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)
Copyright © 2006 AT&T. All rights reserved.
Effective as of: 06/23/06 Revision No.35 Page 16
• In any calendar year, Customer’s aggregated credits may not exceed, for any DSL Service Line,
the Monthly Service Fee for such DSL Line.
• Credits are exclusive of any applicable taxes charged to the customer or collected by AT&T.
Customer may cancel the Service via a telephone call by its CPOC to the AT&T DSL Internet
Service Customer Care Center @ 877-XDSL-ATT. Government customers call the US based
DSL Customer Care Center at 1-888-337-9438.
SLA.2 Exclusions
:
• Except for the service level agreements with respect to US Network-wide Delay, and US
Network-wide Packet Loss, AT&T makes no claims regarding the performance of the AT&T IP
Backbone.
• These service level agreements shall not apply in the event of fire, explosion, lightning, power
surges or failures, strikes or labor disputes, water, acts of god, the elements, war, civil
disturbances, terror, acts of civil or military authorities, fuel or energy shortages, acts or omissions
of suppliers or other causes beyond AT&T’s control, whether or not similar to the foregoing.
• AT&T will be the sole party to verify and determine whether a customer experienced a Service
Outage, whether AT&T has experienced a US Network-wide Delay or, a US Network-wide Packet
Loss percentage that is in excess of that specified in these service level agreements, and
whether AT&T has failed to install a DSL line within the Installation Interval.
• AT&T reserves the right to change or modify the service level agreements detailed above, or
discontinue this service level agreement program at any time without notice.
SLA.3 On Time Provisioning SLA
• Customers who order AT&T DSL lines shall be eligible for a credit of one (1) month’s worth of
Customer’s Monthly Service Fee for such lines if the Installation Interval is greater than thirty (30)
calendar days.
SLA.4. Service Availability
AT&T commits to a Service Availability percentage of 99.95%, subject to the SLA’s described above. If
Customer experiences a Service Outage in excess of 60 consecutive minutes during any calendar day,
for any of Customer’s DSL lines, Customer will be eligible for a credit of one day’s worth (1/30
th
) of the
Customer’s Monthly Service Fee for such DSL line, subject to the maximums specified above.
SLA.5 AT&T Network Performance
Latency (IP Backbone) SLA
AT&T commits that Latency (i.e. Roundtrip Transit Delay) will be no more than 37 milliseconds. If
AT&T does not meet this SLA in a month, Customer will be eligible for a credit of 1/30th of
Customer's total DSL Monthly Service Fee(s) for all Sites.
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