In order to receive a credit under an MIS SLA, Customer must submit the credit request by e-mail to the AT&T SLA Administration Center at email@example.com by the end of the month following the month in which the provisioning was completed or the trouble was cleared.
For any calendar day, Customer may receive only one credit with respect to any particular Site for the MIS Service Availability SLA or MIS with VoIP Site Availability SLA. In addition, Customer may receive only one credit in any calendar month with respect to each of the MIS Latency SLA and the MIS Data Delivery SLA.
In any calendar month, Customer may receive no more than five credits with respect to any particular Customer Site with respect to all SLAs.
In any calendar year, Customer may receive no more than thirty credits with respect to any particular Customer Site for all SLAs other than the On-Time Provisioning SLA. Customer may not receive credits for both the MIS Time to Restore SLA and the MIS Service Availability SLA for a Site if AT&T's failure to meet both SLAs is attributable to the same Outage at the Site.
"Covered MIS Monthly Charges" for a Customer Site means:
• the monthly charges for MIS Ports at the Customer Site
• the monthly charges for CPE management at the Customer Site (for MIS with Managed Router only)
• the monthly charges for AT&T access circuits at the Customer Site (for Local Access Combo only)
"Outage" means an occurrence within the AT&T IP Network (and in the case of AT&T with Managed Router, the AT&T-provided dedicated access and/or the AT&T CPE) that is unrelated to the normal functioning of an IP network and that results in the inability of Customer to transmit IP packets. Measurement of Outage time begins when a trouble ticket is opened by AT&T Customer Care and ends when AT&T Customer Care makes its first attempt to notify Customer that the problem has been resolved and the Service Component(s) are available for Customer to use.
AT&T is not responsible for failure to meet an SLA resulting from:
• the conduct of Customer or others authorized by Customer to use MIS
• the failure or deficient performance of power, equipment, services or systems not provided by AT&T
• service interruptions, degradation or delays due to access lines or Customer Premises Equipment
whether provided by AT&T or others (except as specifically provided in a particular SLA)
• service interruption, degradation or delay during any period in which AT&T or its agents are not afforded access to the premises where access lines associated with the services are terminated or AT&T CPE is located
• service interruption, degradation or delay during any period when a Service Component is removed from service for maintenance or rearrangement purposes or for the implementation of a Customer order
• Customer's election not to release a Service Component for testing and/or repair and continued use of the Service Component
• Force Majeure Conditions
In addition, MIS SLAs do not apply (a) if Customer is entitled to other available credits, compensation or remedies under its Service Agreement for the same service interruption, degradation or failure, or (b) for interruptions not reported to AT&T, or (c) where Customer reports an SLA failure, but AT&T does not find any SLA failure.
|50.2 million access lines (*SBC-only access lines).|
|6.5 million DSL lines.|
Access to more than 18,000 Wi-Fi hot spots in 42 countries.
The new AT&T's global backbone network includes: