The AT&T Business Service Guide is subject to change by AT&T from time to time. See for current version.

Transcription

1 Page 1 of 155 Section Effective Date: December 31, 2014 include audio, video and web conferencing services available in different service configurations. This Service Guide consists of the following parts: Service Description Pricing Country-Specific Provisions In addition, General Provisions apply. Service Description (SD) SD-1. General SD-1.1. Audio-Teleconference Bridge AT&T TeleConference Service furnishes Interlata and Intralata Business Long Distance Service telecommunications between two or more stations. Teleconference Service is available as a dial-out or dial-in service and as an operator-assisted or automated service by stations connecting to and from an Audio-TeleConference Bridge. The Audio-TeleConference Bridge provides the capability to establish a conference between multiple voice stations. The Audio-Teleconference Bridge can be utilized to establish either a dial-out or dial-in conference. A dial-out conference can be Host- Dialed or Operator Set-Up. Customers who subscribe to AT&T TeleConference Term Plans, AT&T TeleConference Volume Discount Plans or AT&T TeleConference Promotion Plans or who purchase AT&T TeleConference Services pursuant to AT&T Contract Service guides may elect the following call types: A dial-out conference can be Host-Dialed or Operator Set-Up. A dial-out, Customer-Dialed conference is provided on a demand basis. A dial-out, Operator Set-Up conference is provided on a reservation or a demand basis. The monthly recurring charge applies regardless of whether or not the Customer incurs any usage on the dedicated bridge port. Additional charges apply for calls placed using the dedicated bridge ports. SD-1.2. Bridge Arrangement All charges incurred for the Audio-TeleConference Bridge will be billed to the originating telephone number unless arrangements are made to bill charges to a credit card.

2 Page 2 of 155 During the conference, if all initially specified bridge ports are in use, and additional bridge ports are added, the chargeable time starts for each additional port when the port is added to the TeleConference. A fractional minute of use for the Bridge Port Usage Charge is rounded to the next highest whole minute. A TeleConference conference can be established either using Reservationless Service or by making a reservation. The Reservationless Service separately provides both Automated and Operator Assisted call types as well as toll-free dial-in, caller-paid dial-in, Customer dialed, and/or a combination of these access types. Reserved Service allows the Customer to setup a conference by making a reservation by calling a Customer Care Center or through the Internet Reservation System. An order for a bridge reservation may be changed or canceled at any time up to 15 minutes before the reservation start time. If a Customer with a bridge reservation using the toll-free or caller-paid access changes, cancels, or does not use the bridge and has not notified AT&T prior to 15 minutes of the reservation start time, the Customer will be liable for the Bridge Port Usage Charge for each port reserved up to a maximum of 30 minutes. In addition, the Customer is also liable for the nonrecurring setup charge. SD-1.3. Dial-Out Bridge Arrangement These additional Terms and Conditions apply to AT&T Dial-Out/Operator Assisted and to AT&T Dial-Out/Host Dialed Conference calls. Chargeable time will stop for a bridge arrangement which is ordered on a reservation basis at the end of the Customer requested reservation time, unless extended. If extended beyond the ordered TeleConference time, the chargeable time stops at the end of the requested extension or when all conferees hang up. Chargeable time will stop for all charges for bridge arrangements other than those ordered on a reservation basis when the conferee in control of the TeleConference sends a termination code and hangs up or, all conferees hang up. To determine the port minutes of use, multiply the number of bridge ports requested by the duration of the total TeleConference. Chargeable time for a TeleConference call begins when each available connection is established on the bridge. Chargeable time ends for any station on a TeleConference call when that station hangs up. SD-1.4. Operator Assisted Dial-In Bridge Arrangement Customers use operator assistance when conferees dial into the bridge. This call type can be initiated by either making a reservation or having Reservationless Operator Assisted Dial-In service setup for the Host in advance Reservationless Operator Assisted Dial-In is available to AT&T Customers, who have an AT&T TeleConference Service Plan. Reservationless Operator Assisted Dial-In allows the Host to use the same dial-in number and access code every time they need to initiate a conference call.

3 Page 3 of 155 Toll Free Dial-In, Caller Paid Dial-In, and Host Dialed are available for billing of Reservationless calls. Operator Assisted Dial-In and Reservationless Operator Assisted Dial-In conference calls require each participant to provide the following information as they dial-in: Name, Location, Participant Telephone Number, and/or Password. The Host can also request a Participant List during the Conference Call by using the touchtone command to immediately reach a Specialist or calling the TeleConference Customer Care Center after the conference call. (Participant lists are available 30 days after the conference call). SD-1.5. Automatic or Auto Toll Free Dial-In Option The Bridge Port Usage Charge will be billed for all bridge ports actually connected to a station on the TeleConference. To determine the port minutes of use, add the duration of each conferee's time actually connected to the TeleConference SD-1.6. Automatic or Auto Caller Paid Dial-In Option Each conferee provides its own transport to the bridge, except for conferees added to the TeleConference call by the operator. The Bridge Port Usage Charges and the Nonrecurring Charges apply and in addition for conferees added to the TeleConference call by the Operator, the TeleConference transport Charges, Bridge Port Usage Charges and Set-Up Charge also may apply. To determine the port minutes of use, add the duration of each conferee's time actually connected to the TeleConference. SD-2. AT&T Executive TeleConference Services SD-2.1. AT&T Executive TeleConference Service AT&T Executive TeleConference Service (a.k.a. Executive Service) provides for a conference call to be established on an operator-assisted dial-in basis (toll-free and caller-paid) and by an AT&T operator on a dial-out basis between multiple voice stations. Executive Service provides a customized call reservation and call set-up process that includes, when requested by the conference originator, progress reports which provide information regarding the current status of the call, i.e., call start time, how the call is progressing, if someone drops off and reconnects and notification of call termination. Six Optional Features are included in the per minute rate: Participant List, Moderator Q&A, Participant Screening, Voting & Polling, Sub-Conferencing, Communications Line. AT&T actively monitors Executive Service to ensure a high level of service quality and reliability. The Customer can choose either online or offline monitoring. The online monitoring feature allows the operator to establish a voice connection with the conference and monitor the quality of the transmission on the call. Executive Service calls are confidential. Operators will not reveal information about any call, including the fact that the call occurred, to any unauthorized third party. The offline monitoring feature allows the operator to monitor the status of the call connections via a display of the conference ports used on that call. The operator is not a party to the call with off-line monitoring.

4 Page 4 of 155 An Executive Service call may be ordered on a demand or on a reserved basis. Prenotification to conferees of an Executive Service call is also available. All conference charges will be billed to the conference originator. Billing to a credit card is not available with AT&T Executive TeleConference Services. SD-2.2. AT&T Premier TeleConference Service Like Executive Service, AT&T Premier TeleConference Service (a.k.a. Premier Service) provides for a conference call to be established on an operator-assisted dial-in basis (toll-free and caller-paid) and by an AT&T operator on a dial-out basis between multiple voice stations. The per minute rate for Premier Service is lower than Executive Service because it does not include the six Optional Features. The customer may choose up to two of the six Optional features for additional per-participant fees (a flat rate charge per conference call applies for a Communications Line). Premier Service provides a customized call reservation and call set-up process that includes, when requested by the conference originator, progress reports which provide information regarding the current status of the call, i.e., call start time, how the call is progressing, if someone drops off and reconnects and notification of call termination. AT&T actively monitors Premier Service to ensure a high level of service quality and reliability. The Customer can choose either online or offline monitoring. The online monitoring feature allows the operator to establish a voice connection with the conference and monitor the quality of the transmission on the call. Premier Service calls are confidential. Operators will not reveal information about any call, including the fact that the call occurred, to any unauthorized third party. The offline monitoring feature allows the operator to monitor the status of the call connections via a display of the conference ports used on that call. The operator is not a party to the call with offline monitoring. A Premier Service call may be ordered on a demand or on a reserved basis. Prenotification to conferees of a Premier Service call is also available. All conference charges will be billed to the conference originator. Billing to a credit card is not available with AT&T Executive TeleConference Services. SD-2.3. AT&T Event TeleConference Service AT&T Event TeleConference Service (a.k.a. Event Service) provides for a conference call to be established on a dial-in basis (toll free and caller paid) with optional access code and by an AT&T operator on a dial-out basis to hosts and speakers only. Event Service provides a customized call reservation and call set-up process that includes, when requested by the conference originator, progress reports which provide information regarding the current status of the call, i.e., call start time, how the call is progressing, if someone drops off and reconnects and notification of call termination. AT&T actively monitors Event Service to ensure a high level of service quality and reliability. The Customer can choose either online or offline monitoring. The online monitoring feature allows the operator to establish a voice connection with the conference and monitor the quality of the transmission on the call. Event Service calls are confidential. Operators will not reveal information about any call, including the fact

5 Page 5 of 155 that the call occurred, to any unauthorized third party. The offline monitoring feature allows the operator to monitor the status of the call connections via a display of the conference ports used on that call. The operator is not a party to the call with offline monitoring. Event Service may be ordered on a demand or on a reserved basis. Pre-notification to conferees of an Event Service call is also available. All conference charges will be billed to the conference originator. Billing to a credit card is not available with AT&T Executive TeleConference Services. SD-2.4. AT&T Event Deluxe TeleConference Service AT&T Event Deluxe TeleConference Service (a.k.a. Event Deluxe) provides for a conference call to be established on a dial-in basis (toll free and caller paid) with access code and PIN validation for both Host and Participants. The per minute rate for this service includes Participant List, Moderator Q&A, and Voting & Polling. Pre-Registration of Participants at is required for all calls. Customer is able to preview Participant Pre-Registration via the web. Event Deluxe provides a customized call reservation and call set-up process that includes, when requested by the conference originator, progress reports which provide information regarding the current status of the call, i.e., call start time, how the call is progressing, if someone drops off and reconnects and notification of call termination. AT&T actively monitors Event Deluxe to ensure a high level of service quality and reliability. Online monitoring allows the operator to establish a voice connection with the conference and monitor the quality of the transmission on the call. Event Deluxe calls are confidential. Operators will not reveal information about any call, including the fact that the call occurred, to any unauthorized third party. Event Deluxe is available on a reserved basis. All conference charges will be billed to the conference originator. Billing to a credit card is not available with AT&T Executive TeleConference Services. SD AT&T Crisis Management Service - Basic Option AT&T TeleConference Services will lease dedicated ports to companies requiring emergency conferencing capabilities in the event of a crisis or disaster. These ports can be accessed instantly and without a reservation. Customers receive assigned numbers and dedicated access codes to initiate a conference call. Customers can subscribe for 10 to 140 ports. Ports must be ordered in blocks of 5. The ports can be partitioned to support multiple conferences. Availability is on a month-to-month basis for a minimum of one month. Customers may change or cancel their Crisis Management Service by providing AT&T with at least 30 days written notice. Usage charges associated with Toll Free or Caller Paid Dial-In Services, when activating the Crisis Management Ports, will be based on the AT&T TeleConference Services Pricing Plan in effect at the time.

6 Page 6 of 155 SD-3. AT&T Connect - Enterprise Edition (Grandfathered)* *AT&T Connect Enterprise Edition is no longer available to new subscribers or Customers. No new order, adds or changes for the Service will be accepted after October 1, AT&T Connect Enterprise Edition is a data conference service which enables Customers to present, collaborate, share files/applications, and modify documents via the Internet and video conference through a desktop, laptop or workstation computer. AT&T Connect Enterprise Edition can be used alone or in conjunction with certain other telephony services provided by AT&T and (under certain conditions) by other providers. End User License Agreements (EULAs) Subject to the Customer s Service Agreement s provisions for international use, if applicable, the Service is subject to the terms and conditions of the AT&T Connect EULA, which may be viewed at Customer and Customer s End Users are required to accept the terms and conditions of the AT&T Connect EULA prior to download and use of the application and must accept such terms in order to use the Service. Customer is responsible for ensuring End User compliance with the AT&T Connect EULA. Please note that Customer must advise AT&T at least 10 days prior to any Event that Customer believes will have more than 750 participants. AT&T reserves the right to reschedule any such Event, depending upon available capacity. AT&T Connect Enterprise Edition is distinguished from AT&T Connect Integrated Edition by the following features, among others: Offered on an integrated platform and offers video, voice and data capabilities which can be used to host Events with more than 125 participants, Offered on a hosted or Customer premise-based option, Available on a Perpetual License with Annual Subscription basis. AT&T Connect Enterprise Edition is designed to be flexible and is offered under several service models. Cost Per Minute Model This is a hosted version of the Service for which a Customer pays on a per minute of use basis. The Cost Per Minute Model includes standard technical support (available 24 x 7 x 365) at no additional charge. The Cost Per Minute Model includes the use of the AT&T Connect Expressway (a network of real-time communication servers in various nodes worldwide). Subscription Model: this is a hosted version of the Service for which a Customer pays a monthly fee determined by the number of Named Users designated by the Customer. The Subscription Model includes standard technical support (available 24

7 Page 7 of 155 x 7 x 365) at no additional charge. The Subscription Model includes use of the AT&T Connect Expressway (a network of real-time communication servers in various nodes worldwide). Perpetual License with Annual Subscription Model This is a Customer premise-based version of the Service under which a Customer pays a non-recurring Software Licensing fee determined by the number of Registered Users designated by Customer. Maintenance and Support services for the Service are provided at no additional charge during the first year. Thereafter, the Customer will be billed an Annual Subscription fee, which will include Maintenance and Support services. The Perpetual License with Annual Subscription Model does not include the use of AT&T Connect Expressway unless it is specifically provided for under the terms of the Customer s Service Agreement, which will establish the prices, terms and conditions for use of the Connect Expressway. The Perpetual License with Annual Subscription Model does not include Tier 1 technical support, but does include Tier 2 technical support. The Perpetual License with Annual Subscription Model also includes the functionality of the Telephony Integration Software License, more fully describe immediately below, and, when requested by Customer, the functionality on an AT&T Connect Communications Center (ACC). Hybrid Model This is a version of the Service whereby a Customer who obtains the Service under one of the hosted models (the Cost Per Minute Model or the Subscription Model) also obtains a separate, Customer premise-based Data and/or Telephony Integration Software License which, when deployed with a Customer s Private Branch Exchange (PBX), allows the integration of the Service with the functionality of the PBX. The price of the Integrated Telephony Software License (ITS) may be assessed as a one time software licensing fee or as provided in Customer s Service Agreement. (Installation may require Professional Services which will be provided at an additional charge). Maintenance and Support associated with a one time software license will incur additional charges. The ITS Hybrid Model software deployed on the Customerpremise is Customer managed and supported (Customer is expected to perform, for example, monitoring, reaction to alarms, triage of the issue and basic trouble shooting). AT&T will provide support where the service issue has been isolated to the AT&T Connect Hybrid software application. Customer will report such issues to the AT&T service desk. SD-3.1. Service Definitions SD AT&T Connect Communication Center (ACC) AT&T Connect Communication Center (ACC) means the Event and User management server established by AT&T to support AT&T Connect Enterprise Edition. SD Error Error means a verifiable and reproducible Software problem or user documentation error, which causes a failure of AT&T s unmodified Software product to operate substantially in accordance with its end user documentation.

8 Page 8 of 155 SD Error Correction Error Correction means the use of commercially reasonable efforts to correct Errors using a Fix or Workaround. SD Event Event is a conference established through the use of the Service. An Event cannot exceed 1,500 participants, including the initiator of the Event (i.e., a Registered User). SD Fix Fix means the repair or replacement of the Software to remedy an Error. SD Guest User Guest User is a participant who is invited to participate in an Event by a Registered User. SD ITS-VoIP Call ITS-VoIP Call means calls that utilize the AT&T Telephony Software integrated with the Customers PBX or IP-PBX. SD Named User Named User means a Registered User authorized to initiate an Event under the Subscription Model. A Named User may host an unlimited number of Events annually, but only one (1) Event simultaneously. SD Registered User Registered User means a user authorized to initiate an Event. SD Software Software means the specific object code modules provided in conjunction with the Service, including any related modules, error corrections and updates thereto. Any Software used with the Service will be governed by the written terms and conditions applicable to such Software. The Title to Software remains with AT&T or its supplier. Customer must comply with all such terms and conditions and they take precedence over any agreement or this Service Guide as to such Software. SD Voice over Computer (VoC) Call Voice over Computer (VoC) Call means a call placed by a Registered or Guest User for conferencing only through a soft-phone enabled desktop, laptop or workstation computer. AT&T does not guarantee availability of VoC capability in connection with the service. VoC capability will be provided on a best efforts basis only. When using the Service, Customer represents and warrants to AT&T that VoC capability will only be used by Registered Users and Guest Users in a manner consistent with all applicable laws and regulations. Use of the VoC capability in violation of such applicable laws and regulations is strictly prohibited.

9 Page 9 of 155 SD Workaround Workaround means a modification or patch of the Software or a reasonable change in the procedures followed or data supplied by Customer, which may be of a temporary or interim nature, to help avoid an Error without substantially impairing Customer s use of the Software. SD-3.2. Feature Description An Event is initiated by a Registered User (who, under the Subscription Model, is known as a Named User). During the Event, AT&T Connect Enterprise Edition provides a wide spectrum of features and functionalities designed to enhance the productivity of participants in the Event. Application Sharing During an Event, participants can Upload, present, and distribute files (including PowerPoint presentations, along with builds and transitions) Share a live application Conduct polls Conduct a live Web Tour Shared Whiteboard The Shared Whiteboard function allows Event participants to view materials loaded by a Registered User or Guest User, including Web sites, spreadsheets and PowerPoint files. Integrated Audio: Dial-In and Active Talker Participants can join an AT&T Audio TeleConference from within the AT&T Connect - Enterprise Edition Event. Once initiated, the audio is linked to the appropriate Registered or Guest User, and a status indicator shows who is actively speaking. Public and Private Chat Users can send messages to all participants or privately to selected participants. Polling The Registered User can create survey online, poll participants, immediately receive tabulated results, and optionally share those results with the participants. The survey can be either yes/no or multiple choice. Emoticons, Raise Hand and Step Out Indicators Participants can express their emotions graphically using a range of emoticons from a dropdown palette. Web Tours with Annotation

10 Page 10 of 155 The Registered User can navigate the Web to present (and optionally) share Web sites with participants. SSL Encryption AT&T Connect - Enterprise Edition uses 128-bit SSL Encryption to help ensure each Event is secure. VoC Calling VoC Calling is provided on a best efforts basis only. VoIP ITS-IP Calls Provided that the Customer has the appropriate Customer Premise Equipment and Software License, Registered and Guest Users may place VoIP calls through the ITS-IP Software during an Event. Server Side Recording The Customer may record an Event for future playback. Recording will reside on recording servers and be handled as Customer Content. Video Provided that the Customer has the appropriate Customer Premise Equipment, Registered and Guest Users may use desktop video within an Event as determined by the Customer Administrator. SD-3.3. Billing and Certain Terms and Conditions for the Models Customer shall be responsible for payment of Register Users use of the Service, for enforcement of maximum Registered User restrictions and compliance of Registered Users with the applicable licenses. Each of the Models of the Service has its own method of billing, along with certain other unique terms and conditions which are indicated below: SD Cost Per Minute Model Under the Cost Per Minute Model, the Registered User initiating an Event will be responsible for the cost per minute per person as specified in the Customer s Service Agreement. The rate is applicable to Registered Users as well as all Guest Users. For example, if a Registered User hosts an Event with eleven Guest Users lasting an hour, the charge would be 12 (the number of Registered and Guest Users) * 60 (number of minutes for the Event) * $0.14 (the cost per minute for this example) = $ These charges are exclusive of the charges for the use of an audio bridge, if any. SD Subscription Model The Subscription Model is available for Customers choosing a term for the Service greater than one year, unless otherwise agreed in writing by AT&T. The Subscription Model requires the identification of specific Registered Users by Customer. The Subscription pricing model refers to each Registered User as a Named User. Under the Subscription Model, Customer will be billed on a monthly basis based upon the number

11 Page 11 of 155 of Named Users identified in Customer s Service Agreement (and as may be modified from time to time by Customer pursuant to processes and procedures established by AT&T) at the rate specified in the Customer s Service Agreement. Following a ramp up as may defined in the Customer Agreement, Customer will be responsible for the minimum number of Named Users for the term of the Customer Agreement, even if actual Named Users are less than the minimum number of Named Users. Named User accounts are individualized and must be assigned by Customer to a specific individual, identified by a unique address, who is Customer s employee, affiliate or contractor. Named User accounts may not be assigned to a description of a generic nature or a group of individuals. For example, John Smith, Finance Director is an appropriate designation for a Named User; Finance or Finance Director is not. Only the Customer s employee or contractor who is assigned to a specific Named User account may host an Event using such Named User s account. Customer is responsible for terminating an individual s Named User status once that individual ceases to be Customer s employee or contractor. Upon termination of an individual Named User s status as an employee or contractor, Customer may reassign and/or transfer the Named User designation to another employee or contractor. No other reassignment and/or transfer of Named User status from one individual to another is permissible. Customer shall identify those persons designated to be Named Users on a registration list (the List ). Customer will take reasonable efforts to keep the List current at all times. AT&T will have the right to invoice Customer for the number of Named Users identified in the Customer s Service Agreement, regardless of whether Customer has actually designated a sufficient number of such persons to be Named Users. The number of Named Users specified in a Customer s Service Agreement may only be modified in a manner designated by, and acceptable to, AT&T. Customer agrees that AT&T may examine Customer s records (including, but not limited to, the List and affiliated usage reports) relating to number of Named Users purchased under Customer s Service Agreement in order to verify that Customer s use and payment for the Service is consistent with the terms and conditions of Customer s Service Agreement. Any such examination shall be conducted during normal business hours and at AT&T s expense. If the examination discloses that Customer s usage of the Service exceeds the number of Named Users under Customer s Service Agreement, then AT&T may bill Customer for the number of Named Users in excess of those set forth in Customer s Service Agreement. AT&T may also charge Customer for any Named User accounts reassigned and/or transferred in a manner other than that permitted in this Service Guide. SD Perpetual License with Annual Subscription Model Perpetual Annual License with Annual Subscription Model includes the grant of a limited, non-exclusive License for use of the Service Software and, as an option, unlimited VoIP conferencing (which requires integration between the Service and the Customer s voice PBX or IP-PBX infrastructure). The price for the first year of the Service is determined by the number of Registered Users multiplied by the fee set forth in Customer s Service Agreement. Maintenance and Service charges after the first year shall be assessed

12 Page 12 of 155 based on the number of Registered Users multiplied by the fee set forth in Customer s Service Agreement. This model requires that the Software reside on the Customer s premise. Should Customer s usage exceed the number of Registered Users, Customer shall also pay the per-user fee specified in the Customer s Service Agreement multiplied by the number of users by which Customer exceeds the number of Registered Users. Customer agrees to provide AT&T a report or allow AT&T to examine Customer s records (including, but not limited to, the ACC List of Registered Users and affiliated usage reports) relating to number of Registered Users purchased under Customer s Service Agreement in order to verify that Customer s use and payment for the License is consistent with the terms and conditions of Customer s Service Agreement. Any such examination shall be conducted during normal business hours and at AT&T s expense. If the examination discloses that Customer s usage of the License exceeds the number of Registered Users under Customer s Service Agreement, then AT&T may bill Customer for the number of Registered Users in excess of those set forth in Customer s Service Agreement. The Perpetual License does not necessarily include access to the AT&T Connect Expressway; access to, and use of, the Connect Expressway will be at the prices, terms and conditions set forth in Customer s Service Agreement. SD Hybrid Model The Hybrid Model is available to Customers utilizing the Cost per Minute Model or the Subscription Model. Billing will be based upon the pricing for the Customer s chosen hosted Service, plus a one time software license fee or as provided in Customer s Service Agreement. Installation of the Software is not included in the fees set forth above and will be billed as Professional Services. Other applicable charges and licensing fees will be as set forth in Customer s Service Agreement. SD-3.4. AT&T Connect Web Software Support Major upgrades are announced to Customers in advance. Any updates and upgrades are made to the currently released version of the Software. During the term of the Customer s Service Agreement, Customers are entitled to receive Updates and Upgrades, if any, which AT&T makes generally available, to its Customers with effective Maintenance and Support Agreements. For purposes of this Customer s Service Agreement, Updates(s) means any error corrections, bug fixes, modifications or enhancements to the Software made generally available by AT&T to its Customers, which are indicated by a change in the third numeric identifier for the Software [such as the Z in AT&T X.Y.Z], or any other error corrections, bug fixes, modifications or enhancements of the Software. Upgrade(s): means a release, function or version of the Software if and when generally made available by AT&T, which contains new features or significant functional enhancements to the Software, and which is indicated by a change in the first or second numeric identifier for the Software [such as the X or Y in AT&T X.Y.Z]. Customer understands that additional work will likely be required in order to ensure that any previous Professional Services Integration work continues to work with the AT&T Software either due to an Upgrade or Update of the AT&T Software or due to changes in the integrated front/back end systems. A separate Statement of Work (SOW) will be prepared for Customer for such work.

13 Page 13 of 155 SD-3.5. Regularly Scheduled Maintenance Window AT&T regularly schedules maintenance for the Service between the hours of 9:00 p.m. Friday and 3:00 a.m. Saturday Eastern Time in the United States. During this time, Customer may experience delays or temporary lack of service. SD-3.6. Technical Support As part of the Service, and at no additional charge, AT&T will provide the following standard technical support for Cost Per Minute Model and Subscription Model Customers only: assistance with initiation of the Service (more fully described below); assistance with event entry; assistance with dial-in; assistance with Event creation; answering basic how-to questions; assistance with issues during Events; provision of a Help Desk for the intake of various technical issues. Support beyond the services set forth above is not part of standard technical support. Technical support is provided in English only. Notwithstanding anything herein to the contrary, Customers with the Perpetual License with Annual Subscription Model shall furnish their own Tier 1 technical support. Customer is responsible for designing a point-of-contact who will assume responsibility for managing the rollout of AT&T Connect within the Customer s organization. Customer is also responsible for cooperating in the completion of all activities related to initiation of Service. AT&T will designate a Delivery Manager who will facilitate AT&T internal tasks related to the initiation of the Service and offer guidance and best practices to the Customer s designated rollout manager during the initiation of the Service. AT&T may perform some or all of the activities related to the installation of the Service via web interface or documentation. Initiation of the Service for Customers with greater than 1,500 Registered Users must be arranged 10 days in advance of scheduled go live date. Activities related to the initiation of Service may include some or all of the following: Identified Key Project Tasks Schedule Kickoff Meeting Provision Service (bridge numbers, URL, etc.) based on contract Conduct Kickoff Meeting Simulate end-to-end user experience (demo) Provide AT&T Connect software modules Initial Host provisioning onto service Best practices and generic templates related to execution of Customer s end-user communication Program Project Closure and transfer to lifecycle model Customer is responsible for all other support of its Registered and Guest Users. If Customer chooses to establish its own helpdesk for its Registered and Guest Users, and Customer requests AT&T to train its helpdesk personnel, AT&T will provide such training

14 Page 14 of 155 services at an additional fee, on written terms and conditions agreeable to AT&T and Customer. SD-3.7. Training AT&T will provide Customer and Customer s Registered Users with training in how to use AT&T Connect - Enterprise Edition. Training will be conducted live via interactive Web at times established by AT&T. On demand training will also be provided. All training will be conducted, in English, through a host learning management portal, and may be password protected. The training will cover basic, generic AT&T Connect - Enterprise Edition operations. At Customer s request, AT&T may provide specially branded, customized, private or onpremise training beyond the scope of the standard available training. This type of training will be provided at additional cost, on written terms and conditions acceptable to AT&T and Customer. A signed Statement of Work is required before any such training begins. Additional project management and consulting services are available at additional costs, on written terms and conditions acceptable to Customer and AT&T. SD-3.8. Professional Services As an optional service, AT&T will provide Professional Services to Customer, which may include, but not be limited to: on-site Software installation; project management and/or consulting; user training; and integration with other systems. A separate Statement of Work may be used to detail out such Professional Services. Customer acknowledges that such Professional Services are not essential to the functionality and use of the Software. Customer will be solely responsible for completing all tasks that are reasonably required to prepare Customer s site and equipment for the performance of such Services by AT&T. From time to time, at Customer s reasonable request and subject to availability of AT&T s personnel, AT&T will provide to Customer at AT&T s then current consulting rates, additional consulting services with respect to the Software, subject to terms and conditions for Professional Services to be mutually agreed by the parties. The rates for such service may be set forth in Customer s Service Agreement. An initial estimate of such work is set forth in the appropriate Schedule at the indicated current daily rates (the Professional Services Payment ). If additional Professional Services are required by the Customer, such Professional Services will be invoiced on a time and materials basis after the initial Professional Services payment has been exhausted. Travel and living expenses incurred in connection with these Professional Services will be billed at actual. All Professional Services related invoices are due within thirty (30) days of the invoice date. Daily rate means an eight (8) hour workday. A project manager is necessary for at least 10% of the other consultant s time spent with Customer, regardless of the type and length of services to be performed. A separate Statement of Work (SOW) may be prepared either in addition to the above or in place of the above estimate that will more fully detail the Professional Services to be performed by AT&T for Customer.

15 Page 15 of 155 SD-3.9. AT&T Connect - Enterprise Edition Plugins AT&T Connect Enterprise Edition comes with plugins for Microsoft Outlook Lotus Notes and IBM Sametime. The plugins allow Registered Users to schedule, access and manage meetings directly from their calendars or, in the case of IBM Sametime, launch an AT&T Connect Event from an IM session. Support for IBM Sametime and Lotus Notes users is available on an individual case basis and may include additional charges. SD myat&t (for computer access) myat&t is a launchpad that installs automatically with the AT&T Connect Enterprise Edition Software. Accessed from its icon or the system tray of your computer, it allows users to launch ad-hoc meetings, invite others and view/manage their personal profile information (PC login, audio access information, personal meeting room ID). SD Use of Expressway Services Connect Expressway means the proprietary global data network associated with AT&T Connect which allows the Customer the ability to use the Software outside of their internal network. If AT&T, in its sole opinion, determines that Customer s use of the Expressway significantly exceeds the standard amount of usage expected for the Service, Customer shall: (a) reduce its usage of the Expressway to an amount designated by AT&T; (b) pay additional annual Expressway fees, and/or (c) change the deployment of its network servers on which the Software runs. SD Customer Responsibilities Customer is responsible for the installation, operation, maintenance, use and compatibility of Customer s equipment and software. In order for AT&T to provide the Service, Customer agrees to provide and have available the necessary hardware and network. Customer is also responsible for ensuring that all of Customer s users have installed and are using the latest versions, including but not limited to updates and upgrades, of all Software. Customer acknowledges that AT&T has no duty or obligation to support older versions of any Software; when AT&T chooses to support older versions for Customer premised based deployments, such support shall be limited to the one version immediately prior to the current version of the Software. Hosted Customers must be at the current version of Software. Customer acknowledges and agrees that use of the Software by its Registered and Guest Users (i.e. persons who use the Software modules known as the Participant Application and Web Participant Application to access Events) will be subject to minimum system requirements ( User Requirements ). User Requirements are subject to change. In the event Customer or any of its Registered or Guest Users do not implement any required updates and upgrades, Customer acknowledges that the Service may not perform at optimal levels. Customer s delay in implementing such User Requirements or in notifying its Registered or Guest Users of such User Requirements shall not excuse Customer s obligation to timely pay for the Service.

16 Page 16 of 155 Customer is responsible for protecting Customer s authorized access (including but not limited to any authorization codes issued to Customer by AT&T and any passwords established by Customer) to the Service. Customer is liable for any authorized or unauthorized use made with Customer s authorized access. Customer remains responsible for all Registered and Guest Users use of the Service. SD Content Content means information (excluding AT&T information) made available, displayed, or transmitted in connection with the Service, including all trademarks, service marks and domain names included therein, Customer and User data, and the contents of any bulletin boards or chat forums, and all updates, upgrades, modifications and other versions of any of the foregoing. As between AT&T and Customer, all Content submitted by Customer to AT&T in connection with the Service, whether posted by Customer or by third parties, remains the sole property of Customer. AT&T shall have the right to access Content in order to respond to service or technical problems. When accessing Content, AT&T shall take reasonable steps to minimize interference with Customer s use of the Content. Content will be automatically deleted from storage one (1) year following creation date. Certain Content may be retained for 30 days after the expiration of Service. Should Customer wish to retrieve any Content (if available) within thirty days after conclusion of Service, a fee may be imposed. Certain Content may be removed after 10 days following notice to Customer that it has exceeded its allowed storage capacity. AT&T assumes, and specifically disclaims, any further rights, duties or obligations pertaining to any Content. SD Excess Data Storage Fees AT&T restricts Customer s storage rights to a cumulative amount of 5 GB of content. In the event Customers exceeds 5 GB of storage space AT&T reserves the right to establish and impose charges for the amount of storage utilized by Customer in excess of 5 GB or remove exceeded storage capacity if Customer does not reduce capacity within 10 days following notification. Customers can provide an external hard drive onto which AT&T will download Customers stored data. Charges associated with moving data to Customer provided equipment will vary. Records of Events may be purged automatically after 6 months from the date of the Event or greater than 250,000 event records. This would include attendance data, access to old Event information. Customer should maintain records of Event information, if needed, after this timeframe. SD Recordings and Event Materials Access to Server-side recordings of live Events will be automatically removed after 1 year + 1 day from the date of the Event. Customer may download these recordings, keep local copies or edit them and post edited on-demand sessions on the AT&T Connect server.

17 Page 17 of 155 SD Telephone Access In those jurisdictions where it is available, Customer may purchase Telephone Access for use with the Service. If Customer has selected Telephone Access, the Telephone Access conference numbers may only be used by Registered Users and Guest Users to call into and participate in Events to which such users have been invited by a Registered User. All other uses of the conferencing number are prohibited. Customer is responsible for maintaining the security of the conferencing number and for all calls made using the conferencing number with or without Customer s knowledge or consent. AT&T will provide its standard invoice format to Customer at no additional charge, detailing the Telephone Access minutes used. Timing of bills will be rendered at AT&T s discretion, and not necessarily on a monthly basis. Any changes to the standard invoice format requested by Customer will be billed at AT&T s current professional services rates. The Toll-Free Telephone Access conferencing number(s) provided to Customer may or may not be available to international users, and who may or may not incur international calling charges from the carrier of the caller, depending on the country in which the caller is located. Cellular/mobile phone users using the Toll-Free Telephone or Caller Paid Access conferencing number(s) may be assessed additional charges by their applicable carrier. Partial minutes will be rounded up to the next whole minute. Use of the Caller Paid telephone number will be assessed a cost per minute by AT&T; participants in the Event may also be assessed additional calling charges by the telecommunications carrier used by the participant to access the Event. SD Delivery All Software licensed for installation at Customer s site will be made available to Customer by FTP download. The Software shall be deemed delivered to Customer upon the provision to Customer of an FTP download link for Software and accompanying password and ID. All Software that is hosted by AT&T Connect shall be deemed delivered to Customer upon the earlier of notice to Customer that the Software is available for access or upon Customer s access of the Software. Notice of availability for download or access shall include, without limitation, notices to a Customer designated contact or other Customer representatives. SD-4. AT&T Connect - Integrated Edition AT&T Connect - Integrated Edition is a network hosted web service. The service enables Customers to present, collaborate, share files and applications, and modify documents via the Internet and video conference through a desktop, laptop, or workstation computer or mobile device including compatible smartphones or tablets. The Service includes access to the AT&T Connect Expressway, a global network of AT&T Connect servers which provides enhanced quality for Customer's web conferences. AT&T Connect - Integrated Edition provides audio conferencing capabilities exclusively through integration of the AT&T Global Conferencing Service II Option described in section SD-11, Reservationless Automated Dial In (RADI) described in SD , Host Dial-Out described in SD and Operator Dial-Out described in SD

18 Page 18 of 155 End User License Agreements (EULAs) Subject to the Customer s Service Agreement s provisions for international use, if applicable, the Service is subject to the terms and conditions of the AT&T Connect EULA, which may be viewed at Customer and Customer s End Users are required to accept the terms and conditions of the AT&T Connect EULA prior to download and use of the application and must accept such terms in order to use the Service. Customer is responsible for ensuring End User compliance with the AT&T Connect EULA. AT&T Connect - Integrated Edition is offered under one of the following pricing models: Cost Per Minute Model This is a hosted version of the Service for which a Customer pays on a per minute of use basis. The Cost Per Minute Model includes standard technical support (available 24 x 7 x 365) at no additional charge. The Cost Per Minute Model includes the use of the AT&T Connect Expressway (a network of real-time communication servers in various nodes worldwide). Subscription Model This is a hosted version of the Service or which a Customer pays a monthly fee determined by the number of Named Users designated by the Customer. The Subscription Model includes standard technical support (available 24 x 7 x 365) at no additional charge. The Subscription Model includes use of the AT&T Connect Expressway (a network of real-time communication servers in various nodes worldwide). Hybrid Model- Integrated Telephony Software (ITS) This is a version of the Service whereby a Customer who obtains the Service also obtains a separate Customer-premise based Integrated Telephony Software License which, when deployed with a Customer s Private Branch Exchange (PBX), allows the integration of the Service with the functionality of the PBX. The price for the Telephony Integration Software License will be assessed as an addition to Subscription Named User pricing as provided in Customer s Service Agreement. Installation may require Professional Services which will be provided at an additional charge. Maintenance and Support associated with a one-time software license will incur additional charges. The ITS Hybrid Model software deployed on the Customerpremise is Customer managed and supported (Customer is expected to perform, for example, monitoring, reaction to alarms, triage of the issue and basic trouble shooting). AT&T will provide support where the service issue has been isolated to the AT&T Connect Hybrid software application. Customer will report such issues to the AT&T service desk. Hybrid Model -AT&T Connect Communications Server (ACS) This is a version of the Service whereby a Customer who obtains the hosted Service also obtains a separate Customer-premise based Data Software License which,

19 Page 19 of 155 when deployed, allows PC data to be sent through the ACS software. This allows for the consolidation of the data streams for premise-based participants joining the same conference and effectively reduces Internet/WAN bandwidth consumption at the Customer premise location(s) where the ACS software has been deployed. The ACS Software License is sold under a one-time software licensing fee as provided in Customer s Service Agreement or Statement of Work (SOW). Installation may require Professional Services which will be provided at an additional charge. ACS Hybrid Model software is Customer managed and supported (Customer is expected to perform, for example, monitoring, reaction to alarms, triage of the issue and basic trouble shooting). AT&T will provide support where the service issue has been isolated to the AT&T Connect Hybrid software application. Customer will report such issues to the AT&T service desk. SD-4.1. Service Definitions SD AT&T Connect Communication Center (ACC) AT&T Connect Communication Center (ACC) means the Event and User management server established by AT&T to support AT&T Connect - Integrated Edition. SD Error Error means a verifiable and reproducible Software problem or user documentation error, which causes a failure of AT&T s unmodified Software product to operate substantially in accordance with its end user documentation. SD Error Correction Error Correction means the use of commercially reasonable efforts to correct Errors using a Fix or Workaround. SD Event Event is a conference established through the use of the Service. An Event cannot have more than 125 participants, including the initiator of the Event (i.e., a Registered User or a Named User), unless otherwise specified by AT&T. SD Fix Fix means the repair or replacement of the Software to remedy an Error. SD Guest User Guest User is a participant who is invited to participate in an Event by a Registered User. SD ITS-VoIP Call ITS-VoIP Call means calls that utilize the AT&T Telephony Software integrated with the Customers PBX or IP-PBX. VoIP capability will be provided on a best efforts basis only.

20 Page 20 of 155 SD Named User Named User means a Registered User authorized to initiate an Event under the Subscription Model. A Named User may host an unlimited number of Events annually, but only one (1) Event simultaneously. SD Registered User Registered User means a user authorized to initiate an Event. Customer may permit Registered Users to: (1) access and use the licensed Software for the purpose of initiating and attending Events, in accordance with the terms this Service Guide and Customer s Service Agreement, and in the related user documentation; (2) access, download, use and reproduce the participant module for installation and use by Registered Users on any computer owned or controlled by Customer; and (3) authorize any third-parties to access, download and use such modules on any computer owned or controlled by such third-parties for use only with Events initiated by Registered Users; and (4) make a reasonable number of copies of the related user documentation that accompanies the Software. Customer will enforce restrictions for the number of Registered Users licenses in accordance with the Pricing Schedule. This encompasses keeping payment current to reflect the accurate number of registered hosts. SD Software Software means the specific object code modules provided in conjunction with the Service, including any related modules, error corrections and updates thereto. Any Software used with the Service will be governed by the written terms and conditions applicable to such Software. The Title to Software remains with AT&T or its supplier. Customer must comply with all such terms and conditions and they take precedence over any Customer s Service Agreement or this Service Guide as to such Software. SD Voice over Computer (VoC) Call Voice over Computer (VoC) Call means a call placed by a Registered or Guest User for conferencing only through a soft-phone enabled desktop, laptop or workstation computer. AT&T does not guarantee availability of VoC capability in connection with the service. VoC capability will be provided on a best efforts basis only. When using the Service, Customer represents and warrants to AT&T that VoC capability will only be used by Registered Users and Guest Users in a manner consistent with all applicable laws and regulations. Use of the VoC capability in violation of such applicable laws and regulations is strictly prohibited. SD Workaround Workaround means a modification or patch of the Software or a reasonable change in the procedures followed or data supplied by Customer, which may be of a temporary or interim nature, to help avoid an Error without substantially impairing Customer s use of the Software.