ATT_High_Speed_Internet_-_Enterprise_(HSIA-E)_(fka_ATT_Business_DSL_Internet_Service_(DSL)).docx.pdf

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.

© 2023 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 January 27, 2023

AT&T Business Service Guide AT&T High Speed Internet - Enterprise (HSIA-E) (fka AT&T Business DSL Internet Service (DSL))

Table of Contents

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service (DSL))

Service Description

SD-1. General

SD-1.1. HSIA-E Service Types

SD-2. Geographic Availability

SD-2.1. Service Availability Information

SD-3. HSIA-E Service Component

SD-4. HSIA-E Service Plans

SD-5. Customer Premise Equipment (CPE)

SD-5.1. Equipment Requirements

SD-6. Optional Feature

SD-7. Helpdesk Support

SD-8. Network Practices

SD-9. Privacy Policy

SD-10. Service Delivery

SD-10.1. Professional Installation – All Services

SD-10.2. Inside Wiring

SD-10.2.1. Standard Inside Wiring (Non-Billable) – All Services

SD-10.2.2. Inside Wiring – Out of Scope Conditions

SD-10.2.3. Closing Orders With Outstanding Inside Wiring Issues – All Service Types

SD-10.3. Installation Due Date

SD-10.4. Dispatch Arrival Windows

SD-11. Billing

SD-11.1. Service Activation Date

SD-11.1.1. ADSL Service (Single IP Service)

SD-11.1.2. Broadband Service, Broadband II Service, and ADSL Service (Multiple IP Service)

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AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

SD-11.2. Billing – Additional Charges and Fees

SD-11.2.1. Field Technical Dispatch Charge (FTD)

SD-11.2.2. Missed Appointment Fee

SD-11.2.3. Minimum Payment Period — Disconnects

SD-12. Disconnect Orders

SD-13. Customer Requirements

SD-14. Customer Acknowledgements for Use of the Service

Service Level Agreements

SLA-1. General

Pricing

P-1. Satisfaction Guarantee

P-2. HSIA-E Pricing

P-2.1. Rate Table HSIA-E-BB-MRC: Broadband Service Monthly Charges

P-2.2. Rate Table HSIA-E-BBII-MRC: Broadband II Service Monthly Charges

P-2.3. Rate Table HSIA-E-ADSLIR-MRC: ADSL In-Region (IR) Service Monthly Charges

P-2.4. Rate Table HSIA-E-ADSLIRD-MRC: ADSL In-Region (IR) Direct Service Monthly Charges

P-2.5. Rate Table HSIA-E-BBEF-MRC: Broadband/Broadband II Equipment Fee Monthly Charges

P-2.6. Rate Table HSIA-E-ADDIP-MRC: Broadband/Broadband II Additional IP Block Monthly Charges

P-2.7. Rate Table HSIA-E-IB-MRC HSIA-E Internet Backup Monthly Charges

P-2.8. Rate Table HSIA-E-NRC: HSIA-E Non-Recurring Charges

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T

Business DSL Internet Service (DSL))

Section Effective Date: 01-Jan-2018

AT&T High Speed Internet - Enterprise (HSIA-E) is a service that provides connectivity to the Internet, using various technology options including copper, conditioned copper and fiber.

The HSIA-E Service Guide consists of the following Parts:

Service Description (SD)

Service Level Agreements (SLA)

Pricing (P)

In addition, specified portions of the General Provisions apply.

Cross References

Service Description

Service Level Agreements

Pricing

Service Description

SD-1. General

Section Effective Date: 01-Jan-2018

HSIA-E Service is a connection to the Internet. The HSIA-E connection traverses the facilities owned by AT&T in certain geographic areas or the access network of the local AT&T supplier.

SD-1.1. HSIA-E Service Types

The types of HSIA-E service that AT&T offers are:

Section Effective Date: 08-Apr-2022

Broadband II, which offers both symmetric and asymmetric speed options of 25Mbps/5Mbps through 5Gbps/5Gbps over fiber. This service is available in pre-wired fiber ready buildings and over the gigabit passive optical network (GPON). Broadband II service is not distance sensitive.

Broadband, which utilizes ADSL2+ and vDSL technologies, is an asymmetric data service to the Customer's premises provided over available facilities at the location, either conditioned copper pair, a combination of conditioned copper and fiber, or all fiber. The availability of these speeds depends upon the distance from the Central Office or remote terminal.

ADSL, which is asymmetric data service to the Customer’s premises provisioned over a copper pair. The Customer eligibility for these bandwidths depends upon the distance the user is from the Central Office. ADSL is offered in two ways:

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AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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 o ADSL Line-share service is provided over a voice POTS telephone line at the Customer’s premises.

o ADSL Direct service (commonly known as dry loop or dedicated ADSL) is provided over a dedicated copper pair without any voice POTS telephone line to the Customer’s premises. In lieu of a POTS number, a Fictitious Telephone Number (FTN) is assigned to the HSIA-E circuit. This service is only available using AT&T owned facilities in a specific geographic footprint (see section 1.2 for Geographic Availability).

SD-2. Geographic Availability

Section Effective Date: 07-Apr-2022

HSIA-E is available only in locations throughout the United States and is defined as follows:

In-Region: refers to HSIA-E provided on AT&T owned facilities within a twenty-one (21) state footprint listed below. Broadband, Broadband II, and ADSL (both Line-share and Direct) are available in-region.

o Broadband and Broadband II service can be ordered in the following twenty-one (21) states (AL, AR, CA, FL, GA, IL, IN, KS, KY, LA, MI, MO, MS, NC, NV, OH, OK, SC, TN, TX, and WI), subject to availability.

o ADSL Service (Line-share and Direct) (Grandfathered)* can be ordered in the following twelve (12) states (AR, CA, IL, IN, KS, MI, MO, NV, OH, OK, TX, and WI), subject to availability.

*ADSL is grandfathered effective October 1, 2020. New and change orders will not be accepted after this date.

Cross References

SD-4. HSIA-E Service Plans

SD-2.1. Service Availability Information

Section Effective Date: 12-Apr-2019

Service availability depends on site address. Customer is required to check availability of specific sites for all HSIA-E types.

AT&T will provide service availability information to the Customer, as a convenience to the Customer in determining the possible availability of the service at specific locatio ns. Service availability depends on site address and is subject to change. AT&T will exercise good faith to provide accurate and timely service availability information; however, service availability information is not guaranteed to be complete, accurate or up to date, and AT&T has no obligation to update or verify any service availability information provided to the Customer.

SD-3. HSIA-E Service Component

HSIA-E Service is composed of an internet access line (the “Service Component”) and Customer Premise Equipment (CPE) only. HSIA-E Service does not include proactive monitoring security features or any other enhancements. The HSIA-E Service does include

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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 standard maintenance from 12:00 A.M. to 6 A.M., local time, seven days a week without requirement of any additional notice to Customer. AT&T will attempt to use this window of time to provide maintenance when possible, however, AT&T reserves the right to perform service or network maintenance as needed outside this window, in which case AT&T will make a reasonable effort to notify the Customer if feasible under the circumstances.

SD-4. HSIA-E Service Plans

HSIA-E is available with varying options as described in the Service Plan Table below.

HSIA-E SERVICE PLANS*

Service Features and Speeds -- below quotes represent maximum download and upload speeds

Single IP**

Multiple IP**

Five IPs are provided as default

Notes

Dynamic

Static Dynamic Static

Broadband Service

Up to 768 Kbps / Up to 384 Kbps

Yes No No No

Up to 1.5 Mbps / Up to 384 Kbps - 1 Mbps

Yes No No Yes

Up to 3.0 Mbps / Up to 512 Kbps - 1 Mbps

Yes No No Yes

Up to 6.0 Mbps / Up to 768 Kbps - 1 Mbps

Yes No No Yes

Up to 12.0 Mbps / Up to 1 Mbps

Yes No No Yes

Up to 18.0 Mbps / Up to

1.5 Mbps

Yes No No Yes

Up to 24.0 Mbps / Up to 3 Mbps

Yes No No Yes

Up to 45.0 Mbps / Up to

6.0 Mbps

Yes No No Yes

Up to 75.0 Mbps / Up to

8.0 Mbps

Yes No No Yes

Broadband II - In-Region

25 Mbps / 5 Mbps Yes No No Yes

25 Mbps / 25 Mbps Yes No No Yes

50 Mbps / 10 Mbps Yes No No Yes

50 Mbps / 50 Mbps Yes No No Yes

100 Mbps / 20 Mbps Yes No No Yes

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

HSIA-E SERVICE PLANS*

Service Features and Speeds -- below quotes represent maximum download and upload speeds

Single IP**

Multiple IP**

Five IPs are provided as default

Notes

Dynamic

Static Dynamic Static

100 Mbps / 100 Mbps Yes No No Yes

200 Mbps / 40 Mbps Yes No No Yes

200 Mbps / 200 Mbps Yes No No Yes

300 Mbps / 75 Mbps Yes No No Yes

300 Mbps / 300 Mbps Yes No No Yes

500 Mbps / 100 Mbps Yes No No Yes

500 Mbps / 500 Mbps Yes No No Yes

1 Gbps / 200 Mbps Yes No No Yes

1 Gbps / 1 Gbps Yes No No Yes

2 Gbps / 2 Gbps Yes No No Yes

5 Gbps / 5 Gbps Yes No No Yes

ADSL In-Region (Line-Share and Direct Services)

Up to 768 Kbps / Up to 384 Kbps

Yes No No No <GR1>

Up to 1.5 Mbps / Up to 384 Kbps

Yes Yes No Yes <GR1>

Up to 3.0 Mbps / Up to 512 Kbps

Yes No No Yes <GR1>

Up to 6.0 Mbps / Up to 768 Kbps

Yes No No Yes <GR1>

Notes

<*> Service not available in all Central Offices.

<**> IP addresses are allocated by AT&T to Customer pursuant to the American Registry for Internet Numbers (ARIN) as set forth in Requests for Comments (RFC) 2050. IP blocks of 13 or 29 can be ordered for an additional charge.

<GR1> This service is grandfathered effective October 1, 2020. New and change orders will not be accepted after this date.

SD-5. Customer Premise Equipment (CPE)

Broadband and Broadband II Equipment Fee

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

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AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T

The Broadband and Broadband II Equipment Fee will apply to new Broadband and Broadband II service orders. AT&T will own the CPE and replace the CPE if necessary.

The Customer will pay a monthly recurring Equipment Fee, as set forth in the Customer’s Service Agreement or this Service Guide. The Broadband Equipment Fee replaces the prior purchase Equipment option for Broadband service which was previously available for orders placed with a Business DSL Internet Service Agreement. If Customer has pre-existing purchased Broadband Equipment, the Equipment Fee does not apply until such time that the pre-existing purchased Equipment is beyond the one (1) year warranty period and requires replacement. Upon Equipment replacement, Customer agrees to pay a monthly Equipment Fee for Broadband Equipment as part of the continued use of the Broadband Service.

The Broadband CPE provided to the Customer under the Equipment Fee does not need to be returned to AT&T when service is disconnected. There is no penalty or charge to the Customer if the CPE is not returned. If Customer chooses to return the CPE, it may be brought to The UPS Store or it can be dropped off at any other location that offers UPS pickup. For information on UPS drop-off locations, call 800-789-4623 or go to https://www.ups.com/dropoff and enter your zip code under "Find A LOCATION". Then select "See all Options and Location Type". The Customer will need to bring the Equipment along with the site specific BAN (Provider account identifier) to UPS. Please be aware that UPS will not be able to process the return without the BAN associated with the site being disconnected. If unsure of the BAN, the Customer may call Enterprise HSIA-E Care at 877- 937-5288 to request this information, prior to going to The UPS Store.

Purchased Equipment (Applicable to Broadband service orders submitted on the Business DSL Ordering Platform, retired in June 2018, and to all ADSL and SDSL service orders regardless of ordering platform)

For Customers who own the Customer Premise Equipment which is purchased from AT&T under a one-time purchase charge, as set forth in the Customer's Service Agreement, AT&T will provide a one-year warranty on Purchased CPE. Customer is responsible for any configuration changes. The Business DSL Ordering Platform was retired in 2Q2018. The Purchased Equipment option for Broadband Service is no longer available. When the Purchased Equipment is out of warranty and needs to be replaced, Customer agrees to pay a monthly Equipment Fee for Broadband Equipment as part of the continued use of the Broadband Service. The Equipment does not need to be returned. The Purchased Equipment feature will continue to be available for ADSL services.

Managed CPE Option - Grandfathered

NOTE: The Managed CPE Option is grandfathered as of February 22, 2014. Installed HSIA-E circuits with the managed CPE option that were ordered prior to February 22, 2014, will continue to be supported, but no new orders will be accepted after this date.

Under the Managed CPE Option, AT&T owns the CPE and Customer pays a monthly recurring charge, as set forth in the Customer’s Service Agreement. AT&T is responsible for all configuration changes. The Equipment does not need to be returned.

Broadband Customers with Grandfathered Managed CPE

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AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

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Broadband Customers with grandfathered Managed CPE that require replacement of Equipment will transition to the monthly recurring Broadband Equipment Fee at rates as set forth in the Service Agreement and/or Service Guide.

Customer Remote Access Capability

Customer remote access capability is not available for AT&T provided CPE.

SD-5.1. Equipment Requirements

EQUIPMENT REQUIREMENTS

Type of HSIA-E CPE

Broadband Service Pace 5268

Arris BGW210

Arris BGW320

Arris NVG599

Broadband II Service Arris BGW210

Arris BGW320

Arris NVG599

ADSL - In Region Service, (Line-Share or Direct)

Single IP: Motorola 3360

Multiple IP: Pace 4111N, Netgear 7550

Notes:

* CPE models are provided as a guideline but are not guaranteed.

Comparable models may be substituted at AT&T's discretion.

SD-6. Optional Feature

AT&T Internet Backup Service

Section Effective Date: 18-Sep-2020

AT&T Internet Backup is an optional add-on feature to HSIA-E service that offers enhanced reliability and service continuity in the event of a Service disruption. In the unlikely event that the wired internet connectivity goes down for any reason, this Service will provide automatic failover to connect to the internet via AT&T wireless network, allowing Customer to remain connected 24 X 7. No additional charges for wireless data usage during a Service disruption will apply.

The DataRemote LTE router includes 12 - 24 hours of battery backup in case of an AC power outage. Once the HSIA-E connection is restored, service automatically reverts to normal operation.

Any devices connected to the DataRemote will support up to 1G speed.

In the event of an AC outage, AC powered devices connected to the DataRemote will require their own Customer provided universal power supply.

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

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AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T

AT&T Internet Backup is billed on a separate invoice from the HSIA-E service. AT&T Internet Backup is self-installed; a kit with AT&T Equipment and related instructions will be shipped to the Customer. Customer agrees to pay the fees for AT&T Internet Backup, including any applicable taxes.

In the event Customer elects to cancel the AT&T Internet Backup, Customer should contact the designated help desk, and a return label will be provided by AT&T for the return of the AT&T Equipment. In the event the AT&T Equipment is not received by AT&T within 45 days of the date of cancellation, Customer will pay for the cost of the unreturned AT&T Equipment.

AT&T Internet Backup can only be used at the business internet service address where ordered and is designed to be activated and used in a failover situation only. There are no term and no data use charges. Customer will be subject to availability and bandwidth constraints which may vary by location and will be bound by AT&T Wireless Terms of Use which can be found on www.att.com.

SD-7. Helpdesk Support

Customers must contact AT&T HSIA-E Customer Care for order inquiry or to report a trouble with an AT&T HSIA-E circuit. Support for order inquires is available Monday through Friday, 9am - 8pm EST. Trouble ticket reporting is available 24 hours/7 days/week. The HSIA-E Care team provides support for access circuit provisioning, acceptance testing, trouble ticket resolution, and fault isolation through to the AT&T provided CPE. The service demarcation point of HSIA-E is the Ethernet port of the CPE, excluding inside wiring.

The AT&T HSIA-E Customer Care center will only support and accept calls from AT&T's Customer or the Customer identified Point of Contact (“CPOC”) and will not accept calls, provide trouble assistance, or interface in any manner with parties other than Customer. All communications with Customer will be in the English language. AT&T HSIA-E Customer Care can be reached at 877-937-5288 or 877-XDSL-ATT. Government customers need to call our US based HSIA-E Customer Care Center at 1-888-337-9438.

SD-8. Network Practices

AT&T engineers its connectivity to the Internet to provide a high-quality Internet experience for its customers. AT&T does not favor certain Internet applications by blocking, throttling or modifying particular protocols, protocol ports, or protocol fields in ways not prescribed by the protocol standards. However, AT&T proactively monitors its network to guard against a wide range of security threats, including viruses, botnets, worms, SPAM, distributed denial of service attacks, ransomware and other malicious or harmful activity. In the event AT&T detects a security threat, it will typically attempt to isolate that threat and prevent it from spreading across its network or to other networks. We may use a variety of security measures to prevent the spread of a threat, which may include temporarily limiting the flow of traffic over some portions of its network, closing access ports or taking other actions to address the threat. AT&T attempts to limit those actions to the specific portions of its network or customer base impacted by the security threat and for only as long as necessary to mitigate the threat.

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AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

SD-9. Privacy Policy

Section Effective Date: 17-Nov-2011

AT&T maintains a comprehensive Privacy Policy that applies to all uses of AT&T's products and services, as well as the use of its website. This Privacy Policy identifies and describes the way AT&T uses and protects the information its collects about customers and users. AT&T’s Privacy Policy is available at att.com/privacy.

SD-10. Service Delivery

SD-10.1. Professional Installation – All Services

Broadband, Broadband II, and Multiple IP ADSL service require a professional installation of CPE. Professional installation includes the delivery of the AT&T CPE along with any filters, splitters, jacks or basic wiring needed. Such installation services shall include: (a) the installation of the splitter (if needed) on the Customer’s side of the network interface device, (b) the installation of wiring, if necessary, between the splitter and one jack, (c) the connection and/or installation of one computer to the modem or router, and (d) confirmation that the Customer’s computer can successfully access the Internet via the Service. Depending on location, installation may require two technician visits, to perform outside facility work and inside equipment installation.

The technician will perform CPE configuration and a line test. Note: CPE is installed with a standard default configuration with:

WI-FI Enabled/ON

Dynamic IP service is configured with a private Network Address Translation (NAT) IP address

Static IP service is configured with Public IP addresses

AT&T required security settings (reference / link to SD-13)

IP Pass through Disabled/OFF (for Broadband or Broadband II service) and Bridge Mode Disabled/OFF (for ADSL In-Region services)

The Site contact/end-user should notify the installation technician upon arrival of any deviations to the standard default CPE configuration desired as well as the installation location of the CPE.

Professional Installation is provided at no additional charge for Multiple IP ADSL and Broadband services. Broadband II service will incur a charge for professional installation.

SD-10.2. Inside Wiring

SD-10.2.1. Standard Inside Wiring (Non-Billable) – All Services

Standard Inside Wiring is provided with a Professional installation and includes:

Positive identification of a new circuit delivered to the end user’s phone box or Network Interface Device (NID).

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

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AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T

Toning, tracing and providing cross connects on existing inside wiring between the new circuit at the NID and the end user designated jack location.

Wiring of the existing or new jack for the CPE, where existing pairs are available, and the quality of the wiring is sufficient to support service.

o Note: If the use of an existing jack is desired, any existing services using that jack will be rendered out-of-service as a result of the new service installation.

SD-10.2.2. Inside Wiring – Out of Scope Conditions

During the installation, it is possible that the technician will encounter conditions that are beyond what is covered by Standard Inside Wiring. In these instances, it is the Customer’s responsibility to install Inside Wire, at Customer’s expense, up to the AT&T demarcation point (DMARC). This will require the installation appointment to be rescheduled or the order to be cancelled. Examples of situations that may trigger the need for additional inside wire or facility work include:

For Broadband II service:

The distance between the router in the Customer suite and the AT&T network equipment in the building’s telephone equipment room is greater than 500 feet or 5 stories. Please note that AT&T’s prequalification tool may indicate that AT&T can provide the necessary wiring for the order but after the technician arrives, it may be determined that the technician cannot perform the wiring.

For All Services:

Building walls or floors that need to be drilled through

Cable runs that are unreachable with a 10 foot ladder

The need to remove and replace interlocking ceiling tiles

Building fire stops that must be removed and reinstalled

Presence of hazardous materials or hazardous conditions

Inaccessible/locked areas of the building where the technician needs access

Landlord refusal of AT&T placing cable in the building

Absence of conduit (a tube for protecting wiring), crushed or blocked conduit, no pull string in empty conduit (pull string AND inner duct in conduit with existing cabling are required).

This can also occur from the curb to the building (known as “buried wire” service)

If a buried wire situation is found, the technician may place a temporary drop to complete the install. The interval to complete this work may vary by region.

If obstructions from the Right of Way/Easement to the demarcation point are found, the customer must provide a means to reach the demarcation point. In addition, the property owner’s permission must be obtained for work to be done

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

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AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T

Any other condition that impedes running cable from the install location to the AT&T

DMARC.

SD-10.2.3. Closing Orders With Outstanding Inside Wiring Issues – All Service Types

Section Effective Date: 01-Oct-2017

If during an installation appointment, an Inside Wire issue is identified that prevents the technician from completing the installation, a Customer may decide to contract on its own with a third party to complete the Inside Wiring. The order will be put on hold by the technician until the Inside Wire is completed. The technician will not install the service at the DMARC/NID, will not leave the CPE at the site, and the order may need to be cancelled. See the Installation Due Date section for guidelines.

Cross References

SD-10.3. Installation Due Date

SD-10.3. Installation Due Date

Section Effective Date: 25-Mar-2016

Customer is required to be ready to accept service (including having all necessary preparation work completed) by the date on which installation is scheduled to occur (Installation Due Date).

If the customer is not ready on the Installation Due Date, the Customer can request to move the Installation Due Date one time. The new Installation Due Date must be within fourteen (14) days of the initial Installation Due Date. If the Customer requires the Installation Due Date to be postponed more than one time, AT&T reserves the right to cancel the Service order at no charge to the Customer. The Customer can re-order Service at any time.

SD-10.4. Dispatch Arrival Windows

Section Effective Date: 01-Oct-2017

Technician arrival windows are automatically assigned based on regional/geographical locations, available resources and estimated time and material requirements. If necessary, the Customer may request an alternate arrival window if one is available. Arrival window timeframes cannot be modified. There are seven possible windows an order will conform to:

9 AM to 11 AM

11 AM to 1 PM

1 PM to 3PM

8 AM to 12 PM

12 PM to 4 PM

8 AM to 4 PM

8 AM to 8 PM

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

SD-11. Billing

SD-11.1. Service Activation Date

Billing for the HSIA-E service component will begin on the Service Activation Date, as specified below, for the specific HSIA-E service type.

SD-11.1.1. ADSL Service (Single IP Service)

The Service Activation Date for ADSL Service is the date on which the CPE provided or sold by AT&T is installed and operational at the Customer’s locations.

SD-11.1.2. Broadband Service, Broadband II Service, and ADSL Service (Multiple IP Service)

Section Effective Date: 12-Apr-2019

The Service Activation Date for Broadband service, Broadband II service, and ADSL In-Region Static Multiple IP service is the date (i) CPE is installed and tested at the Customer’s locations, and (ii) IP connectivity to the Internet (including routing outside the HSIA-E network) has been established and confirmed.

SD-11.2. Billing – Additional Charges and Fees

SD-11.2.1. Field Technical Dispatch Charge (FTD)

Section Effective Date: 01-Jan-2018

The FTD set forth in Customer’s Service Agreement is incurred for each dispatch of a field service technician (FST). The FTD will not apply if a technician is dispatched and the issue is determined by AT&T to be with the AT&T service, with an “in-warranty” purchased CPE, or with CPE provided under the Broadband or Broadband II Equipment fee. If the issues is determined to be a customer issue, and not caused by the AT&T service or AT&T provided CPE, the dispatch charge will apply. This fee does not apply to the initial installation visit.

SD-11.2.2. Missed Appointment Fee

Section Effective Date: 17-Nov-2011

Customer or its authorized representative must be present at the Customer location for the scheduled appointment date to grant the FST access or to accept delivery of the CPE. If no one is present, the FST will attempt to contact AT&T and the Customer by phone for up to 15 minutes.

Re-scheduling such missed appointment will incur a Missed Appointment Fee as provided for in Customer’s Service Agreement.

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

SD-11.2.3. Minimum Payment Period — Disconnects

In the event Customer terminates the Service before the minimum payment period requirement, then Customer shall pay the early termination charges in accordance with the Customer’s Service Agreement.

SD-12. Disconnect Orders

Section Effective Date: 23-May-2018

To disconnect a HSIA-E service component, Customer must submit a disconnect order in writing using AT&T’s online form at www.att.com/disconnectdesk. Upon receipt, Customer will be contacted electronically and will be requested to respond with an electronic authorization to disconnect. Recurring charges continue to apply for a period of 30 days from the date AT&T receives the disconnect request or until the requested disconnect date, as specified in the disconnect order, whichever is later.

SD-13. Customer Requirements

Customer shall be fully responsible for providing to AT&T at Customer’s own expense and in a timely manner the following:

All security for its services and systems used or accessible in connection with HSIA-E.

Designating a Customer Point of Contact (CPOC) to be the interface with AT&T Customer Care Support Center.

An equipment room environmentally compliant with local laws and other environmental conditions as specified by AT&T; reasonable access to the Equipment at times specified by AT&T; adequate work space, heating/cooling, light, ventilation, and electrical o utlets.

Customer shall also arrange to provide timely access to any rights of way, which AT&T deems necessary to provide, maintain or remove the facilities required for any of the Services on all applicable premises without charge or cost to AT&T.

SD-14. Customer Acknowledgements for Use of the Service

Customer acknowledges and understands that multiple Internet connections, unless protected by an Internet security product or service, may significantly decrease Customers overall network security level. To the extent Customer deems necessary, Customer will implement security procedures and controls necessary to limit access to the Service and Customer will maintain facilities and procedures external to the Service for reconstruction of lost or altered files, data or programs.

Note: AT&T strongly recommends that the default security and firewall settings remain intact on the AT&T HSIA-E CPE. Deviation from these settings can impact customer performance and security and the AT&T network. Customer assumes the risk related to any Customer modifications to the default firewall settings.

DocuSign Envelope ID: 9F8A73BE-8EF6-4561-A92F-65C2A0B7893F http://www.att.com/disconnectdesk

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

Customer understands that AT&T will make commercially reasonable efforts to provision HSIA- E. However, provisioning of Service is contingent upon the availability of local access to Customer’s location. If local access facilities are not available to AT&T, then Service will not be provisioned.

Customer understands that the actual bandwidth delivered is not determined until the time of service installation. The actual bandwidth may be different than the estimated bandwidth provided to Customer by AT&T at the time of ordering the service. The speeds quoted are maximum upload and download speeds and may vary during the Service Period.

Customer understands that even after the HSIA-E circuit is provisioned and operational, certain conditions may impact the quality and use of the line. Service and speed may be impacted if it is determined that the loop length exceeds the required distance from the Central Office or terminating equipment to support the desired bandwidth. In addition, environmental issues such as quality of the local access connection, interference from other services at the site, or high frequency sources conflicting with the transmission may deteriorate the quality or speed of the HSIA-E circuit resulting in reduced throughput. AT&T will undertake reasonable effort to restore the original quality or speed, but restoration is not guaranteed and the line may be deemed technically not feasible. If the HSIA-E circuit is deemed technically not feasible, the customer will be asked to disconnect the circuit at no cost or without penalty. If the customer chooses to continue to use the circuit, after it is deemed technically not feasible, Customer understands that the line will not be supported by AT&T from a maintenance perspective.

Customer acknowledges that in the event of a trouble, Customer is responsible for on-site cooperative testing with AT&T HSIA-E Customer Care to assist in the diagnosis of the trouble.

Service Level Agreements

SLA-1. General

No Service Level Agreements apply to the Service.

Pricing

P-1. Satisfaction Guarantee

Section Effective Date: 22-Feb-2021

Section Effective Date: 22-Feb-2021

AT&T offers a 30 day satisfaction guarantee on all HSIA-E circuits ordered. Customer may cancel or disconnect a Service Component within 30 days of a Service Activation Date without payment of Termination Charge or Cancellation Fee.

P-2. HSIA-E Pricing

HSIA-E rates and charges are as specified in Customer’s Service Agreement. If the rate for a service type or speed is not listed in the Customer's Service Agreement, the rate below will apply. The rates are effective February 10, 2017.

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

P-2.1. Rate Table HSIA-E-BB-MRC: Broadband Service Monthly Charges

Rate Table HSIA-E-BB-MRC: Broadband Service*† Monthly Charges

Speed

Dynamic IP Monthly Recurring Charge

Static IP Monthly Recurring Charge

Up to 768K/Up to 384K

$45.00 $0.00

Up to 1.5M/Up to 384K-1M

$50.00 $65.00

Up to 3M/Up to 512K- 1M

$55.00 $70.00

Up to 6M/Up to 768K- 1M

$65.00 $80.00

Up to 12M/Up to 1M $70.00 $85.00

Up to 18M/Up to 1.5M $100.00 $115.00

Up to 24M/Up to 3M $110.00 $125.00

Up to 45M/Up to 6M $120.00 $135.00

Up to 75M/Up to 8M $160.00 $175.00

Notes:

* Actual bandwidth may vary by bandwidth ordered.

† Dynamic Service includes 1 IP Address. Static Service includes 5 IP addresses, except where noted.

P-2.2. Rate Table HSIA-E-BBII-MRC: Broadband II Service Monthly Charges

Rate Table HSIA-E-BBII-MRC: Broadband II Service† Monthly Charges

Dynamic IP Monthly Recurring Charges

Static IP Monthly Recurring Charges

25M/5M $110.00 $125.00

25M/25M $120.00 $135.00

50M/10M $120.00 $135.00

50M/50M $200.00 $215.00

100M/20M $170.00 $185.00

100M/100M $300.00 $315.00

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

Rate Table HSIA-E-BBII-MRC: Broadband II Service† Monthly Charges

Dynamic IP Monthly Recurring Charges

Static IP Monthly Recurring Charges

200M/40M $250.00 $265.00

200M/200M $400.00 $415.00

300M/75M $350.00 $365.00

300M/300M $500.00 $515.00

500M/100M $450.00 $465.00

500M/500M $600.00 $615.00

1G/200M $600.00 $615.00

1G/1G $750.00 $765.00

2G/2G $850.00 $865.00

5G/5G $950.00 $965.00

Notes:

† Dynamic Service includes 1 IP Address. Static Service includes 5 IP addresses, except where noted.

P-2.3. Rate Table HSIA-E-ADSLIR-MRC: ADSL In-Region (IR) Service Monthly Charges

Rate Table HSIA-E-ADSLIR-MRC: ADSL In-Region (IR) Service*† Monthly Charges

Dynamic IP Monthly Recurring Charge

Static IP Monthly Recurring Charge

Up to 768K/Up to 384K $35.00 $0.00

Up to 1.5M/Up to 384K Single Static

$0.00 $50.00

Up to 1.5M/Up to 384K $40.00 $55.00

Up to 3M/Up to 512K $45.00 $60.00

Up to 6M/Up to 768K $55.00 $70.00

Notes:

* Actual bandwidth may vary by bandwidth ordered.

† Dynamic Service includes 1 IP Address. Static Service includes 5 IP addresses, except where noted.

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

P-2.4. Rate Table HSIA-E-ADSLIRD-MRC: ADSL In-Region (IR) Direct Service Monthly Charges

Rate Table HSIA-E-ADSLIRD-MRC: ADSL In-Region (IR) Direct Service*† Monthly Charges

Dynamic IP Monthly Recurring Charge

Static IP Monthly Recurring Charge

Up to 768K/Up to 384K - Direct $45.00 $0.00

Up to 1.5M/Up to 384K Single Static - Direct

$0.00 $60.00

Up to 1.5M/Up to 384K - Direct $50.00 $65.00

Up to 3M/Up to 512K - Direct $55.00 $70.00

Up to 6M/Up to 768K - Direct $65.00 $80.00

Notes:

* Actual bandwidth may vary by bandwidth ordered.

† Dynamic Service includes 1 IP Address. Static Service includes 5 IP addresses, except where noted.

P-2.5. Rate Table HSIA-E-BBEF-MRC: Broadband/Broadband II Equipment Fee Monthly Charges

Rate Table HSIA-E-BBEF-MRC: Broadband / Broadband II Equipment Fee Monthly Charges

Service Component Monthly Recurring Charge

Broadband Equipment Fee $10.00

Broadband II Equipment Fee $10.00

P-2.6. Rate Table HSIA-E-ADDIP-MRC: Broadband/Broadband II Additional IP Block Monthly Charges

Rate Table HSIA-E-ADDIP-MRC: Broadband / Broadband II Additional IP Block* Monthly Charges

Broadband Additional IP Block - 13

$35.00

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

Rate Table HSIA-E-ADDIP-MRC: Broadband / Broadband II Additional IP Block* Monthly Charges

Broadband Additional IP Block - 29

$40.00

Broadband II Additional Block - 13

$35.00

Broadband II Additional Block - 29

$40.00

* Block size indicates number of useable IP addresses

P-2.7. Rate Table HSIA-E-IB-MRC HSIA-E Internet Backup Monthly Charges

Section Effective Date: 18-Sep-2020

Rate Table HSIA-E-IB-MRC: HSIA-E Internet Backup Monthly Charges

Service Description Monthly Recurring Charge

DataRemote LTE router with 12-hour battery $10.00

DataRemote LTE router with 24-hour battery $15.00

P-2.8. Rate Table HSIA-E-NRC: HSIA-E Non-Recurring Charges

Rate Table HSIA-E-NRC: HSIA-E Non-Recurring Charges

Service Component Non-Recurring Charge

Broadband II Inside Wiring - Copper $0.00

Broadband II Inside Wiring - Fiber $0.00

ADSL Professional Installation* $200.00

Broadband II Professional Installation - Dynamic*

$200.00

Broadband II Professional Installation - Static*

$200.00

Broadband Professional Installation* $200.00

Broadband Equipment Non-Return Fee

$150.00

Broadband Equipment II Non-Return $150.00

AT&T High Speed Internet – Enterprise (HSIA-E) (formerly known as AT&T Business DSL Internet Service

(DSL))

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.

© 2023 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

Rate Table HSIA-E-NRC: HSIA-E Non-Recurring Charges

Service Component Non-Recurring Charge

Fee

Field Technical Dispatch $100.00

Missed Appointment Fee $100.00

AT&T Internet Backup Equipment Non-Return Fee

$150.00

* Orders for which the Professional Installation fee applies are set forth in the Service Guide.

End of Service Guide http://serviceguidenew.att.com/