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4The Role of AT&T Customer Care
AT&T VPN Service Customer Care will provide full support to your Company Point of Contact (CPOC) within the defined Service Demarcation outlined below.
5 Network Support
If you HAVE purchased the Fully Managed Router Service Option, AT&T Customer Care will provide support for all hardware and logical and network problems within the AT&T VPN Service up to and including the LAN interface on the AT&T owned and maintained router on your site (See Figure 2-1). Network support functions that will be covered by AT&T Customer Care are listed below:
n Sectionalize and resolve network problems involving:
•
Access Routers within the AT&T VPN Service•
Frame Relay PVC’s•
Private Line Egress•
AT&T VPN Service Radius servers•
Directory within the AT&T VPN Servicen Troubleshoot logical problems:
•
Directory Access Control Lists (ACLs) within the AT&T VPN Service•
Router configuration and ACLs within the AT&T VPN Service•
DNS server resolutionn Isolate network performance related issues such as:
•
Throughput of access routers within the AT&T VPN Service•
Throughput of your Frame Relay PVC•
Throughput of your Private Line Egressn Sectionalize and resolve your premises problems including your premises router, CSU/DSU, modem, and cables
n Troubleshoot logical problems such as your premises router configuration
n Isolate performance related issues such as throughput of your premises router
•
Perform a Ping test through to your access router to isolate router hardware issues•
Perform a Ping test through to your LAN segment to isolate router configuration issuesn If you selected Tunneling as an option for Dial-Users, in addition to the support outlined above, AT&T Customer Care will support:
•
Establishment of tunnels•
Termination of the tunnels on your premise router•
Proper Routing of tunneled traffic to your authentication serverNote that the analog telephone (POTS) line for out-of-band testing is your responsibility. No premises equipment beyond the LAN interface on the router will be supported.
AT&T CSU/DSU AT&T and Router Frame Relay Port Lan 1 Lan 2 Local Channel Smart Jack LAN Interfaces Service Demarcation Serial Interface Customer Premise
AT&T Customer Care Support Responsibility Your Company CPOC Support Responsibility Analog Line
Figure 2-1. Service Demarcation: Fully Managed Router Service
If you HAVE NOT purchased the Managed Router Service Option, AT&T Customer Care will provide support for all hardware and logical problems (i.e., software programming such as Access Control lists or DNS issues) within the AT&T VPN Service, up to and including the (local channel) smart jack on your site (See Figure 2-2). Network support functions that will be covered by AT&T Customer Care are listed below:
n Sectionalize and resolve network problems including:
•
Access Routers within the AT&T VPN Service•
Frame Relay PVC’s•
Directory within the AT&T VPN Servicen Troubleshoot logical problems:
•
Directory Access Control Lists (ACLs) within the AT&T VPN Service•
Router configuration and ACLs within the AT&T VPN Service•
DNS server resolutionn Isolate network performance related issues such as:
•
Throughput of access routers within the AT&T VPN Service•
Throughput of customer ordered Frame Relay PVC•
Throughput of customer ordered Private Line Egressn Isolate your premises router problems and refer to your CPOC
•
Ping test through to your access router to isolate to router hardware issues•
Ping test through to your LAN segment to isolate router configuration issuesn Assist in sectionalizing hardware or logical problems beyond the smart jack. AT&T Customer Care will test beyond the smart jack to your router or LAN using a TCP/IP ping program. Any hardware or logical problems beyond the smart jack at your site, including your CSU/DSU equipment, your router, and your LAN equipment are your responsibility to resolve. Your Company’s Router Frame Relay Port Lan 1 Lan 2
Local Channel CSU/DSU
Smart Jack
AT&T Customer Care
Support Responsibility Your Company CPOCSupport Responsibility
LAN Interfaces
Service Demarcation Serial Interface
Customer Premise
Analog Line
6 AT&T VPN Software Support
CPOC Support
Full software installation and configuration support for your CPOC is included with your service. Support is provided to the CPOC in cases where the following are used:
•
AT&T VPN Software. Third-party software will usually work with the service, but AT&T is not committed to providing support for such software.•
A PC that meets or exceeds minimum system requirements. (See User Guide located at http://www.vpn.att.net/downloads/index.htm#Latest) The User Guide is also provided on the CDROM along with the AT&T Software.•
A supported operating system. (See User Guide.)•
A modem that functions correctly within the operating system. AT&T will provide direct support to your CPOC on client issues, including:n Installation and Configuration of AT&T software, including:
•
Basic LAN configuration conflicts (common resolutions available without disabling customer LAN configuration)•
Modem configuration•
Win 95 dial-up networking configuration•
Dialer properties (call waiting, dial 9 for outside line, etc.)•
Available POP numbers (what are they and how to change in dialer). An updated POP list is also available at: http://www.vpn.att.net/networkinfo/popslist.htm (User ID: cpoc Password: vpnstrial5 )•
Creating and changing AT&T VPN Service profile (service option, inputting customer provided user id and password combination)n Connection to AT&T VPN Service ( Dial platform) including:
•
Network issues (busy, RNA, etc.)•
Modem handshaking issues•
Dropped connections•
Slow connections•
User authentication at AT&T VPN Service Radius server. Note that this support is not available for Proxy RADIUS customers. AT&T will use a set of automated tools to isolate the source of authentication failures when the authentication is “proxied” to you.End User Support
If you have NOT purchased the AT&T VPN Service End User Support Option, YOUR CPOC is responsible for providing support to your end users. Your company CPOC may contact AT&T Customer Care if you or your end users are experiencing problems with the installation and configuration of the AT&T VPN Software. Refer to section on CPOC Support above for a description of support.
If you have purchased AT&T VPN Service End User Support Option, your end users will receive support directly from AT&T Customer Care.
n End users can contact AT&T directly via the End User Support toll-free number provided in your IP ADDRESS PROFILE (Provided on diskette along with this document).
n Your end users will receive telephone support directly from AT&T Customer Care for installing and configuring the AT&T VPN Software to successfully dial into and authenticate with the AT&T VPN Service.
n AT&T Customer Care will also troubleshoot issues related to the speed of the dial connection into the AT&T VPN Service. If a user successfully connects to the AT&T VPNS and can’t access a new or previously accessible location (either on AT&T VPN Service or the Internet), the AT&T Customer Care agent will verify there are no known network outages that may be affecting the end user, such as the network access routers, frame relay PVC, private line egress or your premises router (if Fully Managed Router Service was purchased), and will refer the end user to your CPOC. The AT&T Customer Care agent will define an end user as having successfully connected to the AT&T VPN Service when the AT&T Connection
Manager (dialer) component of the software minimizes on the user’s Windows desktop. End users with problems occurring after the AT&T VPN Software has successfully dialed into the service will be referred to your CPOC.
n For security reasons, AT&T Customer Care agents will not provide user id and password combinations to ANY end user. The agent will troubleshoot with the end user up to the point that it is determined that the customer has an invalid user id and/or password, and will refer the end user to your CPOC for resolution.
7 Additional Support Responsibilities
Other AT&T Customer Care responsibilities include:
n Providing proactive outage notification if a service component unique to your company has failed (i.e., your Frame Relay connection). In such a case AT&T Customer Care will call you. Note that end users will not be individually notified.
n Providing outage notification if a global service component has failed (i.e., impacting multiple customers). In such a case notification will be available on the web:
(http://www.vpn.att.net) and through recorded announcements by dialing 1-888-613-6501.
n Receiving and acting on all requests for service expansion/modification (See Chapter 4 of this document for a description of account modification process).
n Answering questions regarding your AT&T VPNS invoice (Access
AT&T Customer Care will refer the following issues TO YOU for your resolution:
n Performance issues isolated to the size of your AT&T VPNS dedicated connection.
n Trouble issues outside the demarcation boundaries as described above.
n Authentication failures resulting from a customer premises RADIUS server problem.
The following types of issues will not be supported by AT&T VPN Service Customer Care
n General questions on Internet or Intranet access that do not pertain to AT&T VPN Service
n General browser related questions (how to use, features of, e-mail, newsgroups, plugins, etc.)
n Use of other Internet related software (web authoring tools, FTP, gopher, chat, etc.)
n Customer specific application problems
n Installation of the AT&T VPN Service Software on computers with complex LAN configuration conflicts
n Any form of assistance for AT&T VPN Service Software not supported by AT&T
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Contacting AT&T Customer Care
You can contact AT&T Customer Care conveniently by utilizing the following resources:
n AT&T VPN Service Web Site: http://www.vpn.att.net/ user ID: cpoc Password: vpnstrial5 . The web site includes a service overview, network status, downloads, and network status. This site can be accessed by both CPOC and end users and will be available 24 hours a day, 7 days per week. The site includes information on following topics:
Service overview and tutorial
Access Numbers
Network Status
FAQs
Contact Information
Account Modification Information
Download section. Includes downloads of updated versions of this document.
Billing information
n Call AT&T VPN Service Customer Care:
