• AT&T BusinessDirect® for ACC Business
• SLAs (Service-Level Agreements)

At ACC Business, we make it our business to deliver reliable telecommunications services to small and growing businesses. Our association with the AT&T Global Network means our customers have access to the largest, most advanced and reliable telecommunications network in the world.

But reliable essential voice and data services aren’t all you get with ACC Business, you also get a host of additional features and benefits that separate ACC Business from other providers.

ACC Business provides the following AT&T BusinessDirect® applications to all AT&T Dedicated Internet as sold by ACC Business (ADI): Domain Name Service (DNS) Provisioning Tool, eMaintenance, Manage Contacts & eNotifications, and Network Usage Reports at no additional cost.  The benefits of these applications are:

• Domain Name Service (DNS) Provisioning Tool – Allows the ADI Customer to administer DNS changes without contacting Customer Care
• eMaintenance – Allows ADI and AT&T VPN customers to submit and track trouble tickets on-line
• Manage Contacts & eNotifications
• Network Usage Reports – Provides ADI and AT&T VPN customers with views of inbound, outbound, and average network traffic on a daily, weekly, or monthly basis

ACC Business offers the following essential AT&T BusinessDirect® applications to assist customers with the management of their ACC Business AVPN service:

• Ticketing/Trouble Ticketing
• eMaintenance and Manage Contacts & eNotifications
• Performance Reporting
  • View Business Reports and Information
  • View IP Network Usage Reports (for Usage Based Billing (UBB)/Hi Cap Flex)
  • View Global Performance Reports (GRP)
  • View and Analyze Inventory
  • View Enhanced Reports/Managed Enhanced Reports (CSU Probe) – available at an additional cost
• Network Management
  • View BusinessDirect Map (eMap)

In addition, the ACC Business Maintenance center offers live support 24 x 7.

Rest assured that the service quality you receive from ACC Business meets your high standards. If our network performance delivers less than our objectives, you can request a credit to your bill based on the interruption. For product specific SLAs please see the URL to the Service Guide on your Service Agreement.

Some key SLAs related to ADI are noted below, as an example:

The performance objective for the ADI On-Time Provisioning SLA for ADI Sites located within the US is for AT&T to complete installation of a Covered Access Arrangement at a Customer Site by the Due Date.

If AT&T does not meet this performance objective for a Covered Access Arrangement, Customer will be entitled to an ADI On-Time Provisioning SLA credit equal to one month’s discounted monthly recurring charge for the ADI Service Component(s) that is not installed on time, after the installation is completed.

The ADI On-Time Provisioning SLA does not apply to Service Components that are ordered on an expedited basis. AT&T provides the scheduled Service activation date to Customer after a Service Component is ordered. The scheduled Service activation date for a Service Component may change if Customer requests any change to a Service Component after ordering.

Our performance objective is for site availability of 100%, with time to restore of outages in less than 1 minute. If we don’t meet this objective in any given calendar month, you’re eligible to request a credit for each outage, equal to the product of your total discounted covered monthly charges for the affected ports by a percentage based on the outage duration.

Our performance objectives within and between network regions are:

• Data Delivery ≥ 99.95%
• Latency ≤ 37 ms
• Jitter ≤ 1.0 ms

If we don’t meet one these performance objectives, you’re eligible to request a credit equal to 1/30th of your total discounted covered charges for all ports in the affected regions for that month.

For additional SLA information see the Service Guide URL shown on your Service Agreement.

Credit requests are submitted by calling ACC Business Customer Care at 800-456-6000.