ࡱ>  UbjbjVV w<<K<,,o#o#o#o#o####8#\&#}")1(1114MlIT8$A -o#W4@4WW o#o#117[[[Wo#1o#1[W[[i1`ʗ#)Y,^M0}V[Ho#( WW[WWWWW [WWW}WWWWWWWWWWWWW, 5":  ACCBusiness MIS (Managed Internet Service) Sales Guide Contents  TOC \o "1-2" Introduction  PAGEREF _Toc276629789 \h 2 Product Overview  PAGEREF _Toc276629790 \h 4 Service Types  PAGEREF _Toc276629791 \h 6 Standard Features  PAGEREF _Toc276629792 \h 7 Options  PAGEREF _Toc276629793 \h 21 Selling Strategy: Value Proposition 30 Targeting Criteria 31 Handling Objections 32 Market Trends 34 Pre-sales Requirements 35 Pricing, Promotions and Billing 36 Ordering Process 38 Support 39 Introduction This guide contains information to help you understand the features, benefits, and target markets of ACCBusiness Managed Internet Service. What is ACCBusiness Managed Internet Service? ACC Business offers a focused set of AT&T Managed Internet Services capabilities under the ACC Business brand targeted to small to mid size business customers. ACC Business MIS customers are acquired through an external agent sales channel and are offered a modestly lower price in exchange for a different customer experience. The ACC Business MIS customer experience differs from AT&T MIS in the following primary ways: Flat rate is the only billing option available. Private Line is the only access type offered. Customer Acquisition through an external agent sales channel without any direct account team coverage. Business Direct Electronic Servicing Options available are limited to: DNS Provisioning Tool (DPT), Network Usage Reports, and E-Maintenance. ACC Business branded billing. ACC Business proprietary MIS Pricing Schedule presented to customer. Tier I ACC Business branded Customer Care and Billing Inquiry with limited hours of operation (8am-8pm Eastern). Handoff to AT&T Customer Care for Tier II trouble reporting. ACCBusiness Managed Internet Service (referred to throughout this document simply as MIS), provides high-speed dedicated Internet access for businesses. The key to this service is that it is managed: AT&T monitors the network 24 hours a day, seven days a week, and maintains the communications link between the customer and the AT&T network. Should a problem occur, AT&T diagnoses it and its resolution begins immediately. This affords customers the opportunity to focus their resources on their business, not on their telecommunications needs. MIS combines AT&Ts world-class IP backbone and customer service to deliver the reliability, security, quality, and performance needed to conduct business over the Internet. The target market for MIS includes corporate customers that need access to the Internet or host Web sites on the Internet. Follow these links for more information on our HYPERLINK \l "_Product_Overview"MIS offer, HYPERLINK \l "Service_Types"service types, HYPERLINK \l "Standard_Features"features, and HYPERLINK \l "Options"options. Why does ACCBusiness sell it? MIS generates the returns for ACCBusiness, and for AT&Ts massive infrastructure investment. To provide the best service and greatest coverage possible, AT&T owns a powerful global IP backbone. Underlying this IP backbone is AT&Ts core network that includes 61,000+ miles of fiber optic cable, more route miles than any competitor. For more information on the marketplace demand for MIS, see the HYPERLINK \l "Market_Trends"Market Trends section. Why do customers buy it? Businesses rely on the Internet for many critical operations: e-commerce, e-mail, remote access and more. MIS provides business with the reliability, reach, and flexibility they need to meet their ever-changing Internet demands. Reliability: ACCBusiness and AT&T has a long history of providing highly reliable network services and our customers select a company they know will be here for them today and tomorrow. Reach: The AT&T IP backbone is the Broadband network of choice. We can provide our business customers the best access the largest broadband subscriber customer base in the world. Flexibility: MIS offers businesses comprehensive and flexible solutions through a wide choice of service offers, access methods, and transmission speeds. Customers can expand their connections and add services such as security and VPN as needed. For more information on how customers are using MIS, see the HYPERLINK \l "Targeting_Criteria"Targeting Criteria section. Whats in it for you? Selling MIS helps you develop strong relationships with your customers. By providing Internet access through MIS, you immediately become an important vendor in your customers eyes. This business relationship leads to future sales of additional services as you strive to meet your customers business needs, such as VPN, security, or voice services. Product Overview What is it? MIS is a dedicated Internet access service that provides businesses with high-speed Internet access through communications facilities managed by AT&T. Customers enjoy a number of advantages, including (but certainly not limited to) reliable and high-performance connectivity to the Internet. MIS enables businesses to communicate with millions of Internet users and countless information resources around the world. It is a complete solution providing the tools required for companies to conduct business over the Internet safely and reliably. Customers have the choice of various components, access methods, transmission speeds, and options. Agents should position ACCBusiness MIS as a complete dedicated Internet access solution that is managed end-to-end by AT&T. We provide a number of components including leasing and managing the CPE (Customer Premises Equipment). Customers who prefer to retain control of the CPE and manage several elements of their IP service in-house may elect to provide their own CPE and management. Underlying MIS is AT&Ts highly reliable transport, the IP connectivity to the customer, and the IP backbone. Customer connectivity to the backbone is provided through the AT&T transport network. Access speeds range from 128 Kbps to 2.5 Gbps (OC48), and access methods includes Private Line and Ethernet. How does it work? MIS connects a customers LAN (Local Area Network) or application to the Internet. Two service types are available, MIS with Managed Router and MIS with Customer Managed Router. The distinction is whether the CPE is provided and managed by AT&T or the customer. At a minimum, the CPE provided to MIS with Managed Router customers consists of a Router, CSU/DSU, and Diagnostic Modem. Additional CPE components may be required/provided depending upon the configuration. MIS with Manager Router provides the customer with a Cisco Router. Customer Router is the device that connects the LAN with the CSU/DSU. With MIS with Managed Router service demarcation occurs at the LAN port of the router (but does not include Inside Wire). The router is provided and managed by AT&T. Diagnostic Modem is used by AT&T for out of band access to the router for trouble isolation. CSU/DSU is a Channel Service Unit/Data Service Unit. It is the interface between the Local Access circuit and the customer router. note: this equipment is not provided by the Local Access provider. Inside Wire is any wiring installed past the point at which the local access terminates and the AT&T circuit ends, and it may connect the local access and the router. The customer is responsible for inside wire. Local Loop is the dedicated bandwidth connection between the customers premises and the nearest AT&T Point Of Presence. The Local Loop may be provided by the local exchange carrier, an alternate access vendor, or AT&T Local Network Services. Local access charges are separate from charges for MIS. AT&T Point of Presence (POP) is the point within the transmission path where the service enters AT&T's network. AT&T provides access service points at more than 600 points of presence (POPs) in the United States. AT&T IP Network MIS is provisioned to the HYPERLINK "http://marketing.web.att.com/oil/AJAXservice.htm?ajax=Y&service=2143"AT&T IP Backbone. The network consists of multiple SONET rings, which provide alternate routes between Backbone Nodes for enhanced reliability. OC192 and OC48 links connect the major cities in the U.S. with smaller cities connected to the Backbone with OC3 links. We build our own infrastructure, imposing rigorous performance standards at all times. Value Proposition MIS provides managed dedicated access to the Internet for businesses. MIS customers enjoy reliable connectivity with the reach and flexibility that they desire. With MIS, customers receive world-class customer support and outstanding network performance, reliability, and security. We meet customer needs today and well be here for the customer tomorrow, continuing AT&T's 125-plus year tradition of providing world-class solutions, combined with ACCBusinesss history of exceptional customer service. For more information on MIS value for your customers see HYPERLINK \l "Selling_Strategy_Value_Proposition"Selling Strategy: Value Proposition. Availability Available in the 48 Continental United States, Hawaii, and Puerto Rico. 48 Continental United States: Full T1, MLPPP (2xT1-8xT1), Full T3, Full OC3, Full OC12 and Full OC48(OC12/48 need trial agreement at this time). Hawaii and Puerto Rico: Full T1, MLPPP (2xT1 8xT1), Full and Fractional T3. Hawaii not eligible for Local Access Combo. Local Access Combo rates available for T1s only in Puerto Rico. Provisioning intervals are non-standard, about 120 days for Hawaii and 60 days for Puerto Rico, from the time an order is received in the AT&T work center. Capacity checks are required in Puerto Rico . See HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/Products/mis/MISinPROvrvw.doc"MIS in Puerto Rico Overview for details. For PNT in Hawaii, the standard PNT Prequal approval by Technical Sales is still needed for T1 and NxT1s. For Fractional and Full T3s, a Prequal with undersea cable capacity check is required. Additional Information HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/mis%20fact%20sheet.pdf"MIS Fact Sheet  HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/misFAQ.doc"MIS FAQs  HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/MIS/ACC%20Business%20MIS%20Proposal.doc"ACC Business Managed Internet Service (MIS) Proposal HYPERLINK "http://www.att.com/aup/"Acceptable Use Policy Service Types MIS has two service types: MIS with Managed Router provides managed, end-to-end Internet connectivity for customers who prefer complete vendor-provided solutions for their connectivity needs. Equipment is provided by AT&T, configured by AT&T, installed at the customers premises and monitored, managed, and maintained by AT&T. MIS with Customer Managed Router is where the customer provides, configures, installs, manages, monitors, and maintains all CPE. MIS responsibility ends with the termination of the access line at the customer premises. AT&T does not provide CPE management for any MIS customer that chooses to provide their own CPE. This Service Type is provided for customers who prefer to manage several elements of their Internet service in-house and retain control of their CPE. For example, a sophisticated IP customer with a custom implementation may want to manage/control their own traffic flow, rather than having that responsibility managed by AT&T. Note: Except where indicated, references throughout this document to "MIS" include both MIS with Managed Router and MIS with Customer Managed Router. Standard Features MIS is a complete dedicated access solution. This offer provides customers with their choice of various components, access methods, transmission speeds, and options. Agents should position ACCBusiness MIS as a dedicated Internet access solution that is provided and managed end-to-end by AT&T. We provide a number of components including the leasing and managing of the CPE. Or, if the customer prefers, they may supply and manage their own CPE. MIS includes the following Standard Features: HYPERLINK \l "MIS_Port"MIS Port HYPERLINK \l "CPE_Lease"CPE Provide by AT&T* HYPERLINK \l "CPE_Monitoring"CPE Monitoring, Management and Maintenance* HYPERLINK \l "Packet_Filtering"Packet Filtering* HYPERLINK \l "Primary_Secondary_DNS"Primary and Secondary Domain Name System (DNS) Administration HYPERLINK \l "Network_Usage_Reports"Network Usage Reports HYPERLINK \l "Service_Level_Agreements"Service Level Agreements  HYPERLINK \l "Billing_Methods" Billing Options HYPERLINK \l "Implementation_Support"Implementation Support HYPERLINK \l "Network_Operations_Service"Network Operations Services HYPERLINK \l "Technical_Services_and_Support"Technical Services and Support HYPERLINK \l "Interactive_Advantage_E_Servicing"Electronic Servicing Capabilities HYPERLINK \l "AT_T_IP_Backbone"AT&T IP Backbone * Standard Features for MIS with Managed Router only Customers are free to customize their MIS solutions to meet their individual needs by choosing from AT&Ts comprehensive HYPERLINK \l "Options"service options. MIS Port MIS provides customers with access to the AT&T IP Backbone at speeds ranging from 128 Kbps to 2.5 Gbps (OC48). Not all speeds are available in all areas or via all "Access Methods" described below. AT&T provides access service points at more than 600 ACCUNET points of presence (POPs) in the United States. AT&T personnel coordinate the provisioning of the local access circuit for customers. Local Access charges are not included with MIS and are typically billed separately, although the customer may choose the HYPERLINK \l "Local_Access_Combination_Option"MIS Local Access Combination option which combines the local access bill with the MIS bill. The access choices for MIS are: HYPERLINK \l "Digital_Private_Line"Digital Private Line HYPERLINK \l "NxT1"NT1 (N by T1) EaMIS (HYPERLINK \l "Ethernet_Access"Ethernet access to MIS) Digital Private Line: Private Line connections to the AT&T IP Backbone are available at speeds ranging from 128 Kbps -2.5 Gbps. NT1 (N by T1): NT1 uses MLPPP (Multilink Point to Point Protocol). NT1MLPPPis based on the IETF standard RFC 1990 and performs load balancing at Layer 2. Packets are sent across multiple T1s, effectively performing as a single larger circuit. NT1 optimizes network performance and scalability for networks with large and dynamic traffic patterns such as networks characterized by intensive web-based applications or interactive sessions. NT1 Access is available for 28 T1s of capacity (3, 4.5, 6, 7.5, 9, 10.5, & 12 Mbps). This offer is appropriate for customers seeking greater bandwidth without having to purchase T3 local access facilities. The Tiered T3 offer should be sold if the customer expects growth beyond12 Mbps. MLPPP is a superior protocol to Per Packet CEF (Cisco Express Forwarding). NT1 MLPPP effectively bundles individual T1 connections At Layer 2 making them look like a single link with 1 IP address at Layer 3. With NT1 Access, if one T1 fails, all remaining T1s continue to function normally. MLPPP provides full throughput for the selected speed. MLPPP enforces strict ordering of packets so that packets exit the receiving router in the exact order in which they were received at the transmitting router. Customers that choose MIS with Customer Managed Router must provide a router that can handle the required number of serial interfaces as well as the contracted throughput. AT&T requires the selected equipment to conform to specifications as outlined in the AT&T Internet services HYPERLINK "http://marketing.web.att.com/oil/download?oilID=1277b16f94311e"CPE Specifications and Policy MLPPP Exceptions: MARO is NOT supported in the GA offer No ability to convert/migrate to/from existing MIS Standalone T1s, MIS NT1 CEFor MARO ALB implementations into MLPPP. New orders are required. No change order capability to convert/migrate from customer managed to AT&T managed router or AT&T managed router to customer managed router. New orders are required. EaMIS (Ethernet access to MIS) MIS supports the following Ethernet Access customer interfaces: 10-Base-T ( aka Ethernet) 100-Base-T (aka 100 Mbps Ethernet over Copper) 100-Base-Fx (aka 100 Mbps Ethernet over Multimode Fiber) 1000-Base-Sx (aka Ethernet over Multimode Fiber) 1000-Base-LX (aka Ethernet over Singlemode Fiber) The speed of the access ranges from 21000 mbps, with port speeds from 0.51000Mbps. Additional Information HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/ethernet/EAMIS%20and%20Eapnt%20CI%20Sales%20Guide.pdf"Ethernet Access for MIS C.I. Sales Guide HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/ethernet/EaMISfs.pdf"Ethernet Access to MIS Fact Sheet Note that not all interfaces and not all speeds are available in all areas. MIS can now provide Ethernet Access across the Continental United States by using a number of ILECs, CLECs, and AT&T Local Network Services. Access speed availability by Access Method: TDM Access Port (bps) Fractional T1 128 K MIS Fractional T1 service is Grandfathered as of 10/30/11. MIS Fractional T1 Service is only available for MACDs to existing customers with some restrictions. Customers contracted for PNT Fractional T1s prior to 7/1/2009 may continue to order the Fractional T1 speeds or make changes to existing Fractional T1s. The speeds are on Sales Hold with PNT for both new and existing customers. 256 384 512 768 T1 1.5 M 2T1 3 3T1 4.5 4T1 6 5T1 7.5 6T1 9 7T1 10.5 8T1 12 Fractional T3 10 15 20 25 30 35 40 Full T3 45 OC3 155 OC-X access is available depending on network infrastructure. Sales Reps must engage the Technical Sales team. OC12 622 OC48 2160 Ethernet Port (Mbps) Access Port (Mbps) Access 0.5 75 1 80 1.5 90 2 100 3 4 5 150 6 7 200 8 250 9 300 10 400 20 450 500 30 600 40 700 50 800 60 900 70 1000 Ethernet available on an Individual Case Basis depending on customer location. Port speed must be at or below Access speed, with minimum data commitment equal to port speed. Access speed availability is based on regional carrier and specific Ethernet service provider. For a summary, login to SEAP @ HYPERLINK "http://msd.web.att.com/seap/"http://msd.web.att.com/seap/ then click Help!Using SEAP for Access Pricing, and review the PowerPoint file. CPE Provided by AT&T MIS with Managed Router service type is defined by this standard feature. The Customer Premises Equipment provided by AT&T includes a router, Channel Service Unit/Data Service Unit (CSU/DSU) and a diagnostic modem for out-of-band testing. Inside Wire is the Customer responsibility. All CPE supplied by AT&T is pre-configured by AT&T and includes Advanced Replacement Next Business Day (ARNBD) support. Customers cannot purchase the AT&T provided CPE. All equipment is owned by AT&T, can be used for MIS only, and must be returned by the customer at their own expense at termination of the service. MIS with Manager Router provides the customer with a Cisco Router. The customer will receive a letter similar to the following, with return instructions: Dear Customer: Please return the leased MIS Plus equipment to the following location. If equipment has been returned already please disregard this email. Instructions for Returning AT&T Equipment Please return the leased MIS Plus equipment to the following location: CTDI 2940 Old Norcross Rd Suite 200 Duluth, GA 30096 ATTN: Joe Cool 201-555-1212 Original RMA#: 1234567 Company Name: Acme Wind Industries Company Site Address: 1060 W Addison St, Chicago, IL 60613 Type of Service: Plus T1 CAC : DHEC.987654.ATI CR IP: 12..23.45.6 Equipment Information: Equipment Requested Disconnect Date: Equipment Type: Router, Modem Equipment Model: Cisco 2620 Quantity: 1, 1 [Each] Serial Number: n/a Along with Modem, Power Supply, Surge Protector, All Cables Please return the equipment using a traceable carrier, such as FedEx, UPS, or Airborne and provide the tracking number ASAP so the return can be traced. Please make sure that the RMA number is listed on the shipping label. This letter should be printed and packed with the equipment. This information will allow us to track the equipment and ensure your company is no longer billed for returned equipment.  The CPE provided by AT&T includes the following features and requirements: All customers are required to supply a dedicated POTS line to be used only for out-of-band testing Additional Information The alternative to the CPE being provided by AT&T is where the MIS customers provide their own CPE (MIS with Customer Managed Router service type). For these customers, the point of demarcation between the customers responsibility and MIS is the termination of the access line at the customer premises. Customers that choose to provide their own CPE must adhere to HYPERLINK "http://marketing.web.att.com/oil/download?oilID=1277b16f94311e"CPE Specifications and Policy as defined by AT&T. For details on standard CPE configurations, see HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/mis/MIS%20PNT%20CPE%20List%2020100716.doc"MIS PNT CPE Configurations. CPE Monitoring, Management, and Maintenance This standard feature is available with the MIS with Managed Router service type only. Customers assign full management and operational control (including passwords) of the CPE to AT&T. AT&T technicians work with the customers designated point-of-contact to diagnose failures and determine if equipment should be replaced or repaired. If replacement is required, equipment is replaced by the next business day. Packet Filtering This feature is available with MIS with Managed Router for MIS Sites, and includes implementation and ongoing management of packet filtering tables in the AT&T CPE router based on a customized filtering plan jointly defined by AT&T and the Customer. As outlined in the MIS Service Guide, Access Control Lists should not consist of more than 100 lines. AT&T will also make requested changes to the filtering plan, provided that Customer only request one change per week and such changes may only be requested and made during normal business hours. Packet filtering on an Internet router is generally meant to protect the router itself, not for general firewall or private network access control purposes. Primary and Secondary Domain Name System (DNS) Administration Domain names are the words, such as XYZCompany.com, that represent the actual numerical IP address, [e.g. 14.127.18.139] used to navigate the Internet. A Domain Name System (DNS) is required for dedicated Internet access, regardless of whether it is established and administered by the customer. MIS includes: Up to 15 primary DNS zones (15 domain names per circuit) with a maximum of 150 Kilobytes of Primary zone data Up to 15 secondary DNS zones with a maximum of 150 Kilobytes of Secondary zone data Customers who need more than the above maximums may purchase the HYPERLINK \l "Additional_DNS_Option"Additional DNS option. ACCBusiness and AT&T are not domain name registrars. Charges for hosting the customers IP addresses or domain names, or charges for any Domain Name management related service, (collectively the DNS Services) do not include domain name registrars fees. The customer is responsible for all domain registration fees related to provisioning and use of domain names. Customers may choose to establish their own primary DNS in which case AT&T will provide/administer secondary DNS only, if requested. Once the customer's DNS has been established, MIS customers self-administer their DNS for all existing zones using the web-based DNS Provisioning Tool (DPT), accessed through the BusinessDirect portal. DPT is available 24 hours a day, seven days a week. Customers can view, add, delete or update their DNS records and add new domains quickly and easily, rather than submitting these requests to the MIS Customer Care organization. However, for IP block assignments, customers will need to submit requests through Customer Care. This component is only available to Customer and is not available to third parties given access to MIS by Customer. AT&T also operates "resolving" or "caching" DNS servers that can be used for domain name lookups, e.g. www.yahoo.com, by Customer's in-house systems (PCs, mail servers, etc) connected to MIS. This service is only available to Customers who do not have their own in-house DNS server(s). Customers with their own DNS servers should use those systems for this function. This service is not available to downstream providers (resellers) or third parties given access to MIS by Customer. AT&T reserves the right to block access to its resolving DNS servers by Customers who do not meet these requirements. There are several stipulations with regards to AT&T hosting an ACCBusiness customers domain name. Customer represents and warrants that Customers use of any domain name will not interfere with the rights of any third party, infringe upon any trademark, service mark or other personal, moral or property right. AT&T may elect to terminate or suspend its hosting of or provision of any DNS Services, with respect to any or all of Customers domain names immediately upon written notice if AT&T receives or becomes aware of any complaints, conflicting claims, disputes, or court orders regarding the domain name. "Downstream Provider Services" or "DSP Services", are defined as those activities of an entity or company which relate to the provision of IP address or DNS Services to third parties, where such entity or company does not own the IP addresses being used as part of such IP address or DNS services. Examples of the entities or companies which provide DSP Services include, but are not limited to, Internet Service Providers, Internet Access Providers, Application Service Providers, and resellers. AT&T DNS Services are only available to that portion of the Service which does not involve DSP Services. DNS Services are not available to third parties given access to any AT&T Service by Customer. THE DNS SERVICES ARE PROVIDED ON AN "AS IS" BASIS. IN NO EVENT SHALL AT&T BE LIABLE FOR PROVIDING, FAILING TO PROVIDE, OR THE PERFORMANCE OR THE FAILURE TO PERFORM OF THE DNS SERVICES. WITHOUT LIMITING THE FOREGOING, AT&T DOES NOT MAKE ANY WARRANTIES REGARDING THE HOSTING OF ANY OF CUSTOMERS IP ADDRESSES OR DOMAIN NAMES, OR CUSTOMERS RIGHT TO CONTINUED USE OF A DOMAIN NAME. AT&T IS NOT REQUIRED TO PARTICIPATE IN ANY DISPUTES RELATING TO THE OWNERSHIP OF ANY DOMAIN NAME. Additional Information For more technical information about DNS: The DPT Web site is located at: HYPERLINK "http://dpt.ip.att.net/"http://dpt.ip.att.net/ Customers can access DPT after registering for BusinessDirect. See the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/New/Products/MIS/BusinessDirectSalesGuide.doc"ACC BusinessDirect Sales Guide for MIS and PNT  This component is not included if the MPLS Private Network Transport option Network Usage Reports This component provides MIS customers with online access to traffic summary reports which track access line use as a percentage of the available bandwidth. This comprehensive view of usage data provides customers with a valuable tool to effectively monitor and manage their Internet bandwidth use and plan for future upgrades. Network Usage Reports are available 24 hours a day, seven days a week except during maintenance. Customers access Network Usage Reports through a Web site with various security features. Secure Socket Layer (SSL) technology is used to protect the customers data from unauthorized users. All of the customer data is password protected. From the Usage Reports website, customers can display their MIS usage in graphical format or download the data in tabular form. Graphical reports are available on a daily, weekly, and monthly basis. The daily graphical reports display the 15-minute inbound and outbound traffic profile (except for usage-based circuits where 5-minute traffic data is used) as well as the peak and average traffic statistics of the day. The weekly and monthly graphical reports display the inbound and outbound traffic profile as well as the peak and average traffic statistics for the corresponding time-frame. Tabular reports are available on a daily, weekly, and monthly basis. The reports provide both the percent use and raw data and may be downloaded to an Excel file. Additional Information Customers can access Network Usage Reports after registering for BusinessDirect. See the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/New/Products/MIS/BusinessDirectSalesGuide.doc"ACC BusinessDirect Sales Guide for MIS and PNT  SLAs (Service Level Agreements) General MIS SLA Terms SLA Definitions and Exclusions are detailed in the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/sla%20fact%20sheet.pdf"SLA Fact Sheet and HYPERLINK "http://www.corp.att.com/abs/serviceguide/docs/acc_mis_sg.doc"ACCBusiness MIS Service Guide Credit requests are submitted by calling ACC Business Customer Care at 1-888-286-2686. US Region Only. Billing Options MIS customers have flat rate billing, so they contract for a stated bandwidth and pay a set monthly fee for the term of the contract, which simplifies a businesss budgeting and planning process. Standard billing. One account number per customer single account (SA) Corporate billing. Charges for multiple locations are billed under a single account number. Invoices for multiple service locations can be received at the headquarters location or at each service location. MARC billing (Minimum Annual Revenue Commitment) permits access, MIS, PNT, COS and any DNS monthly charges billed under one account number toward the retirement of a single revenue commitment. Non Recurring Charges (NRCs) do not contribute to the MARC. Advantages are: multiple services (MIS port, MIS local access, PNT, COS, and DNS charges) can retire the annual commitment; and contracts do not have to be renegotiated when locations or services are added or deleted. See the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/MIS%20MARC%20Sales%20Guide.doc"MIS MARC Sales Guide for more details. Implementation Support The following support features are designed to make the customers implementation as easy as possible. Each MIS customer will have on-line access to the MIS Implementation Planner. This planner provides detailed information about the installation and use of MIS. An AT&T Provisioning Technical Engineer (PTE) works with the customer to prepare for providing and initiating service. Service Activation: MIS customers are charged a Service Activation fee which includes the technical interview with the PTE (if required), access line coordination, DNS registration and service testing. This also includes equipment configuration for MIS with Managed Router customers. MIS with Managed Router customers also have the option of receiving Tele-installation or On-site installation (except for speeds of T3 and above where only on-site installation is available). Customers who select tele-installation are responsible for unpacking and connecting the CPE, but telephone assistance from AT&T is available if needed. With on-site installation, an authorized AT&T Service Technician unpacks, connects and tests the CPE and completes the cooperative testing with the NOC. Site Planning and Preparation: AT&T helps customers prepare for MIS installation by providing site information to the customers designated point of contact and by registering the customers network numbers, domain names and routing information. Customers must provide space and power for the dedicated router and other premises equipment, an attachment to the customers internal network, at least one computer with TCP/IP support and a dedicated POTS line for the out-of-band diagnostic modem. This support service is not available to customers who provide their own CPE. Access Circuit Provisioning: AT&T will order and install, on the customers behalf, the AT&T Private Line circuit necessary for delivery of MIS. AT&T will arrange for termination of the circuit in proximity to the planned location of the premises equipment. Any necessary inside wiring changes are the customers responsibility. Cooperative Testing: Customer Care will conduct cooperative testing of the customers site to ensure that the customers on-site router can successfully communicate over MIS. The cooperative test verifies the proper operation of the on-site equipment, the local access facility, and the access infrastructure. ACCBusiness activates billing after AT&T has completed their processes for providing service, regardless of a customers state of readiness. These processes include: Local access circuit ordering Provisioning to backbone node Backbone router provisioning DNS and option provisioning (if required) Testing of end-to-end connectivity into the Internet. Additional Information HYPERLINK "http://planner.bus.att.com/"Implementation Planner CustomerCare ACC Business Customer Care provides Tier 1 support for MIS customer Billing Inquiries and Basic Trouble Shooting by calling 1-888-286-2686, Mon-Fri 8am-8pm ET. Tier 2 support will be handled through AT&T Customer Care and the Network Operations Center (NOC). Customers who call into the ACC Business Customer Care Center and require additional support will be warm transferred to AT&T Customer Care at 888-613-6330. Network Operations Services ACCBusiness MIS is supported by AT&Ts Customer Care organization and the Network Operations Center (NOC). Through both organizations, the technical support staff provides valuable network operations services, described below. Network Monitoring: MIS assure the highest network performance through careful IP network management and the industry-acclaimed performance of the AT&T network. The IP network is monitored by the NOC using SNMP-based software. The software is used in combination with other essential tools to monitor non-SNMP equipment, domain name servers, and other network services. The status of the network is continually reported on a display monitored around the clock. All changes in the IP network status are logged, giving the NOC the ability to evaluate staff responsiveness and network availability. In addition to the IP network, the underlying transport network is monitored by AT&T Transport Centers, 24 hours a day, 365 days a year. Customers who do not require unique provisioning and maintenance windows can be homed onto any domestic MIS access router with US provisioning and maintenance windows. Customer Premises Equipment Monitoring, Maintenance and Management: AT&Ts technical staff is responsible for maintaining dedicated premises equipment for MIS customers which AT&T provides CPE as part of their service. Technical Support Engineers work with the customers designated point-of-contact to diagnose failures and to determine if equipment should be replaced or repaired. Equipment repair, if required, is performed by the customers central point of contact with telephone assistance, if needed, from Customer Care. If replacement is required, equipment is replaced by the next business day. This network operation service is not available to those customers electing to provide their own CPE. Technical Services and Support MIS includes all of the technical support services essential for optimal use of the service. Customer Care only supports and accepts calls from the customer and does not accept calls, provide assistance or interface in any manner with parties other than customer, regardless of whether or not such parties have purchased services from customer. Customer Care will, however, accept calls from end-customers of resellers who are connected directly to the AT&T IP backbone. The technical support services are: Software and Configuration Support: For MIS customers leasing their CPE from AT&T, the MIS Technical Staff coordinates software updates and configuration changes as required for the router and CSU/DSU. Notice of software changes is made to the customers central point of contact, and every effort is made to perform maintenance during off-hours. This technical support service is not available to those customers electing to provide their own CPE. 24-Hour Hotline: The MIS is staffed around the clock. All calls to the hotline are directed to the appropriate technician through a touch-tone menu system. Customer Care can be reached at 1-888-613-6330 or via email at HYPERLINK "mailto:RM-awmis@ems.att.com"RM-awmis@ems.att.com. Trouble Ticket System: With the support of the NOC, the AT&T Customer Care organization tracks problems from initial report to satisfactory resolution through the Network Operations Trouble Ticket System. While the technical staff is resolving any given problem, its current status is reflected in the Trouble Ticket System. If needed, the systems electronic mail and fax interfaces facilitate the electronic distribution of trouble ticket reports to the customers technical contact. Fault Isolation and Problem Resolution: Fault isolation involves coordination among network operators and technicians, staff at the affected site, and other vendors. Depending on the specific technologies used, the process may involve testing equipment, reconfiguring routers, or diagnosing communication link problems. Security Procedures. Security procedures for MIS help keep customers informed of known and suspected security breaches. AT&T reviews information about security problems regularly and distributes it to customer sites as necessary. Customers leasing their CPE from AT&T may authorize several contacts to request site disconnection or reconnection as necessary. Electronic Servicing Capabilities: The following electronic servicing capabilities are available for the MIS customers through BusinessDirect. MIS Customer Care registers customers for BusinessDirect proactively as part of implementation. DNS Provisioning Tool (DPT): DPT gives MIS customers with AT&T-provided primary or secondary DNS a way to view, add, delete or update their DNS records and add new Domains quickly and easily. Online Network Usage Reports: Customers can access an AT&T-provided website to see and use Online Network Usage Reports. With these, customers can view inbound, outbound, and average network traffic in graphical form and downloadable tabular form. E-maintenance: allows MIS & PNT customers to: Create, View & Update tickets Search for tickets through a 13-month window of history or Asset inventory (IP addresses) when creating and/or searching for tickets Download ticket inventory to PC Escalate tickets Contest tickets from being closed, Close tickets, and Print tickets eMaintenance is classified under the category of Trouble Reporting Additional Information: HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/BusDirectFactSheet.pdf"ACC BusinessDirect Fact Sheet HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/New/Products/MIS/BusinessDirectSalesGuide.doc"ACC BusinessDirect Sales Guide for MIS and PNT HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/CusAdminMainInstBusdir.doc"ACC BusinessDirect PNT eMaintenance Company Administrator Supplemental Instructions AT&T IP Backbone MIS is based on AT&Ts IP backbone and the AT&T core network, the worlds most reliable network. The AT&T IP backbone is designed and engineered with the purpose of attaining the highest possible levels of reliability and performance. It offers MIS customers a number of built-in features for exceptional or incomparable advantages, including: Industry Leading Reliability. Backed by Service Level Agreements, the Target availability for the AT&T IP backbone is an industry leading 99.99%. The backbone network is designed with no single point of failure in the core architecture. All backbone nodes are located in secured AT&T central offices. At the present time 24 cities in the U.S. are connected via multiple OC48/OC192 links, with 80 smaller cities connected to the backbone with multiple OC3s. AT&Ts IP backbone has been designed with multiple rings for alternate path re-routing and with no single point of failure in the core IP network. Each Backbone node is connected to a minimum of two other nodes. Backbone routers are installed in pairs, with longhaul backbone facilities divided among the backbone routers to avoid single points of failure and ensure network continuity even in the event of a facility failure. Connections between all backbone routers are Packet over SONET for high performance and cost-effectiveness. All routers are deployed in a redundant fashion, with redundant power supplies and redundant processors. There is no single point of failure in the core backbone architecture. Outstanding Performance. The target average cross-country round-trip delay of the AT&T IP Backbone is 60 ms. The AT&T IP backbone experiences under 0.7% packet loss due to the careful management of capacity. Actual network performance, updated every 30 minutes, is posted on the public Internet at the HYPERLINK "http://www.att.com/ipnetwork"AT&T IP Network Performance Web site. Superior Security. All nodes within the AT&T IP backbone are located in AT&T owned and maintained secure facilities, which are guarded and manned 247 and only accessible to authorized personnel. All nodes are protected by uninterruptible power sources, including both battery backup and emergency diesel generators. In addition a robust disaster recovery scheme is tested regularly to ensure that all components work in the event of a power failure. In addition to physical security of the nodes, AT&T has taken many steps to secure the network elements within the AT&T IP backbone in order to ensure reliable service. For example, all of the general, non-routing functions in the core routers are disabled. This both enhances the performance of the network and reduces the potential of a hacker using general router capabilities to illicitly access the system. In addition to these security measures, AT&T's IP backbone security is enhanced through the use of IP Source Address Filtering. AT&T has installed source address filters on our backbone routers at two places1) at all dedicated customer connections to this network and 2) at all entrances from the public Internet. At all dedicated retail customer connections, the source address of all inbound packets is examined to make sure it matches the IP address which we expect to find on those packets; if the source address doesn't match, the packets are discarded. This is a key method by which ISPs can enhance the security of their networks since hackers typically try to hijack someone else's IP address in order to hide their identity while they are doing their mischief. Inbound from the public Internet, this same filtering technique is applied to inbound packets; in this case packets are discarded which contain IP addresses from a special "reserved" portion of AT&T's Class A address. This "reserved" IP address area is used for customers of AT&Ts virtual private networking services. This is an extra security step, which was recommended by the Carnegie-Mellon Computer Emergency Response Team (CERT). This 'Spoof-Proofing' is an AT&T value-added service that is inherent in the design of our architecture. Wholesale and downstream providers are required to use this same security technique on their downstream networks in order to connect to the AT&T IP Backbone. This enables AT&T to say that the AT&T IP Backbone is RFC2267 compliant. Peering. Peering refers to an agreement AT&T makes with another ISP to interconnect in order to exchange routing information and Internet traffic between the ISPs Internet Networks. AT&T's peering architecture is focused on maintaining excellent performance to anywhere on the Internet through routing over 90% of all Internet-bound traffic via private peering links and carefully managing capacity on these links so they are never more than 65% utilized on average. In general, AT&T always peers with ISPs at a minimum of three locations, which are geographically dispersed; this ensures that in the event of a link failure, traffic can be re-routed via an alternate connection. AT&T has led in the industry in the installation of high-bandwidth private peering links and presently has multiple OC12 private peering links in place, as well as the industry's first OC48 peering link. Maximum Control. The IP backbone is monitored and maintained through AT&Ts state-of-the-art Network Control Center (NCC). The NCC is connected to the rest of the network by two physically diverse facility feeds. A comprehensive test-bed network environment is used for controlled introduction of new features and capabilities to maximize network performance and reliability even as the backbone is being upgraded. Additional Information Please refer to the HYPERLINK "http://marketing.web.att.com/oil/AJAXservice.htm?ajax=Y&service=2143"AT&T IP Backbone Web site for complete details HYPERLINK "http://marketing.web.att.com/oil/download?oilID=31960b9974161"AT&T IP Backbone Maps HYPERLINK "http://www.att.com/ipnetwork"AT&T IP Network Performance Web site HYPERLINK "http://marketing.web.att.com/oil/download?oilID=84683e1f1baa1"Peering Frequently Asked Questions Options MIS offers a variety of options that can enhance service. Follow the links in the table for more detailed information about each option. OptionDescriptionHYPERLINK \l "Local_Access_Combination_Option"Local Access and the MIS Local Access Combination and STSI OptionLocal Access is the connection between the Customer Premises and the nearest AT&T point of presence (POP). STSI (Service to Service Interconnect) is an Access Arrangement the customer has from another Provider and inter-connects it to AT&T. The MIS Local Access Combination and STSI option enables the customer to order local access with their MIS and have one convenient monthly bill. HYPERLINK \l "Class_of_Service_Option"Class of ServiceThis option, available on the access circuit, allows customers to prioritize their traffic based upon the type of traffic or application and their performance requirements. HYPERLINK \l "Additional_DNS_Option"Additional DNSProvides customers with administration of up to 15 additional primary DNS zones with a maximum of 150 Kb of primary zone data or up to 15 additional secondary DNS zones with a maximum of 150 Kb of secondary zone data. Multiple orders of this option are available. HYPERLINK \l "PNT"PNT (Private Network Transport)PNT is an option of Managed Internet Service (MIS), which provides an IP VPN solution using MPLS for security. PNT is a network-based IP VPN, meaning customers do not need to purchase tunneling gear as in a premises-based IP VPN. Also, because PNT is deployed across the AT&T IP Backbone, it is not necessary to manage PVCs. PNT is a fully meshed offer providing any-to-any connectivity with only a single connection at each site and class of service for traffic prioritization. HYPERLINK \l "MIS_Access_Redundancy_Options"MIS Access Redundancy Options (MARO) Backbone Node RedundancyA group of circuits terminate on one or two different Customer Routers and two different Access Routers that are located within two geographically separate AT&T IP Backbone Nodes. This option provides a logical redundant path, a redundant customer router (if two are used), a redundant access router and a redundant AT&T IP backbone node connection. This eliminates the single point of failure for the circuit, Customer Router, Access Router and Backbone Node.HYPERLINK \l "MIS_Access_Redundancy_Options"MIS Access Redundancy Options (MARO) Access Router RedundancyA group of circuits terminate on one or two different Customer Routers and two different Access Routers within the same AT&T IP Backbone Node. This eliminates the single point of failure of the circuit, Customer Router (if two are used) and Access Router.HYPERLINK \l "MIS_Access_Redundancy_Options"MIS Access Redundancy Options (MARO) Automatic Load BalancingA group of circuits terminate on one or two different Customer Routers and one Access Router. This eliminates the single point of failure for the circuits only.HYPERLINK \l "ColdStandbyRouterCPERedundantConfig"Cold Standby Router CPE Redundant ConfigurationCPE Redundancy Option provides a "Cold Standby" CPE configuration. The Cold Standby provides customers with a fully configured and tested AT&T MIS CPE router and CSU/DSU housed on the customer's premises. If the router and/or CSU/DSU fail, the customers central point of contact replaces the non-working CPE. This option is available only to MIS customers who elect to have their CPE provide by AT&T.  Local Access and the MIS Local Access Combination and STSI Option What is it? Local Access is the connection between the Customer Premises and the nearest AT&T point of presence (POP). STSI (Service to Service Interconnect) is an Access Arrangement the customer has from another Provider and inter-connects it to AT&T circuit or function. The MIS Local Access Combination option coordinates the ordering/provisioning of Local Access with MIS access and issues a single monthly invoice to the customer. The following alternate options for ordering local access for MIS are available Total Service: For customers who want AT&T to coordinate local access and act as the agent to order the local access from an Exchange Company (EC) on the customers behalf. We then also work with the EC for the maintenance/troubleshooting of the access circuit. Baseline: For customers who have already elected to contract local access services from a provider other than AT&T (e.g. an Exchange Company or Alternate Access Vendor). The customer is invoiced directly by the local access provider and is responsible for purchase as well as maintenance and troubleshooting of the access circuit. The customer is also responsible for providing access circuit Tie Down Information to the MIS Provisioning Technical Engineer (PTE). The PTE will need information such as the Carriers Designation, Channels assigned, AT&T Office Code (known as APOT-termination of circuit), LSO hub, bay, panel and jack. Exact information will vary for each exchange company. Baseline Network Connection (BNC): In traditional baseline service, the customer utilizes the Access Provider Connecting Facility Assignments (CFAs) as an entrance facility into the AT&T POP and AT&T Ties down to the Access Provider. Baseline Network Connection (BNC) is a slightly different type of baseline arrangement. Under the BNC access option, AT&T provides the CFA to the customer, and the Customers Access Provider ties down to AT&T at the Access Providers Serving Wire Center. BNC is not available in all locations, so BNC availability must be checked during the pre-sales process. Assuming that BNC is available, the customer determines if their selected access provider is able to serve their premise. AT&T will provide the tie down information to the customer in a CFA letter which the customer in turn uses to provide the tie down information to their access provider for a successful connection. Tie Down Information (TDI) is the information (typically bay, panel, jack identification) needed by AT&T to connect to the Customer's Access provider at the AT&T Point of Presence (POP). As a result of AT&T providing the CFA (as opposed to the Customer or Access Provider providing it as is done for traditional baseline), common tie-down problems will be circumvented and customers will benefit from increased order accuracy and improved cycle times. STSI (Service to Service Interconnect) is defined as an Access Arrangement in which the customer has secured Access from another Provider and would like to inter-connect that Access to an AT&T provided circuit/function. This inter-connection most commonly exists in the Access Provider SWC (Service Wiring Center) and is commonly referred to as the inter-connection point. The arrangement will include an AT&T Local Channel that terminates in the Access Provider SWC. STSI can be provided on either interstate or intrastate basis. STSI is NOT the standard Total Service arrangement, which covers end-to end service to the customer premises. MIS will support STSI is the following speeds: T1, T3, OC3, and OC12. Within the MIS Portfolio STSI can be ordered it two ways. The first is as a Total Service Arrangement. If this option is selected, it is imperative both the Agent and the Customer be aware if the customer does not have a separate access agreement such as a ONE NET contract the customer to cover such access, the customer will be charge full Tariff 11 rates. This is true even if it is a zero mile circuit. The second method is as a Local Access Combo. This method is generally less expensive and AT&T is the official customer of record for Local Channel between the AT&T Point Of Presence and the Access Providers SWC. In all cases with STSI, AT&T will only be responsible for the components provided by AT&T. The Customer is responsible for ordering, payment, installing, lifecycle management, and all other STSI components not provided by AT&T. Additionally the customer must order the port connection from the Access Provider and provide the Secondary Carrier Facility Assignment (SCFA) to AT&T. Accompanying SCFA should also be the Service Providers SWC CLLI and NPA/NXX. Contact ACCBusiness Technical Sales for more information on sales opportunities where Baseline or STSI is required. Who to target MIS with the Local Access Combination option is appropriate for customers who are large enough that they want the entire circuit dedicated to IP and small enough that they do not have their own local access contracts (i.e. Contract Tariffs). Customer Benefits One-stop shop for Internet service and access One bill and one contract! Simple and easy to understand. No hidden start-up or usage charges. AT&T coordinates the installation and owns any and all problems end-to-end. Availability 48 Continental United States: Full T1, MLPPP (2xT1-8xT1), Full T3, Full OC3, Full OC12 and Full OC48(OC12/48 need trial agreement at this time). Hawaii and Puerto Rico: Full T1, MLPPP (2xT1 8xT1), Full and Fractional T3. Not eligible for Local Access Combo. Provisioning intervals are non-standard, about 120 days for Hawaii and 60 days for Puerto Rico, from the time an order is received in the AT&T work center. Capacity checks are required in Puerto Rico . See HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/Products/mis/MISinPROvrvw.doc"MIS in Puerto Rico Overview for details. For PNT in Hawaii, the standard PNT Prequal approval by Technical Sales is still needed for T1 and NxT1s. For Fractional and Full T3s, a Prequal with undersea cable capacity check is required. Class of Service Option What is it? This option, implemented on the customer's access and egress links, allows customers to prioritize their traffic based upon the type of traffic or application and their performance requirements. Without this option, MIS offers best effort treatment, which means it doesnt matter what type of traffic customer sends/receives as it will all be treated equally. Four (4) Classes of Service (CoS) are available: One (1) for Real-time and three (3) Data Classes (critical, business and standard data applications). CoS 1 the real-time class is targeted at applications such as Voice over IP. CoS 2 critical data applications is targeted at mission critical data applications such as video conferencing, credit transactions and Enterprise Resource Planning packages such as PeopleSoft and SAP (Systems, Application in Data Processing) CoS 3 business data applications is targeted at applications such as Human Resource web sites, company email, etc. CoS 4 standard data applications is targeted at general Internet browsing, FTP, etc. Customers may select from 25 CoS "profiles" which have pre-determined bandwidth allocations for each CoS. CoS Profile is the template that is used within the network to allocate bandwidth. The CoS Profiles can now be selected for ingress classification or egress queuing. Each of the four classes has a specific amount of bandwidth allocation. Real-time traffic is strictly policed and will be dropped on ingress if it exceeds its allocation. However, if any of the data classes do not their entire bandwidth allocation, packets of other classes can share the unused bandwidth. Who to target All MIS customers who wish to prioritize their traffic Customer Benefits Provides a mechanism for customers to differentiate and prioritize their traffic, and ultimately use their bandwidth more efficiently Enables the customer to experience better performance/quality on their higher priority classes than with their current "best effort" service Availability Either Managed Router or Customer Managed Router. Access: Fractional/Full T1, Fractional/Full T3, OC3, Ethernet. Real Time CoS (CoS 1) requires a minimum of 768K. Additional Information HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/pnt_cos/cos%20faq.doc"MIS Class of Service Frequently Asked Questions The traffic profiles are outlined in the HYPERLINK "http://planner.bus.att.com/tab004worksheet.xls"MIS Class of Service Customer Data Collection Form, which agents should review and provide to customers who have selected the Class of Service option. The customer can use this document to gain an understanding of the option and its traffic profiles and to prepare for their Technical Interview (if required). Additional DNS Option What is it? Customers who take advantage of the primary and secondary DNS administration feature of MIS may need more than the standard 15 primary DNS zones/150 Kilobytes of primary zone data or more than the standard 15 secondary DNS zones/150 Kilobytes of secondary zone data. This option supports administration of up to 15 additional DNS zones with a maximum of 150 Kilobytes of zone file data. Customers may select either primary DNS OR secondary DNS, but they cannot combine the two. If the customer requires both additional primary DNS and additional secondary DNS, they must purchase multiple DNS options. Who to target Any business that wants to register more domain names than the standard feature supports. For example: Entertainment companies that register every movie title as a domain name Pharmaceutical companies that register every drug as a domain name Consumer product companies that register each of their products as a domain name Customer Benefits Provides businesses with the flexibility they need to support their marketing plans and corporate structure Enables companies to protect their brands Availability Not available with PNT. Additional Information OptionMonthly FeeAdditional Primary DNS (available in increments of up to 15 zones with a maximum of 150 Kilobytes of zone file data)$100 per incrementAdditional Secondary DNS (available in increments of up to 15 zones with a maximum of 150 Kilobytes of zone file data)$100 per increment For more information about DNS administration with MIS, link to HYPERLINK \l "Primary_Secondary_DNS"primary and secondary DNS Administration. PNTPrivate Network Transport Service Option What is it? PNT is a network-based IP VPN solution based on MPLS (Multi-Protocol Label Switching), which provides an inherent security level over the AT&T IP backbone. It is implemented based on IETF RFC 2547, a IP VPN technology which separates VPN traffic from all other traffic by provisioning separate routing tables in network edge routers. PNT customers are assigned a unique VPN ID (label) during provisioning, which is added to their data packets as they enter the AT&T IP backbone. These labels are removed as the data packets reach their destination so that the customers router may read the data. Additional Information HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/PNT_COS/PNT%20Fact%20Sheet.pdf"PNT Fact Sheet  HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/PNT_COS/COS%20FAQ.doc"PNT/COS FAQs  HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/PNT_COS/ACC%20Business%20PNT%20Proposal.doc"Private Network Transport (PNT) Proposal MIS Access Redundancy Options (MARO) What is it? MIS Access Redundancy Options optimize the performance of multiple dedicated Internet circuits as well as eliminate single points of failure. Agents should contact ACCBusiness Technical Sales to determine the appropriate redundancy solution. Three options are available: Backbone Node Redundancy: With Backbone Node Redundancy a group of circuits terminate on one or two different Customer Routers (CR) and two different Access Routers (AR) located within two geographically separate AT&T IP Backbone Nodes. This option provides a logical redundant path, a redundant CR connection (if two CRs are used), a redundant AR connection and a redundant AT&T IP Backbone Node connection to help eliminate the single point of failure for the circuit, Customer Router Access Router, and the Backbone Node. The bandwidth of each link can be different. Standard pricing for each link is based on bandwidth, CPE LAN requirements (for MIS with Managed Router customers) and transport used. Private Line access for the redundant link and CPE memory upgrades will be supported; additional charges apply. Access Router Redundancy: With Access Router Redundancy a group of circuits terminate on one or two different Customer Routers (CR) and two different Access Routers (AR) within the same AT&T IP Backbone Node. This option provides a logical redundant path, a redundant CR connection (if two CRs are used), and a redundant AR connection to help eliminate the single point of failure for the circuit, Customer Router and Access Router. The bandwidth of each link can be different. Standard pricing for each link will be based on bandwidth, CPE LAN requirements (for MIS with Managed Router customers) and transport used. Automatic Load Balancing: With Automatic Load Balancing, a group of circuits terminate on one or two Customer Router(s) and a single Access Router for the purpose of balancing the traffic across the circuits. This option provides a logical redundant path to help eliminate the single point of failure for the circuit only. The bandwidth of each circuit within the group must be the same. Standard pricing for each link will be based on bandwidth, CPE LAN requirements (for MIS with Managed Router customers) and transport used. Who to target Large business customers concerned about single points of failure. Content providers seeking efficient access, reach, high performance and a cost-effective redundant solution. Customer Benefits Reliable, redundant connections to the Internet Fast, automatic re-routing of traffic in the event of a link, access router or customer router failure Choice of link usage options to support traffic flow needs/customer applications ACCBusiness technical experts assist with traffic flow, load sharing, and BGP4 routing design and management - reducing the need for extensive in-house IT support. ACCBusiness is the single point of contact for a redundant solution, with a single contract and single invoice Additional Information NOT AVAILABLE WITH Ethernet Access. If NT1 access is desired, contact Technical Sales for assistance identifying the best configuration. Standard MIS Pricing applies to each link; additional charges apply for Private Line access on Redundant Link. HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/PNT_COS/MARO%20Price%20List%20Fact%20Sheet.pdf"MARO Price List Fact Sheet Cold Standby Router CPE Redundant Configuration What is it? CPE Redundancy Option provides a "Cold Standby" CPE configuration. The Cold Standby provides customers with a fully configured and tested AT&T MIS CPE router and CSU/DSU housed on the customer's premises. If the router and/or CSU/DSU fail, the customers central point of contact replaces the non-working CPE. This option is available only to MIS customers who elect to have their CPE provide by AT&T. Who to target All MIS and PNT with Managed Router customers Customer Benefits Faster replacement of CPE. A replacement CPE can be installed immediately, rather than waiting for one to arrive the next business day. Additional Information NOT AVAILABLE WITH Ethernet Access. Pricing on a MLPPP order would be for one Cold Standby Router. If additional Cold Standby Routers are needed for separate arrangements e.g., DS3, that would be priced separately. AT&T HYPERLINK \l "MIS_Access_Redundancy_Options"MIS Access Redundancy Options offer customers redundant solutions which can include redundant CPE. Consider proposing MARO, which provides automatic rerouting of traffic in the event of a failure in a link, an access router or the customer router. MIS Pricing Guide: HYPERLINK "http://marketing.web.att.com/oil/download?oilID=be628b7be8278"http://marketing.web.att.com/oil/download?oilID=be628b7be8278 CPE Redundant Configuration (cold standby) CPE Redundant Configuration NOT TO BE DISCOUNTED OR WAIVED (Field discounts are not available)T1: $120 NxT1: $350 T3: $540 OC-3: $2,435  Installation charges do not apply HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/mis/mis_pricelist.pdf"MIS Price List Fact Sheet Selling Strategy: Value Proposition ACCBusiness MIS is provided on the world-class HYPERLINK \l "AT_T_IP_Backbone"AT&T IP Backbone. Below are some benefits of MIS that you can use to beat competitors. Why ACCBusiness MIS? Reliability: ACCBusiness MIS runs over the superior HYPERLINK \l "AT_T_IP_Backbone"AT&T IP Backbone. Designed for speed and reliability, the AT&T IP Backbone includes alternate routes between nodes, redundant routers and emergency backup power supplies. Because AT&T owns and controls all of its IP network, core network and facilities, it can ensure high reliability and quality performance. Its easy to say youre the best, but ACCBusiness backs up their reliability claims with strong performance HYPERLINK \l "Service_Level_Agreements"Service Level Agreements. In addition, the HYPERLINK \l "MIS_Access_Redundancy_Options"MIS Access Redundancy Options  enable customers to scale up to even greater levels of reliability while leveraging their IP investment. Reach: AT&T is the Broadband backbone of choice, and has more cable subscribers supported directly on our backbone than any other provider in the World. ACCBusiness MIS customers can deliver optimized performance to those subscribers. Robust and Flexible. MIS meets customer business requirements with a comprehensive selection of HYPERLINK \l "Service_Types"Services Types, HYPERLINK \l "Standard_Features"Standard Features and HYPERLINK \l "Options"Optional Services. Customers may choose from a wide range of access speeds, 128 Kbps to 2.5 Gbps (OC48), and the following access methods: HYPERLINK \l "Digital_Private_Line"Digital Private Line HYPERLINK \l "Ethernet_Access"Ethernet Access Secure. MIS and the AT&T IP Backbone have been designed with a number of built-in HYPERLINK \l "Superior_Security"security features. For enhanced security, MIS offers HYPERLINK \l "Packet_Filtering"Packet Filtering to prevent unauthorized access to the customers internal network and to control authorized users access to customer-specified Internet sites Support. Along with end-to end connectivity MIS customers receive end-to-end support. Prior to activation of service, AT&T Customer Care and ACCBusiness CustomerCare and Technical Sales professionals are available to assist with the customer's network design and IP routing. Provisioning Technical Engineers provide HYPERLINK \l "Implementation_Support"Implementation Support as they move through the provisioning process. MIS customers with service problems may use either a 24-hour hotline or the HYPERLINK \l "Interactive_Advantage_E_Servicing"E-Servicing website. HYPERLINK \l "Network_Usage_Reports"On-line Usage Reports help customers with managing existing service and planning for their future service needs. Targeting Criteria MIS is appropriate for businesses that want managed, dedicated high-speed Internet Access. Business NeedApplicationsIndustry ExamplesBusiness or Technical Buyer?Sales MessageExpand presence in Internet markets Reliable connectivity with compelling web contentYahoo, CNN, Lands EndBusinessUse the cable subscribers to demonstrate the value of our network to content providers.Extremely reliable Internet service.Dedicated Internet Access,Schwab, Pfizer, FidelityBusiness or technicalOffer MIS with MARO.Low Cost Managed Internet Solution Dedicated Managed Internet Access No internal IT personnelSchools (K12) Doctors OfficesBusinessOffer MIS with Managed Router.Handling Objections Objections occur in most sales situations. The following will help you get past the objections and make the sale. ObjectionResponseYoure too expensive. Does the cheaper priced alternative have a similar sized network, customer base and peering? If not, its performance will not be as good as AT&Ts. If the customer has any inclination to use the Internet for future applications (VoIP, MPLS, QoS, Video over IP), they need to be with a provider who will provide them in the future. We have the scale necessary to do the research and development to make these applications a reality and pass along the benefits to the customer where they may see cost reductions in other areas of their business. How do the cheaper vendors compare apples to apples? Have the customer look at the features of the competitors offers. Do those offers include all of the features that come HYPERLINK \l "Standard_Features"standard with our service? Are the competitors offering to supply and manage the CPE?I can get better service elsewhere. If the customer is eager to share content (website, streaming audio or video, etc.), the best possible performance will result if the end user and the content are on the same network or connected through preferred peering. We have THE MOST cable users on our backbone. To get the best performance to them (and they are the most valuable users on the internet), the content customer needs to put their content directly on our backbone. AT&Ts IP backbone is as complete and robust as any other providers, and will continue to reflect the quality and reliability for which AT&T is known. ACCBusiness and AT&T is proud providing outstanding service to our customers. Our staff of expertly trained Care agents are on duty 24 hours a day. They have the tools necessary to monitor and manage customers connections and to talk with customers personally should the need arise. Few, if any, backbone providers can even consider any personalized service on the level that AT&T does.You arent focused on the internet.ACCBusiness and AT&T has aggressively entered the internet industry with many services to support your growing needs. We also draw from our research, development and industry expertise gained through being a large company dedicated to all aspects of telecommunications. ACCBusiness is consistently ranked as a top sales channel, providing a unique combination of service and support built upon the AT&T network. AT&T is ranked either #1 or #2 by most leading analysts, depending upon the criteria being reviewed. These ratings reflect AT&T's commitment to the future of the internet. AT&T is committed to the future. By constantly investing and improving our IP Backbone, AT&T is positioned to meet your future needs as they arise.Im too small of a customer. I wont get enough support.ACC Business was founded to provide small to mid-sized businesses first-rate telecom services with dedicated customer service, all at a competitive price. ACCBusiness delivers straightforward telecommunications that small and growing businesses can rely on. In fact, with ACC Business, customer service means access to a real person in real time. Put that together with a suite of essential data and voice services and it becomes clear why small and mid-sized businesses across the country are joining ACC Business. AT&T has more people dedicated to developing, selling and supporting Internet services than any other company. And ACCBusiness provides additional support teams exclusively to ACCBusiness customers. For AT&T, all customers are created equally. Any call into our Care center is answered in the order in which it was received. It does not matter who the customer is on the other end.My current service meets my needs.What you do you expect your needs to be next week, next month, next year? If they change/grow/expand, can your current provider expand with you? Can they provide you the advances made by the industry as a whole? If not, you might want to consider making your next IP purchase with ACCBusiness and AT&T.I need 2 ISPs.Our current HYPERLINK \l "MIS_Access_Redundancy_Options"MIS Access Redundancy Option (MARO) affords you even better protection against failure than a multiple ISP offer. In fact, a recent article published out of the IETF states that multiple ISP connections are limiting the future of routing tables because of the strain put on them. Our MARO offer actually mitigates more of the most vulnerable single points of failure than having two separate ISPs. Market Trends Enterprise Market Fortune 500 customers continue to look for excellent reliability that can save money in other parts of their business. To respond to concerns about reliability, the MARO offer has become the gold standard to compete against any downtime. Media Market Customers who traditionally produce content, like motion picture studios and TV studios, need incredible amounts of bandwidth and distribution capability, that only a service like ACCBusiness MIS, based on the world-class, high quality IP backbone like AT&Ts can provide. Content Market Content Market customers have either their primary or secondary business on the web. These customers generate revenue through the web site and care very much about the performance of the network that they use. Thus, AT&T's end-user cable customer base is perhaps the most valuable asset in the industry. E-Commerce Market Companies who exist only as on the Internet have hit rough times. Those that survive the "Great Shakeout" will likely be around for a long time and will find increasing competition from the traditional retail market. Over time, these segments will likely merge into a single vertically aligned market where web storefronts will be combined with brick and mortar establishments along with distribution partners (like UPS for example) to form the new retail economy. Pre-sales Requirements Agent Checklist The following information must be gathered during the pre-sale process: Customer Contact Information: Company name Headquarters address Key decision makers name and phone number List of locations Street addresses Local contact name and phone number Technical Point of Contact (TPOC) name and phone number Customer Expectations Successfully selling MIS involves managing your customers expectations about installation intervals, exceptions and other issues that may arise. Agents must review the HYPERLINK "http://planner.bus.att.com/"Customer Expectations Document (CED) with the customer. The purpose of the CED is to appropriately set the customers expectations and to communicate the roles and responsibilities of ACCBusiness, AT&T, and the customer. Inform your customer that soon after contract approval, their Technical Point of Contact (TPOC) will receive and email with instructions for accessing the MIS Implementation Planner on-line. The Planner contains a list of questions that will be asked during their technical interview (if required). Using the CED and the Implementation Planner, your customer will be able to prepare for their interview with the Provisioning Technical Engineer. Customer Checklist Customers may need to participate in a technical interview with a Provisioning Technical Engineer (PTE) depending on the nature of their service configuration. They should prepare for the interview by reviewing the Technical Questionnaire provided in the Implementation Planner. After gathering data, the PTE will generate the Customer Confirmation Document (CCD). The CCD confirms the service-level details regarding the customers order. See the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/MIS%20Customer%20Confirmation%20Document.doc"Customer Confirmation Document Sample for details. Pricing, Promotions and Billing This page contains an overview of the pricing structure, promotions, and billing for AT&T Managed Internet Service. Pricing The price for MIS breaks down into the following basic elements: Contract Term: Contracts are usually one, two or three years. Service Type: Service types include MIS with Managed Router or MIS (with Customer Managed Router Access Speed: Prices increase with increased speeds. Options: Service options selected by the customer may increase monthly fees. Note 1: Standard MIS Pricing applies to MIS in the 48 Continental United States and Hawaii only. Standard MIS Pricing does not apply to MIS in Puerto Rico. Follow the link in "Pricing Tools" below to the MIS Pricing Documents. Charge CategoryCharge NameMIS ChargeDescriptionOne-Time ChargesMIS InstallationApplicable charge.On-site and/or Tele-installation are available.Local Access Circuit InstallationApplicable if the customer selects MIS.There is a separate charge for the local access circuit installation.MIS Options InstallationSome MIS options have a separate Installation Charge; most do not.Some MIS options have a separate Installation Charge; most do not.Fixed Recurring ChargesMIS PortMonthly Charge: Flat Rate BillingMonthly Charge: Flat Rate BillingLocal Access CircuitApplicable if the customer selects MIS.Monthly Charge Discounting MIS List Rates Agents can request special pricing from their Agent Manager as part of their solution. Promotions/Sales Campaigns See the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/Active%20Promotions%20Summary.pdf"Active Promotions Summary Pricing Process Access SIMPL (Sales Information Management and Pricing Link) at HYPERLINK "https://www.e-access.att.com/smart/"https://www.e-access.att.com/smart/ Pricing Resources Access SIMPL (Sales Information Management and Pricing Link) at HYPERLINK "https://www.e-access.att.com/smart/"https://www.e-access.att.com/smart/ Service Activation Fee: Includes technical interview, access line coordination, DNS registration, service testing, and equipment configuration (MIS with Managed Router only). In addition, working with the customer, the Network Operations Center (NOC) will conduct "cooperative testing" of the customers site to ensure that the customers on-site router can successfully communicate over MIS and the AT&T IP network. The cooperative test verifies the proper operation of the on-site equipment, the local access facility, and the access infrastructure. Service Activation does not include inside wiring. MIS with Managed Router customers have the option of Tele-installation or On-site installation (except for speeds of T3 and above where only on-site installation is available). If the customer selects tele-installation, the customer is responsible for unpacking and connecting the CPE, with telephone assistance from AT&T if required. With on-site installation, an authorized AT&T Service Technician will unpack, connect, and test the CPE and completes the cooperative testing with the NOC. Fees may be discounted or waivedgenerate best pricing through the SIMPL tool.MIS with Managed Router MIS with Customer Managed RouterPort SpeedTele-InstallOn-SiteTele-InstallOn-Site128 Kbps - 1.5 Mbps$1,000$1,000N/AN/AMLPPP NxT1 (3 to 12 Mbps)$2,500$2,500$2,500N/ATiered/Full T3N/A$1,000$5,000N/AOC-XN/A$10,000$10,000N/AEthernet*$1,500$1,500$1,500N/A* Tele-Install can be used for speeds 100 mbps and below if using electrical interface HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/mis/MIS_PriceList.pdf"MIS Price List Fact Sheet HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/mis/MISinPRPriceList.pdf"MIS in Puerto Rico Price List HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/ethernet/Eamis%20Price%20List.pdf"EaMIS Price List Fact Sheet HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/new/products/PNT_COS/PNT%20COS%20Price%20List.pdf"PNT/CoS Price List Fact Sheet  PNT Billing Policy: Visit the HYPERLINK "http://marketing.web.att.com/oil/AJAXservice.htm?ajax=Y&service=2155"PNT Home page Ordering Process Contact/Qualify Customer & Design ACCBusiness MIS Solution Delivery Sales Order Contract using the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/New/forms/ACC_MIS_PNT_Workbook%2009-30-10.xls"Automated Order Workbook Conversion /Dual Service approval is required if the customer already has MIS/PNT service with AT&T. Conversion requires the customer to disconnect AT&T service before ordering ACCBusiness service. Dual Service permits the customer to retain AT&T service while installing ACCBusiness service, and requires unanimous approvals by the Agent Manager, Sales Manager, and Sales Director. The Agent Manager must complete and submit to the Offer Manager an HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/Forms/ICB%20Request%20Form.doc"ICB Request Form, which contains the details of the Conversion/Dual Service request process. Close sale Submit appropriate paper work with customer signatures Submission of the order forms initiates customer credit review AT&T provides Customer with Customer Expectations Document - HYPERLINK "http://planner.bus.att.com/"Customer Expectations Document (CED) once order has been accepted. Customer record is established in OTIS IP issues order in CSM-IP (Customer Solution Manager-IP) IP to monitored order for jeopardy and final completion (may need to work with agent manager, agent to resolve issues) Profitec records are established once order completes MACDs (Moves, Adds, Changes, Disconnects) are permitted based upon the details of the changes desired and the existing service configuration. See the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/products/mis/MIS-PNT-MACDGuidelines-9-7-10.doc"MIS MACD Guidelines Document for details. Support Tier 1 Support: ACCBusiness CustomerCare: 1-888-286-2686. Mon-Fri 8am-8pm ET. Tier 2 Support: AT&T MIS Customer Care 24 hour Hotline: 888-613-6330. Step #1: Your first line of Product Support is the intranet at HYPERLINK "https://businesssolutions.web.att.com/sites/ACC-Business/default.aspx"https://businesssolutions.web.att.com/sites/ACC-Business/default.aspx All product & process related information is stored here including fact sheets, price sheets, and job aids. Also view our Web-Based Training modules that are narrated sessions created for new agent orientationsee the HYPERLINK "http://njb140srvr05.ugd.att.com/project1/accwebsite/NEW/training/sales/SMARTLSOEducationUserGuide_081710.doc"SMART/LSO Education User Guide. Step #2: Second Line of Product Support: Technical Sales Adam Land 845-374-4797 HYPERLINK "mailto:adamland@att.com"adamland@att.com Scott Hooper 925-823-6400 HYPERLINK "mailto:hoop@att.com"hoop@att.com Step #3: Second Line of Product Support: Offer Manager Marsha Gilbert: PNT, EaPNT, COS, MARO 816-995-4639 HYPERLINK "mailto:mg3424@att.com"mg3424@att.com      Page  PAGE 1 of  NUMPAGES 39 Last Updated 10/28/11 AT&T/ACC Business Proprietary & Confidential. 2011 AT&T Intellectual Property. All Rights Reserved. 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