Customer expectation document see following pages 2-11 · © 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are

© 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies.

The information contained herein is not an offer, commitment, representation or warranty

by AT&T and is subject to change.

Customer expectation document – see following pages 2-11

For other AT&T IP Flexible Reach information, please visit the Customer Resource Center at this link:

IP Flexible Reach Customer Resource Center

Or if you need the url, please go to this link:

http://attcarecentral.com/IPFlexible.Reach



2 © 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies.

The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change.

Getting started with Transport details for your IP Flexible Reach order

If you are ordering new transport

Thank you for your order! Soon we will contact you to discuss the technical details. Transport requirements are covered on page 2 but you may also use the links below for the transport type you ordered:

Managed Internet Service (MIS) Customer Resource Center

AT&T VPN (AVPN) Customer Resource Center

During installation you can expect to: Participate in collaborative sessions

Meet with AT&T engineers at the service site, as applicable

Hire vendors to prepare your site, unless AT&T is providing entrance facilities

Complete inside wiring

Receive continual updates and status from AT&T

Note: A key to success is to assign a local site contact who is knowledgeable and empowered to make decisions on the service to be installed

If you have existing transport

If your transport for New IP Flexible Reach is existing AT&T VPN, your AT&T VPN service will be briefly disrupted while AT&T updates the circuit. An AT&T representative will work with you to schedule the update

If you have existing AT&T Managed Internet Service and are adding IP Flexible Reach, your Internet Access Service will be unavailable for approximately one hour to update your router

If your company has multiple sites, each site installation will be managed separately, however installation steps may be concurrent

http://attcarecentral.com/MISExpress.Implementation

http://attcarecentral.com/ATTVPN.ValueBundle

© 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies.


Site Preparation for new MIS or AVPN transport orders with IP Flexible Reach*

Meet with the AT&T engineer

• An AT&T engineer will explain to your site contact all customer responsibilities shown on this page

• The engineer will reach out to the site contact within 48 hours of your order to schedule a visit

• If you are eligible for the entrance facility offer*, AT&T will complete items 2-5 on this list. This will occur after you sign the systems permissions form

• If the entrance facility offer is not available in your area, you will be responsible for completing the work or hiring someone to complete the work

AT&T will perform**:

Outside conduit specifications(Property Line to your building)

• Minimum 2” – 4” conduit with pull rope• Minimum 3’ sweeping radius

Pull box* required when:• There are 3 or more right angles• The path is longer than 300’ • *Dimensions for pull box – 12” x 12” x 18”

Wall mounted backboard • 4’ x 4’ x 3/4”• Fire retardant plywood• Mounted to studs

Electrical specifications• AC power outlet on a dedicated fused breaker rated

min. 15 amps OR• Nominal voltage, 48VDC, +24/-24VDC, 110V• Either power option needs to be located within 6 ft.

of the AT&T equipment• Relay racks / cabinets must be grounded

Customer will perform the following:

Inside conduit specifications(Demarcation point to router)

• Needs to be completed prior to installation• You may hire an electrical vendor for inside wiring • A conduit or cable tray is required, and a clear path for

access• Minimum 2” conduit

Additional inside wiring • Inside wiring, unless otherwise noted, is your

responsibility; you can do it yourself or hire a vendor• Inside wiring includes:• From the demarcation point to the router• Note: Incomplete inside wiring is the number one

reason for service delays

Telephone land line (not mobile)• Telephone land line is required for successful activation

and ongoing maintenance (Unless customer managed AVPN or MIS)

• If you do not have a land line, talk to your sales person about ordering one

• Please do not disconnect or power down any AT&T provided equipment without notifying AT&T

*Your sales person will help you determine if you are eligible for the entrance facility offer **You are responsible for items 2-5 if you did not qualify for the

the entrance facility offer

For more information, view the video for Customer Site Readiness under Site Preparation on the

*Additional site requirements may be required if the transport is Ethernet

IP Flexible Reach Customer Resource Center




What you need to know about your telephone numbers for AT&T IP Flexible Reach order

Porting Telephone Numbers Directory Listings

Important Directory Listing: If your numbers that are being moved have a Directory Listing(s), please provide the listings exactly as they currently exist in the Directory

This can be supplied in Microsoft Word, Excel, or PDF Format. Any changes to your current Directory Listing cannot be made until after your IP Flexible Reach service has been installed

NOTE: Failure to provide the Directory ListingInformation may result in your Listing being removed from Directory Assistance (i.e. 411) and the Directory Listing Book

Please allow several weeks of lead time to port telephone numbers. If you are porting numbers from another carrier we need an accurate list of numbers as soon as possible. No changes can be made once the order is placed

If you identify numbers that should not be ported, please notify your sales consultant as soon as possible. We cannot currently port mobility numbers

To avoid delays, please verify that you do not have any pending orders on any of your lines with your previous access line provider and that the customer service record with your access line provider accurately reflects the lines on the account

Porting and reserving telephone numbers for Non-U.S locations will vary by country. Please refer to your account team for assistance



If you need Features on your IP Flexible Reach…

Enhanced Features

If you ordered the Enhanced Features Package, your Enterprise Administrator must register for the Enhanced Features customer portal using the two emails that were sent to you from AT&T Premier when the Enhanced Features service was installed

Ensure that your Enterprise Administrator is available during test and turn up to test their access to the customer portal. The Enterprise Administrator is responsible for configuring the Enhanced Features across the Enterprise

Enhanced Features are not available in International locations

Media Flow Around (MFA)

If you ordered Media Flow Around (MFA), this feature offers the following benefits: • Reduces bandwidth utilization and Session Border

Controller (SBC) resources at the Hub• If your hub is lost or experiences congestion, active

branch calls remain connected• Provides optimal delivery of media, reducing chances

of degradation due to latency• Supports on-net calls to any BVoIP endpoint even in

the absence of a common codec at both ends of the call (Example: Transcode from G.711 to G.729)

For more information on MFA, please contact your account team

Media Flow Around is not available in International locations

Inbound Alternate Routing (IAR)

As an alternative to Enhanced Features, the Inbound Alternate Routing (IAR) feature enables you to design redundancy options into your AT&T IP Flexible Reach Service calling applications by enabling you to redirect calls to an alternate site under certain “trigger” conditions

Prior to activation of the IAR feature, the Secondary Site (where the calls will be routed) must be installed, tested and turned up

Ensure the secondary phone system is pre-programmed with the primary phone system’s telephone numbers prior to Test and Turn Up

Inbound Alternate Routing is available in both U.S. and International locations

Any changes to your order could change the scheduled Service Activation date.



Getting ready for your IP Flexible Reach installation

Preparing for your service Order Status Manager

If you ordered IP Flexible Reach with AVPN, a technical Interview will be held. Please invite all technical vendors and local on-site contacts to the technical interview call to make sure we get accurate details for your order

If you ordered IP Flexible Reach with MIS a technical questionnaire will be sent via email. Delays in completing the information within 48 hours will result in delays in service activation

AT&T suggests your voice equipment (PBX) and inside wiring be installed 15-days prior to the scheduled due date; if not complete, your service activation may be delayed

Any AT&T equipment received must be available for the AT&T installer

IP Voice services will be activated after your VPN or MIS service is installed; AT&T will coordinate the dates with you

Routers and equipment

Note: You can check the status of your order 24/7 by using the Order Status Manager (OSM) encrypted link provided in your email; an authentication window will open to allow you to login with your AT&T BusinessDirect® credentials, or you can utilize the specific information provided within your email notification.

If you are providing self-managed routers, information about configuring your router(s) is available on the link for the AT&T implementation planner

Username: att

Password: attvoip

If AT&T is providing and managing the CE router, AT&T will have full responsibility for configuring and maintaining.

If you ordered Business in a Box® you can find your configuration guides at the IP Flexible Reach Customer Resource Center

If you are using an AT&T VPN managed router with a cascaded SBC, you are responsible for procuring and managing the cascaded device, Cisco CUBE Session Border Controller

Please be prepared to provide a copy of your router configuration to AT&T prior to Pre-Test and Turn Up.

• Note: You may also locate router installation guides on the manufacturer’s website

You will receive emails from AT&T with critical information about your order and installation. To ensure your order proceeds smoothly, please read, retain and respond as needed

https://www.businessdirect.att.com/portal/index.jsp

http://www.corp.att.com/bvoip




Beginning your installation Activating your service

Installation Information

Disconnects and Migrations

Your site contact and vendor(s) will need to participate in the final testing of your service

If you are managing your own router, you will receive your assigned IP addresses prior to your due date– you will use this to program your router

Please be prepared to provide your IP address preferences throughout the provisioning process

If you are planning to port numbers from another carrier, you will need to disconnect the previous service with the other carrier

If you migrated from another AT&T service, you may need to request a disconnection of that previous AT&T service after the IP Flexible Reach is installed. Please contact your account representative

If you are providing self-managed routers, information about configuring you router(s) is available on the link for the AT&T implementation planner

Username: att

Password: attvoip

If AT&T is providing and managing the CE router, AT&T will have full responsibility for configuring and maintaining.

If you ordered Business in a Box® you can find your configuration guides on the IP Flexible Reach Customer Resource Center

If you are using an AT&T VPN managed router with a cascaded SBC, you are responsible for procuring and managing the cascaded device. Cisco CUBE Session Border Controller

Please be prepared to provide a copy of your router configuration to AT&T prior to Pre-Test and Turn Up.

http://www.corp.att.com/bvoip




AT&T IP Flexible Reach Emergency Services

United States (911/E911) International sites E911 Labels

U.S. – 911/E911 services:The customer is solely responsible for providing AT&T with the Registered Location of each User for purpose of facilitating E911 functionality

The customer must acknowledge their understanding of the circumstances under which E911 service may not be available with IP Flexible Reach originated calls, and agrees to advise each user of the limitations and conditions. Such circumstances include, but are not limited to, relocation of the end user’s CPE, use of a non-native or virtual telephone number, failure in the broadband connection, loss of electrical power, and delays that may occur in updating the customer’s location in the automatic location information database

International – Emergency Calling:

AT&T currently provides emergency calling capability for IP Flexible Reach Global Local Service in Belgium, France, Germany, Netherlands, Spain, UK and Canada

In all other Non-U.S. countries where IP Flexible Reach Long Distance service is available the customer is responsible to ensure that all emergency calls are routed over appropriate facilities to ensure completion provided by that local service provider, or other provider




After Installation, how to contact AT&T if you have a service issue

To Report a Problem

Before reporting a problem, please first review the AT&T Troubleshooting guide on the Maintenance dropdown box at the IP Flexible Reach Customer Resource Center . This will assist you in verifying and determining if you need to open a ticket

Resolution of problems with your CPE, LAN, or PBX are out of scope for the BVoIP support teams.

If you are having a voice issue, please check your phone equipment and programmed features and create a call log to assist AT&T in determining the root cause of the issue

For Repair Info, go to the Maintenance section at the IP Flexible Reach Customer Resource Center,

This site provides links to report a service issue via Express Ticketing or AT&T BusinessDirect® . These are the quickest ways to submit a ticket and provide online features not available when you call. You may use either portal or you may also call repair at 1-877-288-8362

Please do not disconnect or power down any AT&T provided equipment without notifying AT&T

Express Ticketing & Business Direct®

AT&T Express Ticketing allows you to quickly and easily submit trouble tickets for select voice, data, and managed services from your mobile phone, tablet, or PC.

From the home page, you can create a new ticket or request the status of an existing ticket.

To create a new ticket, you will need:

• an asset ID• the state in which the asset is located • trouble description• information about the problem• contact information• local access hours

Note: Your asset ID can be a circuit ID, such as DHEC.845486..ATI or 23/HCGS/123456/SC; a telephone number, such as 555.867.5309; an IP address, such as 192.168.1.1; or a Router Hostname, such as ZZABCLQUE0001R.

AT&T BusinessDirect® provides you with a secure, convenient, reliable way to access your AT&T account and manage your services online —virtually anytime, anywhere

Moves, Adds and Changes

Note: If you need to make any changes moves, or disconnects to your service or feature such as feature change, Change Class of Service (COS), Port Speed, Logical Lifecycle Router Changes, Caller IDs changes, BIB Router Swaps, Change Directory Information, Adding Inbound Alternate Routing (IAR) etc., please contact your account team

AT&T BusinessDirect® provides you the ability to make changes to your service, including adding telephone numbers, changing contact information or to report & track service issues.








AT&T IP Flexible Reach Service – billing expectations for U.S. locations

IP Flexible Reach Bill Start

• Your billing will start one calendar

day after the actual site activation

of your IP Flexible Reach service or

one calendar day after the

scheduled due date

• It’s important to understand that

billing will begin even if all desired

telephone numbers to be used for

the service are not yet available (not

ported)

• In some cases when you move out

your scheduled due date, if service is

ready - billing will still start based on

your original scheduled due date

When/Why Multiple Bills?

• You may receive two bills with

different start dates: one for your

transport service (i.e. MIS, AVPN,

etc.) and another for your IP Flexible

Reach service as these can be

activated and billed independently

• Customers who purchase the AT&T

Business Network Bundle (ABN) will

receive a single bill that includes

charges for both the transport

service and IP Flexible Reach.

However, if your transport service is

ready before your IP Flexible Reach

service is available, the transport will

begin billing

Pro-rated Charges

• When you receive your first bill, charges

may appear higher than what you were

expecting. This is likely a result of partial

charges, also called pro-rated charges,

being included

• Charges are pro-rated as a result of

ordering new service, or making a change

to existing service during your billing

period. They cover the time between the

order completion date and one day before

the billing start date shown on your bill

• For example, if your service activation date

was May 5th, 2015 and the date on your

first bill is May 19th, the pro-rated charges

period will show on your bill as 05-06-2015

thru 05-18-2015

Recurring & Other Charges

• Recurring charges are billed one

month in advance, which means they

are billed at the start of your monthly

billing period

• For example, if the date on your bill is

May 19th, 2015, the recurring charges

period will show on your statement as

May 19, 2015 through June 18, 2015

• Your bill may also reflect one-time

charges. These types of charges are

usually associated with installation of

service or for calls made outside of

your calling plan coverage

• Recurring, pro-rated and one-time

charges may appear together on your

monthly bill

If you’re tax exempt, tax exemption documentation must be provided for each state that you have service in. Every customer billing account numbermust be input into the Customer Tax Exemption Web Tool to check eligibility & apply for tax exemption. For questions, please email [email protected]

http://www.att.com/taxexempt

mailto:[email protected]



AT&T IP Flexible Reach Service - billing expectations

Billing for International Sites

• International billing differs by Region

and in some instances by Country

(for example currency standards).

• Invoicing and Payment options are

dependent on customer and country

needs/requirements. Please contact

your account team as needed for

additional information

Single Bill Options

• Sign up and enjoy the benefits of

AT&T’s convergent billing option

• Receive a single invoice, at no charge,

for multiple AT&T products and

services, including IP Flexible Reach

• Write just one check to AT&T for

services included on the convergent bill

• View and analyze the convergent bill

online using AT&T BusinessDirect®

eBill

• Services must be eligible for

convergent billing; accounts must be in

good standing and meet other

requirements. Contact your account

team for more assistance

• Sales, excise and gross receipts taxes

may apply to IP Flexible Reach

service. Other applicable taxes, fees,

surcharges, as well as shipping and

handling fees, may also apply and

will appear on your bill

• Termination fees and late payment

fees may be applied to your bill in

certain circumstances. Please consult

your contract for details

• Disconnection of a service

component(s) may be permissible;

however, your account may be

subject to early termination fees

and/or change in pricing. Please

consult your contract for details

Miscellaneous Charges Billing Resources

• AT&T Business Direct® provides you

with the ability to view and print

your bills quickly and easily, and pay

bills automatically

• Access our online billing videos to

help you better understand your bill:

• IP Flexible Reach service

http://go-att.us/IPFlexBill

• AT&T Business Network service

http://go-att.us/ABNBill

• Taxes, Fees and Surcharges

http://go-att.us/TxsFeesSrchrgs


http://go-att.us/IPFlexBill

http://go-att.us/ABNBill

http://go-att.us/TxsFeesSrchrgs



Documents

Customer expectation document see following pages 2-11 · © 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are