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Service Guide

AT&T Business DSL INTERNET SERVICE

Other terms and conditions apply. See AT&T Service Guide HOME Page.

(url:http://www.att.com/abs/serviceguide)

Effective as of: 06/23/06 Revision No.35 Page 15

Service Level Agreements

SLA.1 Credit Request Process

AT&T has established performance objectives for the DSL Service. While AT&T cannot guarantee that

these performance objectives will always be met, AT&T will provide credits to customers when they are

not met.

In order to receive a credit under a DSL SLA, the Customer point of contact (CPOC) must notify AT&T

Customer Care immediately of a Service Outage via the applicable toll-free maintenance number. Note

that no proactive monitoring (even with the Managed Service Option) is provided with AT&T Business

DSL Internet Service. AT&T Technical Support will investigate the reported outage and assign a Trouble

Ticket number. The Customer may request a Service Credit within 30 days after the event giving rise to

the credit by contacting AT&T DSL Customer Care at 877-XDSL-ATT. Government customers call the

US based Customer Care Center at 1-888-337-9438. A Verifiable Trouble Ticket number must

accompany your request for a Service Credit under any of the specific Service Level Agreements

applicable to the DSL service purchased by Customer. Credits should appear on Customer’s bill for

the DSL Service within two (2) billing cycles, which is monthly, after credit approval.

• In the event of a trouble, Customer is responsible for on site cooperative testing with AT&T DSL

Customer Care to assist in the diagnosis of the trouble.

• For purpose of the Service Availability Guarantee, the duration of a Service Outage shall be

deemed to commence upon the opening of a Verifiable Trouble Ticket by AT&T Customer Care,

in response to the CPOC request, and ends when the Service Outage ends.

• Trouble tickets, where the Service Outage cannot be verified with AT&T's standard diagnostic

procedures, do not count towards the Service Availability Guarantee. Customer must use its

good faith efforts to cooperate with AT&T in testing the DSL Service.

• The Service Availability Guarantee will take effect upon the Service Activation Date of the DSL

Service. The remaining Network Guarantees will take effect in the calendar month following

customer’s first use of the DSL Service. Customers may view the status of the network at

http://ipnetwork./jointfilesconvert/459007/bgtmo.ip.att.net/pws/averages.html

• Customers will not be eligible for a credit under the On Time Provisioning Guarantee if AT&T’s

failure to install within the Installation Interval is a result of one or more of the following factors: (a)

problems with ILEC facilities (e.g., ILEC special construction needed or ILEC Central Office wiring

problem) or if, for any other reason local access is delayed or unavailable; (b) faulty or incomplete

customer equipment; (c) lack of access to necessary customer facilities; (d) any customer

initiated changes to the installation date; (e) customer missed appointments; (f) customer makes

changes to the order after acceptance by AT&T, and (g) any other circumstances beyond AT&T's

control, including customer’s actions or omissions.

• Customers may only receive a single credit per DSL Line in any month in which the service level

agreements for US Network-wide Delay or US Network-wide Packet Loss, or both, are exceeded.

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