The following support is available:

• AT&T Tier 2 Network Support
• AT&T Tier 1 End-User Support (Optional)
• Network Monitoring

AT&T Tier 2 Network Support

• Tier 2 Support Center is the Single Point of Contact for the technical personnel whom you designate as your Customer Point of Contact (CPOC). Only your authorized CPOCs will be allowed to work with the Tier 2 center.

• The Tier 2 Support Center is available 7 days a week, 24 hours a day.

• The Tier 2 Support Center will handle all support functions for both the Remote Access network and AT&T managed equipment.

• The Tier 2 Support Center is equipped to handle all host/LAN site issues and will support companies who provide their own end user help desk function. If you choose to provide your own end user help desk, your support team may contact the Tier 2 Support Center if your users have problems with AT&T VPNS, and the Tier 2 Support Center will work with them to resolve the issue.

• The Tier 2 Support Center will also ensure that your support team clearly understands the resolution so that you can handle similar situations easily. Tier 2 Support Center is not staffed to accept calls directly from end users.

BACK TO TOP

AT&T Tier 1 End-User Support (Optional)

• AT&T's Tier 1 End User Support is provided through the AT&T VPNS Tier 1 End User Support Center (EUSC) and will serve as the single point of contact for all end users whose companies have purchased Tier 1 End User Support.

• End users will be given a single toll-free number to access the Support Center from within and outside the U.S.

• This service is available to your users 24 hours a day, 7 days a week.

• The 800 number will be dedicated to business users of AT&T VPNS and will be directed to a team of service associates who have the skills required to support remote access users.

• Issues outside of the end user environment, but within the Remote Access service boundaries, will be escalated to Tier 2 support for resolution. The Tier 1 EUSC associate will continue to manage the end user interface even when a trouble is escalated to Tier 2.

• Issues concerning non-AT&T application software or end user hardware will be handed off to your own help desk.

BACK TO TOP

Network Monitoring

• AT&T will provide monitoring of the network and equipment on a 24x7 schedule.

• AT&T will continuously monitor all AT&T provided routers; other equipment will be monitored when there is an indication of a transmission problem. AT&T will monitor, log, diagnose and isolate problems and then refer them to the appropriate AT&T Customer Care Center for resolution.

• The Network Operations Center uses SNMP-based software to monitor the performance of AT&T's IP network. This software is coupled with additional tools to monitor and proactively maintain non-SNMP equipment, authentication servers, domain name servers, NNTP news feeds, and other network services.

• The data lines that support AT&T Virtual Private Network Service are monitored 24 hours per day, 365 days a year, by AT&T's Network Operation Centers, and backed up by AT&T's FASTAR and FASTAR II auto-restoration systems to prevent network failures.

BACK TO TOP