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AT&T Partner Exchange Service Guide
AT&T Colocation Hosting Services
Table of Contents
AT&T Colocation Hosting Services ............................................................................................ 4
Service Description (SD) ........................................................................................................ 4
SD-1. Colocation Hosting Service – Facilities, Power, Connectivity, and Security ............... 4
SD-1.1. Country/City Location of Internet Data Centers................................................... 4
SD-1.2. Hosting Infrastructure ......................................................................................... 5
SD-1.2.1. Hosting Infrastructure and Maintenance of Infrastructure ............................. 5
SD-1.2.1.1. HVAC .................................................................................................... 5
SD-1.2.1.2. Maintenance Support ............................................................................ 5
SD-1.2.2. Support for AT&T Supplied Infrastructure or Equipment ............................... 6
SD-1.2.3. Relocation of Equipment .............................................................................. 6
SD-1.2.3.1. AT&T Required Relocation .................................................................... 6
SD-1.2.3.2. Customer Requested Relocation ........................................................... 6
SD-1.3. Power ................................................................................................................. 6
SD-1.3.1. IDC Power Support ...................................................................................... 7
SD-1.3.2. Customer Ordered Power ............................................................................ 7
SD-1.3.3. Power Compliance Policy ............................................................................ 7
SD-1.4. Network Connectivity .......................................................................................... 8
SD-1.4.1. Front-End Network Connectivity ................................................................... 8
SD-1.4.1.1. Requirements for Front End Connectivity .............................................. 8
SD-1.4.1.2. IP Address Assignments........................................................................ 8
SD-1.4.1.3. Border Gateway Protocol Routing Services ........................................... 9
SD-1.4.2. Back-End Connectivity ................................................................................. 9
SD-1.4.3. AT&T VPN Service VLAN Cross-Connect Feature......................................10
SD-1.4.3.1. Single or Dual VLAN Cross Connects...................................................10
SD-1.4.3.2. VLAN Cross-Connect Committed Information Rate ..............................11
SD-1.5. Colocation Hosting IDC Security........................................................................11
SD-1.5.1. AT&T Security Policies................................................................................11
SD-1.5.2. Physical Security and Audits .......................................................................12
SD-1.5.3. Access List Management ............................................................................13
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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AT&T Colocation Hosting Services
SD-1.5.4. Vulnerability Scans .....................................................................................13
SD-1.5.5. Customer Audits .........................................................................................13
SD-1.5.6. Transmission or Processing of Data............................................................13
SD-1.6. Withdrawal of Service or Service Component ....................................................14
SD-2. Colocation Hosting Services and Service Component Types ...................................14
SD-2.1. Client Managed Hosting Service........................................................................14
SD-2.2. Client Managed Hosting Service Components...................................................14
SD-2.2.1. Space .........................................................................................................14
SD-2.2.1.1. Cabinets ...............................................................................................14
SD-2.2.1.2. Caged Space ........................................................................................15
SD-2.2.2. Customer Space .........................................................................................15
SD-2.2.2.1. Use of Customer Space........................................................................15
SD-2.2.2.2. Cabling Requirements ..........................................................................16
SD-2.2.2.2.1. Structured Cabling Solution ............................................................16
SD-2.2.2.3. Spare Equipment ..................................................................................16
SD-2.2.3. Improvement of Customer Space ................................................................16
SD-2.3. Remote Hands Service ......................................................................................17
SD-3. General Terms Applicable to Colocation Hosting Services .......................................18
SD-3.1. Colocation Hosting Ordering ..............................................................................18
SD-3.1.1. Customer Orders for Service or Service Components .................................18
SD-3.2. Termination or Cancellation of Service or Service Components ........................18
SD-3.2.1. Termination of Service or Service Components ..........................................18
SD-3.2.1.1. Notice Required for Termination of Service ..........................................18
SD-3.2.2. Cancellation of Service or Service Component(s) at an Internet Data Center
or other Site ................................................................................................................19
SD-3.2.3. Removal of Property ...................................................................................19
SD-3.2.4. Preservation of Data ...................................................................................19
SD-3.2.5. Disposal of Property ....................................................................................19
SD-3.3. Colocation Hosting Service Billing .....................................................................20
SD-3.3.1. Customer Delay of Service Activation .........................................................20
SD-3.3.2. Service Activation Date ...............................................................................20
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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AT&T Colocation Hosting Services
SD-3.3.3. Bandwidth Billing.........................................................................................20
SD-3.4. Customer-Owned Equipment at an IDC.............................................................21
SD-3.4.1. Moving, Packing of Customer-Owned Equipment at an IDC .......................21
SD-3.4.2. Colocation Hosting Shipping and Receiving at an IDC ................................21
SD-3.5. Equipment Purchase .........................................................................................22
Service Level Agreements (SLA) ...........................................................................................22
SLA-1. General Colocation Hosting SLA Terms .................................................................22
SLA-1.1. Definitions ........................................................................................................22
SLA-1.2. General Terms Applicable to SLA ....................................................................23
SLA-1.3. SLA Exclusions and Limitations .......................................................................23
SLA-1.4. SLA Claims ......................................................................................................24
SLA-1.4.1. SLA Claims Process..................................................................................24
SLA-1.4.2. SLA Claims Limitations .............................................................................24
SLA-2. Service Level Agreement Matrix .............................................................................24
SLA-3. Service Level Agreements .....................................................................................25
SLA-3.1. Network Availability — SLA for Client Managed ...............................................25
SLA-3.1.1. Description ................................................................................................25
SLA-3.1.1.1. Measurement Responsibility ...............................................................25
SLA-3.1.1.2. Service Level ......................................................................................25
SLA-3.2. Power Service Level Agreement – SLA ...........................................................27
SLA-3.2.1. Description ................................................................................................27
SLA-3.2.1.1. Measurement Responsibility ...............................................................27
SLA-3.2.1.2. Service Level ......................................................................................27
SLA-3.2.2. Exceptions ................................................................................................28
SLA-3.3. HVAC Service Level Agreement – SLA ...........................................................28
SLA-3.3.1. Description ................................................................................................28
SLA-3.3.2. Measurement Responsibility .....................................................................28
SLA-3.3.3. Service Level.............................................................................................29
Pricing (P) .............................................................................................................................29
P-1. AT&T Partner Exchange Colocation Hosting Services Pricing ....................................29
P-2. AT&T Partner Exchange AT&T Colocation Hosting Rate Card ...................................30
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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AT&T Partner Exchange Service Guide
AT&T Colocation Hosting Services
AT&T Colocation Hosting Services
Section Effective Date: 13-Dec-2013
AT&T Colocation Hosting Services provides data center space, power, cooling and connectivity
services in secure AT&T Internet Data Centers (IDC). AT&T Colocation Hosting Services is
client managed.
The Colocation Hosting Services Service Guide consists of the following Sections:

Service Description (SD)

Service Level Agreements (SLA)

Pricing (P)
As a condition of use or obtaining the Service, Customer shall comply with all rules, policies and
guidelines described in the AT&T Colocation Hosting Service User Guide, applicable IDC
“house rules” and other policies published or identified to Customer by AT&T.
In addition, specified portions of the General Provisions apply.
The General Provisions included on the AT&T Partner Exchange Program portal located at
https://www.att.com/partnerexchange/support/contractDocLibrary.jsp apply only to the
services covered by an AT&T Partner Exchange related Service Guide, and then only to the
extent that the individual AT&T Partner Exchange related Service Guide states that the General
Provisions apply.
AT&T reserves the right to change the provisions of this Service Guide at any time. This Service
Guide does not constitute an offer to sell.
The term “Customer” as used in this Service Guide means an AT&T Partner Exchange
participant or an End User Customer to the extent designated by an AT&T Partner Exchange
participant to perform certain functions described herein; provided, however, that no such
designation of an End User Customer to perform certain functions described herein by an AT&T
Partner Exchange participant shall relieve such AT&T Partner Exchange participant of any of its
duties or obligations hereunder.
Service Description (SD)
SD-1. Colocation Hosting Service – Facilities, Power, Connectivity, and Security
SD-1.1. Country/City Location of Internet Data Centers
Section Effective Date: 13-Dec-2013
AT&T provides Service at one or more IDCs in the following locations in the United States:
Annapolis, MD; Atlanta, GA; Boston, MA; Chicago, IL; Dallas, TX; Los Angeles, CA; Miami, FL;
the New York-New Jersey metropolitan area; Orlando, FL, Phoenix, AZ; San Diego, CA, San
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 5 of 30
AT&T Partner Exchange Service Guide
AT&T Colocation Hosting Services
Francisco, CA; San Jose, CA; Seattle, WA; Ashburn, Virginia. Service is provided using
Facilities, Network Connectivity and other infrastructure on an as available basis at AT&T IDCs.
Facilities include IDC Conditioned Space (raised floor space), including the AT&T monitored
infrastructure necessary to support using Conditioned Space in the IDC. Facilities also include:

Hosting Infrastructure and maintenance of Hosting Infrastructure

Power Availability

Network Connectivity

Physical Security
SD-1.2. Hosting Infrastructure
Section Effective Date: 13-Dec-2013
Service includes the building and deployment of Hosting Infrastructure. Building of Hosting
Infrastructure includes AT&T provision of the infrastructure required by Customer to deploy IPbased Equipment and Services within an AT&T IDC. AT&T will provide:

project planning and coordination to design and provide the required infrastructure;

acceptance of Customer-owned Equipment shipped to the IDC;

racking, stacking, and cabling of Equipment as agreed to by AT&T in the design;
SD-1.2.1. Hosting Infrastructure and Maintenance of Infrastructure
Section Effective Date: 13-Dec-2013
Service in IDCs includes HVAC and maintenance support of common infrastructure.
SD-1.2.1.1. HVAC
Section Effective Date: 13-Dec-2013
Computer Room Air Conditioning (CRAC) units are strategically placed in the IDC to control
ambient temperature. In a raised floor data center, the conditioned air is dispersed through the
air plenum and through the IDC using perforated floor tiles. In a non-raised floor data center,
conditioned air is dispersed using overhead ducting.
SD-1.2.1.2. Maintenance Support
Section Effective Date: 13-Dec-2013
Maintenance on common infrastructure (Network, Power, HVAC and physical facilities) is
performed on a routine or during schedule maintenance windows.
Maintenance on
infrastructure dedicated to Customer Space is on a scheduled basis.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 6 of 30
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AT&T Colocation Hosting Services
SD-1.2.2. Support for AT&T Supplied Infrastructure or Equipment
Section Effective Date: 13-Dec-2013
AT&T will notify Customer within forty-five (45) calendar days after AT&T becomes aware that
the maintenance of any AT&T provided Equipment or Software is no longer supported by its
manufacturer, or that repair parts and/or patches or upgrades cannot be reasonably obtained for
the Equipment or Software or another reasonably satisfactory maintenance provider is not
available to maintain the Equipment or Software (“Support Discontinuance”). AT&T will inform
Customer if the Service will be impaired by the Support Discontinuance and advise Customer of
alternatives to the continued use of the Equipment or Software impacted. If Customer does not
authorize AT&T to replace such Equipment or software after notice of Support Discontinuance
or otherwise make reasonable alternative arrangements within sixty (60) calendar days
following AT&T’s notice, AT&T shall not be liable for failure to meet an applicable Service Level
Agreements arising from the failure of Equipment or Software subject to the Support
Discontinuance.
SD-1.2.3. Relocation of Equipment
Section Effective Date: 13-Dec-2013
In certain circumstances, Equipment may be relocated from within or between IDCs.
SD-1.2.3.1. AT&T Required Relocation
Section Effective Date: 13-Dec-2013
Upon sixty (60) days’ notice to Customer (or, if an emergency requires, upon less notice as may
be agreed upon by AT&T and Customer), AT&T may require Customer (at AT&T’s sole
expense) to move and/or relocate Customer Equipment to alternative Space available at the
same IDC or to available Space at a different Data Center; provided, however, that the site of
re-location shall afford comparable environmental conditions and accessibility to Equipment and
shall be at the same rates, terms and conditions as applicable to Customer’s current Space.
SD-1.2.3.2. Customer Requested Relocation
Section Effective Date: 13-Dec-2013
Upon sixty (60) days’ notice by Customer to AT&T, Customer may request AT&T to move or
relocate Customer Equipment (at Customer’s sole expense) to other Space available at the
same IDC or to available Space at a different IDC; provided, however, that AT&T and Customer
mutually agree upon the rates, terms and conditions applicable to the Space to which
Customer’s Equipment is moved or relocated.
SD-1.3. Power
Section Effective Date: 13-Dec-2013
Service includes Power as available and subject to the limitations stated.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 7 of 30
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AT&T Colocation Hosting Services
SD-1.3.1. IDC Power Support
Section Effective Date: 13-Dec-2013
Each IDC is supported by Uninterruptible Power Supply (“UPS”) system. UPS systems receive
power from both a commercial power utility and standby generators. Each UPS system
conditions the power and feeds the conditioned power to redundant power distribution units
(“PDUs”). Within one minute of a commercial power failure, standby generators provide power
to the IDC. During the time between a commercial power failure and the provision of power by
standby generators, Power is supplied by a backup battery or equivalent system.
SD-1.3.2. Customer Ordered Power
Section Effective Date: 13-Dec-2013
Customer may order Power to support Equipment occupying Space at an IDC. Customer shall
comply with the following requirements when ordering Power Restrictions listed below:

The aggregate draw for power circuits ordered by customer shall not exceed ninety (90)
watts per square foot in the Customer’s cage area or, for standalone locking cabinets
outside of a Customer cage, shall not exceed 1.8 kilowatts per cabinet.

All Power circuits shall be ordered with one (1) primary and one (1) redundant circuit for failover per cabinet or rack.

All Power circuits shall be operated to draw less than or equal to eighty-percent (80%) of the
rated value of the Power circuit.
SD-1.3.3. Power Compliance Policy
Section Effective Date: 13-Dec-2013
AT&T will periodically review Customer usage of Power circuits (primary and redundant) to
verify that Customer is in compliance with the Power Restrictions. Upon notice by AT&T that
Customer is not in compliance with a Power Restriction, if Customer fails to cure noncompliance
within thirty (30) days of notice, Customer shall not be eligible for applicable SLAs for Power at
the Site. Additionally, at AT&T’s election, AT&T may:

discontinue or suspend the availability to Customer of the Remote Hands service at the
Customer Site;

suspend and/or terminate Front End Connectivity (Internet) to the Customer Site; and

impose the applicable Power Usage Charge described in the Power Usage Charge Table at
the Customer Site for each day that Customer continues to be noncompliant with the Power
Restriction.
AT&T Power Usage Charge Table
IDC Location
Power Usage Charge (per day)
United States
$500 US dollars
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 8 of 30
AT&T Partner Exchange Service Guide
AT&T Colocation Hosting Services
In addition to the other rights described herein, AT&T may terminate a Customer Site
immediately upon notice if Customer noncompliance with the Power Restrictions violates a
safety restriction or other regulation, is likely to cause harm or damage to AT&T’s network or
IDC infrastructure, or is likely to cause harm or adversely impact the use of AT&T Services or
the IDC by others parties.
If the Customer’s actual power requirement exceeds Power Restriction, then, where space is
available and subject to AT&T’s agreement, which shall not be unreasonably withheld,
Customer may purchase additional contiguous space to accommodate power consumption and
heat dissipation requirements.
SD-1.4. Network Connectivity
Section Effective Date: 13-Dec-2013
Network Connectivity is provided through a connection at the AT&T IDC network infrastructure.
Customer may order Front-End Connectivity (Internet access) or Back-End Connectivity (Private
Network).
SD-1.4.1. Front-End Network Connectivity
Section Effective Date: 13-Dec-2013
Front-End Connectivity provides Internet access using the AT&T Network. Connection to the
AT&T Network is via an Ethernet handoff from the IDC infrastructure. Customer is required to
provide or to order from AT&T all required Equipment and access facilities necessary to connect
Customer Equipment to the AT&T Network.
SD-1.4.1.1. Requirements for Front End Connectivity
Section Effective Date: 13-Dec-2013
The following requirements apply to orders for Front End Connectivity:

Customer may select single or dual Front-End Connectivity handoffs.

Subject to the limits of the Ethernet connection used, bursting is supported up to a maximum
of 50% over the Committed Information Rate selected by Customer.

When necessary to maintain network performance, AT&T may apply rate-limiting at the
Committed Information Rate plus 50%.
SD-1.4.1.2. IP Address Assignments
Section Effective Date: 13-Dec-2013
When Front End Connectivity is ordered from AT&T, upon request, AT&T will assign a standard
IPv4/28 external subnet which can be routed to the Internet. Upon request for IPv6 dual
stacking with IPv4, AT&T will also assign a maximum IPv6/64 external subnet which can be
routed to the Internet.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 9 of 30
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AT&T Colocation Hosting Services
SD-1.4.1.3. Border Gateway Protocol Routing Services
Section Effective Date: 13-Dec-2013
AT&T supports Border Gateway Protocol (BGP) Routing and multi-homing of Customer Internet
traffic through multiple ISP networks. Client Managed BGP Routing provides Customer with
configuration data to allow BGP peering.
SD-1.4.2. Back-End Connectivity
Section Effective Date: 13-Dec-2013
Back-End Connectivity provides cross-connect cabling between one cage demarc, such as a
carrier cage, and another cage or cabinet. Options include:
Back-End Connectivity
Description
Copper cross
Cross
Coax cross
Cross
Fiber cross
Cross
To obtain Back-End Connectivity, Customer shall order the required circuits from a provider (as
listed in the Back-End Service Provider Table). Customer is responsible for communicating the
correct US IDC demarc information to the provider and to AT&T.
Back-End Service Provider Table
US IDC
Service Provider
IDC Demarc
Ashburn, VA
AT&T, Verizon ILEC, Qwest, AboveNet
1st floor
Atlanta, GA (Lithia Springs)
AT&T, American Fiber Systems, Qwest
1st floor
Boston, MA (Watertown)
AT&T, Verizon ILEC, Verizon Business, Comcast
2nd floor
Chicago, IL (Lisle)
AT&T, Verizon Business
1st floor
Dallas, TX (Allen)
AT&T, Qwest
1st floor
Dallas, TX (Dallas)
AT&T,
AboveNet, Verizon Business, Time Warner
Telecom
1st floor Meet Me Room
1st floor
Irvine, CA
AT&T
1st floor Meet Me Room
Los Angeles, CA
(Hawthorne)
AT&T
1st floor
NYC, NY
AT&T, Yipes, AboveNet & Time Warner Telecom
16th floor
Mesa, AZ
AT&T,
Qwest, Cox & AboveNet
2nd floor
1st floor
Miami, FL
AT&T
1st floor Room 113
Orlando, FL
AT&T, Time Warner Telecom
1st floor
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 10 of 30
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AT&T Colocation Hosting Services
Back-End Service Provider Table
US IDC
Service Provider
IDC Demarc
Redwood City, CA
AT&T
Qwest
AboveNet
1st floor
2nd floor
1st floor
San Diego, CA
AT&T
use street address 5732 for IDC Bldg A;
use street address 5738 for IDC Bldg B.)
1st floor
1st floor
Seattle, WA (Lynnwood)
AT&T, Verizon ILEC, AboveNet
1st floor
Secaucus, NJ
AT&T, Verizon ILEC, Verizon Business,
AboveNet, Yipes, CableVision/Light Path,
Level 3
1st floor
San Jose, CA
AT&T
AT&T
1st floor, LNS Room 117
1st floor, SBC Room 124
Oak Brook, IL
AT&T
1st floor
Piscataway
AT&T
RCN Communications, Cablevision Light Path,
Level 3 Communications, Abovenet, Verizon
Business
3rd floor AT&T room
2nd floor Meet Me Room
Annapolis, MD
AT&T, Verizon, Level 3
Basement Telco Room
SD-1.4.3. AT&T VPN Service VLAN Cross-Connect Feature
Section Effective Date: 13-Dec-2013
The AT&T VPN Service VLAN Cross-Connect Feature (VLAN Cross-Connect Feature) provides
(in IDCs where supported) Layer 3 Ethernet cross-connection between a Customer Site at an
AT&T IDC and a Customer VPN on AT&T VPN Service. The VLAN Cross-Connect Feature
does not provide or include management of CPE required for the Layer 3 connection.
SD-1.4.3.1. Single or Dual VLAN Cross Connects
Section Effective Date: 13-Dec-2013
Single or dual VLAN Cross-Connect Feature connectivity is available (but no more than two
VLAN Cross-Connect Features are supported for each Customer Site ID). When two VLANs
are requested, failover is supported if Customer applies BGP Routing on Customer-supplied
routing equipment.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 11 of 30
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SD-1.4.3.2. VLAN Cross-Connect Committed Information Rate
Section Effective Date: 13-Dec-2013
A VLAN Committed Information Rate (CIR) with rate limiting is applied to the VLAN CrossConnect Feature. Bursting above the CIR is not permitted.
SD-1.5. Colocation Hosting IDC Security
Section Effective Date: 13-Dec-2013
AT&T operates its IDCs under policies and procedures that are designed to provide physical
and logical/IT security to AT&T infrastructure, facilities and systems.
SD-1.5.1. AT&T Security Policies
Section Effective Date: 13-Dec-2013
AT&T IDCs operate under AT&T-designated programs and processes designed to limit or
restrict access to systems hosting Customer data and applications. Access to AT&T
infrastructure used to provide Services is limited to those AT&T personnel who have a need for
access for the purpose of providing Services. AT&T maintains programs and processes under
which employees, contractors, and subcontractors are screened, trained on security policies
and made aware of their responsibilities with regard to AT&T and Customer information. AT&T
also maintains a comprehensive security program with the objective of broadly incorporating
security measures into all AT&T computing and networking environments. The following
sections list the security methods used by AT&T in the operation of AT&T IDCs and the
provision of Colocation Hosting Services.

Security Policy – AT&T security standards are internally reviewed, approved, published, and
communicated to employees and relevant parties responsible for supporting AT&T services
including AT&T Colocation Hosting Services.

Security Certification – AT&T has undertaken to obtain certain security-related certifications
for certain of the Services or Service Components (or features) described in this Service
Guide, including under ISO 27001, SSAE 16, and PCI. AT&T will provide validation of its
auditing results under these standards, where applicable, upon customer request.

Information and Media Handling – AT&T security standards specify the means and levels of
protection for information in transit or in storage with regard to the type of environment and
media and within each information classification. The standards also specify the
requirements for information destruction and media sanitization.

Physical Access Controls – AT&T maintains physical security practices that include the use
of physical monitoring and intrusion detection systems, implementation of locks and access
barriers, and screening access to facilities and equipment.

Logical Access Controls – AT&T maintains appropriate logical access controls that include
authentication of claimed identity (using means such as passwords, PINS or tokens),
periodic review of user IDs and accounts to verify continued business need, and
management of user privileges in accordance with job function and business need.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 12 of 30
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Password rules follow strict requirements, including a minimum number and type of
characters and uniqueness from previous user passwords, user name or dictionary words.

Network Perimeter Protection – AT&T employs firewalls that screen incoming and outgoing
traffic, and intrusion detection tools that detect unauthorized attempts to penetrate AT&T’s
global network. AT&T does not monitor individual customer connections for intrusions
except when part of a managed security service provided for an additional fee.

Workstation Security Management – AT&T uses a variety of processes and technologies
that include anti-malware protection and updates, personal firewall, operating system
hardening and updates, power-on passwords, password-protected keyboard or screen locks
that automatically trigger through inactivity, and full disk encryption where permitted by law
to protect sensitive information on portable assets.

Security Incident Management – AT&T uses a disciplined global process for the
identification of security incidents and threats in a timely manner to minimize the loss or
compromise of information belonging to both AT&T and its customers and to facilitate
incident resolution. AT&T 24 x 7 global network monitoring, and the AT&T threat
management platform and program provide real-time situational awareness and data
correlation that support active incident investigation and security event case management.

Monitoring – AT&T maintains security audit logs that record access attempts and other
security events. AT&T security administration limits user control over system security
functions to protect against tampering and unauthorized access.

Security Advisories – AT&T internally distributes security advisories that originate from
industry security organizations and equipment, software and systems suppliers. Each
security advisory is categorized, assigned a severity rating, and published by the AT&T
global security organization along with the timeframe within which AT&T will endeavor to
resolve the vulnerability in accordance with AT&T security standards.

Compliance – AT&T conducts regular tests to determine if security controls are maintained
and are functioning in accordance with policy. These initiatives include security status
checking and vulnerability testing and management.
SD-1.5.2. Physical Security and Audits
Section Effective Date: 13-Dec-2013
Physical security of AT&T facilities includes controlled access and egress doors, controlled
access permissions, Closed Caption TV (CCTV) and access request methods, and managed
key and/or access card plans for access control. AT&T performs routine scheduled security
maintenance and/or unscheduled security audits of all network connections on Equipment within
the Data Center used to provide the Service. AT&T will notify Customer in the event these
security activities interfere with normal Service operations.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 13 of 30
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SD-1.5.3. Access List Management
Section Effective Date: 13-Dec-2013
Customer is responsible for maintaining and updating the list (“Access List”) of persons or
personnel (other than AT&T personnel or AT&T subcontractors) authorized to have access to
Customer Space at the IDC. AT&T will only grant access to Customer’s Space to individuals
identified on the Access List. Changes to the Access List may be submitted to AT&T in writing
or through the AT&T BusinessDirect® Portal.
SD-1.5.4. Vulnerability Scans
Section Effective Date: 13-Dec-2013
AT&T may perform routine vulnerability scans and will notify Customer if a risk vulnerability
requires Customer’s immediate attention. Notice of such risk vulnerabilities may include a cure
period allowing Customer time to resolve the vulnerability. AT&T may suspend Service if
Customer is unable or does not cure the risk vulnerability in the allocated timeframe or if such
risk vulnerability may cause imminent threat or harm to AT&T’s Network or a use of AT&T’s
Services or Network by other persons.
SD-1.5.5. Customer Audits
Section Effective Date: 13-Dec-2013
Customer or Customer-sponsored third party audits of the Service, functions related to the
Service, or AT&T facilities are not permitted unless expressly authorized in writing by AT&T.
Customer may request an audit in writing to AT&T via Remote Hands ticket. All desired audit
points should be defined in the request for review. Customer is required to execute a separate
agreement with AT&T establishing the rates, terms and conditions under which Customer or its
third party auditor are entitled to audit a Service, functions related to the Service, or AT&T
facilities.
SD-1.5.6. Transmission or Processing of Data
Section Effective Date: 13-Dec-2013
In the course of providing the Service, Customer may use AT&T Facilities or the AT&T Network
to process or transmit information that includes proprietary or confidential information or data
that identifies persons or is personally identifiable information (e.g., name, address,
identification numbers etc.). Customer expressly authorizes AT&T to transmit data by (i) AT&T
(including its employees and subcontractors) around the world insofar as this is required to
perform the Service in accordance with this Service Guide and the Agreement and in
compliance with data protection rules applicable to the international transfer of personal data;
(ii) third parties who process proprietary, confidential or personal data on AT&T’s behalf as data
processors, in which case AT&T’s agreements with those third parties shall provide for the
protection of such data in accordance with applicable data protection rules; and (iii) to disclose
such information to upon government request (such as courts, law enforcement, or regulatory
authorities) where required by law.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 14 of 30
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When Customer provides AT&T access to information that includes personal or other sensitive
third party data for the purpose of having AT&T transmit such data, Customer confirms: (i)
Customer has the required legal authority and provided the necessary notice and obtained all
required consents to do so; and (ii) Customer will camouflage and/or securely encrypt such data
unless such encryption is not technically compatible with the Services provided so as to render
the data unreadable or indecipherable.
SD-1.6. Withdrawal of Service or Service Component
Section Effective Date: 13-Dec-2013
Notwithstanding that a Pricing Schedule may commit AT&T to provide a Service to Customer for
a Pricing Schedule Term, and unless applicable law or regulation mandates otherwise, AT&T
may discontinue providing a Service upon 12 months’ notice, or a Service component upon 120
days’ notice, but only where AT&T generally discontinues providing the Service or Service
Component to similarly-situated customers.
SD-2. Colocation Hosting Services and Service Component Types
SD-2.1. Client Managed Hosting Service
Section Effective Date: 13-Dec-2013
Client Managed Hosting Services provide Customer physical access to space (colocation) in an
AT&T IDC. Customer is responsible for managing Customer-owned equipment in the IDC. The
primary Service Components of Client Managed Hosting Services are Space, Power and
Connectivity delivered to the Customer in the IDC.
SD-2.2. Client Managed Hosting Service Components
SD-2.2.1. Space
Section Effective Date: 13-Dec-2013
Space is the conditioned area that includes the raised floor space, racks or cabinets, and/or
cage-enclosed area required to install and operate devices used by Customer at a Site. Space
may be ordered as lockable cabinets or caged Space.
SD-2.2.1.1. Cabinets
Section Effective Date: 13-Dec-2013
Cabinets are four post racks with lockable doors and side panels. Cabinets and may be located
inside or outside a cage. Cabinets have variable door and partition configurations. If deployed
inside a cage, side panels may be removed upon Customer request prior to installation. After
deployment a request to remove the side panels requires a change order and is subject to
additional charges.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 15 of 30
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SD-2.2.1.2. Caged Space
Section Effective Date: 13-Dec-2013
Caged space is comprised of a lockable mesh wall enclosing an area of raised floor space
where Customer’s Client Managed (and in some cases AT&T Managed) Racks and/or Cabinets
are located. Cage Space must be ordered in increments of 5 racks.

Racks - Racks are physical infrastructure used to install and support Customer equipment.
Customers may order two post racks or four post racks.

Two Post (Relay Rack) - A Two Post Rack has vertical cable Management included with
each rack. Two Post racks support a maximum of 600 lbs. loaded weight. Two Post Racks
do not have doors or sides and can only be used in the caged environment.

Four Post Open Frame - A Four Post Open Frame Rack is a four (4) posted rack that has
four vertical mounting rails. Four Post Open Frame Racks have square universal mounting
holes allowing different types of machines to be mounted in it. Four Post Open Frame
Racks do not have doors and can only be used in the caged environment.
SD-2.2.2. Customer Space
SD-2.2.2.1. Use of Customer Space
Section Effective Date: 13-Dec-2013
Customer shall keep the Space tidy and free of any debris and clutter and will maintain the
Space in compliance with any related IDC policies. Upon termination or expiration of Service,
Customer must leave the Space in as good condition; normal wear and tear excepted, as it was
at the Service Activation Date, and must remove any Customer Equipment and other Customer
property from the Space.
Customer will maintain and operate Equipment in a safe manner, and keep the Space and any
portion of the Facility it accesses in good order and condition. Customer Equipment shall not
pose any danger or hazard to the IDC or to employees (including subcontractors).
Customer agrees to use the common areas of the Facility only for the purposes for which they
are intended. Customer employees and agents are prohibited from bringing any harmful or
dangerous materials (as determined by AT&T in its sole discretion) into an IDC. Such materials
include, but are not limited to, wet cell batteries, explosives, flammable liquids or gases, alcohol,
controlled substances, weapons, cameras and video or voice recording devices. Customer
agrees that its employees and agents will not harm or attempt to breach the security of the IDC
or any third party system or network connected to the IDC or accessed by means of the Service.
Customer agrees not to alter, tamper with, adjust, or repair any equipment or property not
belonging to Customer.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 16 of 30
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SD-2.2.2.2. Cabling Requirements
Section Effective Date: 13-Dec-2013
To permit AT&T to identify Customer Equipment (e.g., to perform Remote Hands Service), all
Customer Equipment and cabling must be clearly labeled in a unique naming or numbering
fashion.
Cabling shall comply with Industry Best Practices for cabling standards, which is defined as the
Telecommunications Industry Association/Electronic Industries Association (TIA/EYE) Cabling
Standards 568 and 569.
Unsecured cabling across aisles or on the floor is not permitted. Ladder racking must support all
cabling between rows. Cable wrapping, zip ties and/or Velcro, must be used to organize cabling
in a rack or cabinet. Cabling that obstructs airflow/ventilation/AC (perforated tiles) or access to
power strips is not permitted.
SD-2.2.2.2.1. Structured Cabling Solution
Section Effective Date: 13-Dec-2013
AT&T-provided Structured Cabling Solution is available ICB. Structured Cabling Solution (SCS)
provides an AT&T engineered, furnished, installed and tested intra-cage structured cabling
solution. AT&T project manages the SCS through turn-over to Customer. Installed cables,
jacks and cable management systems are labeled in accordance with Customer requirements.
Drops are tested using a hand-held, standards-compliant test set and results are provided to the
Customer within 30 days of completion. “As Built” drawings are provided to Customer after turnover of SCS. Materials found to be defective within ninety (90) days of turnover of SCS will be
replaced by AT&T at no additional charge.
SD-2.2.2.3. Spare Equipment
Section Effective Date: 13-Dec-2013
All Customer Equipment must be installed in racks or cabinets or stored in an acceptable
manner. All Customer spare Equipment shall be stored in a cabinet or must be kept in plastic
containers. No combustible material, i.e. cardboard, foam, or paper may be stored in Customer
cabinet or cage.
No materials are permitted to be placed on cage mesh walls or cabinets
unless authorized by the IDC Management staff. No storage is permitted on top of cabinets or
on ladder racks or on the floor.
SD-2.2.3. Improvement of Customer Space
Section Effective Date: 13-Dec-2013
Customer may not make physical alternations or modifications to the Space, without prior
written permission from AT&T. AT&T is not required to alter, improve, add to, decorate, or
change Customer Space, except to the extent required to conform the Space to the standard
physical space and electrical power configurations in effect for the IDC.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 17 of 30
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SD-2.3. Remote Hands Service
Section Effective Date: 13-Dec-2013
Remote Hands allows Customers the ability to order basic service activities to be performed in
Client Managed Space in an IDC by an on-site AT&T technician. Customers must provide
clear, concise written step-by-step instructions for AT&T staff to follow for each Remote Hands
request. Prior to Remote Hands request, Customer must verify data backup has been
completed. Remote Hands service activities available to Customer are limited to:

Power cycling.

Observing or describing Customer’s Equipment

Running Customer provided or built in diagnostic Equipment

Typing Customer provided commands on a keyboard console

Changing pre-labeled Customer provided tapes on an incidental basis

Cable organization, ties or labels using Customer provided specifications

Securing or verifying cabling to connections

Modifying existing basic cable layout (such as Ethernet or FADDY connections)

Inserting Customer provided media for Application loading

Installing, upgrading or replacing Customer owned Equipment.

Replacing Customer provided hardware

Upgrading drive capacity by installing new or additional Customer provided disk drives
Remote Hands service is available and charged under either the Block of Time Option or On
Demand (incident based) Option. A Remote Hands Ticket must be opened for each request,
once the Remote Hands ticket is opened, all time spent by AT&T on the request is billable time.

Block of Time Option: Customer is billed monthly for Remote Hands Services up to the
number of minutes specified and at the rate described in the Customer Pricing Schedule.
Each Remote Hands Request will be deducted from the Block of Time specified. The
minimum billing increment is thirty (30) minutes; additional time is billed in fifteen (15) minute
increments. Remote Hands activity that exceeds Block of Time specified in the Customer
Pricing Schedule is billed under the On Demand Option.

On Demand Option (Incident based): Customer is billed at the On Demand Option Rate
shown in the Remote Hands On Demand Option Rate Table. Remote Hands activity is
billed per incident. The minimum billing increment is thirty (30) minutes; additional time is
billed in fifteen (15) minute increments.
Remote Hands On Demand Option Rate Table
IDC Location
Monthly Recurring Rate (per hour)*
United States
$220 US dollars
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 18 of 30
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Remote Hands On Demand Option Rate Table
IDC Location
Monthly Recurring Rate (per hour)*
Notes:
* Rate converted to 15 or 30 minute incremented as applicable.
SD-3. General Terms Applicable to Colocation Hosting Services
SD-3.1. Colocation Hosting Ordering
SD-3.1.1. Customer Orders for Service or Service Components
Section Effective Date: 13-Dec-2013
To order AT&T Colocation Hosting Service, AT&T and Customer will develop a Technical Order
Form (“TOF”) that contains the technical details necessary to provision a Colocation Hosting
Service on Equipment at an IDC. “Equipment” includes AT&T-provided Equipment, Customerprovided Equipment and Purchased Equipment that constitutes the actual physical computing
and network devices used to run software operating systems and applications, and may also
include, but is not limited to, routers, switches, servers, and peripheral devices (including
security service devices and fiber optic), used in to provide Service.
Customer is required to provide all technical details necessary to identify Service Components
necessary before Service may be provisioned.
SD-3.2. Termination or Cancellation of Service or Service Components
SD-3.2.1. Termination of Service or Service Components
Section Effective Date: 13-Dec-2013
Customer may terminate Service or Service Components after Service Activation of the Service
or Service Component has occurred. Disconnection, de-installation and applicable Termination
Charges, as described in the applicable Customer Agreement shall apply upon termination of
Service or Service Components.
SD-3.2.1.1. Notice Required for Termination of Service
Section Effective Date: 13-Dec-2013
To terminate Service or Service Components at an IDC or other Site, Customer shall provide
notice to AT&T by submitting a request to partnerexchangesupport@att.com not less than sixty
(60) days prior to the date of termination.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 19 of 30
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SD-3.2.2. Cancellation of Service or Service Component(s) at an Internet Data Center or
other Site
Section Effective Date: 13-Dec-2013
Prior to Service Activation, Customer may cancel an order for Service or a Service Component
at an IDC or other Site by execution of a Change Order, subject to the following charges:

Customer shall be required to pay AT&T the nonrecurring charge applicable to the cancelled
Service or Service Component.

Customer shall be responsible to pay AT&T any access facilities cancellation charges and
any other third-party charges incurred by AT&T arising due to cancelled Service or Service
Components.

Customer shall pay AT&T all charges arising from equipment already ordered and/or
installed by AT&T as of the date of cancellation.

Customer shall pay any other nonrecurring or installation charges related to the cancelled
Service or Service Component.
Nonrecurring or installation charges paid prior to
cancellation by Customer are nonrefundable.
SD-3.2.3. Removal of Property
Section Effective Date: 13-Dec-2013
Customer shall remove all Customer Equipment from Customer Space or IDC by the effective
termination or cancellation date.
SD-3.2.4. Preservation of Data
Section Effective Date: 13-Dec-2013
Customer is solely responsible for removal or recovery of Customer data stored at an AT&T IDC
upon termination or cancellation of a Service or Service Component by Customer. AT&T is
under no duty or obligation to preserve Customer data stored at an AT&T IDC after the effective
date of any termination.
SD-3.2.5. Disposal of Property
Section Effective Date: 13-Dec-2013
If after the disconnection, cancellation, termination of Service or expiration of Customer’s
Agreement, Customer fails to remove all Equipment and other property from Customer Space or
the IDC within forty-five (45) days of such disconnection, termination, cancellation or expiration,
Customer (i) agrees that AT&T may dispose of such property as it deems appropriate, which
may include, at AT&T election, sale, destruction, erasure, etc. of such property, and (ii) fully and
completely releases AT&T from any and all liability arising out of such disposal, of whatever
nature, and shall fully indemnify, defend and hold AT&T harmless against any and all claims of
third parties directly or indirectly arising out of or related to such disposal. To the extent
provided by applicable law, Customer’s failure to remove any property from an AT&T IDC does
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 20 of 30
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not create any terms of bailment between Customer and AT&T and AT&T disclaims any status
as a bailee.
SD-3.3. Colocation Hosting Service Billing
Section Effective Date: 13-Dec-2013
Billing for AT&T Colocation Services shall be on a monthly recurring and non-recurring (onetime) basis. Billing for a Service Component begins on the Service Activation Date of that
Service Component.
SD-3.3.1. Customer Delay of Service Activation
Section Effective Date: 13-Dec-2013
If Customer’s actions or omissions (including Customer’s failure to supply information necessary
to fulfill Customer’s order) cause AT&T to be unable to complete Service Activation of a Service
or Service Component by the scheduled Service Activation Date, at AT&T’s election, AT&T may
either:

Cancel the Service or Service Component subject to the Customer-caused delay and
charge Customer the charges set forth in Section SD-3.2.2, or

Begin billing for the Service or Service Component subject to the Customer-caused delay as
of the day after the scheduled Service Activation Date for such Service Component.
SD-3.3.2. Service Activation Date
Section Effective Date: 13-Dec-2013
Service Activation Date for a Service or for each Service Component is the Site Readiness Date
(for Client Managed Services). The Site Readiness Date applies to Client Managed Services
and is the date when AT&T provides notice that the Customer Space is ready for Customer
Equipment installation.
SD-3.3.3. Bandwidth Billing
Section Effective Date: 13-Dec-2013
Bandwidth usage charges are based on the 95th percentile charging method. AT&T collects the
number of bits (in both octets in and octets out) in five (5) minute intervals. The number of bits
is then divided by 300 seconds (5 minutes x 60 seconds) to derive one inbound sample and one
outbound sample. The total monthly sample size is sorted in descending order (from largest to
smallest) in two separate groups (Inbound and Outbound). The top 5% of the sample size
(approximately 432 of the top ranked samples) is removed. The next highest sample after the
removal of top 5% is the 95th percentile sustained usage level for the month. The highest 95th
percentile sample between the Inbound and Outbound samples is deemed the sustained usage
level for billing purposes. AT&T rounds up the excess usage to the next full Mbps for
calculation charges. Customer must commit to a minimum monthly bandwidth or Committed
Information Rate (CIR); Bursting charges apply for any usage over the CIR.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 21 of 30
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SD-3.4. Customer-Owned Equipment at an IDC
Section Effective Date: 13-Dec-2013
AT&T is not responsible and the Service does not include care for or movement of Customerowned materials or Equipment shipped to or installed at an IDC.
SD-3.4.1. Moving, Packing of Customer-Owned Equipment at an IDC
Section Effective Date: 13-Dec-2013
AT&T is not responsible for moving, packing, or shipment of Customer-owned Equipment.
Customer is solely responsible for obtaining authorization from AT&T to allow a third-party to
have access to Customer Space to allow movement, packing and shipment of Customer-owned
Equipment.
AT&T is not be responsible for moving, unpacking or uncrating or any similar actions required to
make Customer-shipped materials available at an IDC if the shipped materials weigh in excess
of 300 lbs. (“Heavy Equipment”). Customer is solely responsible for unpacking, uncrating, and
movement of Heavy Equipment to the IDC floor, including any cost associated with support
required to move Heavy Equipment (e.g., protection or buttressing of raised floor, removal or
restructuring of area or path or movement to allow placement of Heavy Equipment.). Customer
may not move Heavy Equipment into IDC without prior notice to and authorization from AT&T.
SD-3.4.2. Colocation Hosting Shipping and Receiving at an IDC
Section Effective Date: 13-Dec-2013
Prior to shipping any materials or equipment to an IDC (or causing a third party to ship any
materials or equipment to an IDC), Customer shall notify AT&T by opening a ticket (using AT&T
BusinessDirect®) or by contacting the Help Desk. All Customer shipments to an AT&T IDC shall
be identified by Customer name and site ID on the shipping label. Shipments without
identification will be rejected and instructed to be returned to the sender. AT&T is not
responsible for and Customer assumes all risk of loss for Customer-shipped materials delivered
to an IDC.
Authorized Customer materials shipped to an IDC must be picked up and signed for by the
Customer within seven (7) days, after which the storage fees set forth in the IDC Storage Fee
Rate Table shall apply for each shipment.
IDC Storage Fee Rate Table (per day)
IDC Location
Rate (per shipment per day of storage)
United States
$250 US Dollars
Rates are applied per shipment. A “shipment” is a single parcel, package, or
pallet delivered and addressed for delivery to an AT&T IDC. For example, if
3 pallets are delivered and not recovered by the customer within seven days,
the storage fee would be 3 times the applicable rate per day. If a single
pallet with 3 boxes is delivered, the storage fee would be 1 times the
applicable rate per day.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
Page 22 of 30
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SD-3.5. Equipment Purchase
Section Effective Date: 13-Dec-2013
Where Equipment is purchased by Customer from AT&T, Customer shall be responsible for all
charges associated with the Equipment, including any shipping, packing, handling, customers,
export, duties and taxes. If Customer does not accept the Equipment, Customer shall notify
AT&T in writing and request a return. AT&T will obtain from the manufacturer and forward to
Customer a RMA (Return Material Authorization). Customer is responsible for returning
Equipment directly to manufacture and is responsible for all costs and bears any risk of loss
during shipment of Equipment to manufacturer. A return or restocking fee may be charged on
returned equipment.
Service Level Agreements (SLA)
SLA-1. General Colocation Hosting SLA Terms
Section Effective Date: 13-Dec-2013
AT&T has established performance objectives for AT&T Colocation Hosting Services. While
AT&T does not guarantee performance objectives, AT&T will provide credits to an eligible
Customer when a performance objective is not met. If a SLA states that a Customer is eligible
for an AT&T Colocation Hosting SLA credit, this means that the Customer is eligible subject to
the terms, definitions and any exclusions or limitations stated herein.
SLA-1.1. Definitions
Section Effective Date: 13-Dec-2013
The following definitions apply to the Service Level Agreements described in this Service Guide:

“Connectivity” is the installation and maintenance of cabling to provide handoffs (Front-End
and Back-End) to a Customer in the IDC

“IDC Infrastructure” is the shared networking facilities, such as Internet access, routers,
switches and cabling, that AT&T manages in order to deliver Connectivity to multiple
customers in an IDC.

“Outage” is (unless stated otherwise) measured in minutes and is the time a Service or
Service Component is unavailable on an unscheduled basis. An Outage does not include
time when the Service or Service Component is unavailable during a scheduled period for
maintenance, repair or upgrade. Customer notice of a scheduled maintenance, repair or
upgrade may be given directly to Customer or by posting on AT&T BusinessDirect® and is
deemed received by Customer upon posting.

“Maintenance” time can be either for “Scheduled Maintenance” or “Emergency
Maintenance”. “Scheduled Maintenance” is maintenance, repair or updating activities that
are performed during a maintenance window established by AT&T (e.g., by publishing on
AT&T BusinessDirect®) or a maintenance window agreed to by AT&T and Customer. AT&T
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
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may also perform Scheduled Maintenance by providing Customer a minimum of five (5)
business days’ notice prior to the day the Scheduled Maintenance will occur. “Emergency
Maintenance” is unscheduled maintenance, repair or updating activities that are necessary
in order to protect AT&T facilities, network services or the security of Customer equipment or
property. AT&T will attempt to provide reasonable notice to the Customer when AT&T
determines that it is required to perform Emergency Maintenance prior to the maintenance
activity being performed.

“Severity 1 Fault” is an event or outage that has an impact on fifty percent (50%) or more of
a Service and has more than one of the following characteristics: A complete loss of the
Service or impacted Service Component; no interim restoration is possible.
SLA-1.2. General Terms Applicable to SLA
Section Effective Date: 13-Dec-2013

Except where an individual SLA states differently, SLAs, and the collection of data
measurements against a performance objective, shall begin on the Service or Service
Component Service Activation Date.

SLA reporting will be made available to Customer in the next complete monthly reporting
period.

Performance measurement data may be made available to Customer via AT&T
BusinessDirect®.
SLA-1.3. SLA Exclusions and Limitations
Section Effective Date: 13-Dec-2013
AT&T is not responsible for failure to meet an SLA resulting from:

negligent conduct or misuse of the Service by the Customer;

the conduct of a third party service provider providing service to Customer;

failure or deficient performance of power, equipment, services or systems not provide by
AT&T;

unplanned network volumes in excess of the capacity being provided on the Service
Activation Date or changes in Customer business requirements not reported to AT&T by
Customer through the Change Order Process (i.e., the addition of a new location or of New
Services);

service interruptions, deficiencies, degradations or delays:
o
due to Customer Equipment managed by AT&T that has not been upgraded by
Customer as required by AT&T;
o
due to Customer Equipment managed by AT&T or for which maintenance is not
available;
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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o
due to failure of code or software managed and/or written by the Customer or a third
party vendor for Customer;
o
during any period when AT&T or its agent are not afforded access to Customer
equipment or when AT&T or its agent is prevented from implementing software patches
or upgrades necessary for AT&T to provide Service;
o
during any application failures caused by the Customer disrupting or adversely impacting
their Service or failing to respond to alerts as agreed or creating false alerts.
o
during any period when a Service Component is removed from service for maintenance,
replacement, or rearrangement purpose or for the implementation of a Customer order;

Customer’s refusal to allow AT&T to perform maintenance deemed necessary to maintain
the Service, whether scheduled or unscheduled; and

Force Majeure conditions.
SLA-1.4. SLA Claims
SLA-1.4.1. SLA Claims Process
Section Effective Date: 13-Dec-2013
To be eligible for a SLA service credit, Customer shall notify AT&T in writing of a claim within
ten (10) days of the day AT&T failed to meet the SLA performance objective or that customer
otherwise became eligible for the SLA service credit. Customer shall send its claim to the email address partnerexchangesupport@att.comor to an email address as otherwise specified by
AT&T. All claims submitted by Customer shall include the date and time of the Outage or other
event that Customer believes makes it eligible for a SLA service credit. AT&T shall, in its sole
and reasonable determination, verify and determine Customer’s eligibility for a SLA service
credit.
SLA-1.4.2. SLA Claims Limitations
Section Effective Date: 13-Dec-2013
Customer may only receive Service Credits equal to up to one (1) month's AT&T Colocation
Hosting Monthly Service Charges during any calendar quarter. Customer will not receive a
Service Credit for AT&T Colocation Hosting Installation Charges, other Monthly Recurring
Charges, or charges related to Additional Services. Any SLA credit paid to Customer shall
constitute the Customer’s sole and exclusive remedy for AT&T’s failure to meet a SLA.
SLA-2. Service Level Agreement Matrix
Section Effective Date: 13-Dec-2013
Service Level Agreement Matrix
SLA Availability Matrix
Client Managed
Network Availability
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
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Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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Service Level Agreement Matrix
SLA Availability Matrix
Client Managed
Single Handoff
99.99%
Dual Handoff
99.999%
Multi ISP
100%
VLAN Cross-Connect
99.999%
Power Availability – SLA
99.999%
HVAC Availability – SLA
99.999%
SLA-3. Service Level Agreements
SLA-3.1. Network Availability — SLA for Client Managed
SLA-3.1.1. Description
Section Effective Date: 13-Dec-2013
AT&T offers an SLA for Network Availability. The Network Availability SLA is applicable to
Client Managed. Under the Network Availability SLA if a Customer experiences one or more
Network Outages that together exceed the performance objective in any calendar month,
Customer will be eligible to receive a Service Credit.
SLA-3.1.1.1. Measurement Responsibility
Section Effective Date: 13-Dec-2013
Upon detecting a Network Outage, Customer may request AT&T to open a Trouble Ticket or
AT&T may proactively open a Trouble Ticket. AT&T will track the Network Outage from the time
the Trouble Ticket is opened until AT&T closes the Trouble Ticket.
SLA-3.1.1.2. Service Level
Section Effective Date: 13-Dec-2013
The performance objective for Network Availability (Dual and Single handoff) is set forth in the
Network Availability Performance Objective Table. (For Sites supported by the VLAN CrossConnect Feature, the performance objectives shown in the applicable table shall apply.) If
AT&T does not meet this performance objective in a given calendar month, Customer is eligible
for Network Availability credit as described in the Network Availability Performance Objective
Table (or VLAN Cross-Connect Feature Network Availability Performance Objective Table, as
applicable).
Network Availability is measured by the following calculation:

((TM - TNO) / TM) x 100 = % Network Availability
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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o
TM = Total available minutes, per Month (Total minutes in a month – Maintenance =
TM).
o
TNO= Total Network Outage minutes, per Month
“Outage" means an occurrence within the AT&T Network supporting Customer’s Front End
Connectivity that results in the inability of Customer to transmit or receive IP packets for more
than one minute. The Front-End Connectivity Ethernet Switch port(s) assigned to Customer on
the IDC Infrastructure is the demarcation point for measurement of an interruption on the AT&T
Network.
Network Availability Performance Objective Table
SLA = 99.99%
(single handoff)
<99.99% – 99.7%
<99.7% - 99%
<99.0% – 98.0%
<98.0%
SLA = 99.999%
(dual handoff)
<99.999% - 99.95%
<99.95% - 99.5%
<99.5% - 99.0%
<99.0%
Customer is
eligible for Service
Credit against
monthly recurring
charge for FrontEnd Connectivity
(bandwidth) at the
Site that
experienced the
Outage.
5%
10%
15%
20%
For Sites supported by the VLAN Cross-Connect Feature, the VLAN Cross-Connect Feature
Network Availability Performance Objective Table shall apply.
VLAN Cross-Connect Feature Network Availability Performance Objective Table
SLA = 99.999%
99.999% – 99.95%
99.94% - 99.50%
99.49 – 99.0%
<99.0%
Customer is eligible for
Service Credit against
monthly recurring
charge for the VLAN
Cross Connect Feature
at the Site that
experienced an
Outage.
5%
10%
15%
20%
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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SLA-3.2. Power Service Level Agreement – SLA
SLA-3.2.1. Description
Section Effective Date: 13-Dec-2013
AT&T offers an SLA for Power Availability. Under the Power Service Level Agreement, if
Customer is within contract limits for power and experiences a Power Outage(s) in Customer’s
Space in excess of the performance obligation specified, Customer will be eligible to receive a
Service Credit. Service Credits are against Customer’s Monthly Hosting Service Charges
incurred during the affected month as specified below.
SLA-3.2.1.1. Measurement Responsibility
Section Effective Date: 13-Dec-2013
Upon detection of a Power Outage, Customer may request AT&T to open a Trouble Ticket or
AT&T may proactively open a Trouble Ticket. AT&T will track the Facilities Outage from the
time the Trouble Ticket is opened until AT&T closes the Trouble Ticket.
SLA-3.2.1.2. Service Level
Section Effective Date: 13-Dec-2013
The performance objective for Power Availability is set forth in the Power Availability
Performance Objective Table. If AT&T does not meet this performance objective in a given
calendar month, Customer is eligible for Power Availability credit as described in the Power
Availability Performance Objective Table. The demarc for power is both power sources (under
floor receptacles) to the rack.
“Power Availability” is measured by the following calculation:

((TM - TDT) / TM) x 100 = % Power Availability
o
TM = Total available Power minutes, per month (Total minutes in a month –
Maintenance = TM). Total scheduled available minutes do not include time attributed to
Maintenance.
o
TDT= Total Power outage minutes in a month.
“Total Power Outage” means the simultaneous failure of the electrical power supply on both the
primary and redundant sources feeding that rack, as measured at the IDC Power Distribution
Units.
Power Availability Performance Objective Table
SLA = 99.999%
<99.999% – 99.95%
<99.95% - 99.5%
<99.5% – 99.0%
<99.0%
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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Power Availability Performance Objective Table
Customer is eligible
for Service Credit on
the total Hosting
Monthly Service
Charge in the
effected IDC
5%
10%
15%
20%
SLA-3.2.2. Exceptions
Section Effective Date: 13-Dec-2013
The Power SLA does not apply if:

Customer exceeds the applicable Power Restrictions for a Customer Cabinet or Space.

Customer exceeds the power designation of an Additional Power circuit in an IDC outside
the US.

If Customer plugs in additional power strip(s) into the primary power strip. (AT&T reserves
the right to require removal of the additional power strips.)
SLA-3.3. HVAC Service Level Agreement – SLA
SLA-3.3.1. Description
Section Effective Date: 13-Dec-2013
AT&T offers an SLA for HVAC Availability. Under the HVAC Service Level Agreement, if the
IDC experiences an ambient temperature which is outside of the range specified below,
Customer will be eligible to receive a Service Credit. U.S. IDCs will target a temperature of 75
degrees Fahrenheit, +/- 5 degrees. International IDCs will target a temperature of 22 degrees
Celsius +/- 5 degrees.
Service Credit is against Your Monthly Hosting Service Charges
incurred during the affected month as specified below.
SLA-3.3.2. Measurement Responsibility
Section Effective Date: 13-Dec-2013
Upon detection of a HVAC Outage, Customer may request AT&T to open a Trouble Ticket or
AT&T may proactively open a Trouble Ticket. AT&T will track the HVAC Outage from the time
the Trouble Ticket is opened until AT&T closes the Trouble Ticket. Any site additions or
amendments made by the Customer that puts undue stress on the IDC infrastructure, which
causes an outage or impairment of HVAC, shall not be covered by this SLA.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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SLA-3.3.3. Service Level
Section Effective Date: 13-Dec-2013
The performance objective for HVAC Availability is set forth in the HVAC Availability
Performance Objective Table. If AT&T does not meet this performance objective during a
calendar month, Customer is eligible for HVAC Availability SLA credit as described in the HVAC
Availability Performance Objective Table.
“HVAC Availability” is measured by the following calculation:

((TM - TDT) / TM) x 100 = % HVAC Availability
o
TM = Total available HVAC minutes, per month (Total minutes in a month –
Maintenance = TM). Total scheduled available minutes do not include time attributed to
Maintenance.
o
TDT= Total minutes in a month where the AT&T HVAC does not meet the temperature
thresholds specified in the HVAC SLA description. “Temperature” is the average supply
air temperature measured by the active re-circulation units within the IDC room CRAC
units.
HVAC Availability Performance Objective Table
SLA = 99.999%
<99.999% – 99.95%
<99.95% - 99.5%
<99.5% – 99.0%
<99.0%
Customer is eligible
for Service Credit on
the total Hosting
Monthly Service
Charge in the
effected IDC
5%
10%
15%
20%
Pricing (P)
P-1. AT&T Partner Exchange Colocation Hosting Services Pricing
Section Effective Date: 13-Dec-2013
AT&T Partner Exchange rates and charges for Colocation Hosting Services are as specified in
AT&T Partner Exchange Service Guide – AT&T Colocation Hosting Services or in the AT&T
Partner Exchange AT&T Colocation Hosting Services Rate Card.
Rates and charges set forth in the Service Guide or in the AT&T Partner Exchange AT&T
Colocation Hosting Services Rate Card are subject to change. Modification of the Service
Guide shall be deemed notice of the change to Customer.
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013
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P-2. AT&T Partner Exchange AT&T Colocation Hosting Rate Card
Section Effective Date: 13-Dec-2013
Rate Cards can be found
www.att.com/partnerexchange.
on
the
AT&T
Partner
Exchange
portal
located
at
End of Service Guide
This Service Guide is subject to change by AT&T from time to time, and applies only to services procured through the AT&T Partner
Exchange Program.
See www.att.com/partnerexchange/support/contractDocLibrary.jsp for current version.
© 2013 AT&T Intellectual Property. All rights reserved.
AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies.
This document reflects the Service Guide in effect as of December 13, 2013