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ANIRA Service Guide

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ANIRA Service Guide

    Service Guide

    AT&T Network-Based IP VPN Remote Access

    AT&T Network-Based IP VPN Remote Access (ANIRA) ("the Service") enables Customers to extend the reach of their AT&T provided network based Multi Protocol Label Switching (MPLS) services or AT&T Packet Services (APS) by using the reach of the internet coupled with the privacy and security of encrypted tunnels.

    The ANIRA Service Guide consists of the following parts:

    ; Service Description (SD)

    ; Service Level Agreements (SLA)

    ; Pricing (P)

    ; Country-Specific Provisions (CSP)

    In addition, specified portions of the General Provisions apply.

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.

    It is AT&T‟s policy to continually improve its products and services, and AT&T may from time to time change the Service as provided to the Customer under this Service Guide.

    This Service Guide describes the features and components of the Service, and contains information relating to how the Service is provisioned and activated.

    Thank you for taking the time to review your ANIRA Service Guide. If you have any additional questions after reading the guide, please contact your AT&T Sales Representative.

Copyright ? 2010 AT&T. All rights reserved. anira_sg.doc as2142

    Updated October 11, 2010 Page 1

    Service Guide

    AT&T Network-Based IP VPN Remote Access

    TABLE OF CONTENTS

    Service Description (SD) ................................................................................................................... 8 1. General ..................................................................................................................................................... 8 1.1. Geographic Availability ....................................................................................................................... 8 1.2. Billing ................................................................................................................................................. 9 1.2.1. Currency Conversion Methods for Service Invoicing ...................................................................... 9 1.3. Service Activation Date ..................................................................................................................... 10 1.4. Termination Orders ........................................................................................................................... 10 2. Service Components .............................................................................................................................. 10 2.1. Private Network Connection .............................................................................................................. 11 2.2. AT&T Global Network Client Software ............................................................................................... 11 2.2.1. User IDs for the Client ................................................................................................................. 12 2.2.2. Account User ID Plan Options ..................................................................................................... 12 2.2.3. Secure Sockets Layer Transparent Tunneling.............................................................................. 13 2.2.4. Dial Remote Access via Internet Protocol Security Tunneling ....................................................... 13 2.2.5. Dial Remote Access via Layer 2 Tunneling Protocol .................................................................... 13 2.2.6. Alternate Internet Access & Virtual Private Network Management Fee.......................................... 14 2.2.7. Multi User Remote Access Small Office/Home Office Feature ...................................................... 14 2.3. AT&T Customer Premises Equipment ............................................................................................... 14 2.3.1. Components for Small Office/Home Office Configuration ............................................................. 15 2.3.2. Methods of Access ..................................................................................................................... 16 2.4. Access ............................................................................................................................................. 16 2.4.1. AT&T Provided Managed Broadband Access for Single Users of the Service ............................... 16

    2.4.1.1. Customer Responsibilities for AT&T Managed Broadband Access for Single Users of the Service .............. 17

    2.4.1.2. AT&T Managed Broadband in Most of World for Single Users of the Service ................................................ 18 2.4.2. AT&T Managed Broadband Access for Multi Users of the Service ................................................ 18

    2.4.2.1. Customer Responsibilities for Multi Users of the Service ................................................................................. 19

    2.4.2.2. AT&T Managed Broadband in Most of World for Multi Users of the Service ................................................... 20 2.4.3. 3G-Wireless Access Service Requirements for SOHO Device ...................................................... 20 2.4.4. Alternate Internet Service Providers ............................................................................................ 20 2.4.5. Customer Contractual Responsibilities for Alternate Internet Service Provider .............................. 21 2.5. Backup Options ................................................................................................................................ 21 2.5.1. Alternate Internet Service Provider .............................................................................................. 22 2.6. Service Monitoring/Alert Notification .................................................................................................. 22 2.6.1. Service Alert Notifications ........................................................................................................... 22 2.6.2. Service Monitoring Options ......................................................................................................... 23 3. Additional Service Features included in Monthly Recurring Charges ................................................... 23 3.1. Customer Point of Contact ................................................................................................................ 23 3.1.1. Remote Access End User Support .............................................................................................. 23 3.1.2. Small Office/Home Office Support ............................................................................................... 24 3.2. User Authentication Options.............................................................................................................. 24 3.3. Internet Protocol Addressing ............................................................................................................. 25 3.4. Small Office/Home Office Routing Protocol ........................................................................................ 25 3.5. Multiple Virtual Private Networks per Single Account Code ................................................................ 25 3.6. Access Control Lists ......................................................................................................................... 25 3.7. Dual Access ..................................................................................................................................... 26 4. Remote Access Options ......................................................................................................................... 26 4.1. Traveling User Support (i.e., Global Roaming) ................................................................................... 26 4.1.1. Restrictions on Usage ................................................................................................................. 27 4.2. Toll-Free Access .............................................................................................................................. 28

    Copyright ? 2010 AT&T. All rights reserved. anira_sg.doc as2142

    Updated October 11, 2010 Page 2

    Service Guide

    AT&T Network-Based IP VPN Remote Access

     4.3. AT&T Extended Access Feature, Wi-Fi Access Feature, and Wired Ethernet Feature ......................... 28

    4.3.1. Extended Access and Connectivity Description ............................................................................ 28

    4.3.2. AT&T Extended Access Feature ................................................................................................. 30

    4.3.3. AT&T Wi-Fi Feature .................................................................................................................... 30

    4.3.3.1. AT&T Wi-Fi Combination Plans ......................................................................................................................... 31

    4.3.4. AT&T Wired Ethernet Feature ..................................................................................................... 34

    4.3.5. Wireless Access Feature ............................................................................................................ 34 5. Service Level Management..................................................................................................................... 36 5.1. Remote Access Reports for the AT&T Global Network Client Users ................................................... 36 6. Self-Service Tools for the Customer Point of Contact ........................................................................... 37 6.1. Direct Registration Facility ................................................................................................................ 37 6.2. Billing Data on the Web .................................................................................................................... 38 6.3. Administration Tools for Service Manager ......................................................................................... 38 7. Customer Care and Maintenance ........................................................................................................... 38 7.1. General Maintenance ....................................................................................................................... 39 Service Level Agreements (SLAs) .................................................................................................. 39 1. General ANIRA SLA Terms ..................................................................................................................... 39 2. Service Level Agreements ...................................................................................................................... 39 2.1. Service Level Agreements for Small Office/Home Office (SoHo) ........................................................ 40

    2.1.1. Small Office/Home Office Device Availability at the Site ............................................................... 40

    2.1.2. Virtual Interface Gateway and Private Network Connection Availability ......................................... 40

    2.1.3. Small Office/Home Office Device and Broadband Access Service Availability ............................... 40

    2.1.4. Small Office/Home Office SLA Claims Process ............................................................................ 41 2.2. Service Level Agreement for the Client Network Accessibility ............................................................. 41

    2.2.1. Client Dial Network Accessibility - List of Country Tiers ................................................................ 42

    2.2.2. Client Dial Network Accessibility - Measurements ........................................................................ 43

    2.2.3. Client Dial Network Accessibility - SLA Credit Calculations ........................................................... 43 2.3. SLA Exclusions and Limitations ........................................................................................................ 44 Pricing (P) ........................................................................................................................................ 45 1. Charge Types.......................................................................................................................................... 46 2. Charges .................................................................................................................................................. 46 2.1. Remote Access and Basic Charges .................................................................................................. 47

    2.1.1. Countries in USD Currency ......................................................................................................... 47

    2.1.2. Countries in EUR Currency ......................................................................................................... 49

    2.1.3. Countries in Other Currencies ..................................................................................................... 50

    2.1.4. Remote Access Table Notes ....................................................................................................... 52 2.2. Extended Access Charges (Hourly Charge per User ID) .................................................................... 52

    2.2.1. Countries in USD and EUR Currencies ........................................................................................ 52

    2.2.2. Countries in Other Currencies ..................................................................................................... 53

    2.2.3. Extended Access Table Notes..................................................................................................... 54 2.3. Wi-Fi Access Usage Based Charges (Hourly Charge) ........................................................................