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AT&T Business Service Guide AT&T FlexWare

The AT&T Business Service Guide is subject to change by AT&T from time to time. See http://serviceguidenew.att.com for current version.

© 2017 AT&T Intellectual Property. All rights reserved.

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

This document reflects the Service Guide in effect as of October 02, 2017

Table of Contents

AT&T FlexWare ......................................................................................................................... 4

Service Description (SD) ........................................................................................................ 4

SD-1. General ..................................................................................................................... 4

SD-1.1. Service Capabilities ............................................................................................ 4

SD-1.2. Network Transport .............................................................................................. 4

SD-1.3. Geographic Availability ....................................................................................... 5

SD-1.4. Customer Responsibilities .................................................................................. 6

SD-1.4.1. Contacts ....................................................................................................... 6

SD-1.4.1.1. Primary Contact ..................................................................................... 6

SD-1.4.1.2. Local Contact ........................................................................................ 7

SD-1.4.2. Network Architecture .................................................................................... 7

SD-1.4.3. Network Connection ..................................................................................... 7

SD-1.4.4. Out-of-Band Management ............................................................................ 7

SD-1.4.5. In-Band Management................................................................................... 8

SD-1.4.6. Service Testing ............................................................................................ 8

SD-1.4.7. Use of Software ........................................................................................... 8

SD-1.4.8. Security ........................................................................................................ 9

SD-1.4.9. Modifications ................................................................................................ 9

SD-1.4.10. Return of Equipment .................................................................................. 9

SD-1.5. Withdrawal of Service ......................................................................................... 9

SD-2. Service Components ................................................................................................10

SD-2.1. AT&T FlexWare Applications .............................................................................10

SD-2.2. Hosts .................................................................................................................11

SD-3. Standard Service Offering ........................................................................................11

SD-3.1. Design and Ordering .........................................................................................11

SD-3.2. Deployment .......................................................................................................11

SD-3.3. Installation .........................................................................................................12

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SD-3.4. Management .....................................................................................................12

SD-3.4.1. Configuration/Provisioning ..........................................................................12

SD-3.4.2. Monitoring ...................................................................................................13

SD-3.4.3. Fault Management ......................................................................................13

SD-3.4.4. Maintenance ...............................................................................................13

SD-3.4.4.1. Problem Severity Code Definitions .......................................................13

SD-3.4.5. Reporting ....................................................................................................14

SD-3.4.6. Billing ..........................................................................................................14

SD-3.4.7. Change Management..................................................................................14

SD-3.5. Disconnects .......................................................................................................15

SD-4. Glossary...................................................................................................................15

Service Level Agreements (SLA) ...........................................................................................17

SLA-1. General SLA Terms ...............................................................................................17

SLA-1.1. Customer Eligibility for SLAs ............................................................................18

SLA-1.2. SLA Exclusions and Limitations .......................................................................18

SLA-2. SLA Summary Table ..............................................................................................19

SLA-3. SLA Details ............................................................................................................20

SLA-3.1. On-Time Provisioning SLA ...............................................................................20

SLA-3.2. Availability SLA ................................................................................................20

SLA-3.3. AT&T Router VNF MPLS Site-to-Site Performance SLAs ................................21

SLA-3.3.1. AT&T Router VNF MPLS Site-to-MPLS Site Latency SLA.........................21

SLA-3.3.2. AT&T Router VNF MPLS Site-to-MPLS Site Data Delivery SLA ................22

SLA-3.3.3. AT&T Router VNF MPLS Site-to-MPLS Site Jitter Service Level Objective ...................................................................................................................................22

SLA-3.3.4. Claims Process .........................................................................................23

Pricing (P) .............................................................................................................................23

P-1. Rates and Charges .....................................................................................................23

Country Specific Provisions (CSP) ........................................................................................23

CSP-1. AT&T FlexWare Extension Countries ....................................................................23

CSP-2. Argentina ...............................................................................................................24

CSP-2.1. Billing ..............................................................................................................24

CSP-3. Aruba .....................................................................................................................24

CSP-4. Bahamas ...............................................................................................................24






CSP-5. Bangladesh ...........................................................................................................24

CSP-6. Bermuda ................................................................................................................24

CSP-7. Brazil .....................................................................................................................24

CSP-8. British Virgin Islands ..............................................................................................25

CSP-9. Cayman Islands .....................................................................................................25

CSP-10. Chile ....................................................................................................................25

CSP-11. Colombia .............................................................................................................25

CSP-12. Honduras .............................................................................................................25

CSP-13. India ....................................................................................................................26

CSP-14. Macau..................................................................................................................26

CSP-15. Peru .....................................................................................................................26

CSP-16. Russian Federation..............................................................................................26

CSP-17. Turkey .................................................................................................................26

CSP-18. Venezuela ...........................................................................................................27

CSP-19. BusinessMail Web-based Electronic Invoicing (Argentina, Chile, Ecuador, Mexico) ..........................................................................................................................................27

CSP-19.1. Country Specifics ..........................................................................................28

CSP-19.2. Customer Care Contact Numbers .................................................................28






AT&T FlexWare

Section Effective Date: 12-Oct-2016

AT&T FlexWare (previously known as AT&T Network Functions on Demand) is a managed service that allows Customers to deploy and use one or more Virtual Network Functions in conjunction with associated AT&T Equipment which may be included in the Customer’s solution. Virtual Network Functions are networking capabilities, such as routing, that have traditionally been implemented in single-purpose hardware appliances and can now run as virtualized software instances at various Sites across the Customer’s network.

The AT&T FlexWare Service Guide consists of the following parts:

Service Description (SD)

Service Level Agreements (SLA)

Pricing (P)

Country Specific Provisions (CSP)

In addition, General Provisions apply.

Service Description (SD)

SD-1. General

SD-1.1. Service Capabilities


The AT&T FlexWare Service (“Service”) provides or supports:

A managed service platform enabling the deployment and use of Virtual Network Functions and associated Hosts at Sites across the Customer’s network;

A library of Virtual Network Functions and Hosts certified by AT&T for use with the Service;

Standard features and functions as outlined in the Standard Service Offering section of this Service Guide; and

Applicable SLAs as described in the Service Level Agreements section of this Service Guide.

SD-1.2. Network Transport

Section Effective Date: 05-Jun-2017

The Service is available for Sites connected by the following network transport services:

AT&T Virtual Private Network service with Ethernet access

AT&T Dedicated Internet

Third-Party broadband (internet)

http://serviceguidenew.att.com/sg_flashPlayerPage/GP






AT&T Switched Ethernet Service℠

Third-Party Private Network

SD-1.3. Geographic Availability


The Service is available in the countries and territories below. The following U.S. territories are excluded: Guam, CNMI, and American Samoa.

Countries

Afghanistan* # Costa Rica # Kazakhstan* # Qatar* #

Albania* # Croatia # Kenya* # Romania #

Algeria* # Curacao Kuwait* # Russia

Anguilla*# Cyprus Latvia # Rwanda* #

Antigua and Barbuda* # Czech Republic Lebanon* # Saint Barthelemy* #

Argentina Denmark Lesotho* # Saint Kitts and Nevis* #

Aruba* # Dominica* # Liberia* # Saint Lucia* #

Australia Dominican Republic Liechtenstein Saint Martin* #

Austria Ecuador # Lithuania Saudi Arabia #

Azerbaijan* # Egypt* # Luxembourg Senegal* #

Bahamas* # El Salvador # Macau # Serbia* #

Bahrain* # Estonia # Madagascar* # Sierra Leone* #

Bangladesh* # Finland # Malawi* # Singapore

Barbados*# France Malaysia Sint Maarten* #

Belarus* # Gabon* # Malta* # Slovak Republic #

Belize* # Gambia* # Mali* # Slovenia #

Belgium Germany Martinique* # South Africa

Bermuda* # Ghana* # Mauritania* # South Korea

Bolivia* # Greece Mexico Spain

Bonaire, St Eustatius and Saba* #

Grenada* # Monaco* # Suriname* #

Bosnia* # Guadeloupe* # Montserrat* # Sweden

Botswana* # Guatemala # Morocco # Switzerland

Brazil Guinea* # Mozambique* # Taiwan

British Virgin Islands* # Guinea-Bissau* # Namibia* # Tanzania (United Republic of)* #

Bulgaria # Guyana* # Netherlands Thailand






Countries

Burkina-Faso* # Haiti* # New Zealand Togo* #

Burundi* # Honduras* # Nicaragua* # Trinidad and Tobago* #

Cameroon* # Hong Kong Niger* # Turkey

Canada Hungary Nigeria* # Turks and Caicos Islands* #

Cape Verde* # India # Norway Ukraine* #

Cayman Islands* # Indonesia Oman* # United Arab Emirates* #

Central African Republic* #

Iraq+ Pakistan* # United Kingdom

Chad* # Ireland Panama # United States

Chile Israel Papua New Guinea* #

Uruguay #

China # Italy Peru U.S. Virgin Islands #

Colombia Ivory Coast* # Philippines Venezuela

Comoros* # Jamaica* # Poland Vietnam #

Congo, Democratic Republic of* #

Japan Portugal

Congo, Republic of*# Jordan* # Puerto Rico

* AT&T FlexWare Extension country.

# 24x7x4 maintenance is not available.

+ Special Bid only.

SD-1.4. Customer Responsibilities

SD-1.4.1. Contacts

SD-1.4.1.1. Primary Contact

Section Effective Date: 29-Feb-2016

Customer will designate no more than one (1) person who will be Primary Contact for all operational and administrative matters related to the Services across all Sites, other than those handled by Local Contacts.






SD-1.4.1.2. Local Contact


Customer will designate no more than one (1) person per Site as a Local Contact for AT&T or vendors dispatched by AT&T for installation and maintenance activities.

SD-1.4.2. Network Architecture


Customer is required to provide AT&T with the applicable network architecture design at each Site as part of the design and ordering process.

SD-1.4.3. Network Connection

Section Effective Date: 10-Apr-2017

Customer is responsible for connecting the Customer’s computing and communications platform to the applicable port(s) on AT&T Equipment, including providing the appropriate media adapter/cables for connecting to its LAN media and providing the internal cables required to connect the LEC, PTT or other network providers' services. Customer is responsible for providing electrical power.

SD-1.4.4. Out-of-Band Management


For any AT&T Equipment that requires out-of-band (“OOB”) management, AT&T may perform OOB management and testing via Mobility or POTS analog extension, and where required AT&T may provide either the Mobility or POTS modem. Customer is responsible for providing specific aspects of the necessary connectivity.

The Mobility option requires adequate wireless network coverage at the spot where AT&T will install the Mobility modem at the Site, to be determined at AT&T’s sole discretion, and where implemented the SIM card and wireless data access is included as part of the Service. If the Mobility modem must be located more than 20 feet in cable length from AT&T Equipment due to wireless coverage or other installation considerations, Customer is responsible for providing Cat-5 or Cat-6 inside wiring with RJ-45 connectors from the AT&T Equipment to the Mobility modem, with no intervening Customer Equipment such as LAN switches.

If the POTS option is selected by Customer or by AT&T, Customer is responsible for acquiring the POTS line needed for OOB management. Any analog extension must conform to the Service specifications, allowing OOB remote access that must be available 24 hours per day. Customer is responsible for providing a broadband connection or POTS line if cellular service is not available.






SD-1.4.5. In-Band Management


Customer must have an internet broadband connection (AT&T or third-party) or AT&T Virtual Private Network service with Ethernet at one of their locations for in-band management and need to configure Customer LAN appropriately.

SD-1.4.6. Service Testing


Customer shall cooperate with and participate in any tests that AT&T reasonably requests in connection with provisioning of the Service.

SD-1.4.7. Use of Software


In conjunction with the Services, Customer may be allowed to use or be given access to certain Software, including Third-Party Software. Where AT&T provides Third-Party Software, it is licensed to AT&T by the third-party or their licensors solely for use by Customer under the terms stated herein and any other applicable license terms. All title and intellectual property rights in and to the Software (and the constituent elements thereof, including but not limited to images, photographs, animations, video, audio, music, text and "applets" incorporated into the Software) are owned by AT&T or the Third-Party suppliers. The Software is protected by copyright laws and international copyright treaties, as well as other intellectual property laws and treaties. Customer possession, access, or use of the Software does not transfer ownership of the Software to Customer.

Customer may not use Software provided with a Service after the termination of the Customer’s Pricing Schedule or after termination or disconnection of the Service. Customer may not copy Software provided with a Service unless expressly permitted in writing by AT&T. Customer may not remove, modify or obscure any copyright, trademark or other proprietary rights notices that appear on any Software. Unless permitted by the terms of an applicable open source software license, Customer may not reverse engineer, decompile or disassemble any Software provided except and to the extent that they are expressly permitted by applicable law to do this, and then only upon providing at least ten (10) days advance written notice to AT&T. Additional restrictions that may apply to Software provided may be specified in this Service Guide or in any license agreement that may accompany such Software.

AT&T will provide Customer with applicable Third-Party Software license terms and conditions. If Customer chooses to use the Third-Party Software, and the third-party or its licensors require that Customer agree to additional terms and conditions regarding the use of the Third-Party Software, the Customer’s use of the Software indicates its acceptance of such terms.






SD-1.4.8. Security


Customer 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 Equipment) for reconstruction of lost or altered files, data or programs.

SD-1.4.9. Modifications


If Customer makes or fails to make any change that may affect AT&T's ability to provide the Service, such as changes to its computing or communications platform, Customer must immediately communicate this information to AT&T and Customer will be responsible for any reasonable charges to resolve the problem. If 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.

Customer shall not install or modify Software; nor remove, relocate or modify AT&T Equipment without AT&T's prior written approval. Customer de-installations or warehousing of unused AT&T Equipment is not permitted. Should Customer wish to de-install AT&T Equipment, Customer must submit a disconnect MACD request so that AT&T can dispatch the appropriate AT&T (or AT&T designated) personnel to recover the AT&T Equipment and Software.

SD-1.4.10. Return of Equipment


Upon termination of the Customer’s Pricing Schedule or disconnect of Service at a Site, Customer shall, within thirty days of AT&T's request and at a mutually agreed time during Standard Business Hours, provide access to AT&T or third-party designated by AT&T to de-install and remove AT&T Equipment. Customer shall return AT&T Equipment and Software in the same condition as originally installed, ordinary wear or tear excepted, or Customer shall pay the then current market value for all associated AT&T Equipment and Software, and shall cooperate with AT&T to facilitate the removal of all logical configurations.

SD-1.5. Withdrawal of Service


AT&T may immediately discontinue providing Service in any country if, in AT&T’s sole opinion, such Service provision exposes AT&T to civil, regulatory, or legal risk due to acts or potential acts of regulatory or governmental agencies or other causes beyond AT&T’s reasonable control.






SD-2. Service Components


AT&T maintains a library of certified Service Components which may be used in conjunction with the Service.

SD-2.1. AT&T FlexWare Applications


The Service virtualizes network functions in Software that traditionally have been performed in proprietary, dedicated hardware. Types of applications (sometimes referred to as Virtual Network Functions or VNFs) currently supported include:

Router – Mediates the transmission routes of data over a network.

Firewall – Blocks various forms of unauthorized access to or from a private network.

WAN Acceleration - Increases data transfer efficiencies across the Wide Area Networks.

Specific features supported by the applications may vary based upon the capabilities supported by the Software.

Firewall Options

Feature Essential Enhanced

AT&T Security Center Reporting X X

Device Monitoring/Polling X X

Inbound/Outbound Policy X X

FQDNS X X

GEO IP blocking X X

Network Address Translation X X

High Availability Future Future

Application Awareness X

Application Control X

Web Filtering X

AntiVirus X

Anti-Malware X

Cloud-Based Threat Analysis X

User-ID X

SSL and IPSec Remote Access VPN X

Syslog Forwarding X

Policy-Based Forwarding X






WANX Options

Basic Service Complete Service

- AT&T-Managed Only

- Caching/compression

- TCP Optimization

- AT&T-Managed or Customer-Managed

- Caching/compression

- TCP Optimization

- Layer 7 Optimization services

- SSL Optimization

SD-2.2. Hosts

Section Effective Date: 19-May-2017

A Host provides physical connectivity to the network and enables the instantiation and operation of one or more VNFs. Types of Hosts currently supported include:

Universal CPE – An x86-based appliance at the Customer premises.

Specific features and VNFs supported by the Host may vary based upon its supported capabilities. The number and size of VNFs that Customer may order on a Host depends on the available resources as determined by AT&T in its sole discretion. Performance may vary depending upon the VNFs running, available resources and other factors.

SD-3. Standard Service Offering

SD-3.1. Design and Ordering


AT&T will work with Customer to identify requirements for the AT&T Equipment and Software based upon Customer-provided information and requirements as set forth by AT&T. This design will reflect any relevant information provided by Customer to AT&T needed for the delivery and billing of the Service.

Customer may request new orders and/or changes to orders through the Customer’s AT&T account representative.

SD-3.2. Deployment


AT&T will configure and deploy the Service, including project management, staging and shipping of the applicable AT&T Equipment and Software, as appropriate.






SD-3.3. Installation


AT&T will perform the following installation steps as appropriate in connection with the Service ordered by Customer during Standard Business Hours:

Physical installation of AT&T Equipment;

Logical configuration of the Host and related software;

Loading of Software image(s) and instantiation of VNF(s), as applicable;

Configuration of AT&T-managed VNF Software; and

Logical configuration required to establish connectivity of the Host and AT&T-managed VNF Software with the AT&T management center.

Installation is considered completed at the point that the Host and AT&T-managed VNF Software have established connectivity with the AT&T management center.

SD-3.4. Management


Standard management provided by AT&T for the Host includes management of the hardware, base operating system, plug and play software, hypervisor, resource allocation for virtual machines, and logical connectivity between virtual machines. The VNF Software may be managed by AT&T or by Customer as determined in the Customer’s Pricing Schedule.

For the components managed by AT&T, the following is included:

configuration/provisioning;

monitoring;

fault management;

maintenance;

reporting;

billing; and

change management.

SD-3.4.1. Configuration/Provisioning


AT&T will configure/provision the Service(s) in accordance with this Service Guide and the Customer’s Pricing Schedule. Any changes to the initial configuration will be handled as per the Change Management section below.






SD-3.4.2. Monitoring


AT&T will monitor the Service(s) in accordance with this Service Guide and the Customer’s Pricing Schedule.

SD-3.4.3. Fault Management


AT&T provides fault management for the Service(s) in accordance with this Service Guide and the Customer’s Pricing Schedule, including the following:

fault monitoring;

fault recognition;

trouble isolation;

problem resolution;

issue tracking via Trouble Ticket; and

interface with maintenance vendors, as needed.

AT&T shall provide fault isolation and resolution services until AT&T resolves the problem or determines that the problem is not in the Service.

SD-3.4.4. Maintenance

Section Effective Date: 11-Jul-2016

AT&T will perform required maintenance functions as deemed necessary by AT&T to help protect the safety, stability, and security of the Service, including maintenance and upkeep of AT&T tools necessary for operation of the Service. Maintenance includes repair or replacement of AT&T Equipment, and applicable patches and/or upgrades for Host related software and AT&T-provided VNF Software.

The maintenance level for Hosts and Software is 24x7x4, meaning 24 hours per day x 7 days per week with average Service restoration within 4 hours, except for locations where, at AT&T's sole discretion, best effort is available. AT&T will notify Customer at time of order if a given location is outside of AT&T's 24x7x4 maintenance area.

AT&T may provide notice of Scheduled Maintenance, Emergency Maintenance, repair or upgrade directly to Customer or by posting on AT&T Business Center and such notice is deemed received by Customer upon posting.

SD-3.4.4.1. Problem Severity Code Definitions


The Customer defines the severity of a problem when the Customer calls into the eMaintenance Center. The following definitions are provided as guidance to assist the Customer to appropriately assign the severity of a problem.






Problem Severity Code Definitions

Severity Definitions

1 Critical problem that stops Customer from functioning. The network, service or product is unusable and Customer is completely out of service.

2 Major problem with severe impact on Customer business, but does not stop it from functioning. The network, service or product is interrupted or severely degraded and Customer is not able to work at expected levels of performance and productivity. Also used for Severity 1 problems with a 100% bypass but awaiting final resolution.

3 Minor problem that does not seriously affect service or network availability or functionality used in Customer business.

4 No problem. Customer business is not impacted. There is no significant impact to the user. Incident may be a request for service information or a suggestion.

SD-3.4.5. Reporting


AT&T provides standard network operations reports via AT&T Business Center which focus on basic VNF and Host performance. Operations reports are provided on a scheduled periodic basis, with each report displaying information gathered during the previous period's activity. AT&T may change the format, details and types of the available reports without notice.

SD-3.4.6. Billing


Billing for each Service Component begins on the day following the Service Activation Date of that Service Component.

SD-3.4.7. Change Management


Customer may request orders, and changes to orders, through Customer’s AT&T account representative or via AT&T’s designated alternative procedures, if any, which may change from time to time and can be found within AT&T Business Center or may be provided to Customer by AT&T upon request.

Customer may request supported configuration changes (logical MACDs) for AT&T-managed VNFs and there will be no charge associated with logical MACDs. Customer is limited to two logical MACD changes per month, per VNF. Physical MACD requests (other than disconnect orders), such as moves or reconfigurations, are not supported.






SD-3.5. Disconnects


To terminate or disconnect a Host and associated Software, Customer must submit a disconnect order using AT&T Business Center or AT&T’s designated alternative procedures. 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 (as extended by Customer as provided below, if applicable), whichever is later. Customer may delay or cancel a disconnect order without charge, at any time prior to 48 hours before the disconnect date, by submitting a written request using AT&T Business Center or AT&T’s designated alternative procedures.

After disconnection, Customer must make arrangements with AT&T to return all AT&T Equipment and Software unless otherwise stated and agreed upon in writing by AT&T. Disconnections necessitate the removal of all logical configuration and related information from AT&T Equipment.

SD-4. Glossary


As used in this Service Guide, the terms or abbreviations below have the following meanings:

Glossary

Term Definition

AT&T Business Center The Customer interface portal. Only registered users are authorized to access the portal.

AT&T Equipment Equipment provided by AT&T at the Customer premises as part of the Service, including the Host hardware, optical or electrical pluggable interfaces, OOB Mobility or POTS modem, and associated cabling.

Critical Outage Unless otherwise stated, a Critical Outage is measured in minutes and is the time a Service or critical component of the Service is not operational or is unavailable on an unscheduled basis resulting in Customer being completely out of service. Critical Outages are tracked with severity 1 Trouble Tickets.

Customer Equipment Any equipment not provided by AT&T as part of the Service.

Customer’s Pricing Schedule The Customer’s Pricing Schedule or other document(s) constituting Customer’s agreement for the purchase and use of the Service.

https://www.att.com/ebiz/registration/login






Glossary

Term Definition

Deferred Maintenance Time The time that AT&T, its agents, or other maintenance vendors cannot respond to a Site to repair Service due to the Customer’s hours of operation. For purposes of calculating service levels, Deferred Maintenance Time includes any periods outside of the maintenance provider's normal business hours of operations.

Emergency Maintenance Unscheduled maintenance, repair or updating activities that are necessary in order to protect AT&T facilities, network services or the security of Customer Equipment or property. AT&T will attempt to provide reasonable notice to Customer when AT&T determines that it is required to perform Emergency Maintenance prior to the maintenance activity being performed. However, advance notice may not be feasible and is not required.

FQDNS Fully Qualified Domain Name Service is URL filtering or blocking potentially harmful content.

Host A physical server or similar computing platform that is connected to a network and runs software that enables the instantiation and operation of one or more VNFs.

Instantiation The initial creation of a VNF instance (i.e., single copy of a running VNF) from a standard Software image on a given Host.

Out-of-Band (OOB) A dedicated connectivity solution that allows an operator to establish connectivity to a physical Host or other device for the purpose of remote management and testing.

Scheduled Maintenance Maintenance, repair or updating activities that are performed during a maintenance window established by AT&T (e.g., by publishing on AT&T Business Center), or a maintenance window agreed to by AT&T and Customer. AT&T may also perform Scheduled Maintenance by providing Customer a minimum of five (5) business days' notice prior to the day the Scheduled Maintenance will occur.






Glossary

Term Definition

Service Activation Date The date when a Service Component is made available for Customer use. This includes installation and turn-up of the Host as applicable, instantiation of the VNFs, configuration of the VNF Software if managed by AT&T and/or hand-off to Customer for VNF Software if managed by Customer.

Site The Customer premises location where Customer has ordered installation of AT&T Equipment and Software in conjunction with the Service.

Software The VNF software unless otherwise stated.

Standard Business Hours Monday through Friday 08:00 (8am) until 17:00 (5pm) local time.

Syslog A log of system activities

TCP Transmission Control Protocol

Third-Party Software Software developed, owned, or provided by parties other than AT&T.

Trouble Ticket The AT&T record that stores the information required for tracking a trouble activity or event (e.g., Critical Outage) from the initial call receipt through resolution or completion. AT&T can create Trouble Tickets either proactively or in response to troubles reported by Customer.

Virtual Network Function (VNF) An individual instance of a network function, such as routing, that has been virtualized in Software and operates as a Service Component on a given Host.

WANX Increases data transfer efficiencies across the Wide Area Networks.

Service Level Agreements (SLA)

SLA-1. General SLA Terms


AT&T has established service level performance objectives for AT&T FlexWare. While AT&T cannot guarantee performance objectives, AT&T will provide credits to an eligible Customer when a performance objective is not met by AT&T. If an SLA states that a Customer is eligible for an SLA credit, this means that Customer is eligible subject to the terms, definitions and any exclusions or limitations stated herein.






Except where an individual SLA states differently, SLAs, and the collection of data measurements against a performance objective, shall begin on the Service Activation Date for the applicable Service or Service Component with SLA reporting being made available to Customer in the next complete monthly reporting period after activation.

AT&T may make performance measurement data available to Customer via AT&T Business Center.

SLA calculations will be based upon all Critical Outages within the monthly reporting period, subject to the exclusions and limitations set forth herein.

SLA-1.1. Customer Eligibility for SLAs


To be eligible for SLAs, the Host must meet the following requirements:

New Hosts must be tested and accepted by AT&T.

AT&T Equipment must have a means of dedicated Out-of-Band access for remote management.

SLA-1.2. SLA Exclusions and Limitations


Customer must provide AT&T with at least one week prior written notice of any Customer initiated network changes that could affect the Service. All changes must follow the change management process described in this Service Guide or otherwise established by AT&T and are subject to AT&T review and approval.

AT&T is not responsible for failure to meet an SLA where AT&T's failure results, in whole or in part, from:

negligent conduct or misuse of the Service by Customer;

the conduct of a third-party service provider providing service to Customer;

failure or deficient performance of power, equipment, services, or systems not provided by AT&T as part of the Service;

service interruptions, deficiencies, degradations, or delays:

o due to Customer Equipment used with the Service that has not been upgraded by Customer as required by AT&T;

o due to failure of code or software managed and/or written by Customer or a third-party for Customer;

o during any period during which AT&T does not have Out-of-Band Access to AT&T Equipment;

o during any period when AT&T or its agents are not afforded access to AT&T Equipment;

o during any period when Customer prevents AT&T or its agents from implementing software patches or upgrades necessary for AT&T to provide Service;






o during any application failures caused by Customer disrupting or adversely impacting their Service or failing to respond to alerts as agreed or creating false alerts;

o during maintenance windows or any other period when Customer has released a Service to AT&T for maintenance or rearrangement purposes or for the implementation of a Customer order;

o during any period in which Customer is unavailable to accept repairs or requests a delay in repairs;

Customer’s refusal to allow AT&T to perform maintenance deemed necessary to maintain the Service, whether scheduled or unscheduled at the time needed;

Force Majeure conditions;

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

o AT&T's access to the Site was restricted;

o Customer makes any changes that affect the agreed-upon implementation schedule without prior AT&T review and approval;

o Customer is not ready for installation of the transport network, installation of AT&T Equipment, or testing of the installed configuration;

o There is an inadequate environment at the Site, including, but not limited to, improperly cooled equipment rooms, power failure, non-standard power sockets, connectors, voltage, etc.;

o Interruptions or delays occur due to labor difficulties, governmental orders, civil commotion, acts of God and other circumstances beyond AT&T's reasonable control;

o The transport (whether provided by AT&T or others) fails to be installed on time, regardless of transport type or cause of delay; or

o Any applicable Customer Equipment at a Site is not as specified for that Site during the initial order.

Additional Exceptions - Availability. Where 24x7x4 maintenance is not available in a country or location, the Availability SLA will not apply.

SLAs do not apply to any FlexWare Hosts or associated applications which are connected via third party broadband access.

SLA-2. SLA Summary Table


AT&T FlexWare SLA Summary Table

Service Level Agreement Performance Objective Service Credit

On-Time Provisioning SLA

Completed on or before scheduled Service Activation Date

50% of applicable Installation charge






AT&T FlexWare SLA Summary Table

Service Level Agreement Performance Objective Service Credit

Availability SLA 99.9% 5% of monthly recurring charge for affected Host and

associated VNFs

Router VNF MPLS Site-to-MPLS Site

Latency SLA1

SLA Target Lookup tool on the Web Portal for AT&T VPN

Managed Router2

10% of the AT&T VPN MRC2

Router VNF MPLS Site-to-MPLS Site

Data Delivery SLA1

SLA Target Lookup tool on the Web Portal for AT&T VPN

Managed Router2

10% of the AT&T VPN MRC2

Notes:

1 Access connection is with AT&T VPN;

All Exclusions from AT&T VPN Business Service Guide for SLAs apply.

2 Defined in the AT&T VPN Business Service Guide- SLA Definitions.

SLA-3. SLA Details


AT&T has responsibility for SLA tracking and measurement, and will provide SLA service credits proactively unless otherwise specified in the Customer’s Pricing Schedule. AT&T may proactively open a Trouble Ticket or the Customer may request AT&T to open a Trouble Ticket. SLA Details are described in the applicable sections and may contain tables that reference specific details concerning the particular SLA referenced.

SLA-3.1. On-Time Provisioning SLA


The On-Time Provisioning SLA measures on-time implementation and order completion of new AT&T Equipment and Software, based upon the scheduled Service Activation Date agreed upon by AT&T and Customer after all the required data for the Site is available. If the Service Activation Date is missed due to AT&T’s failure, Customer is eligible for a service credit of 50% against the related Installation Charge.

SLA-3.2. Availability SLA


The Availability SLA measures the average availability of VNFs on a given Host, and is measured and reported as a percentage over a full calendar month. The Availability SLA






applies beginning at the start of the next full calendar month following the Service Activation Date. For example, if the Service Activation Date is January 15, the SLA would begin to apply February 1. A VNF is considered unavailable during a Critical Outage.

The performance objective for Availability is 99.9%. If AT&T does not meet this performance objective in a given calendar month, Customer is eligible for an Availability SLA credit of 5% against the monthly recurring charge for the affected Host and associated VNFs.

Formula for Availability

% Availability = [(TVM - TFM) / TVM)] x 100

Notes:

TVM Total VNF Minutes per month per applicable Host (total minutes in a month multiplied by the number of eligible VNFs). TVM does not include Deferred Maintenance Time or time attributed to Scheduled Maintenance.

TFM The Total Failed Minutes per applicable Host, where an eligible VNF was unavailable due to a Critical Outage. TFM does not include Deferred Maintenance Time or time attributed to Scheduled Maintenance.

SLA-3.3. AT&T Router VNF MPLS Site-to-Site Performance SLAs


AT&T Router VNF MPLS Site-to-Site Performance addresses AT&T Router VNF MPLS Site-to-Site Latency, Data Delivery and Jitter. These SLAs are available only for a Qualifying Pair. “Qualifying Pair” means two Sites selected by the Customer and accepted by AT&T for the purpose of measuring compliance with AT&T Router VNF MPLS Site-to-MPLS Site performance obligations for latency, data delivery, and jitter between the selected pair of Sites. To be considered a Qualifying Pair, Customer must order and install the AT&T Router VNF Feature at each Site in the Qualifying Pair.

The performance objective is for the AT&T Router VNF MPLS Site-to-MPLS Site Latency, Data Delivery and Jitter average for a month to be no more than the performance objective stated for the Sites in the Qualifying Pair as found in the SLA Target Lookup tool on the Web Portal under AT&T VPN Services Managed Router performance category. Eligibility for SLAs requires minimum Port speeds of 1.5MG. There are no SLAs on COS4 traffic.

The metrics published in the Customer’s Site to Site reports in the “Average” column reflect all MPLS Port utilization measured during a month. The metrics published in the Customer’s Site to Site reports in the “Adjusted” column eliminate measurements taken during periods of Port utilization at excess levels, which can impact Latency, Data Delivery and Jitter measurements.

If the Site Access Termination is delivered on Non-Terrestrial technology, site to site performance SLAs are only available ICB.

SLA-3.3.1. AT&T Router VNF MPLS Site-to-MPLS Site Latency SLA


"Latency" is the interval of time it takes for test packets of data to travel from the source end point (MPLS Port, Router VNF, Site, etc.) to the destination end point and back again.






AT&T Router VNF MPLS Site-to-MPLS Site Latency SLA is measured from the Router VNF at one Site to the Router VNF at the other Site in a Qualifying Pair for each class of service to which the Customer subscribes. In order to qualify for an AT&T Router VNF MPLS Site-to-MPLS Site Latency SLA on CoS5 of a CoS6 configuration, Customer will need to allocate a minimum of 5% bandwidth to CoS5. The monthly average AT&T Router VNF MPLS Site-to-MPLS Site Latency performance for each Qualifying Pair is compared with the AT&T Router VNF MPLS Site-to-MPLS Site Latency performance objective to determine if a Qualifying Pair meets the SLA performance objective. AT&T Router VNF MPLS Site-to-MPLS Site Latency performance objectives are subject to change if the bandwidth changes at AT&T CPE at either Qualifying Site in the Qualifying Pair.

SLA-3.3.2. AT&T Router VNF MPLS Site-to-MPLS Site Data Delivery SLA


"Data Delivery" is the ratio (shown as a percentage) of test packets of data actually received at the destination end point to attempted test packets of data transmitted from the source end point.

AT&T Router VNF MPLS Site-to-MPLS Site Data Delivery SLA is measured from the AT&T Router VNF at one Site to the AT&T Router VNF at the other Site in the Qualifying Pair for each class of service. The AT&T Router VNF MPLS Site-to-MPLS Site Data Delivery Percentage is the average Data Delivery Percentage for that month for a Qualifying Pair calculated by dividing Data Received by Data Delivered segregated by COS, and multiplying by 100.

“Data Delivered” is the number of test packets of data delivered in a month by AT&T to an ingress router at one Qualifying Site for delivery to an egress router at the other Qualifying Site in the Qualifying Pair.

“Data Received” is the number of such test packets of data that are actually received by the egress router at the Qualifying Site in the Qualifying Pair.

SLA-3.3.3. AT&T Router VNF MPLS Site-to-MPLS Site Jitter Service Level Objective


"Jitter" refers to the Mean Packet to Packet Delay Variation (MPPDV) between a Qualifying Pair and is measured one way between the source and destination end points.

AT&T Router VNF MPLS Site-to-MPLS Site Jitter refers to the variation in packet transit delay between Qualifying Sites in a Qualifying Pair and is measured one way from the Router VNF at one Site to the Router VNF at the other Site in a Qualifying Pair. AT&T Managed VNF MPLS Site-to-MPLS Site Jitter SLA is available to Customers who subscribe to 6CoS designs for CoS1 and CoS2V on Ports at speeds of 1M and higher or only on CoS1 for Customers who subscribe to 4CoS designs. The performance objectives are subject to change if the bandwidth changes at either customer edge router in the Qualifying Pair.

Service Level Objective (SLO) has no credit remedy, but is used for operational performance analysis. If Customer reports that AT&T did not meet the AT&T Router VNF MPLS Site-to-MPLS Site Jitter performance objective for a Qualifying Pair Customer should open an eMaintenance ticket, and report the Service Level Objective that is not being met.






SLA-3.3.4. Claims Process


In order for a Customer to be eligible to receive a credit under an SLA:

The credit request must be submitted by the end of the month following the month in which the provisioning was completed or the performance objective failure occurred.

A trouble ticket must be opened with respect to the trouble or service deficiency causing AT&T to miss a performance objective. Customer is required to open a trouble ticket in order to be eligible for SLA credits for the:

o AT&T Router VNF MPLS Site-to-MPLS Site Latency SLA;

o AT&T Router VNF MPLS Site-to-MPLS Site Data Delivery SLA;

Customer must submit a credit request in writing to the AT&T SLA Administration Center via the Web Portal. Each request for a credit must include the AT&T eMaintenance ticket number(s) selecting FlexWare under the AT&T VPN Claim section.

Pricing (P)

P-1. Rates and Charges


All rates and charges are set forth in the Customer’s Pricing Schedule.

Country Specific Provisions (CSP)

CSP-1. AT&T FlexWare Extension Countries


For countries identified as AT&T FlexWare Extension countries, the following conditions will apply:

AT&T will not import the equipment.

AT&T will not own the equipment. Customer or a third-party will own the equipment in-country.

In-country billing and contracting are not available.

Service may not be used for voice/VOIP, video or LTE.

Service will not include encryption capability.

Customer, and not AT&T, is responsible for obtaining any necessary import or use licenses and is responsible for compliance with any local encryption-related requirements.

Combination with other services or applications is available only on an Individual Case Basis.

Not all AT&T FlexWare devices and applications may be available in all countries.

Internet Access Resale solutions are not available.






For services in Extension Countries, Customer may purchase VNFs in the US and be responsible for downloading into the Extension Country. Billing will be from AT&T France to Customer in France, unless otherwise specified. Customer will comply with laws governing the importation into and use in the Extension Country of VNFs and Hosts, including the encryption technology embedded therein, and will obtain the authorizations, licenses, and permits necessary to do so.

CSP-2. Argentina

CSP-2.1. Billing

Section Effective Date: 11-Nov-2016

This provision can be found in the General Provisions.

CSP-3. Aruba

Section Effective Date: 19-Aug-2016

If approved for service under the Local Billing Option, AT&T’s France affiliate shall invoice Customer’s Legal Entity in France in the currency approved by AT&T, and Customer’s Legal Entity in France shall make payment to AT&T’s France Affiliate.

CSP-4. Bahamas



CSP-5. Bangladesh


AT&T’s French affiliate shall invoice Customer’s Legal Entity in France in the currency listed in Customer’s contract for Bangladesh and Customer’s Legal Entity in France shall make payment to AT&T’s French Affiliate.

CSP-6. Bermuda



CSP-7. Brazil

Section Effective Date: 11-Nov-2016

This provision can be found in the General Provisions.








CSP-8. British Virgin Islands



CSP-9. Cayman Islands



CSP-10. Chile


Customer agrees that AT&T may deliver invoices to Customer by means of BusinessMail Web-Based Billing. AT&T enables Customer to access BusinessMail Web-Based Billing by using a User ID and password. Customer must provide AT&T with the name, telephone number, e-mail address, Tax ID (for Chile also includes GIRO/type of business, Comuna/town, and postal code) of Customer's designated billing contact for this purpose. AT&T will notify Customer's designated billing contact by e-mail when an invoice is made available on BusinessMail. Customer agrees to check BusinessMail at least monthly for invoices regardless if Customer has received e-mail notification of invoice availability. Customer agrees that Customer will be deemed to have received each invoice as of the date the invoice is made first available by AT&T and that Customer's failure to access any invoice shall not relieve, waive or delay Customer's obligation to remit payment to AT&T. Customer must provide AT&T with 45 days' prior written notice of any change affecting Customer's designated billing contact including changes in contact name, telephone number, e-mail address, by e-mail at [email protected] or by contacting AT&T Customer Care via telephone at 1230-020-5500.

CSP-11. Colombia


Unless otherwise mandated by Colombian law, invoices for all applicable charges shall be rendered in US Dollars, and payment shall be made in US Dollars. If any law, rule or regulation of a competent Colombian authority requires that payment for services rendered in Colombia must be made in Colombian Pesos, payment shall be made in the equivalent amount in Colombian Pesos based on the official exchange rate or "Tasa Representativa del Mercado" ("T.R.M."), set on the day immediately prior to the date the payment is made.

CSP-12. Honduras



mailto:[email protected]






CSP-13. India


Service may not be used for LTE. Encryption strength is limited in India.

CSP-14. Macau


AT&T’s Hong Kong affiliate shall invoice Customer’s Legal Entity in Hong Kong in the currency listed in Customer’s contract for Macau and Customer’s Legal Entity in Hong Kong shall make payment to AT&T’s Hong Kong Affiliate.

CSP-15. Peru


AT&T will invoice all applicable charges in US Dollars, and Customer shall pay all charges in US Dollars. If any law, rule or regulation of a competent Peruvian authority requires that payment for services rendered in Peru must be made in Nuevo Soles, the invoice will include the equivalent amount in Nuevo Soles based on the official exchange rate of the Banco Central de la Reserva del Peru on the day immediately prior to the invoice date.

CSP-16. Russian Federation


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

CSP-17. Turkey


Customer agrees that AT&T may deliver invoices to Customer through submission to the Turkey Ministry of Finance (MOF) Web-based Billing portal. Customers must register with the Ministry of Finance at https://mportal.kamusm.gov.tr/bp/mm.go prior to receiving and issuing electronic invoices (eInvoices). Customer will log onto the MOF portal to view their monthly AT&T eInvoice or can retrieve eInvoices using a Government MOF approved, Integrator application. Customer must provide AT&T with the local company name, company Tax Registration Number and Tax Office. Customer will be responsible for logging onto the MOF portal or using an integrator application to obtain the monthly invoice. Customer agrees that Customer will be deemed to have received each invoice as of the date the invoice is made first available by AT&T and that Customer's failure to access any invoice shall not relieve, waive or delay Customer's obligation to remit payment to AT&T. Customer must provide AT&T with 45 days' prior written notice of any change affecting Customer's designated billing by e-mail at [email protected] or telephone (caller paid) +44 20 34 505 751.

In addition, the following conditions will apply:

AT&T will not import the equipment.

AT&T will not provide connectivity.

https://mportal.kamusm.gov.tr/bp/mm.go

[email protected]






Service may not be used for voice/VoIP, video or LTE.

Service will not include encryption capability.

Combination with other services or applications is available only on an Individual Case Basis.

Not all AT&T FlexWare VNFs or other functionalities may be available.

CSP-18. Venezuela


All invoices rendered in Venezuela for Services provided in Venezuela shall be made in the local currency, presently known as Bolívares Fuertes (“Bs.F.”).

List rates for services are contained in the Schedule of Charges for Venezuela. Prices after any discount applicable to Customer’s Service in Venezuela will be set forth in Customer’s Pricing Schedule or Addendum in the local currency, presently known as Bolívares Fuertes (“Bs.F.”). AT&T Global Network Services de Venezuela, LLC (“AT&T Venezuela”) will invoice Customer for Service in Venezuela in Bs.F and Customer agrees to pay in Bs.F. In case of a government devaluation of the Venezuelan currency, the price expressed in Customer’s contract in the local currency (now known as the Bs.F) will be adjusted proportionally to the devaluation and AT&T Venezuela may issue one or more invoices or debit notes in connection with any invoice then outstanding and unpaid.

As of March 9, 2016, in accordance with local Venezuelan currency laws and regulations all services in provided by AT&T that are priced in United States Dollars or originally priced in Bolivares using the official fixed exchange rate prior to March 9, 2016, shall be converted to Bolivares using the DICOM exchange rate issued by the Central Bank of Venezuela as of invoice date.

CSP-19. BusinessMail Web-based Electronic Invoicing (Argentina, Chile, Ecuador, Mexico)


Customer agrees that AT&T may deliver invoices to Customer by means of BusinessMail web-based billing.

AT&T enables Customer to access BusinessMail by using a User ID and Password. It is the Customers responsibility to authenticate their BusinessMail account.

Customer must provide AT&T with the Company Tax ID and the name, telephone number, e-mail address of the Customer's designated billing contact for purpose of electronic invoice review and payment.

AT&T will notify Customer's designated billing contact by e-mail when an invoice is made available on BusinessMail. Customer must follow instruction to authenticate their BusinessMail account to receive monthly invoice notifications.

Customer agrees to check BusinessMail at least monthly for invoices regardless if Customer has received e-mail notification of invoice availability.






Customer agrees that Customer will be deemed to have received each invoice as of the date the invoice is first made available by AT&T and that Customer's failure to access any invoice shall not relieve, waive or delay Customer's obligation to remit payment to AT&T.

Customer must provide AT&T with 45 days' prior written notice of any change affecting Customer's designated billing contact including changes in contact name, telephone number, e-mail address, by e-mail at [email protected] or by contacting AT&T Customer Care via telephone numbers listed below.

CSP-19.1. Country Specifics


Argentina - email must be 35 characters or less

Chile – include GIRO/type of business, Comuna/town, and postal code

CSP-19.2. Customer Care Contact Numbers


Argentina: +1 800 444 3136 or +1 408 454 4274 (toll)

Chile: +1 230-020-5500 or +1 408 454 4274 (toll)

Ecuador: +1 408 454 4274 (toll)

Mexico: +1 800 710 2709 or +1 408 454 4274 (toll)

End of Service Guide

[email protected]

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