AGENCY.............................................................................................................................................................39E. CUSTOMER PROVIDED SOFTWARE...........................................................................................................................................39F. CUSTOMER EQUIPMENT.........................................................................................................................................................39G. CUSTOMER LAN CONNECTION REQUIREMENTS..........................................................................................................................39H. EQUIPMENT ENVIRONMENT...................................................................................................................................................40I. HAZARD FREE ENVIRONMENT..................................................................................................................................................40J. ACCESS TO FACILITIES.............................................................................................................................................................40K. CUSTOMER PERFORMED DE-INSTALLATIONS/REMOVAL/MODIFICATIONS..........................................................................................40L. SECURITY............................................................................................................................................................................40M. NON-SOLICITATION.............................................................................................................................................................40N. REQUIRED MODIFICATIONS...................................................................................................................................................40O. PROTOCOL ENVIRONMENT.....................................................................................................................................................40P. MODEM AND POTS LINE FOR OOB MANAGEMENT....................................................................................................................40Q. ISDN LINES........................................................................................................................................................................41


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R. ANALOG DIAL LINE...............................................................................................................................................................41S. SUBSTITUTED SERVICE...........................................................................................................................................................41T. EMBEDDED SOFTWARE..........................................................................................................................................................41U. RETURN OF EQUIPMENT.......................................................................................................................................................41V. AT&T CPE........................................................................................................................................................................41W. BILLING............................................................................................................................................................................41X. E-INVOICES.........................................................................................................................................................................41Y. NOTIFICATION OF TERMINATION FOR CONVENIENCE...................................................................................................................41Z. MISCELLANEOUS CHARGES.....................................................................................................................................................42AA. REGULATORY COMPLIANCE.............................................................................................................................................42AB. AMERICAN RECOVERY AND REINVESTMENT ACT OF 2009....................................................................................................42

APPENDIX A................................................................................................................................................................... 43

DEFINITIONS............................................................................................................................................................................43

APPENDIX B.................................................................................................................................................................... 45

MRS AVAILABILITY BY CUSTOMER SITE LOCATION..........................................................................................................................45

APPENDIX C.................................................................................................................................................................... 48

COUNTY UNIQUE TERMS............................................................................................................................................................48China (People’s Republic of China)...................................................................................................................................48Colombia..........................................................................................................................................................................48Ecuador............................................................................................................................................................................48India................................................................................................................................................................................. 48Israel................................................................................................................................................................................ 48Malaysia...........................................................................................................................................................................48Netherlands Antilles.........................................................................................................................................................48Peru..................................................................................................................................................................................48Thailand........................................................................................................................................................................... 48Turkey.............................................................................................................................................................................. 49

APPENDIX D................................................................................................................................................................... 50

MRS ESSENTIAL AND COMPLETE - VOIP PBX INTERFACE FEATURE PACKAGES.....................................................................................50

APPENDIX E.................................................................................................................................................................... 55

Region and Band Definitions................................................................................................................................................55


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I. MANAGED SOLUTION OVERVIEW

I.A Overview

Managed Router Solution (“MRS”) Services provide network management services on a Customer-defined service level basis for routers and other Equipment located at Customer Sites. The MRS service levels available are:

MRS Basic MRS Essential MRS Complete

Customer determines the specific service level applicable to specified Equipment located at a Customer Site. If Customer chooses MRS Basic service, AT&T will provide monitoring and notification services of AT&T Monitored Customer Equipment, as further described in section II of this Service Guide. If Customer chooses MRS Essential for a Site, AT&T will provide a network management package for the designated Sites, including design assistance, equipment if desired by Customer, and maintenance, as described in section III. If Customer chooses MRS Complete for a Site, AT&T will provide reporting and service level agreements, as described in section IV, in addition to the MRS Essential network management package described in section III. Only one service level may be ordered at a single Customer Site.

Except as limited in this Service Guide or by the Customer’s agreement with AT&T, Customer’s MRS managed network may include MRS Basic and/or MRS Essential services, or it may include MRS Basic and/or MRS Complete services. Customer’s MRS managed network may not include both MRS Essential and MRS Complete services.

Capitalized terms that are not defined in the Master Agreement or the Comprehensive Service Order Attachment are defined in Appendix A. In the event of conflict in definitions, the definitions in Appendix A will be controlling.

I.B Availability

MRS is available as indicated in the MRS Geographic Availability Matrix.

MRS Geographic Availability MatrixService Component /Capability or Feature US Mainland AK/HI/PR/USVI Outside US

MRS Basic Yes Yes <MOW>MRS Essential Yes Yes <MOW>MRS Complete Yes Yes <MOW>

Notes:<MOW> See Appendices B and C for details for non-US availability.


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I.C Customer Orders For Customer Sites located in the US, AT&T and Customer will conduct a technical interview to develop the details of Customer’s order and determine the technical requirements for implementing Customer’s MRS service. For Customer Sites located outside the US, AT&T personnel will review the order and contact Customer for any necessary information or clarification regarding Customer’s order. For Sites located in the US, AT&T will provide a Customer Confirmation Document (“CCD”) to Customer confirming the details of Customer’s order. For Sites located outside the US, the details are contained in Customer’s order. AT&T will begin provisioning Sites located in the US after Customer signs and returns the CCD and any other required documents to AT&T. AT&T will begin provisioning MRS for Sites located outside the US after AT&T receives Customer’s order containing all required information.

Disconnect OrdersTo cancel or disconnect an MRS service or Site, Customer must submit a disconnect order in writing using AT&T’s online form. Recurring charges continue to apply for a period of 30 days from the date AT&T receives a disconnect order or until the disconnect date specified in the disconnect order, whichever is later. Customer may delay or cancel a disconnect order without charge, at any time prior to the disconnect date, by submitting a written request using AT&T’s online form, where available, or AT&T’s designated alternative procedures.

II. MRS BASIC

II.A Standard Features and Function

MRS Basic monitoring is available for AT&T Monitored Customer Equipment. AT&T will provide Customer an IP address for each device monitored by AT&T using MRS Basic. Customer may request more than one IP address for a device being monitored. Separate one time and monthly charges apply for each IP address supplied to the Customer by AT&T.

AT&T monitors the MRS Basic IP address(es) to determine whether AT&T Monitored Customer Equipment is in an up or down condition, via pings through a Choke Router as defined below. Equipment is considered in a down condition if the equipment fails to respond to three consecutive pings. If AT&T detects a down condition at the MRS Basic IP address accessed via the Choke Router, AT&T will send an automated notice to the email address or pager number designated by Customer. Customer is solely responsible to resolve any down conditions for MRS Basic monitored IP addresses.

To obtain MRS Basic, Customer must purchase at least one MRS Complete Site (or one MRS Essential Site). This MRS Complete/Essential Site must utilize AT&T-provided Frame Relay, ATM, IPeFR/IPeATM transport, or, subject to applicable limitations, AT&T VPN transport. The MRS Complete or MRS Essential Site shall be designated the “Choke Router” for Customer’s MRS Basic Sites. The Choke Router supplies security isolation between the AT&T MRS network management infrastructure and the AT&T Monitored Customer Equipment. The Choke Router shall be connected to the AT&T MRS network management infrastructure using a dedicated PVC which enables the delivery of MRS Basic monitoring. The Choke Router and dedicated PVC shall meet minimum specifications as provided by AT&T.

With the exception of the Choke Router, all MRS Basic monitored IP addresses shall be associated with AT&T Monitored Customer Equipment. Under MRS Basic Service, AT&T is not responsible for isolating and resolving issues causing the down condition of AT&T Monitored Customer Equipment. II.B Implementation

1. Information Gathering


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Customer shall assign a Single Point of Contact (“SPOC”) as the primary interface for implementation of MRS Basic Sites. The SPOC will coordinate appropriate personnel for conference calls, interviews or to provide information as reasonably requested and applicable by AT&T, and participate in meetings and arrange for other relevant business unit personnel be reasonably available for such meetings.

AT&T will initiate a Customer kick-off meeting to review the basic requirements of MRS Basic and explain operational issues. Customer will review this information and provide relevant comments, generally in the form of additional data requirements, preliminary conclusions, recommended technical architecture, or Subject Matter Experts (“SME”) resources from applicable information technology departments or business units to assist in completing AT&T deliverables in a timely manner.

Customer will identify MRS Basic IP addresses and Customer designated asset names. By identifying an IP address for the Service, Customer authorizes AT&T to provide Service and verifies that AT&T’s monitoring of the Site and equipment complies with the applicable relevant laws or regulations. For each IP address identified, AT&T will provide a corresponding loop back IP address that will be monitored. Customer may request multiple IP addresses per device for monitoring. Charges shall apply for each IP address to be monitored. Trouble notifications to the Customer will identify the Customer designated asset name.

Customer will provide AT&T with an email address or pager number for reporting down conditions. Customer is responsible for maintaining the accuracy and for updating the correct email address or pager number for notifying Customer of down conditions for an MRS Basic IP address. AT&T is not responsible if the Customer-supplied email address or pager number is not available or not capable of receiving a notification of a down condition of an MRS Basic IP address.

Customer will provide AT&T with Customer’s primary help desk contact information for use in ongoing provision of MRS Basic. AT&T will work with only one Customer help desk. Customer will keep AT&T informed of any information or changes that may affect AT&T’s performance of services or require a change request.

2. Setup and TestCustomer is responsible for (a) configuring the AT&T Monitored Customer Equipment with the corresponding loop back IP address provided by AT&T, (b) ensuring that the loop back IP address(es) are not advertised on the Internet and (b) ensuring logical connectivity exists between all IP addresses to be monitored and the Choke Router.

AT&T is responsible for configuring the Choke Router to monitor the loopback IP addresses provided by AT&T. The initial date for service will be predicated on the mutually agreed date between AT&T and Customer that configurations have been enabled on both sides. On this date, monitoring will be enabled.

Upon completing initial setup and testing, AT&T will provide Customer with a report of all IP addresses to be monitored. MRS Basic IP address monthly charges for monitoring shall commence following delivery to Customer of the report.

3. Limitations and Exclusions

Devices that do not have the capability for loop back IP addresses reachable by AT&T, such as dial backup interfaces, are excluded from MRS Basic Service provision.

Performance reports or service level agreements are not available under MRS Basic.

IP addresses designated as MRS Basic are eligible to receive the services identified in this section II. No other MRS reporting or services are available for IP addresses designated as MRS Basic.

4. Life Cycle ManagementOther terms and conditions apply. See AT&T Service Guide HOME Page.(http://www.att.com/abs/serviceguide/internet_services.html)© 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand.MRS Service Guide19Jan 09 v14 Page 6 of 67

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Customer may request an addition or deletion of a MRS Basic IP address or asset name (“Change Requests) via AT&T BusinessDirect™, AT&T’s web-based Customer communication tool. Change Requests will be accommodated between 8 a.m. and 5 p.m., local site time. One time charges for Change Requests will apply for each IP address.

III. MRS ESSENTIAL

III.A Service Overview

MRS Essential is a set of management and implementation services that support multi-protocol wide-area networking applications for networks that utilize AT&T-provided Frame Relay, ATM, IPeFR/IPeATM transport.

MRS Essential also supports Customers using AT&T VPN transport services on a limited basis as defined in this Service Guide.

MRS Essential also supports Customers using Digital Private Line transport. Digital Private Line transport requires Customer to contract and order an AT&T 56K Frame Relay circuit with one additional serial port on the router to support the management PVC provided by AT&T Product. Additional rates and charges apply for the Frame Relay circuit.

MRS Essential also supports Customers using WAN transport provided by third-party vendors as defined in section IIII.C.10 of this Service Guide.

MRS Essential only supports AT&T-certified Customer premises-based routers, CSU/DSUs and modems. Either AT&T CPE, or Customer Equipment, may be used in connection with MRS Essential service. AT&T-certified Equipment includes specific router models manufactured by Cisco Systems, Inc (“Cisco”) or Juniper Networks, Inc. (”Juniper”) only. Not all features and options specified in this Service Guide are available with Juniper equipment, and not all Juniper router complexity levels are available in each country. AT&T-certified routers within a single Customer MRS network must be either entirely Cisco equipment, or entirely Juniper equipment.

The MRS Essential Service Boundary extends to the local interface(s) on each wide area network (“WAN”) Customer premises based multi-protocol router (the “Customer Network”). For purposes of this offer, each router is one “Site”. WAN transport services are not included in the MRS offering; Customer obtains WAN transport separately under the appropriate Pricing Schedule or from a third-party vendor.

The standard MRS Essential features and functions are described in Section III.B. Optional MRS Essential features and functions that Customer may select, for an additional charge, are described in Section III.C. Customer responsibilities are identified in Section V.

III.B Standard Features and Functions

1. Design and Engineering

AT&T will design and document the Customer’ MRS Essential Network topology, applications, connectivity, projected traffic flows, and performance based upon Customer provided information and Customer-specified requirements.

AT&T will validate hardware, software and network platforms provided as the result of the engineered router network design utilizing established AT&T testing and troubleshooting criteria.

AT&T will also develop specifications for the type of router hardware and software necessary to support the mutually agreed goals, objectives and requirements of the engineered network solution. The specifications will include the manufacturer’s router model, port capacity, software version, appropriate memory and protocol support, and addressing/routing tables.


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AT&T will review with Customer all pre-existing hardware configurations for compatibility with the Customer's requested network design.

AT&T will document the network addressing plans, logical network device assignments and logical parameters for network management connectivity to the Customer's Network.

2. Architectural Validation

Architectural Validation is available for existing networks i.e., pre-installed router-based networks. Architectural Validation is not applicable to Design and Engineering functions.

a. Standard Architectural Validation Functions AT&T will audit Customer’s transport network and CPE devices using Customer provided documentation. Required Customer documentation shall include site-specific information, such as diagrams of LANs and CPE, hardware configurations, software releases, and routing tables. In addition, Customer must provide network-specific information, such as inventory of network applications, all existing and planned protocol sets utilized on the network, as well as detailed topological maps depicting connectivity of all CPE by transport type (Private Line, Frame Relay, ATM), port bandwidth, CIRs etc. If the Customer is unable to provide AT&T with this documentation, then the Customer may purchase Optional Architectural Validation Functions as described below.

AT&T will use the Customer provided documentation and will work with Customer representatives to review and document the goals, objectives and requirements for the Customer’s business operations and environment. The purpose of this technical design audit is to validate the existing network design and component settings against Customer network throughput and availability requirements. These Customer inputs are then utilized by AT&T to design the Customer’s network. Where Customer documentation is not available, the Customer may engage AT&T to perform an inventory of Customer’s network topology, transport, network applications, connectivity, logical routing data, protocols, software, and configurations, including router models and CPE cabling. Such inventory assistance may be done as either a Site Survey or as an Optional Architectural Validation Function, depending on the nature and location of the site in question.

If the network is determined to be technically incompatible with the offered MRS Essential solution, the Customer may engage AT&T to re-engineer the Customer network.

b. Optional Architectural Validation Functions Customer may request additional Architectural Validation services, for which the Customer will incur additional charges, as specified in the MRS Pricing Schedule, in the table entitled “Professional Services/Hourly Rates.”


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3. Installation Functions

a. AT&T CPE

AT&T furnishes and installs AT&T CPE at all Sites on the Customer Network. At AT&T’s option, the AT&T CPE may come from AT&T inventory or directly from the manufacturer. As part of the installation function, AT&T provides staging of AT&T CPE in which the AT&T CPE is configured, and shipped to the designated Site.

During test and turn-up, the Field Engineer installs AT&T CPE on the installation date specified in the Project Schedule. AT&T verifies connectivity to the Site and transfers the Site to the Global Client Service Center (GCSC) for management center acceptance. This marks the end of the implementation process for that particular site. AT&T technicians test connectivity through the network equipment into the AT&T Network.

AT&T will perform physical installations of AT&T CPE during local Standard Business Hours, Monday through Friday, utilizing an AT&T provided on-site supplier. Customer may arrange for installation work to be performed during non-Standard Business Hours. Installation during non-Standard Business Hours requires payment of an additional charge. Additional charges for non-Standard Business hours are identified in the Pricing Schedule under the table entitled “Professional Services/Hourly Rates”. Customers must make arrangements at least 10 business days in advance for installation during non-Standard Hours.

Use of AT&T CPE is charged on a monthly recurring basis, for an amount equal to a percentage of the manufacturer’s published list price in effect at the time of installation or upgrade, as applicable. Percentages are specified in Customer’s pricing schedule.

b. Customer Equipment

AT&T will connect and configure Customer Equipment using information provided by Customer during the Architectural Validation process, or using the information developed by AT&T during any Optional Architectural Validation Functions ordered by Customer. Customer will be responsible for any connectivity issues during the installation of the specific site.

If, after installation, AT&T determines the equipment installed at a Site is not the equipment specified by Customer during Architectural Validation, all SLAs for the Site will be void until the Site is validated and an accurate equipment inventory is recorded at AT&T’s GCSC. To reinstate such a site, Customer shall be required to order (a) a Site Survey or Optional Architectural Validation, depending on site needs, (b) re-equip the site in accordance with AT&T specifications, if applicable, and (c) initiate a MACD to update the AT&T GCSC records database. Any applicable charges for these orders shall apply. If the equipment at given site is not validated, the site may need to be disconnected and reinstalled as a new site.

Customer may request AT&T to install Customer Equipment, provided the equipment is certified by AT&T. A Site Survey may be required for which Customer will incur an additional charge. Site Surveys will detail equipment room layouts, power, demarcation point(s) and designated equipment locations. All Customer Equipment to be installed by AT&T must be sent to AT&T staging facility and must be approved by AT&T, including cabling and software.

Following Customer confirmation of the installation of access and Customer Equipment (or AT&T installation, if applicable), AT&T will schedule test and turn-up of sites utilizing Customer Equipment. AT&T verifies connectivity to the site and transfers the site to the GCSC for management center acceptance. This marks the end of the implementation process for that particular site. AT&T technicians test connectivity through the network equipment into the AT&T Network.


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AT&T will perform physical installations of Customer Equipment during local Standard Business Hours, Monday through Friday, utilizing an AT&T provided on-site supplier. Customer may arrange for installation work to be performed during non-Standard Business Hours. Installation during non-Standard Business Hours requires payment of an additional charge. Additional charges for non-Standard Business hours are identified in the Pricing Schedule under the table entitled “Professional Services/Hourly Rates”. Customers must make arrangements at least 10 business days in advance for installation during non-Standard Hours.

4. Implementation Functions

AT&T provides project implementation, management and installation services for new equipment. Network Implementation project management and Equipment installation are categorized by Bands, based on the country in which the Customer Site is located. See Appendix B for details. The standard interval for the Service Commencement Date for the initial Site will be at least 30 days after the Effective Date.

Recurring charges will commence after Customer has been notified that the Site is ready, i.e., when installation and verification tests, as applicable, are complete, and management surveillance of the site router has begun (“Service Activation Date”). If AT&T is unable to complete the installation because of Customer actions or inactions, including, but not limited to, the unavailability of the Customer provided dial telephone line for problem determination and connection, then the recurring charges will commence on the original scheduled date.

a. Standard Implementation Functions

Project Implementation Management (“PIM”) includes the development of project schedules and identification of all Customer and AT&T activities necessary to implement the network solution. This includes:

Development of project timeline Coordination of transport and provisioning of Equipment Tracking and managing to completion all activities in AT&T project plan Logical Management Configuration AT&T will load the logical management configurations and perform logical connectivity testing to determine that

connected Sites can communicate with each other and with the appropriate AT&T network management center. AT&T will utilize network acceptance tests between the AT&T work centers and designated Customer

interface(s) to verify connectivity between Customer LAN ports. These tests do not test host/LAN applications through the network.

Logical configurations loaded on Equipment, whether AT&T or Customer Equipment, are the sole and exclusive intellectual property of AT&T. Logical Configurations are confidential and proprietary AT&T Information. Upon termination of Service, Customer shall have no right to use, or ownership interest in, the logical configurations loaded on Equipment. Upon Service termination, including individual Site deletions, Customer shall ensure that AT&T has all opportunities to erase logical configurations.

b. Optional Implementation Functions

Customer has the option to select specified implementation functions, for additional charges (listed as Professional Services charges). The optional functions that may be selected by Customer include the following:

Placing and tracking switched circuit orders (U.S. only); Requesting AT&T to provide a dedicated Project Implementation Manager after network implementation has

been completed, typically for three months (U.S. only). Performing logical installation of AT&T CPE or Customer Equipment outside of normal business hours. Prior

notice of ten business days is required.

5. Management of Customer Network


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Standard MRS Essential Management functions consist of the following:

Network Monitoring and Fault Identification, Fault Resolution, and Ongoing Configuration Management

a. Network Monitoring and Fault Identification AT&T will proactively monitor the Customer Network, 7 days a week/ 24 hours per day, to identify faults within the Service Boundaries. AT&T WAN transport problems will be isolated, diagnosed and resolved by the AT&T network management center. AT&T CPE or Customer Equipment faults and non-AT&T transport problems will be isolated, diagnosed and referred to the Customer or to the appropriate Customer designated service provider. Where AT&T has not been contracted to support Customer network resolution functions, (see section III.6.b below for third party vendor notification details), Customer is required to give appropriate authorization to AT&T to report Customer Information to a third party.

In providing the Network Monitoring and Fault Identification function, AT&T will:

Monitor CPE interfaces within the Service Boundary utilizing SNMP techniques in-band and out-of-band. Perform diagnostic testing of CPE interfaces and isolate, sectionalize and identify faults as being physical or

logical in nature. Maintain databases consisting of the logical configurations of Customer wide area network, WAN site and

network connectivity, software specifications and Customer contact information. Provide trouble status to Customers at regular intervals.

The AT&T GCSC Global Client Support Center serves as an SPOC for AT&T related faults. This activity includes the coordinated resolution with an AT&T network management center of Router Site faults caused by AT&T transport problems (Frame Relay, ATM, IPeFR/IPeATM, AVPN* and/or Digital Private Line** services).

*AVPN Transport is supported on a limited basis as outlined in section III.C.11, “AT&T VPN Transport.”

**Digital Private Line transport will require Customer to contract and order (at Customer’s expense) a AT&T 56K Frame Relay Circuit with one additional serial port on the router. This connection is used to support the management PVC provided by AT&T

b. Logical Fault Resolution

AT&T manages the logical configuration design for the Customer Network. Fault resolution provides for the coordinated identification and resolution of logical connectivity network problems for AT&T CPE or Customer Equipment within the Service Boundary. Logical fault resolution includes:

Management of the logical trouble resolution process; Proactive problem management and engagement of additional tiered expertise, if necessary, to resolve the

logical trouble;If the root cause of the logical failure is outside the Service Boundary, the problem will be referred to the Customer with the diagnosis. If the cause of the failure is beyond the Service Boundary, Customer may request AT&T to assist in resolving the failure in which case Customer shall be billed on an hourly basis in accordance with the MRS Pricing Schedule in the table entitled “Professional Services/Hourly Rates.”

c. Ongoing Configuration Management (OCM)


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AT&T will manage a database of specific information regarding the logical address configuration(s) of the AT&T CPE and Customer Equipment and associated software specifications. AT&T will manage changes made to access lists, device passwords, and will use secured community strings for SNMP access. Configuration changes due to maintenance and moves, adds, changes or deletes (“MACDs”) will be included in the database. Reloads of router configurations from the AT&T technical platform database will be performed by the AT&T work center(s) if required as a result of major outages or system failures. AT&T work center(s) may initiate software updates to Customer Equipment with prior notification to Customer.

6. Maintenance Functions

Except as limited herein, maintenance applies to the physical, software and firmware failure of Equipment maintained by AT&T. AT&T CPE may be maintained only by AT&T. Customer may request AT&T to provide maintenance of Customer Equipment. Customer Equipment must be AT&T-certified. AT&T maintenance extends only to the following equipment:

CSU/DSU dial backup modem Out of band management access modems AT&T-certified routers

Additional Maintenance charges may also apply to other AT&T CPE. Charges for peripheral equipment (such as cables) that is provided by AT&T but manufactured by neither Cisco nor Juniper will be calculated using the percentages assigned to the applicable Site router manufacturer.

AT&T will proactively isolate and diagnose Equipment hardware faults and will interface with Equipment vendors and other vendors for engineering support, parts ordering and fault resolution of physical faults within the identified service boundaries, as well as respond to Customer-reported faults. If the physical failure’s root cause is outside the contractually defined service boundaries, the problem will be referred back to the Customer with the diagnosis. Equipment maintenance will also cover software/firmware problems that cannot be resolved remotely.

a. Equipment Maintenance Pricing Notes

The recurring monthly maintenance charges, set forth in the Pricing Schedule, become effective on the date a Site is installed and remain the same throughout the Pricing Schedule Term. Such charges continue to apply to a Site move, when the Equipment is re-installed at a new Site.

Generally, charges for maintenance services are calculated as a percentage of the manufacturer’s published list prices on the date of installation. Percentages are specified in Customer’s Pricing Schedule.

Service levels are determined by location and by the hours of coverage and response time provided by the maintenance technicians responding to reported Equipment problems.

b. Equipment Maintenance for Customer Equipment

For Customer Equipment, the Customer must choose between two arrangements:

The Customer may elect to purchase AT&T equipment maintenance; or The Customer may purchase maintenance from another equipment vendor. In such case, Customer shall

submit a Letter of Agency to the third party vendor (copy to be provided to AT&T) authorizing AT&T as a valid Customer agent with authority to report and escalate problems. In either case the Customer Equipment must be certified by AT&T.

Additional charges and other requirements will apply. See the MRS Pricing Schedule, in the table entitled ”Network Management Uplift Charges.” Other terms and conditions apply. See AT&T Service Guide HOME Page.(http://www.att.com/abs/serviceguide/internet_services.html)© 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand.MRS Service Guide19Jan 09 v14 Page 12 of 67

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c. Equipment Maintenance Support LevelsAvailability of maintenance levels varies by geographic location. Customers can choose different maintenance support levels for different sites where available. This flexibility will allow customization of maintenance support levels on a per-site basis. Not all maintenance levels are available at all locations.

Maintenance Level Response

Timeframe On-Site5 days x 8 hours Next Business Day

5 days x 8 hours 4 Business Hours7 days x 24 hours 4 Hours


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i. Next Business Day Service (5X8)

Under Next Business Day Service (5x8), repair coverage is offered Monday through Friday, 8:00 a.m. to 5:00 p.m. local time. If dispatch is required, a field engineer will arrive at the Customer premises no later than 5:00 p.m. on the next business day after AT&T completes remote trouble resolution processes. Where trouble resolution processes are not completed within time for next business day dispatch, a field engineer will be dispatched to the Customer premises as soon as reasonably practical.

ii. Four Business Hours Service (5X8)

Under Four Business Hours Service (5x8), repair coverage is offered Monday through Friday, 8:00 a.m. to 5:00 p.m. local time. If dispatch is required, a field engineer will arrive at the Customer premises within four business hours of completion of trouble resolution processes. For example purposes only, service will begin within four hours for calls that are received between 8:00 a.m. and 1:00 p.m. If a call is received at 2:00 p.m., service will begin by 9:00 a.m. the next business day. If a call is received during out-of-coverage hours, service will begin by 12:00 p.m. the next business day. Dispatch of technicians will only occur after remote trouble resolution processes have determined that the problem is in the Equipment.

iii. Four Hour, 24-Hour-a-Day Service (7X24)

Under Four Hour, 24-Hour-a-Day Service (7x24), repair coverage is offered 24 hours per day, seven days per week. If dispatch is required, a field engineer will arrive at the Customer premises within four business hours of the completion of trouble resolution processes, regardless of the time of day or day of the week. Dispatch of technicians will only occur after remote trouble resolution processes have determined that the problem is in the Equipment.

d. Non-US Support LevelsStandard response times at Sites outside the U.S. are established on an individual case basis depending on Site address and CPE configuration installed.

e. Out-of-Hours RepairsAs an extension to standard maintenance levels, Customers using 5X8 level maintenance service can choose to pay an hourly rate for out-of-hour repair on a per event basis. (See charges for Non-Standard Business Hours.) There is limited availability for non-US out-of-hours repairs.

f. Third Party Maintenance Providers /Vendor NotificationAT&T will establish working cooperation with third-party vendors (e.g. CPE maintenance vendors) with which Customer maintains a contract. Upon detection of a Customer Equipment-related network trouble, the AT&T Work Center will notify that vendor of the existence of a CPE hardware-related site fault(s). The AT&T Work Center will also initially status the Customer of this handoff. The Third Party Vendor(s) is responsible for physical hardware fault resolution. AT&T will make reasonable efforts to notify and respond to Customer vendor(s). Customer shall submit a Letter of Agency to the third party vendor (copy to be provided to AT&T) authorizing AT&T as a valid Customer agent with authority to report and escalate problems. Contact information with the vendor and Customer is required from Customer to be given to AT&T.

7. Life Cycle Management

Life Cycle Management is composed of the following functions:Moves, Adds, Changes and Deletes (MACDs) (via Business Direct)Supplementary Engineering and Technical ServicesRouter Upgrades


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Configuration Changes

a. Moves, Adds, Changes and DeletesMoves, Adds, Changes and Deletes consist of: Addition, Deletion or Moves of hardware at a Customer site, modifying routing tables, adding, deleting or modifying protocols or protocol prioritization schemes, Software Additions/Modifications of Serial and/or LAN connections. The AT&T Work Center will perform such work. Moves, Adds and Changes are provided on a per network, per transaction and/or per event basis as set forth in the MRS Pricing Schedule, in the table entitled “Life Cycle Management Changes.” Any movement that is not an Inside Move or an Outside Move, as defined in Appendix A, is billed as a Site de-install and new order.

The Site Delete Charge is applicable when a Site is de-installed, including Site deletes performed during the Pricing Schedule Term and Site deletes performed after the Pricing Schedule Term has expired. Site Deletions necessitate the removal of all logical configuration and related information from the equipment.

All rates for Lifecycle activity assume that work will be performed and completed during Standard Business Hours. In the event work is performed during non-Standard Business Hours, the applicable hourly rate will apply in addition to the lifecycle charges.

b. Supplementary Engineering and Technical ServicesAT&T will provide supplementary engineering and technical activities, including but not limited to network re-design and re-configuration to support additional protocols, re-addressing of the network and other agreed upon changes. These activities will be defined on a per Customer basis (detailed Scope of Work required) and will be priced according to the Professional services rates and charges as defined in the MRS Pricing Schedule, in the table entitled “Professional Services/Hourly Rates.”

AT&T will perform Professional Services as requested by Customer and agreed to by AT&T. Professional Services are billed with a minimum of four hours. If AT&T is required to perform Services outside of Standard Business Hours, then the Non-Standard Hours rates will apply in addition to the appropriate charge for the Service being performed.

c. Router UpgradesThe cost of equipment associated with upgrades will be based on manufacturer’s list price at the time the upgrade order is accepted, and the term of the Service Period. Upgrades may result in changes to corresponding recurring and/or one-time charges, and to required hardware; additional charges for physical installation may also apply.

d. Configuration ChangesConfiguration changes will be performed as requested by Customer and will be billed at the hourly rates set forth in the MRS Pricing Schedule, in the table entitled “Life Cycle Management Changes.”

III.C. Optional MRS Essential Features and Functions

1. Dial Backup FeatureThe Dial Backup feature offers Customers the ability to backup their primary Wide Area Network (WAN) circuits with secondary switched circuits in order to protect against network and/or access failures. The feature is managed by the appropriate AT&T Global Client Support Center and will perform periodic non-intrusive testing on a monthly basis and/or intrusive testing, at an optional fee, at the Customer's request. Dial Backup Solutions include:

a. Analog Dial BackupAnalog dial backup provides for individual telephone lines at remote sites to access a dial line at speeds up to 56k in case of primary transport failure. HUB sites may be configured with multiple, bonded analog lines to backup the primary transport in increments of 56k. Other terms and conditions apply. See AT&T Service Guide HOME Page.(http://www.att.com/abs/serviceguide/internet_services.html)© 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand.MRS Service Guide19Jan 09 v14 Page 15 of 67

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b. ISDN Basic Rate Interface (BRI)BRI ports for ISDN may be added to a site router. Up to 4 BRI ports per site router are allowed, subject to capability constraints of the site router.

c. ISDN Primary Rate Interface (PRI)PRI port for ISDN may be added to a site router, subject to capability constraints of the site router.

The managed ISDN and Analog Dial back up features are provided only when Customer obtains ISDN line (BRI or PRI) or Analog Dial line from a local telco provider. The charges for the local telco line are set forth in the separate agreement directly between Customer and local telco provider.

2. TACACS Access to AT&T Managed Routers

On an Individual Case Basis (“ICB”), Customer may be granted read-only access or read/write access, via TACACS, to AT&T managed routers. Such access is available on all, or none, of Customer’s MRS network. Partial provisioning is not available. Access incurs additional charges and requires the signature of an agreement for the option, containing additional terms and charges.Use of the read/write Access option voids all Service Level Agreements, including those available for MRS Complete Sites, with the exception of MRS On-Time Provisioning.

3. Static Integrated Network Access (SINA)

The design of a Customer site local access facility may include T1-based, SINA arrangements for integrating data voice, and/or video traffic. SINA facilitates the logical pass-through of data, voice, and/or video traffic through the T1.5 circuit and certified data communications equipment (DCE) in the Customer MRS Essential Network. No charge applies to the initial configuration; however, MACD charges for Configuration Changes apply. AT&T does not manage this logical pass-through traffic. AT&T will, however, assist in needed cooperative implementation, engineering, and operations work. Customers may incur additional charges to be billed on an hourly basis.

4. Warm Router Redundancy

The Warm Router Redundancy (WRR) feature provides equipment redundancy at sites where a Customer does not want to wait for an equipment vendor dispatch. It provides for a mirrored, secondary, co-located WAN managed router (Cisco only), using remotely controlled A/B WAN switches and power controllers. Upon failure of the primary router, the secondary router can be remotely configured to take the role of the active router. This switchover is a remote MANUAL operation by the AT&T Work Center. It is NOT an automatic detection and switchover solution. The switchover and activation of the secondary router takes place once the cause of failure is determined by the Work Center to be non-functioning router hardware.

This feature is priced by the addition of a mirrored Router Site within the Customer Network.

5. Hot Router Redundancy

Hot Router Redundancy is a feature that allows a primary router (or group of routers) to be backed up by a redundant, secondary router in case the primary router(s) fails. This feature is currently supported in Cisco routers only.

The protocol used by Cisco is Hot Standby Router Protocol (HSRP). HSRP automatically moves routing functionality from a primary router to the standby router upon detection of primary router failure. The redundant router must have an active WAN port connection to the WAN (Frame Relay, ATM, IPFR/ATM, AVPN and Digital Private Line*). The secondary router does not do any active routing or load balancing while the primary router(s) are healthy. The router only serves to backup either one router or a group of routers.


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This feature is priced by the addition of a mirrored Router Site within the Customer Network.

*Digital Private Line transport will require the Customer to contract and order (at the Customers expense) a AT&T 56K Frame Relay Circuit with one additional serial port on the router. This connection is used to support the management PVC provided by AT&T Product

6. SNMP Read-Only Logical View

For Customers who have their own SNMP workstations on their premises, AT&T can provide read-only access to the logical addressing/routing tables in the network at no additional charge. AT&T will provide read-only passwords that provide an SNMP view of all router configuration tables except for password files. For Customers choosing logical router management/logical fault resolution, and holding AT&T responsible for logical network connectivity, enabled passwords will not be provided.

AT&T will provide Customer with an appropriate SNMP read-only (RO) community string so that select router MIBs can be accessed via the Customer’s Network Management System(s). This RO community string will be different from the RO community string used by the AT&T Network Management Center. In addition, the ability to query the managed routers via this RO community string will be access-list protected, such that only pre-determined Customer Network Management System devices can access this information.

In the rare instance that the Customer’s management server results in excessive polling (more than once per MIB every ten minutes) that causes SNMP utilization on a router’s processor to affect performance, AT&T will not be responsible for meeting SLAs as a result of that particular service affecting condition.

If Customer selects this optional feature, Customer will supply AT&T with the IP address associated with up to three management server(s) that will be configured for SNMP access. In addition, Customers are responsible for the software and hardware related to their network management servers.

7. Managed Inverse Multiplexing of ATM (MIMA)

AT&T Managed Inverse Multiplexing for Asynchronous Transfer Mode (MIMA) Service is designed as a service that includes the implementation, management, and maintenance to support connectivity between the Customer's local area network and AT&T's ATM public network. AT&T's ATM network offers port speeds of 1.5 Mbps (T1), 45 Mbps (T3), or 155 Mbps (OC3). By multiplexing ATM, IMA allows AT&T to offer port speeds from 1.5 Mbps through 12 Mbps.

MIMA will be deployed and supported with the addition of router-integrated IMA port modules on the routers that interface the Wide Area Network (WAN) and combine greater bandwidth access with the inherent router operation.

The router integrated MIMA is an add-on service function to MRS Essential Services. The demarcation point for router integrated MIMA is the LAN interface on the Customer's MRS Essential router.

8. Managed Disaster Recovery Option

Managed Disaster Recovery Option (MDRO) provides for implementing, testing, and recovering critical router sites within an AT&T managed wide area network. As a defined service feature, MDRO provides for a cooperative wide-area network (WAN) recovery to an alternate disaster recovery site. AT&T on behalf of the Customer performs this WAN recovery. The service allows the Customer to focus on recovering critical LAN applications while relying on AT&T to recover their wide area network.


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The MDRO feature redirects managed Customer networks to an alternate site in the event of a catastrophic occurrence that affects a Customer’s primary site. Even though Customers primarily desire this service for data centers, they may also opt to secure this service for any other critical site. It is not atypical for a Customer to purchase MRDO for multiple sites.

MDRO requires the following components:

A predefined disaster recovery plan that specifies when, where, and how the managed network is recovered per the Customer’s desire.

A disaster recovery site where the network will be redirected to recover the Customer services. AT&T highly recommends that this site be geographically dispersed from the site that is being recovered.

Only AT&T Transport services (Frame Relay, ATM, IPeFR/IPeATM) are used.

Customer can opt to designate a disaster recovery site at a Customer owned site or contract with a disaster recovery vendor. Customer has several options in terms of equipment and transport facilities.

AT&T can provide a dedicated managed router at the disaster recovery site. The Customer can contract with the disaster recovery vendor to provide a “shared” router. AT&T can provide a dedicated transport connection to a dedicated managed router. The Customer can contract with the disaster recovery vendor to provide a “shared” AT&T transport connection.

When the Customer selects to contract with a disaster recovery vendor to provide “shared” transport and/or equipment, it is the responsibility of vendor to physically configure the equipment and appropriate transport connection. The vendor is also responsible for providing AT&T a dial in modem to access to the router. Once AT&T accesses and verifies the equipment is consistent with the recovery requirements and the transport connection is up, AT&T assumes sole responsibility for configuring the router and redirecting the remote sites/data traffic to disaster recovery site.

AT&T provides planning and coordination resources to work with Customer to prepare for disaster recovery implementation and testing. As part of the implementation phase, AT&T:

Consults and advises the Customer on recovery strategies. Where applicable, incorporates the Customer’s recovery strategy into High Speed Packet Service Disaster

Recovery Option (“HSPS DRO”) scenarios to redirect (E)PVCs to the disaster recovery site. Coordinates with the Customer, Disaster Recovery Vendor, and AT&T Business Customer Recovery Center

(BCRC) to plan and execute disaster recovery strategies. Produces a disaster recovery procedure for review and archiving for the Customer. Performs a connectivity (ping) test to validate the network redirect. Performs a application test to allow the Customer to test applications over the redirected network

Periodic testing is supported once implementation is complete. Customer has the responsibility of scheduling the test with AT&T, within an agreed period of time before the test such that AT&T will have the resources necessary to support the test.

In the case of a true disaster, Customer contacts the designated AT&T work center to initiate the disaster recovery process. If a disaster recovery vendor is involved, Customer is also responsible for notifying their vendor.

Limitations: The backup router must be equivalent to the primary router in terms of capacity and software version. Customer may perform as many periodic tests as desired, provided the tests are scheduled with AT&T as agreed

between Customer, AT&T and (where applicable) vendor..Periodic tests and actual disaster recovery events are billed to the Customer per the Pricing Schedule.

9. Network Address Translation Other terms and conditions apply. See AT&T Service Guide HOME Page.(http://www.att.com/abs/serviceguide/internet_services.html)© 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand.MRS Service Guide19Jan 09 v14 Page 18 of 67

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Network Address Translation (NAT) consists of additional software, management and equipment to support the translation of non-NIC registered addresses. Support may be added in blocks of 50 IP addresses at a time subject to capability constraints of the site router. The first 50 IP addresses are included in the Service. Additional IP address blocks will incur a charge, as set forth in the MRS Pricing Schedule, in the table entitled “Network Management Uplift Charges.”

10. Frame Relay Plus Management Support

AT&T’s Frame Relay Plus Service, in conjunction with MRS Essential, provides proactive monitoring and fault resolution to address problems beyond the frame cloud, as well as a complete range of performance reports that enhance troubleshooting and performance tuning.

FRP Services are based on the following technology components:

a. Frame Relay Plus CSU/DSURemote monitoring specification (RMON) based CSU/DSUs (manufactured by Fluke/Visual Networks and located at each Customer network location) collect performance information and are monitored 24-hours-a-day, 7-days-a-week by AT&T network experts for site connectivity.

b. Management PVCsAn additional PVC is added to each CSU/DSU and connected to AT&T’s management center for polling, traps and periodic downloads. This PVC terminates at the CSU/DSU.. With Frame Relay Plus Service Level 3, one additional PVC is added at the headquarters site to provide full time connection directly to the Performance Database Platform.

c. Performance Database PlatformA server at AT&T’s Global Support Center collects and processes remote CSU performance data for report generation and viewing.

d. Management ClientA PC at the Customer’s location for the FRP Level 3 service accesses the Performance Database Platform via an additional PVC.

If this feature is chosen, $50 will be deducted from the list price of the Site Router Equipment Order List price.

11. Third Party Managed Transport

Third Party Managed Transport is a feature whereby AT&T will provide standard MRS Essential Service as defined in this Service Guide on WAN Transport provided by another carrier’s network (non-AT&T), which is procured by the Customer and for which the Customer has financial and operational responsibility. MRS Essential will provide equipment, management and maintenance via AT&T CPE or Customer Equipment. MRS Essential is available on a standard basis for third party transport that is Frame Relay and/or ATM Layer 2 Transport. MRS Essential is available on an individual case basis for third party transport that is Layer 3 (IP enabled) Frame Relay or ATM transport.

In this scenario, Customer authorizes AT&T to act as Customer’s agent with the third party to achieve trouble resolution where service problems are isolated to the non-AT&T provided circuits. If the transport network is wholly unmanaged, Customer must procure AT&T Frame Relay access (via separate contract and at Customer’s expense) for network management (NM) connectivity to the Customer hub(s). This will require a second WAN port for NM access at Customer hub sites. Third Party Managed Transport may be used for an entire network or only selected Customer Sites.

Customer responsibilities include;


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Procurement of the Third Party Managed Transport Letter of Agency submitted to the third party vendor (copy to be provided to AT&T) authorizing AT&T as a valid

Customer agent with authority to report and escalate circuit problems. Circuit information (i.e. circuit ID, bandwidth) as required by AT&T to refer troubles, effectively design the

network and provide performance reports. Ensure third party vendor contact information and escalation procedures are provided to AT&T

Additional uplift charges will apply for this feature as defined in the MRS Pricing Schedule, in the table entitled “Network Management Uplift Charges.”

12. AT&T VPN Transport

MRS Essential provides a managed solution for AT&T VPN Transport (“AT&T VPN”). Standard MRS Essential capabilities are available with AT&T VPN Transport as outlined in this Service Guide. AT&T VPN transport may not be available in all geographic locations where MRS Essential is available.

AT&T VPN is a network-based IP VPN solution that is enabled by Multiprotocol Label Switching (MPLS). AT&T VPN service enables Customers to build a network-based MPLS virtual private network to link locations and transmit applications such as voice, data, and video over a single connection. AT&T VPN provides the capability to establish any-to-any connectivity through a single MPLS Port to each Customer location.

Not all AT&T VPN Features or capabilities are available with MRS; therefore, the design must be approved by AT&T on a custom basis. The following AT&T VPN transport features are generally supported:

Standard AT&T VPN CoS Low-speed PPP (LSPPP) / Multilink PPP (MLPPP): US only.

o AVPN LSPPP & MLPPP is not supported by MRS or AVPN Managed Routers outside the US. There is no estimated Most of World support availability date.

o High-speed PPP (HSPPP) Transport includes OC3 and OC12 POS and Frame Encapsulation features. Support VoIP as an IP packet in CoS1 Unilink feature Serial DSL is supported only on the AT&T-managed Cisco 1841 Router platform via V.35 interface. Multicast is a supported feature subject to the following limitations: IPSEC, Ethernet WAN and managed VOIP are not available with Multicast Multicast is not supported with access types at OC12 or above The V.35 serial DSL interface is the only DSL interface that is support with Multicast

The following AT&T VPN Features are not supported with MRS:

Non-IP protocols, such as IPX, Decnet and AppleTalk Enhanced Reporting (i.e. Frame Plus) VOIP on any transport other than Frame, ATM and IMA Route Group or Hub and Spoke

13. Voice Over IP

a. General Description


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The VoIP Feature of MRS Essential (the “VoIP feature”) is currently available on Cisco routers only. The VoIP Feature enables Customers to transmit voice and facsimile telephone calls in IP format from Customer PBXs at VoIP Sites. The telephone call is digitally encoded, compressed and packetized at the AT&T CPE router and transmitted in CoS1, while the rest of Customer’s data traffic is transmitted in the other Classes of Service, if applicable. The telephone call is then sent along with Customer’s data transmissions over the Service to another Customer VoIP Site or, where permitted, to an Off-Net termination point.

Feature Packages 02-18 provide On-Net/On-Net calling, and vary based on the number of possible concurrent calls, PBX type and protocol, and minimum router requirements. Feature Packages 02-18 are described in more detail in section 12.2 below, and in Appendix D.

Feature Packages 20-48 provide On-Net/Off-Net calling, and vary based on the number of available minutes, as further described in sections 12.3 and 12.4 below. Purchase of Feature Packages 20-48 also requires purchase of at least one On-Net/On-Net Feature Package 02-18.

These Feature Packages provide one-way outbound VoIP only. Off-Net/On-Net calls are not supported or permitted.

The recurring charges for each VoIP Feature Package are further described below. In addition to recurring charges, one-time charges (OTC’s) may also apply to the Service Components of the VoIP Feature.

b. Definitions

ANI Automatic Number IdentificationNPR Network Performance Reports for VOIP – includes call detail

and SLA informationOff-Net Call origination or termination point not directly connected to

Customer's Service.Off-Net/On-Net VoIP call that originates Off-Net and terminates On-NetOn-Net Call origination or termination point directly connected to

Customer's ServiceOn-Net/On-Net VoIP call that originates On-Net and terminates On-NetOn-Net/Off-Net VoIP call that originates On-Net and terminate Off-Net.Private Dial Plan Inter-PBX dial planPSTN Public Switched Telephone NetworkVoIP Site Customer Site where the VoIP Feature is ordered, installed and

operational


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c. AT&T VoIP PBX Interface Feature Packages (# 2 – 18)

The VoIP PBX Interface Feature Packages include the Service Component bundle necessary to enable a VoIP Site for On-Net/On-Net calling. The VoIP Feature is only available with AT&T ATM transport if Customer selects VoIP PBX Interface Feature Packages 12 or 14. These VoIP Feature Packages, except for Feature Package 15, are determined based on the number of concurrent calls required, the PBX type, and the probable PBX protocols. VoIP Feature Package 15 is based on the number of concurrent calls and assumes that Customer owns and maintains the CPE gateway router or IP PBX. The parameters of these Feature Packages are detailed in the table listed in Appendix D.

d. AT&T On-Net/Off-Net VoIP Feature Packages

On-Net/Off-Net VoIP Feature Packages may be ordered for any VoIP Site inside or outside the US from which Customer expects to place calls to Off-Net termination points. These VoIP Feature Packages are determined based on the maximum number of minutes of calls to US Off-Net termination points (“US Calls”) included in the Feature Package for the particular VoIP Site. Customer must also have a VoIP PBX Interface Feature Package in place concurrently with On-Net/Off-Net Feature Package(s). Customer can select up to three (3) On-Net/Off-Net Feature Packages per Site at one time to increase the number of permitted minutes. Unless a VOIP Feature Package is ordered for a Customer Site, VOIP calls from that Site will not be permitted.

AT&T On-Net/Off-Net Feature Packages include all US Calls for no additional charge if Customer does not exceed the Global Aggregate number of minutes permitted under the ON-Net/Off-Net Feature Packages purchased by Customer for all Sites. The Global Aggregate number of minutes is the total of all Feature Packages ordered by Customer for all Customer Sites. On a monthly basis, all On-Net/Off-Net minutes permitted in all On-Net/Off-Net Feature Packages ordered for all Customer Sites globally will be aggregated and compared to the total minutes of US Calls for all Sites. If there is an usage overage, AT&T will charge Customer a per minute rate set forth in the Pricing Schedule for the net excess minutes, prorated across the Sites that were “over” their maximum number of minutes. Customer must order each Feature Package for a single Customer Site. Minutes allowed under a single Feature Package can be used by multiple Customer VOIP-eligible Sites. Multiple Feature Packages can be ordered to a single Customer Site. Customer will also incur normal PSTN charges for any calls from a VoIP Site that use the PSTN,

The parameters of these Feature Packages are detailed in the following table:

VoIP On-Net/Off-Net Feature Packages


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Feature Package Number Number of Minutes

Package 20 20,000

Package 22 43,000

Package 24 68,900

Package 26 91,000

Package 28 120,000

Package 30 150,000

Package 32 195,000

Package 34 235,000

Package 38 280,000

Package 40 320,000

Package 42 360,000

Package 44 410,000

Package 46 800,000

Package 48 1,600,000


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e. AT&T VoIP On-Net/Off-Net Non-US callsCustomers who choose On-Net/Off-Net Feature Packages can also make calls originating from any VoIP Site inside or outside the US to Off-Net termination points located outside the US (“Non-US Calls”). Customer may call Off-Net termination points in any country in the world with telephone service, even if the Service is not available in the country. No matter where in the world a VoIP on MRS On-Net/Off-Net call originates, the gateways where all such calls hop-off onto the public switched telephone network are currently in a limited number of locations, with appropriate interconnection arrangements for PSTN termination. Customer will be billed per minute charges for Non-US Calls based upon the country/region being called, and these charges do not vary based on where the call originates. Per minute charges for Non-US Calls apply even where the Non-US Off-Net termination point called is in the same country as the VoIP Site where the call originates. The per minute charges for Non-US Calls by country/region are set forth in the Pricing Schedule.

f. Survivable IP Telephony Option Survivable IP Telephony Option is available with the VoIP feature if Customer has the Cisco Call Manager IP PBX. [Cisco refers to this feature as Survivable Remote Site Telephony (SRST). The Survivable IP Telephony Option permits Customer to use the PSTN, rather than the IP Telephony network, to send and receive calls at remote sites over the PSTN when the connection to the Cisco Call Manager is lost. The Survivable IP Telephony Option includes installation, management and maintenance of appropriate software on the AT&T CPE to enable SRST, and does not include PSTN services or usage. Customer is required to purchase, manage and maintain their PSTN access facilities and usage. Note that call completion when the survivability feature is engaged is dependent upon the number of PSTN connections ordered and installed by the Customer. AT&T does not warrant or guarantee the availability or performance of the Survivable IP Telephony option. Any Remote Sites using the Survivable IP Telephony Option must order any of Feature Packages 02-18 excluding Feature Package 15. The Site with the Cisco Call Manager IP PBX must order Feature Package 15.

g. Additional VoIP Related Customer ResponsibilitiesIn addition to Customer responsibilities set forth elsewhere in the Agreement, a Customer ordering the VoIP Feature must:

cooperate with AT&T during all phases of installation; send Customer’s PBX manufacturer a Letter of Agency authorizing AT&T to contact the PBX manufacturer

directly to coordinate testing and problem determination; assign a Customer single point of contact at each VoIP Site; supply and maintain the PBX as well as the cable between the PBX and the AT&T CPE router at any VoIP Site

and other inside wire; provide AT&T with the detailed Site information necessary for AT&T to develop a dial plan. Such information

includes, but is not limited to, PBX configuration, current and future expected call volumes and number of concurrent calls;

install, or have Customer’s PBX or Key System provider install, the required changes to PBX hardware and software to implement the dialing plan developed by AT&T, including, without limitation, hair-pinning calls to PSTN circuits, busy out conditions and VoIP access codes; and

modify its PBXs at VoIP Sites so that telephone calls coming in from Customer’s network cannot be connected to outbound trunks directly connected to the PSTN.

h. Additional VoIP Related AT&T ResponsibilitiesIn addition to AT&T responsibilities set forth elsewhere in the Agreement, for a Customer ordering the VoIP Feature, AT&T will:

install and maintain a voice interface card in the AT&T CPE router at each VoIP Site, unless Customer selects VoIP Feature 15;


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install and maintain any additional required router features such as memory for the AT&T CPE, unless Customer selects VoIP Feature 15;

attach the Customer-provided wiring connections from the Customer-provided PBX at the VoIP Site to the AT&T CPE router voice interface card, unless Customer selects VoIP Feature 15;

develop and present to Customer for implementation a PBX dial plan and/or Private Dial Package, which will indicate the routing of telephone calls based on the digits dialed and will include alternate PSTN routing if AT&T routes are inoperable or busy;

make available monthly VoIP call quality monitoring and call quality reports, unless Customer selects VoIP Feature Package 15; and

provision and setup the primary and redundant call control elements for the AT&T network to support VOIP services used by Customer.

i. VoIP Feature Usage Prerequisites, Recommendations and Limitations

The Service and the VoIP Feature may not be available in every country or every location in a country. The VoIP Feature is only available to MRS Customers that also have AT&T IPFR, AT&T Frame Relay or ATM

transport at the VoIP Sites. Customer must also order appropriately sized COS1 at VoIP Sites and crossover PVC(s) (if applicable) to handle

On-Net/Off-Net traffic under Customer’s AT&T transport contract(s). The VoIP Feature is only available if Customer uses specific makes and models of PBX and Key Systems.

AT&T will provide information on supported hardware as requested. Customer’s PVC and access connections at a VoIP Site must have enough bandwidth to carry Customer’s voice

transmissions; Customer may need to purchase/increase the bandwidth at a VoIP Site under its transport contract with AT&T to accommodate the VoIP Feature.

Voice must be the only traffic on Cos1 at the VoIP Site. The VoIP Feature does not support Off-Net/On-Net telephone calls or certain other voice services, including, but

not limited to, long distance directory assistance, Toll Free Calling (800, 866, etc…), 411, 500, 700, 900, 911 and 976 calls. Customer should ensure that its PBXs do not transmit such calls over the VoIP Feature. CUSTOMER MUST ENSURE THAT NO E911 CALLS ARE SENT TO THE VOIP FEATURE, AND MUST INDEMNIFY AT&T IN THE EVENT ANY SUCH CALLS ARE SENT TO THE VOIP FEATURE AND AT&T SUFFERS OR INCURS ANY LOSS, DAMAGE, LIABILITY OR COSTS RESULTING THEREFROM.

The VoIP Feature can be used for facsimile transmissions, but the coding algorithms employed will usually send each page at approximately 9.6 kilobits. Customer should consider such transmission characteristics when using the VoIP Feature for facsimile transmission, and may prefer to route such calls over the PSTN.

Customer should route telephone calls that originate from modems to the PSTN. The VoIP Feature supports such calls, but the speed of such calls will be much faster across the PSTN.

Customers should have a private switched network backup route through their PBXs so that overflow calls routed by the VoIP Feature back to Customer’s PBX are not lost.

If Customer uses Customer-owned IP PBX or CPE gateway router (Feature Package 15), standard VoIP call quality reports are not available.

ANI is supported only with a PRI interface to the Customer’s PBX. Customer must set the PBX to send the ten-digit ANI in the Calling Party Number information element of the ISDN/PRI call setup message. The ANI sent by the PBX will be sent with On-Net/On-Net calls, but not with On-Net/Off-Net calls.

A High Cost Call Fee will apply if more than 20% of Customer’s total minutes of US Calls in any month are High Cost Calls. The High Cost Call Fee will be equal to the difference between the actual total excess access cost per minute above $.025 for all High Cost Calls for the month. For purposes of this provision:

o “High Cost Calls” are calls that terminate Off-Net at numbers for which the terminating switched exchange access cost per minute exceeds $0.025 (or the benchmark rate for Competitive Local Exchange Carrier’s interstate switched exchange access services established by the Commission, if lower than $0.025).


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o The terminating switched exchange access cost per minute will be the sum of the per minute charges imposed by the terminating Local Exchange Carrier, plus the prorated portion of all other charges imposed by the terminating Local Exchange Carrier for terminating switched exchange access, expressed on a cost per minute basis.

In addition AT&T may restrict, suspend or discontinue Customer’s use of MIS with VoIP if Customer does not bring the percentage of such High Cost Call minutes below 20% for a 30 day period beginning on the day AT&T gives notice of such calling patterns. AT&T’s notice will identify the Numbering Plan Areas with high access costs that were called by Customer.

j. VoIP Feature Billing and Charges

The typical Charges for the VOIP Feature are as follows:

Per VoIP Site one-time installation charges Monthly Recurring Feature Package Charges Other Monthly usage charges such as:

o Charges for US Call minutes used by Customer in excess of the global aggregate On-Net/Off-Net minutes purchased.

o Charges for Non-US Calls (even where the non-US Off-Net termination point is in the same country as the originating VoIP Site), determined according to the call termination point.

o Charges for US Call overages and for Non-US Calls are billed in six second increments; however, there is a 30 second per-call minimum billed for Non-US Calls.

k. Non-US Call DiscountThe following volume discounts apply to the per minute rates for Non-US calls. These discounts do not apply to other OTC and recurring and non-recurring charges for the Service or the VoIP Feature:

Non-US Calls

Volume DiscountsTotal Monthly Non-US Call Minute Volume per Customer

20% 0-20,000

65% 20,001-100,000

73% 100,001-500,000

75% 500,001 and above


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l. VoIP Feature Service Activation DateAT&T deems the VoIP Feature at a Customer Site ready for use by Customer after successful testing the VoIP Feature at the VoIP Site. After AT&T has installed and/or configured all necessary Service Components and Customer has met all of its obligations with respect to Customer-provided equipment at the first two VoIP Sites, AT&T, with Customer assistance, will test the VoIP Feature by using it to make telephone calls between these two installed VoIP Sites. Subsequent Sites will be tested after they have been installed. After successful testing of the VoIP Feature at a VoIP Site, AT&T will notify Customer that the VoIP Feature is ready for use at the tested Site, and the notice date shall be the Service Activation Date for the VoIP Feature at the Site. However, if the VoIP Site is in “Customer not ready” status at the time AT&T has installed and/or configured all necessary Service Components of the VoIP Feature at the Site, billing for the VoIP Feature at the Site will begin on the earlier of thirty (30) days after the Scheduled Service Activation Date for the VoIP Feature at the Site or the actual Service Activation Date for the VoIP Feature at the Site.


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IV. MRS COMPLETE

IV.A. Service Overview

For Sites designated by Customer and approved by AT&T for MRS Complete, AT&T provides all the MRS Essential network management package. Accordingly, all terms and conditions specified in this Service Guide for MRS Essential apply to MRS Complete, and the following additional features are only available to MRS Complete Customers:

Network Operations Management Reports; Performance Capacity Management (optional); and Service Level Agreements

o VoIP R-Factoro On-Time Provisioningo Site Availabilityo Time to Restore

IV.B. Network Operations Management Reports

The standard MRS Complete Network operations reports focus on basic router performance and include WAN and LAN utilization information. These reports are available, in color charts and graphs, via a web-based, HTML viewable format. Operations management reports are provided on a scheduled periodic basis, with each report displaying information gathered during the previous period's activity. Reports cover both AT&T CPE and Customer Equipment. The standard reports are the following:

1. Router Information ReportThe Router Detail Report provides basic inventory and logistical information about the router, such as router name, location, PVC terminations, DLCI and port speeds.

2. Router Performance Report The Router Performance Report provides network and router utilization information, and network health information. The report may summarize network usage volumes and averages or report router performance on an exception basis.

3. PVC Report The PVC Report is a WAN activity report that displays usage over the frame relay network. This report provides the daily volume of PVC activity and hourly volumes compared to predefined thresholds. These reports also include a network health report and indications of situations to watch.

4. Access Port Report The Access Port Report provides the network and router performance from the volume of data that has been sent or received at the WAN port interface. This report gives a summary of WAN port activity and also lists areas for concern, based on pre-defined thresholds for WAN use.

5. LAN Port Report The LAN Port Report provides the router performance based on the utilization of the LAN ports on the router. These reports, like WAN reports, provide information on utilization of LAN ports on the router and also indicate exceptions to pre-described thresholds.

Additional reports are available for an additional charge. See section IV.C.1 of this Service Guide.


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IV.C. Optional MRS Complete Performance Capacity Features and Functions

The following optional features and functions are available with MRS Complete Sites utilizing Cisco routers. Additional charges apply for optional features and functions.

1. Performance Capacity ManagementPerformance Capacity Management (PCM) provides performance analysis and capacity planning services. PCM identifies Sites that are trending toward or operating above threshold levels so that Customers can consider network upgrades or changes. The PCM Monthly Exception Analysis and Performance Capacity Reviews are based on hourly historical performance data gathered from the Customer’s routers. AT&T will work with the Customer in reviewing the Monthly Exception Analysis and Performance Capacity Reviews and in establishing and maintaining the PCM performance thresholds. The charges for PCM are set forth in a separate contract or Pricing Schedule.

a. PCM Monthly Exception AnalysisThe Monthly Exception Analysis addresses elements and metrics. Exceptions are determined by events that exceed the PCM thresholds for a predetermined duration of time.

Routers: CPU Utilization, router buffer utilization and buffer misses (Cisco routers only). Router WAN Interfaces: Interface utilization (Frame Relay ports and PVCs, ATM ports and VCs, Private Lines),

Discards (ATM/Frame Relay interfaces and Private Line interfaces) and network latency (Cisco Only) between adjacent router pairs.

Router LAN Interfaces: Interface utilization, error rates (Token Ring), and Ethernet collision rates (Cisco only). A single monthly conference call can be established between Customer and the AT&T PCM Network Analyst to

discuss findings and recommendations. The Exception Analysis will be electronically mailed prior to any conferences and the statistical output will be in Excel format.

b. Periodic Performance Capacity ReviewsThe optional PCM Periodic Performance Capacity Reviews are available to Customers at a frequency of every year, every six months, every four months, or every three months. These Capacity Reviews are based on PCM’s Three Month Trend Analysis and WAN Forecast Exception Analysis.

The Three Month Trend Analysis focuses on the previous three-month period and provides statistical and graphical information with respect to how all network components covered by PCM are performing. This includes those components over utilized, under utilized and within thresholds. Router CPU, LAN Interface, WAN (Frame Relay, ATM, Private Line) Interfaces, Frame Relay PVC and ATM VC Utilization are charted based on three Customer-selected percentile thresholds.

The WAN Forecast Exception Analysis focuses on predicting which Frame Relay/ATM Ports and virtual circuits and Private Lines will be over utilized (based on Monthly Exception Analysis Thresholds) up to six months into the future. The analysis is based linear regression by hour of day using four months of historical hourly utilization data. The WAN Forecast Exception provides statistical and graphical information for those WAN components identified.

Performance Capacity Reviews will be established between the client and AT&T to discuss the findings and recommendations via teleconference or face to face meetings (within the continental United States). Requests for face to face meetings outside the continental United States will be handled on an individual case basis and will incur additional fees. Performance Capacity Reviews will be electronically mailed prior to any conferences. The statistical output will be in Excel format.


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IV.D. Service Level Agreements (SLA)

1. Overview

AT&T has established a set of standard service level performance objectives for MRS Complete. While AT&T cannot guarantee that these service level performance objectives will be met, subject to the limitations stated herein, AT&T will issue Service Level credits when AT&T fails to achieve a service level performance objective. SLAs are only available at AT&T MRS Complete Sites located in countries that participate in SLAs, and are provided at no additional charge to Customers meeting the specified Customer eligibility requirements. AT&T may from time to time modify the SLAs, including but not limited to its objectives, measurements and credits, upon one-month prior notice.

2. VoIP R-Factor SLA

The VoIP R-Factor SLA shall be deemed to be part of Customer’s SLA Plan and shall be subject to the limitations and other terms and conditions, including those covering termination and modification. The VoIP R-Factor SLA is available and may be provided for Qualifying Sites as defined in “VoIP SLA Eligibility Requirements” (section d) below. The VoIP R-Factor SLA will begin to be applied at the start of the second full calendar month following the Service Activation Date as defined in Section 12.m above. For example, if the Service Activation date is January 15, the SLA would begin to apply March 1. The charge for the SLA available under this Addendum is included in the rates listed in Schedule 1 of the Attachment.

a. VoIP R-FactorVoice over IP R-Factor refers to the measurement of call quality based on the ITU-T specification G.107, which defines the measure of voice quality in the form of an R-Factor.

R-Factor is an ITU-T G.107 standard that measures three network factors to determine voice quality: Latency – one way transit across the network Packet Loss – includes late and lost packets Jitter- the inter-arrival rate between voice packets

These three factors must be considered together to determine voice quality. R-Factor is highly correlated with Mean Opinion Score (MOS), an industry voice quality standard.

b. ObjectivesCustomers with who have chosen the SLA Plan and have multiple qualifying VoIP Sites with AT&T MRS Complete Service are eligible for the following VoIP R-Factor service level objective (SLO) for On-Net/On-Net calling, subject to the exceptions, exclusions and limitations set forth in this section and the SLA sections. For example, a month in which more than 10% of the eligible calls at a U.S. VoIP Site experience an R-Factor of less than 70 would be a case in which the SLO is not met at that Site.

VoIP Site LocationCountry/Region

R Factor for 90% or more calls per VoIP Site per month(1)

United States (48 contiguous states only) 70Participating MoW countries listed below and Alaska and Hawaii 65


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(1) - Calls that are 10 seconds or less will not be included in calculating whether or not AT&T has met the VoIP R-Factor SLO.

The VoIP R-Factor SLO is available and may be provided for Qualifying Sites (section d) below in the following participating countries:

R-Factor SLO Participating CountriesArgentina Hong Kong PhilippinesAustralia Hungary Poland Austria India PortugalBelgium Ireland RomaniaBrazil Israel Russia Bulgaria Italy Singapore Canada Japan Slovak RepublicChile Korea SloveniaColombia Latvia SpainCroatia Lithuania Sweden Cyprus Luxembourg Switzerland Czech Rep Malaysia Taiwan Denmark Mexico TurkeyEstonia Netherlands United Kingdom

Finland New Zealand United States (48 contiguous states)

France Norway VenezuelaGermany PeruGreece


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c. RemediesSubject to the exceptions, exclusions and limitations set forth in this Service Guide, where AT&T fails to meet the applicable SLO for VoIP R-Factor set forth above for an MRS Complete VoIP Site, Customers will be eligible for the credits set forth below as Customer’s sole and exclusive remedy for such failure. For the R-Factor SLO, any credits are calculated based on a percentage of the VoIP PBX Interface Feature Package charge. On-Net/Off-Net VoIP Feature Package(s) charges, US overage usage charges, and International Off-Net charges are not included in calculating the credit.

Customer shall not be entitled to more than five (5) credits for any particular Site in a year for failure to meet the VoIP R-Factor SLO. In no event will Customer be eligible for total SLA credits ( VoIP credits and Network Performance SLAs, ) for a Site in a given month that exceed one hundred (100) percent of the Charges that would be counted for credit calculations for such Site for the month. The following chart lists the credits that apply for a failure to meet the SLO at a given eligible Customer Site for one or more consecutive months. For example, if an eligible MRS Complete Site failed to meet the SLO in January and February, met it in March, and then failed to meet it in April, Customer would receive a 5% credit for January, a 10% credit in February, and a 5% credit in April.

Percentage Credit off the Monthly VoIP Charge(s)





Month 1 Month 2 Month 3 Month 4 Month 5

5% 10% 15% 20% 25%


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d. VoIP SLA Eligibility RequirementsQualifying Sites for the VOIP SLA are MRS Complete Sites which meet the standards specified in “Customer Eligibility for SLAs” below and in addition meet the following requirements:

Access speed at the VoIP Site must be greater than or equal to 128Kbs. Customer must actively use the VoIP Feature at the VoIP Site for two full calendar months before the Site is SLA

eligible. SLAs are not available for Customers in Customer Not Ready status. Customer Sites with cascaded router configurations do not qualify for VoIP R-Factor SLA. Calls that are 10 seconds or less will not be included in calculating whether or not AT&T has met the SLO. Customer Sites without ISDN backup as specified in “Customer Eligibility for SLAs” below do not qualify for VoIP

SLA. Customer must submit trouble reports to AT&T within 24 hours after any Customer or User experiences

degraded call quality of the telephone calls over the VoIP Feature. VoIP Sites with Feature Package 15 are not eligible for the VoIP R-Factor SLA.

3. Network Performance SLAs

Network Performance SLAs are available for eligible MRS Complete Sites and services in the countries listed in the table entitled “Site Availability Objective by Country”, below, as modified by section 4, “Customer Eligibility for SLAs” and section 5, “SLA Exceptions and Exclusions,” and are not available in all countries.

The Network Performance SLAs are: On-Time Provisioning, Site Availability and Time to Restore.

Component Measurement Objective Eligible SLA Credit

On-Time Provisioning SLA

Individual Site Installation and Enablement

Completion of Each Site On Time

50% Of subject Site(s) Installation Charge 1

Site Availability SLA

(Objectives or availability may vary by country, see item 3.b below)

Individual Site Availability

99.0% - w/o backup

99.4 to 99.6% - with ISDN dial backup

99.6 to 99.8 % - with dual leased lines, single router

99.8 to 99.9% - with dual leased lines, dual routers & diversity

Progressive Credit based on Monthly Operations Management Charges for Affected Site2

Time to Restore SLA

Time To Restore - with and without Dispatch

4 hours3 10% of Monthly Operations Management Charges for Affected Site2


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1 Not available if one-time charges are amortized for the Site in question.

2 Site Availability SLA Credits are applied based upon the Network Management fees for MRS Services.

3 Response time is not applicable during any time period when an “Exception” occurs as described in Section 5 below. Time to Restore Credit is paid only when Site Availability is missed; it is additive to the Site Availability Credit. Example, if all Sites meet the required Site Availability Metric, but Time to Restore is missed, no credits will be issued. If Site Availability is missed for a particular Site AND Time to Restore is missed, both the Site Availability and Time to Restore Credits will apply, subject to the 100% of Monthly Operations Management Charge limitation.


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a. On-Time Provisioning SLA measures on-time site implementation based upon mutually agreed to schedule of dates between the Customer and AT&T. AT&T and the Customer will mutually agree to a Service Activation Date for each MRS Complete Site after all the required data for the Site is available. These dates will also include restrictions and/or limitations imposed by specified country Local Service Providers. Both Customer and AT&T will review these specific country time frames prior to agreeing to a specific installation schedule.

As part of Site installation, AT&T will complete the physical installation and logical configuration of all CPE and network connectivity such that a Site is able to send/receive data packets from the LAN interface of the WAN router across the primary link. AT&T considers the Site installed after it has successfully established connectivity via a ping of the WAN router and attempts to notify the Customer that the Site is available.

A Site is installed if it is made available for Customer usage according to its original hardware and software configuration using primary transport facilities. A Site will be considered installed On-Time provided the Site is available for Customer testing and usage on or before the Customer Commit Date.

All countries listed in Appendix B participate in the On-Time Provisioning SLA.

b. Site Availability measures the availability of eligible MRS Complete Customer Sites over a calendar month. The Site Availability SLA will begin to be applied at the start of the second full calendar month following the Service Activation Date as defined in Section 12.m above. For example, if the Service Activation date is January 15, the SLA would begin to apply March 1. There are four tiers of Site Availability based upon type of transport, network configuration and backup for the subject Customer Site. The four tiers for Site Availability are:

No Backup ISDN Dial Backup Dual Leased Lines with one router Dual Leased Lines with two routers

Note: Sites equipped with backup means other than ISDN or leased line shall be classified as “without backup”.

The Site Availability SLA measures the ability to send or receive data packets from the LAN port of a router over a primary or secondary (backup) link regardless of the number of hops over a specified time frame. Site availability is measured and reported as a percentage over a full calendar month. A Site is considered unavailable from the time when it is detected as unable to send or receive data from the LAN interface of the WAN router across either the primary or backup link to the time when AT&T determines that the problem has been resolved and the Customer is able to send or receive data over at least one of the links. The Site Availability Objective for a Site is obtained from the table entitled “Site Availability Objective by Country”, below. The formula for Site availability is:

(Total Scheduled Minutes of Availability For Site – Total Minutes Of Unavailability For Site) * 100(Total Scheduled Minutes of Availability for Site)

Note: Scheduled Minutes equals the amount of minutes in a given month less any time attributable to maintenance activities.

If AT&T achieves the Site Availability objective for a Customer Site in a calendar month, no credit will be issued for the subject Customer Site.


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If the Site Availability objective is missed by AT&T, the subject Customer Site shall be eligible for a Progressive Service Level Credit of the monthly Operations Management Charge based on the number of consecutive months the objective has been missed for the subject Customer Site The following chart lists the credits that apply for a failure to meet the SLO at a given eligible Customer Site for one or more consecutive months, as stated below. For example, if an eligible MRS Complete Site failed to meet the Site Availability objective in January and February, met it in March, and then failed to meet it in April, Customer would receive a 10% credit for January, a 15% credit in February, and a 10% credit in April. No more than five months of credits can be received in any calendar year.

Month 1 – 10%Month 2 – 15%Month 3 – 25%Month 4 – 50%Month 5 – 100%


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Participating Countries and Objectives

Band Country w/o Backup ISDN Backup

(where available)

Dual Leased Lines/Single Router

Dual Leased Lines/Dual Router

Band A United States 99.0% 99.6% 99.8% 99.9%

Band B Canada 99.0% 99.6% 99.8% 99.9%

Band CEMEA 1

Austria 99.0% 99.4% 99.6% 99.8%Belgium 99.0% 99.6% 99.8% 99.9%Bulgaria 99.0% 99.4% 99.6% 99.8%

Denmark 99.0% 99.6% 99.8% 99.9%Estonia 99.0% 99.4% 99.6% 99.8%Finland 99.0% 99.6% 99.8% 99.9%France 99.0% 99.6% 99.8% 99.9%Germany 99.0% 99.6% 99.8% 99.9%Greece 99.0% 99.4% 99.6% 99.8%

Ireland 99.0% 99.4% 99.6% 99.8%Italy 99.0% 99.6% 99.8% 99.9%

Luxembourg 99.0% 99.6% 99.8% 99.9%Netherlands 99.0% 99.6% 99.8% 99.9%Norway 99.0% 99.6% 99.8% 99.9%

Portugal 99.0% 99.4% 99.6% 99.8%

Spain 99.0% 99.4% 99.6% 99.8%Sweden 99.0% 99.6% 99.8% 99.9%Switzerland 99.0% 99.6% 99.8% 99.9%United Kingdom 99.0% 99.6% 99.8% 99.9%

Croatia 99.0% 99.4% 99.6% 99.8%Band D EMEA 2 Cyprus 99.0% 99.4% 99.6% 99.8%

Czech Republic 99.0% 99.4% 99.6% 99.8%Hungary 99.0% 99.4% 99.6% 99.8%Latvia 99.0% 99.4% 99.6% 99.8%Lithuania 99.0% 99.4% 99.6% 99.8%


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Participating Countries and Objectives

Band Country w/o Backup ISDN Backup

(where available)

Dual Leased Lines/Single Router

Dual Leased Lines/Dual Router

Poland 99.0% 99.4% 99.6% 99.8%Romania 99.0% 99.4% 99.6% 99.8%Russia 99.0% 99.4% 99.6% 99.8%Slovenia 99.0% 99.4% 99.6% 99.8%Slovak Republic 99.0% 99.4% 99.6% 99.8%Turkey 99.0% 99.4% 99.6% 99.8%

Band E CALA 1Brazil 99.0% 99.4% 99.6% 99.8%

Columbia 99.0% 99.4% 99.6% 99.8%Dominican Republic 99.0% 99.4% 99.6% 99.8%

El Salvador 99.0% 99.4% 99.6% 99.8%Guatemala 99.0% 99.4% 99.6% 99.8%

Band F CALA 2 Argentina 99.0% 99.4% 99.6% 99.8%

Chile 99.0% 99.4% 99.6% 99.8%

Ecuador 99.0% 99.4% 99.6% 99.8%

Mexico 99.0% 99.4% 99.6% 99.8%Panama 99.0% 99.4% 99.6% 99.8%Peru 99.0% 99.4% 99.6% 99.8%Puerto Rico 99.0% 99.4% 99.6% 99.8%U. S. Virgin Islands 99.0% 99.4% 99.6% 99.8%Venezuela 99.0% 99.4% 99.6% 99.8%


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Australia 99.0% 99.4% 99.6% 99.8%Band G APAC Hong Kong 99.0% 99.4% 99.6% 99.8%

India 99.0% 99.4% 99.6% 99.8%Japan 99.0% 99.4% 99.6% 99.8%Malaysia (Kuala Lumpur)

99.0% 99.4% 99.6% 99.8%

New Zealand 99.0% 99.4% 99.6% 99.8%Philippines 99.0% 99.4% 99.6% 99.8%Singapore 99.0% 99.4% 99.6% 99.8%South KoreaTaiwan (Taipei only) 99.0% 99.4% 99.6% 99.8%Thailand 99.0% 99.4% 99.6% 99.8%

Band H Middle East and Africa Israel 99.0% 99.4% 99.6% 99.8%

Pakistan 99.0% 99.4% 99.6% 99.8%South Africa 99.0% 99.4% 99.6% 99.8%


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c. Time to Restore measures the average time to repair an AT&T-managed transport and/or logical configuration problem with or without requiring a vendor dispatch and to restore a Customer Site to Normal Operation after an outage. The Time to Restore SLA begins with the Service Activation Date for a Site.Time to Restore SLA measures the fixed monthly average of the outage time associated for all applicable Customer Trouble Tickets. An outage is the time during which the Customer cannot access the network due to a fault directly attributable to AT&T, as further defined in Appendix A. A Site is considered repaired when restored to Normal Operation which means the Customer has the ability to send/receive over a primary route. The formula for Mean Time to Repair is:

Customer Total Of Outage Minutes/MonthCustomer Total # Of Tickets/Month

For each month in which AT&T fails to meet the Time to Restore objective, the Customer shall be eligible for an additional Service Level Credit of 10% of the monthly Operations Management Charges for each eligible Customer Site that did not meet its Site Availability objective, provided that in no event will credits to the Customer for a Site, either alone or in combination with other credits AT&T may issue to the Customer, exceed more than one hundred (100) percent of the monthly management fees for such Qualifying Site in any given month.

Criteria and exclusions for AT&T attributable outages can be found in sections 4 and 5.

All countries listed in Appendix B participate in the Time to Restore SLA.

4. Customer Eligibility for SLAs

To be eligible for SLAs, including VoIP SLAs, Customer must meet the following requirements:

All Customer Sites must utilize AT&T managed transport. SLAs are not available for Sites using Third Party Managed Transport.

All Customer Sites, including all router configurations, must be managed by the AT&T Global Client Support Centers (GCSC).

New Customer Sites must be tested and accepted by AT&T personnel. Existing Customer Sites already installed as of the date such Sites are added to the Agreement are subject to prior Architectural Validation by AT&T.

Each router console port must have a dedicated dial analog line for use by AT&T for out-of-band access. If the line is not available when required by AT&T, any down time associated with this Site will not be counted against AT&T Site Availability SLA.

Each Customer hub Site shall have a management PVC to the AT&T GCSC. If the Customer network utilizes ISDN backup, the following rules apply:

o The access component of the ISDN connection needs to be ordered diverse from the primary access link.

o Each hub Site shall be engineered such that it has at least 1 ISDN link for every 5 remote Sites equipped with ISDN.

o The sizing of the ISDN bandwidth shall depend upon the size of the ISDN connections used at the remote Sites.


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o If all the remote Sites are of the same ISDN bandwidth size, then the ISDN link at the hub shall be equal to or greater than the ISDN bandwidth at any of the remote sites.

o If the remote Sites utilize different ISDN speeds, then the hub Site must be engineered so that its ISDN link is equal to or greater than the highest ISDN bandwidth at any of the remote Sites.

Customer Premises Equipment (CPE) must be managed and maintained by AT&T and its agents. CPE must be compliant with AT&T engineering standards - both hardware and software Customers must subscribe to a 7x24 Maintenance Agreement under Section III.B.6.c, “Equipment Maintenance

Support Levels” above where geographically available, otherwise Deferred Maintenance time shall apply. Deferred Maintenance is defined in Appendix A.

If a Customer has more than one billable location ID at a Customer Site, the Customer must select one of these IDs for crediting purposes when applicable.

5. SLA Exceptions and Exclusions

Customer must provide AT&T advance notice in writing of any Customer-initiated network changes to its network. All changes must follow the Move/Add/Change ("MAC") procedures agreed to in the Customer Information Guide and are subject to AT&T review and approval. No credits shall be paid for any failures to meet a VoIP R-Factor of Network Performance SLA due in whole or in part to Customer failure to abide by this requirement.

AT&T is not responsible for failure to meet a VoIP R-Factor or Network Performance SLA where AT&T’s failure results, in whole or in part, from:

Negligence of the Customer or its representatives Any Force Majeure event that prevents AT&T or any such Agent, local exchange carrier or vendor from providing

Service or affecting restore or repair Failures in performance attributed to changes with any applicable foreign government or PTT regulations such as

the PTT hours of operation Failures in performance caused by any national or local holiday Any case in which AT&T or vendor agents are available to repair within the Service Level commitment, but

Customer reschedules to a different time or date) No access (AT&T or vendor Agents rare available to repair within the Service Level commitment but the

Customer does not provide Site access) Customer unavailability to accept repairs, or, for transport or logical failures, instances in which Customer

requests repairs to be delayed or rescheduled for another time Any period during which AT&T does not have out-of-band access to a Site Any case in which AT&T notifies Customer’s Third Party Transport vendor of a service failure, or in which

Customer’s Third Party Transport vendor otherwise knows or should have known of such failure, with sufficient time to repair within the metric for time to restore (based on AT&T’s standards for 7x24 maintenance service) and the Third Party Transport vendor fails to repair the affected service within such interval.

Interruptions or delays caused by the failure of power, equipment, services or systems (at Customer premises) not provided by AT&T including, but not limited to:

UPS Backup power Generators Air conditioning/Heating Any interruptions or delays during any period when the Customer or user has released a Service to AT&T for

maintenance including maintenance windows or rearrangement purposes, or for the implementation of a Customer order.

Any interruptions or delays during any period when the Customer decides not to release the Service for testing and/or repair and the Customer continues to use the Service.

Additional Exception - VOIP R-Factor SLA. The VOIP R-Factor SLA does not apply to Sites utilizing AT&T Applications Performance Management Services.


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Additional Exceptions - On-Time Provisioning. If AT&T misses a mutually agreed to implementation date due to any of the following factors, such implementation date shall be considered on-time:

AT&T’s access to the Site was restricted Any Customer changes that affect the agreed-to implementation schedule without prior AT&T review Inadequate environment at the Site, including, but not limited to, improperly cooled equipment rooms, power

failure, etc., that is Customer's responsibility under the Attachment Interruptions or delays due to labor difficulties, governmental orders, civil commotion, acts of God and other

circumstances beyond AT&T’s reasonable control The local carrier fails to install and turn-over to AT&T the requested transport facility in the time requested and

required to complete the installation Customer is not ready for the installation of the transport, installation of the equipment, or testing of the installed

configuration At a Site utilizing Customer Equipment, if the equipment at such Site is not the equipment specified for that Site

during Architectural Validation, unless the equipment was validated by AT&T during an Optional Architectural Validation Function.


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V. Customer Responsibilities / Miscellaneous Provisions

A. Customer Contacts Customer will designate no more than two (2) persons per location as Site Coordinators who will be contacts for AT&T or vendors dispatched by AT&T for maintenance and installation activities. Customer will designate no more than two (2) persons who will be the primary points of contact for all other operational and administrative matters related to the Services.

Customer shall designate one primary contact to: receive status reports regarding installations, outages, maintenance activities and other communications related

to the Services for a Site Coordinator's location; and provide AT&T with timely copies of all equipment and network service orders which affect the operation of

Customer’s Service.

B. Third Party Maintenance Providers For each component of the Service managed by AT&T but not maintained by AT&T under the MRS offer or by a separate agreement, Customer shall provide AT&T with a written description of the maintenance arrangement (e.g., a copy of the maintenance agreement), hours of coverage and a list of contact names and telephone numbers for all vendors with whom AT&T is required to interact in providing the Services. C. Network Acceptance Testing Customer shall cooperate with and participate in any standard network acceptance test between the MRS Work Center and designated client interface(s) for the purpose of testing the connectivity from one client router LAN port to another utilizing the Customer’s designated protocols as well as in a test of a service component requested by AT&T. Tests conducted by AT&T do not include testing the Host or LAN applications through the network.

D. Letters of Agency Customer will execute and deliver any necessary letter(s) of agency, or other authorizations as required, to its third-party vendors permitting AT&T to render the services contemplated under this Agreement. Customer will provide AT&T with a copy of all such letters or authorizations. AT&T SHALL HAVE NO OBLIGATION TO PAY FOR ANY HARDWARE, SOFTWARE, MATERIAL, WORK OR SERVICES WHICH CUSTOMER AUTHORIZES OR DIRECTS AT&T TO ORDER OR ACCEPT ON CUSTOMER'S BEHALF. CUSTOMER SHALL INDEMNIFY, DEFEND AND HOLD AT&T HARMLESS FROM ANY DAMAGES, EXPENSES OR COSTS WHICH MAY RESULT FROM ANY SUITS, ACTIONS OR CLAIMS MADE AGAINST AT&T IN CONNECTION WITH SUCH ORDERS. AT&T SHALL NOT BE LIABLE FOR ANY DELAY, LOSS, DAMAGE OR PRODUCT FAILURE ATTRIBUTABLE TO ANY SERVICE, PRODUCT OR ACTIONS OF ANY PERSON OTHER THAN AT&T, ITS EMPLOYEES AND AGENTS.

E. Customer provided SoftwareAt its own cost, Customer shall supply the specific systems, software, and techniques (other than the systems, software and techniques described in the Service Description as provided by AT&T or AT&T CPE listed in the Initial Order Pricing Page(s)) and warrants that Customer will secure any license or authorization that may be required for AT&T to operate such systems or software and use such techniques without payment of any kind.

F. Customer EquipmentCustomer shall ensure, at its own cost, that all Customer Equipment on its premises that connects to the Services (including AT&T CPE) is compliant with the Service requirements, homologation requirements and will perform according to published technical specifications for such equipment and AT&T's interface specifications or as reasonably required by AT&T.

G. Customer LAN connection requirements


Service Guide


Customer is responsible for extending the Customer computing platform to the LAN port on the AT&T CPE or Customer Equipment, including providing the appropriate media adapter/cables for connecting to its LAN media and in providing the internal cables required to connect the LEC, PTT or other network providers' services to CPE.

H. Equipment environmentAt Customer Sites where AT&T CPE or Customer Equipment is installed, Customer will provide (at no charge to AT&T): (a) an equipment room environmentally compliant with local laws and other environmental conditions as specified by AT&T; (b) reasonable access to the AT&T CPE at times specified by AT&T; (c) adequate work space, heating/cooling, light, ventilation, and electrical outlets; and (d) where required for AT&T to provide service, an analog telephone line for connection to the diagnostic modem, and/or attachments to Customer's internal network.

I. Hazard free environment Customer will provide a safe and hazard-free environment for AT&T personnel (including its subcontractors) to enter and work at all Sites. If hazardous materials or other unsafe or unlawful conditions are discovered at such locations, AT&T may cease performance of affected Services.

J. Access to facilitiesCustomer will provide AT&T access to its facilities reasonably required by AT&T to perform the Services. In the event AT&T or its sub-contractor is turned away from a Customer location, Customer shall incur a “vendor turn away” charge as set forth in the appropriate Pricing Schedule.

K. Customer performed de-installations/removal/modificationsCustomer shall not remove AT&T equipment; nor relocate AT&T equipment to a different location; nor modify AT&T equipment; nor attach AT&T equipment to non-AT&T equipment without AT&T's prior written approval, which shall not be unreasonably withheld. Customer de-installations or warehousing of unused AT&T equipment may be permitted but only via separate written agreement between the parties.

L. SecurityCustomer shall be solely responsible for implementing security procedures necessary to limit access to the Services and/or Customer data, files, or programs to Customer’s authorized users and shall maintain a procedure external to the Services (including without limitation AT&T CPE) for reconstruction of lost or altered files, data or programs.

M. Non-SolicitationCustomer shall not solicit, hire or discuss possible employment with any AT&T employee who is employed in performing Services under Customer’s MRS agreement during, or within six (6) months following the termination of the MRS agreement.

N. Required ModificationsIf Customer makes or fails to make any change that may affect AT&T’s ability to provide its Service, such as changes to its computing platform or changes to its operating system software, Customer must immediately communicate this information to AT&T and Customer will be responsible for any charges to resolve the problem.

O. Protocol environmentIf Customer fails to inform AT&T of its current or future network configuration and problems occur in delivering the service, then Customer is responsible for any reasonable charges to resolve the problem.

P. Modem and POTS line for OOB management


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Each MRS Essential and MRS Complete Site router requires a separate modem and analog extension dedicated solely for AT&T’s use in out-of-band (“OOB”) management and testing. It is the responsibility of the Customer to order and provide the OOB dedicated analog extension for each managed router, and to provide the modem for each Customer-owned and provided router managed by AT&T. AT&T will provide the modem only for MRS Essential and MRS Complete Sites using AT&T CPE. In all cases, the OOB modem and analog extension must conform to the Service specifications allowing out-of-band access to the CSU/DSU and the router via a secure modem and must be available 24 hours per day.

Q. ISDN linesIt is the responsibility of the Customer to order ISDN lines used for backup connection to the router.

R. Analog Dial LineIt is the responsibility of the Customer to order Analog Dial tone lines, which are used to connect to the routers for remote monitoring and diagnosis, and which are also used for backup or alternative routing for VoIP calls.

S. Substituted ServiceIf the provision of a Service, or portion thereof, is determined to be a violation of any applicable law or regulation, until such time as AT&T can continue providing such service, AT&T will use reasonable efforts to provide or procure a functionally equivalent substitute service that does not violate any applicable law or regulation. AT&T may cancel the provision of any Service, or portion thereof, upon reasonable notice to the Customer. Customer is not obligated to accept any such substituted Service and pricing and terms for the substitute Service will be separately negotiated. However, Customer shall pay for any portion of the canceled Service that it has used.

T. Embedded SoftwareThe Customer agrees that any software embedded in the AT&T CPE will be used solely in connection with the AT&T CPE in which it is embedded. The Customer agrees that it will not remove any software and AT&T CPE from the U.S. without AT&T's express written permission.

U. Return of EquipmentUpon termination of this Attachment or de-installation of a Customer site, in the event Customer does not purchase the used AT&T CPE CPE, Customer shall make the AT&T CPE available for removal by AT&T or third party designated by AT&T and return it in the same condition as originally installed, ordinary wear or tear excepted, or Customer shall pay the then current market value for the AT&T CPE, and shall cooperate with AT&T to ensure the removal of all logical configurations. In the event Customer desires to purchase the AT&T CPE, the parties shall be required to sign a separate written agreement to effect the transfer. Customer’s ability to purchase used AT&T CPE is limited to equipment available for sale to Customer and located in US Domestic locations only.

V. AT&T CPEAT&T CPE, PROVIDED TO CUSTOMER IN CONJUNCTION WITH THE SERVICE, IS PROVIDED “AS IS” WITH NO EXPRESS OR IMPLIED REPRESENTATIONS OR WARRANTIES OF ANY KIND (SUCH AS MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE). AT&T’S SOLE OBLIGATION WITH RESPECT TO SUCH AT&T CPE SHALL BE AS EXPRESSLY PROVIDED HEREIN.

W. BillingBilling for any Service Component that Customer orders will begin on the Service Activation Date of the Service Component. However, if by Customer's actions or omissions the Service Activation Date does not occur by the Scheduled Service Activation Date, billing will begin on the day after the Scheduled Service Activation Date unless otherwise specified in this Service Guide.

X. e-InvoicesIn some countries outside the United States, AT&T may require Customer to retrieve invoices from a designated website. In some countries outside the United States, payment may be required in advance. Other terms and conditions apply. See AT&T Service Guide HOME Page.(http://www.att.com/abs/serviceguide/internet_services.html)© 2009 AT&T Knowledge Ventures. All rights reserved. AT&T is a registered trademark of AT&T Knowledge Ventures. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand.MRS Service Guide19Jan 09 v14 Page 45 of 67

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Y. Notification of Termination for ConvenienceCustomer may terminate a Service or any Service Component(s) for convenience by giving AT&T, in the case of Band A , at least 60 days’ prior written notice and payment of any applicable Termination Charges or, in the case of all other Bands , at least 90 days’ prior written notice and payment of any applicable Termination Charges. If a different written notice period is provided in the applicable Pricing Schedule, Statement of Work or Technical Order Form, that period shall apply.

Z. Miscellaneous Charges

a) Vendor Turn Away. If AT&T (including its designated supplier) is turned away from a Site for any reason not the fault of AT&T (e.g., access denied, Site not ready to receive service, etc.) then Customer will be charged for a “Vendor turn away” as per the MRS Pricing Schedule, in the table entitled “Life Cycle Management Changes.”

b) Cancellation. Customer will pay a fee in the event of a cancellation with less than five (5) business days notice. This cancellation fee is in lieu of the installation and implementation.

c) Charges for Expedited Installations and Installations in Excess of Normal Schedule. Customers may order installation for up to twenty five (25) Sites per week at the rates specified in the Pricing Schedule. Customers may request that more than 25 Sites be installed within a given week, or may request that AT&T install any Site on an expedited basis. The feasibility of such requests is determined by AT&T on a case-by-case basis. Expedited Installations and Installations in Excess of Normal Schedule are subject to Professional Services charges, in addition to normal installation charges. The hours billed per Site will vary on a case-by-case basis, but in no case will such charges be less than one (1) hour per Site. Customer requests involving expedited equipment shipping may incur an additional one-time expedited equipment charge, determined on a case-by-case basis. Customer will not receive any equipment discounts on expedited equipment.

d) De-installations. If, during an installation visit, Customer requests AT&T to de-install and remove AT&T CPE at the same Site, AT&T will do so at no additional charge. However, if AT&T is required to perform installation and de-installation services at a Site at different times, both an installation charge and a Site Delete charge will apply.

AA. Regulatory Compliance.

Customer shall comply with any regulatory or legal requirements applicable to its use of the Service, and shall cooperate with AT&T in complying with any regulatory or legal requirements applicable to its provision of the Service, including but not limited to providing AT&T with such information as may be required or requested by legal or regulatory authorities in any locations where the service is provided to Customer.

AB. American Recovery and Reinvestment Act of 2009.

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


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APPENDIX A

Definitions

AT&T CPE: Equipment owned, configured, managed, repaired and maintained by AT&T, but placed on Customer premises in support of MRS service provision. AT&T CPE may also be referred to as “AT&T Equipment.”

AT&T Monitored Customer Equipment: Equipment owned, configured, managed, repaired and maintained by Customer, but monitored by AT&T as part of MRS Basic service provision.

Customer Equipment: Equipment owned by Customer, but configured, monitored and managed by AT&T as part of MRS service provision. Customer Equipment may be maintained and repaired by either Customer or AT&T.

Deferred Maintenance: The time that AT&T, its Agents, or LEC/PTT provider, or other maintenance vendors cannot respond to a Customer location to repair service due to the hours of operation. For purposes of calculating service levels, the clock shall stop during the hours when the maintenance providers are closed for business and shall re-start during the hours of operations. As an example, if Customer purchases 5x8 Next Business Day maintenance, assuming hours of operations of 9 A.M. – 5 P.M. M-F, and if an outage occurs at 3:00 P.M. on Friday and lasts until the following Monday morning at 10:00 A.M., AT&T would calculate, for SLA measurement purposes, 3 hours of down time, with the remaining time being attributable to Deferred Maintenance. Not withstanding the above, AT&T shall provide fault isolation and resolution services on a 7x24 basis until we determine that it is an Equipment hardware problem or LEC/PTT access problem, which is then subject to the conditions listed above.

Diversity: primary and secondary circuits must be laid in separate trenches and have separate access to the building

Equipment: may be any mix of AT&T CPE and Customer Equipment. Equipment does not include AT&T Monitored Customer Equipment.

Inside Move: any Site move performed on the same floor of the same street address.

Internal Ramp Up Period or Ramp: The number of months following a Pricing Schedule’s Effective Date during which (a) the MRS Equipment Factor does not change, but is held at the AT&T-Provided CPE Factor specified on the Order Pricing Page Detail and (b) Sites installed are eligible for amortization of one-time charges. The Ramp applies only to the Sites specified on the Order Pricing Page Detail. The Ramp is designated on the Order Pricing Summary Page. The Order Pricing Page Detail and Order Pricing Summary Page are attached to the Pricing Schedule.

Local Time: When used in the context of providing on-site or local maintenance or repair, Local Time refers to the time at the specific local Site.

Normal Operation: Repair of Customer Site so that it performs according to its configuration, prior to the fault, using primary transport facilities (i.e., ability to send/receive data packets from the LAN interface of the WAN router across the primary link).

Outside Move: any Site move that occurs within the same street address, but to a separate floor.


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Outage: The time, during which Customer cannot access the network due to a fault directly attributable to AT&T, its Agents or LEC/PTT provider. An outage begins when a trouble is detected or reported and a Trouble Ticket is opened. An outage ends when AT&T attempts to notify Customer that the trouble has been repaired. Only a subset of Trouble Tickets can classify as outages. Examples of Tickets, which do not classify, as outages are those opened and closed by automation, i.e., no human intervention, and tickets quoted as those in which AT&T is deemed not responsible.

Scheduled Service Activation Date: for each Service Component is the Service Activation Date scheduled by AT&T for the activation of such Service Component.

Service Activation Date: for each Service Component is the date when the Service Component is made available for Customer use.

Site: Defined as a router and its associated DSU/CSU, back-up facilities, dedicated maintenance modem with access line, and all transport connections, regardless of the quantity of LAN/WAN ports resident on the remote/hub device. There may be multiple Sites at a single customer address.

Standard Business Hours: Monday through Friday, 08:00 a.m. until 17:00 p.m. Local Time excluding AT&T recognized holidays.

Trouble Ticket: The AT&T record that stores the information required for tracking a trouble activity or event (e.g. Outage) from the initial call receipt through resolution or completion. Tickets can be either proactively detected by the center or reported by the Customer.


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APPENDIX B

MRS Availability by Customer Site Location

Band A Countries

Country MRS Basic MRS Essential MRS CompleteUnited States Yes Yes Yes

Band B Countries

Country MRS Basic MRS Essential MRS CompleteCanada Yes Yes Yes

Band C Countries (EMEA1)

Country MRS Basic MRS Essential MRS CompleteAustria Yes Yes YesBelgium Yes Yes YesBulgaria Yes Yes YesDenmark Yes Yes YesEstonia Yes Yes YesFinland Yes Yes YesFrance Yes Yes YesGermany Yes Yes YesGreece Yes Yes YesIreland Yes Yes YesItaly Yes Yes YesLuxembourg Yes Yes YesNetherlands Yes Yes YesNorway Yes Yes YesPortugal Yes Yes YesSpain Yes Yes YesSweden Yes Yes YesSwitzerland Yes Yes YesUnited Kingdom Yes Yes Yes


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Band D Countries (EMEA2)

Country MRS Basic MRS Essential MRS CompleteCroatia Yes Yes YesCyprus Yes Yes YesCzech Republic Yes Yes YesHungary Yes Yes YesLatvia Yes Yes YesLithuania Yes Yes YesPoland Yes Yes YesRomania Yes Yes YesRussia Yes Yes YesSlovenia Yes Yes YesSlovak Republic Yes Yes YesTurkey Yes Yes Yes

Band E Countries CALA 1

Country MRS Basic MRS Essential MRS CompleteBrazil Yes Yes YesColumbia Yes Yes YesDominican Republic Yes Yes YesEl Salvador Yes Yes YesGuatemala Yes Yes Yes

Band F Countries CALA 2

Country MRS Basic MRS Essential MRS CompleteArgentina Yes Yes YesChile Yes Yes YesEcuador Yes Yes YesMexico Yes Yes YesPanama Yes Yes YesPeru Yes Yes YesPuerto Rico Yes Yes YesU. S. Virgin Islands Yes Yes YesVenezuela Yes Yes Yes


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Band G APAC

Country MRS Basic MRS Essential MRS CompleteAustralia Yes Yes YesHong Kong Yes Yes YesIndia Yes Yes YesJapan Yes Yes YesMalaysia (Kuala Lumpur)

Yes Yes Yes

New Zealand Yes Yes YesPhilippines Yes Yes YesSingapore Yes Yes YesSouth Korea Yes Yes YesTaiwan (Taipei only) Yes Yes YesThailand Yes Yes Yes

Band H Countries (Middle East and Africa)

Country MRS Basic MRS Essential MRS CompleteIsrael Yes Yes YesPakistan Yes Yes YesSouth Africa Yes Yes Yes

MRS standard processes and documents are designed to support sales to domestic US Customers who may also have some locations outside of the US. AT&T may support the sale of MRS services to Customers not based in the US on a custom basis. Availability of MRS or MRS features for Site locations outside the US will be subject to AT&T’s approval (or rejection) through a special bid process. MRS is contracted and billed in the United States only and in United States currency only.

Maintenance availability levels for non-US MRS Essential and MRS Complete Sites will vary on an individual Site basis and will be communicated to Customer at the time of order.


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APPENDIX C

County Unique Terms

Except where indicated, the following terms are in addition to the terms in the Service Guide. All other terms remain in effect.

China (People’s Republic of China)

Service in China is not generally available. Each request requires custom review.

VoIP Feature The VoIP Feature (and CoS 1 for voice) is available on a special bid basis; however, On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is not available.

Customer EquipmentMRS is available only using Customer Equipment.

ColombiaVoIP Feature On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is not available.

EcuadorVoIP Feature On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is not available.

IndiaVoIP Feature On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is available on a special bid basis only.

IsraelVoIP Feature On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is not available.

MalaysiaVoIP Feature On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is available on a special bid basis only

Netherlands AntillesVoIP Feature The VoIP Feature is not available.

PeruVoIP FeatureOn-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is not available.

ThailandVoIP Feature


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The VoIP Feature (and CoS 1 for voice) is available on a special bid basis; however, On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is not available.

TurkeyVoIP FeatureThe VoIP Feature is available on a special bid basis; however, On-Net/Off-Net calling, including Feature Packages (# 20 to 48) and Non-US Calls, is not available.


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APPENDIX D

MRS Essential and Complete - VoIP PBX Interface Feature Packages


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PackageNumber

Required Router

Concurrent Calls PBX Type Analog/Digital*

Possible PBX Protocols

Example Requirements for the Example

Package 02 Small or Med

4 Analog E&M, FXS Router with 3 analog E&M Ports, 1 hair pin port and a 10 MB EthernetBranch Office

Requires a small router with enough memory for the current IOSAnalog cards offered in 4 port increments only. Analog Voice: NM-2v, with 2-VIC-2FXS or 2-VIC-2E/M: (4 analog ports)

Package 03 Basic 4 Analog E&M, FXS Router with 3 analog E&M Ports, 1 hair pin port and a 10 MB EthernetBranch Office

Requires a basic router with enough memory for the current IOSAnalog cards offered in 4 port increments onlyVIC-2FXS or VIC-2E/MAnalog Voice: (4 analog ports)

Package 04 Sm, Med, Lg or XL

6 Analog E&M, FXS Router with 6 analog E&M Ports, 2 hair pin port and a 10 MB EthernetBranch Office

Requires a large router with enough memory for the current IOSAnalog cards offered in 4 port increments only.Analog Voice: 2-NM-2v, with 4-VIC-2FXS or 4-VIC-2E/M: (8 analog ports)

Package 06 Med, Lg or XL

12 Analog E&M, FXS Router with 12 analog E&M Ports and a 100 MB EthernetHome/Regional Office

Requires a large router with enough memory for the current IOS Can support IMA (NxT1/E1) network access for MRS CompleteAnalog cards offered in 4 port increments only.Analog voice: 3-NM-2V, with 6-VIC-FXS or 6-VIC-2E/M


12 Digital T1 CAS, PRI, Q.SIG

Router with 1 Digital T1 PBX port and a 10 MB EthernetBranch Office

Requires a small router with enough memory for the current IOSSupports cRTP and FRF.12 CPU processing for 12 Channels12 channels Max for this cardDigital Voice: low density NM-HDV-1T1-12


24 Digital T1 CAS, PRI, Q.SIG

Router with 1 digital T1 PBX port and a 10 MB Ethernet

Requires an extra large router with enough memory for the current


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PackageNumber

Required Router




Home/Regional Office

IOSExtra large router required for this interface to support cRTP and FRF.12 CPU processing.Can support IMA (NxT1/E1) network access for MRS CompleteDigital Voice: high density NM-HDV-1T1-24E


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PackageNumber

Required Router





12 Digital E1 CAS, PRI, Q.SIG

Router with 1 Digital E1 PBX port and a 10 MB EthernetBranch Office

Requires a small router with enough memory for the current IOSCan support IMA (NxT1/E1) network access for MRS Complete12 channels Max for this card.Digital Voice: low density NM-HDV-1E1-12


30 Digital E1 CAS, PRI, Q.SIG

Router with 1 digital E1 PBX port and a 10 MB EthernetHome/Regional Office

Requires a large router with enough memory for the current IOSLarge router required for this interface to support cRTP and FRF.12 CPU processing.Can support IMA (NxT1/E1) network access for MRS CompleteDigital Voice: high density NM-HDV-1E1-30E

Package 11 XL+ 48 (T1) 60 (E1)

Digital 2-T1, 2-E1 CAS, PRI, Q.SIG

Router with 2 digital T1 or E1 PBX ports and a 100 MB EthernetHome/Regional Office

Requires an extra large plus router with enough memory for the current IOS and must have a NPE-400 or better processorExtra large plus router required for this interface to support cRTP and FRF.12 CPU processingCan support IMA (NxT1/E1) network access for MRS Complete Digital Voice: high density PA-VXB-2TE1

Package 12 Large 48 (T1)60 (E1)

Digital2 - T12 – E1

CAS, PRI, Q.SIG

Package 13 XL+ 96 (T1) 120 (E1)

Digital 4(T1/E1) CAS, PRI, Q.SIG

Router with 4 digital T1 or E1 PBX ports and a 100 MB EthernetHome/Regional Office

Requires an extra large plus router with enough memory for the current IOS and must have a NPE-400 or better processorExtra large plus router required for this interface


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PackageNumber

Required Router




to support cRTP and FRF.12 CPU processing.Can support IMA (NxT1/E1) network access for MRS CompleteDigital Voice: high density PA-VXC-2TE1


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PackageNumber

Required Router




Package 14 Large 96 (T1)120 (E1

Digital4 (T1/E1)

CAS, PRI, Q.SIG

Package 15 IP PBX, MRS Complete compatible router but does not require Voice Interface Card

N(N = Concurrent Calls)

IP PBX N/A Router with no voice card and a 10 MB Ethernet and a Customer IP PBXHome/Regional Office

Requires an extra large router with enough memory for the current IOSRouter will support cRTP and Fragmentation CPU processing.No voice card is provided by AT&T with this FeatureProvides H.323 connectivity to other Gateway/ classic PBX sites.Charges vary by the number of concurrent calls defined

Package 16 XL+ 192 (T1) 240 (E1)


Router with 8 digital T1 or E1 PBX ports and a 100 MB EthernetHome/Regional Office/Call Center

Requires an extra large plus router with enough memory for the current IOS and must have a NPE-400 or better processorExtra large plus router required for this interface to support cRTP and FRF.12 CPU processing.Can support IMA (NxT1/E1) network access for MRS Complete. CRTP above E1 will require special handling.Digital Voice: 2 PA-VXC-2TE1 cards (supports high complexity codecs)1 PA-MCX-4TE1 card (uses DSPs on VXC card)

Package 17 XL 330 T1/E1 with cRTP


Router with 14 digital T1 or E1 PBX ports and a 100 MB EthernetHome Office/Call Center

Requires an extra large plus router with enough memory for the current IOS and must have a NPE-400 or better processorExtra large plus router required for this interface to support cRTP and FRF.12 CPU processing.


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PackageNumber

Required Router




Can support IMA (NxT1/E1) network access for MRS Complete CRTP above E1 will require special handling.Digital Voice: 3 PA-VXC-2TE1 cards (supports high complexity codecs)1 PA-MCX-8TE1 card (uses DSPs on VXC card)

Package 18 XL 90 (T1) with cRTP

Digital 4-T1 CAS, PRI, Q.SIG

Router with 4 digital T1 PBX ports and a 100 MB EthernetHome/Regional Office

Requires an extra large router with enough memory for the current IOS Can support IMA (NxT1/E1) network access for MRS Complete CRTP above E1 will require special handling.Digital Voice: 2 NM-HDV-2T1-48 cards (supports high complexity codecs)

* T1/E1 refers to the required speed of the interface cable between the PBX and the AT&T CPE router and is not related to the speed of the Port, PVC or access connection at the Site, which can be any available speed that is appropriate for the Site and expected usage.


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APPENDIX E

Region and Band Definitions

Table 1: By Region, then Band


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Region Band Country Former Band Designation (prior to Jan. 19, 2010)

North America A United States AB Canada A

EMEA C (EMEA1) Austria BBelgium BBulgaria BDenmark BEstonia BFinland BFrance BGermany BGreece BIreland BItaly BLuxembourg BNetherlands BNorway BPortugal BSpain BSweden BSwitzerland BUnited Kingdom B

D (EMEA2) Croatia CCyprus BCzech Republic BHungary BLatvia BLithuania BPoland BRomania BRussia CSlovenia CSlovak Republic CTurkey C

CALA E (CALA1) Brazil CColumbia CDominican

RepublicC


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Region Band Country Former Band Designation (prior to Jan. 19, 2010)

El Salvador CGuatemala C

F (CALA2) Argentina CChile CEcuador CMexico CPanama CPeru CPuerto Rico CU. S. Virgin

IslandsC

Venezuela C

AP G (APAC) Australia CHong Kong CIndia CJapan CMalaysia (Kuala

Lumpur)C

New Zealand CPhilippines CSingapore CSouth Korea CTaiwan (Taipei

only)C

Thailand CH (Middle East and

Africa)Israel CPakistan CSouth Africa D


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Table 2: Alphabetical by Country (current designations)


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Country Region Band

Argentina CALA F (CALA2)

Australia AP G (APAC)

Austria EMEA C (EMEA1)

Belgium EMEA C (EMEA1)

Brazil CALA E (CALA1)

Bulgaria EMEA C (EMEA1)

Canada North America B

Chile CALA F (CALA2)

Columbia CALA E (CALA1)

Croatia EMEA D (EMEA2)

Cyprus EMEA D (EMEA2)

Czech Republic EMEA D (EMEA2)

Denmark EMEA C (EMEA1)

Dominican Republic CALA E (CALA1)

Ecuador CALA F (CALA2)

El Salvador CALA E (CALA1)

Estonia EMEA C (EMEA1)

Finland EMEA C (EMEA1)

France EMEA C (EMEA1)

Germany EMEA C (EMEA1)

Greece EMEA C (EMEA1)

Guatemala CALA E (CALA1)

Hong Kong AP G (APAC)

Hungary EMEA D (EMEA2)

India AP G (APAC)

Ireland EMEA C (EMEA1)

Israel AP H (Middle East and Africa)


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Country Region Band

Italy EMEA C (EMEA1)

Japan AP G (APAC)

Latvia EMEA D (EMEA2)

Lithuania EMEA D (EMEA2)

Luxembourg EMEA C (EMEA1)

Malaysia

(Kuala Lumpur)

AP G (APAC)

Mexico CALA F (CALA2)

Netherlands EMEA C (EMEA1)

New Zealand AP G (APAC)

Norway EMEA C (EMEA1)

Pakistan AP H (Middle East and Africa)

Panama CALA F (CALA2)

Peru CALA F (CALA2)

Philippines AP G (APAC)

Poland EMEA D (EMEA2)

Portugal EMEA C (EMEA1)

Puerto Rico CALA F (CALA2)

Romania EMEA D (EMEA2)

Russia EMEA D (EMEA2)

Singapore AP G (APAC)

Slovak Republic EMEA D (EMEA2)

Slovenia EMEA D (EMEA2)

South Africa AP H (Middle East and Africa)

South Korea AP G (APAC)

Spain EMEA C (EMEA1)

Sweden EMEA C (EMEA1)

Switzerland EMEA C (EMEA1)


Service Guide


Country Region Band

Taiwan (Taipei only) AP G (APAC)

Thailand AP G (APAC)

Turkey EMEA D (EMEA2)

U. S. Virgin Islands CALA F (CALA2)

United Kingdom EMEA C (EMEA1)

United States North America A

Venezuela CALA F (CALA2)


AT

Documents

implementation functions

service overview

installation functions

maintenance functions

standard features

managed solution overview

management of customer

life cycle management