AT&T U-verse Small Business Support Boundaries

This article outlines the scope of support for agents supporting AT&T U-verse Small Business (Ubiz/U-biz) customers only.

Scope of Support

The scope of support for U-biz customers should not exceed beyond the AT&T provided equipment post-professional install, but does include the full support and configuration of the AT&T provided equipment. 

The expectation is that U-biz technicians connect up to four devices, not including AT&T provided set top boxes (STBs), with the professional install including static IP set-up when ordered with or without the new U-verse services (e.g., customer calls six months after having the U-verse service and request static IPs).

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HSI Service

The following connection performance issues are supported:

• Intermittent sync
• Latency
• Line conditions/quality
• Slow download speed

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E-mail 

U-verse Business Care provides only AT&T Yahoo Web mail support.

Third-party e-mail and e-mail client support is limited to:

• Unblocking port 25 at the customer's request.
• Providing settings information required to configure an e-mail client for the AT&T provided e-mail accounts (POP and SMTP servers and ports, SSL settings and authentication settings).
• Third-party e-mail verification for customers experiencing SMTP error 553.
• Providing basic e-mail account settings for AT&T hosted e-mail accounts (POP and SMTP servers and ports, SSL settings and authentication settings).

Refer customers to AT&T Tech Support 360 for unsupported Client mail issues.

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Port 25

U-verse Business Care supports unblocking port 25 for business customers at the customer's request.

Domains Supported

• ameritech.net
• att.net
• bellsouth.net
• flash.net
• nvbell.net
• pacbell.net
• prodigy.net
• sbcglobal.net
• snet.net
• swbell.net
• wans.net

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Local Area Network

Support for Local Area Network is per the following:

• ATTIS supports assisting the customer with troubleshooting the local networking components supplied by AT&T.
• ATTIS supports Local Area Network connectivity to supported operating systems for the following:
  • Residential Gateway (RG) configuration
  • Computer connectivity via wireless networking
  • Computer connectivity via Ethernet networking

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Hardware 

The following hardware is supported for AT&T U-verse Small Business.

Residential Gateway

Assist the customer with rebooting the RG.

• Provide Configuration Support.
  • Walk the customer through configuring the RG.
  • Use CMS to configure the RG remotely on gateways that support remote access through CMS when possible.
    • If the customer does not have connectivity, we cannot remotely configure the RG through CMS.
• Diagnose light-emitting diode (LED) lights located on the device.
• Follow WFE recommendation for suspected defective RGs.

USB Wireless Peripherals

• Wireless adapter configuration is provided for AT&T-provided adapters only.
• Wireless adapter installation support is provided for AT&T-provided adapters only.

U-verse Receivers

Assist the customer with:

• Connectivity
  • Wiring the U-verse receiver to the TV
  • Checking connectivity to the AT&T provided WAP or RG
• Rebooting the AT&T U-verse receiver
• Setup and operation
• Resuming AT&T U-verse receiver from standby mode

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TV Service

U-verse IPTV support for U-biz customers is identical to U-verse TV support for residential customers with the exception of the U-verse IPTV features that are not available to U-biz customers such as VOD, Pay-Per-View and Caller ID on TV.

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Operating Systems

Basic PC troubleshooting as stated below is limited to computers using the following operating systems:

• Macintosh 10.4 - 10.8
• Windows 7
• Windows 8
• Windows Vista
• Windows XP (service pack 3)

The following operating systems are not supported by Tech Support 360:

• Disk Operating System (DOS)
• Linux
• Macintosh 9.x and earlier
• Macintosh 10.0.0 - 10.3
• Palm OS
• Unix
• Windows 3.1
• Windows 95
• Windows 95 (A)
• Windows 98 Second Edition (SE)
• Windows 2000
• Windows CE
• Windows ME

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Troubleshooting 

Windows Troubleshooting - Standard Scope of Support

The following troubleshooting is supported on all supported Windows operating systems:

• Power-cycling router and personal computer.
• Checking transport control protocol/Internet protocol (TCP/IP) settings.
• Configuring TCP/IP settings (only for devices behind an AT&T provide RG that cannot allocate both static and dynamic IP addresses (NVG510) when the customer subscribes to static IPs).
• Install and un-install AT&T provided software.
• Disable Internet connection firewall.

Windows Troubleshooting - Out of Scope of Support (Examples)

The following troubleshooting is not supported on all Windows operating systems:

• Manual modifications to system registry.
• Manual modifications to .ini files.
• Manual modifications to .sys files.
• Manual modifications to .dll files.
• File maintenance.
• Computer functionality.
• Software formatting beyond the e-mail client troubleshooting steps referenced.
• Rip/reinstall TCP/IP. In Windows 2000 and later versions of Windows, this is part of the DUN connectoid and is achieved by deleting the connectoid and creating a new one.

Macintosh Troubleshooting - Standard Scope of Support

The following troubleshooting is supported on all supported Macintosh operating systems:

• Power-cycling router and Macintosh
• Checking transport control protocol/Internet protocol (TCP/IP)
• Configuring TCP/IP settings (only for devices behind an AT&T provide RG that cannot allocate both static and dynamic IP addresses (NVG510) when the customer subscribes to static IPs).
• Install and uninstall AT&T provided software.    

Macintosh Troubleshooting- Out of Scope of Support (Examples)

The following troubleshooting is not supported on all supported Macintosh operating systems:

• Open transport rips
• Open transport updates
• Extension manager conflicts
• Resource edits
• Defective modems (refer to OEM)   
• File maintenance
• Computer functionality
• Software formatting beyond the e-mail client troubleshooting steps referenced 
• TCP/IP corruption in OS 10.1 and 10.2

Browsers

The following is supported on: 

All browser types/versions

• Troubleshooting standard connectivity/account support
• General browsing

Internet Explorer 7 and higher

• Set up AT&T page as homepage
• Clear cache, history, and cookies
• Remove proxy server settings
• Enable cookies

Safari 2.0 and higher

• Set up AT&T page as homepage
• Enable cookies
• Clear cache, history, and cookies
• Add/Delete bookmarks
• Disable proxy settings

AT&T Yahoo

• Assist the customer in initiating Web mail use.
• Verify customer's name, identification (ID).
• Password reset (voice only) of e-mail accounts that are registered to the U-verse account.
  • If the customer is requesting a reset of a password that is not registered to a U-verse account, there is no way for U-verse Care to authenticate. Refer the customer to the Web Assistance Center.
• Confirm connection.
• Create sub-accounts.
• Check settings:
  • Browser settings
  • E-mail settings
• AT&T portal powered by Yahoo modules and components (current and future).

The following are supported by Yahoo:

• Premium services
• AT&T messenger
• Yahoo games
• High bit rate music video
• Yahoo music

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Third-Party Software Boundaries

Third-party software is supported by Tech 360 for U-verse Business customers:

Anti-virus

Anti-virus software supported per the following:

• Anti-virus software is compatible with our service; however it interferes with the installation of AT&T software.
• Anti-spy software must be disabled prior to installing any ATTIS provided software.
• ATTIS unable to provide support for the disabling of third-party anti-spy software. The customer must consult manufacturer, if assistance is needed to disable the anti-spy software.  

Firewalls

Firewalls are supported per the following:

• Depending on their configuration, firewalls can interfere with an Internet connection.
• The customer must disable their firewall to get connectivity-related technical support.
• We are unable to provide assistance in disabling/re-enabling third-party firewalls. If assistance is needed in disabling/re-enabling, the customer must contact their manufacturer.
• If the customer's firewall is Zone alarm:
  • Help documentation is within the software or on the vendors Web site.

Discourage the customer from installing the Zone Alarm software provided on the downloadable client kit, as it interferes with the firewall on the Residential Gateway. The customer should have been instructed of this by the installation technician upon initial install.

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Services Support Boundaries

Voice Services

Service Outages

• Refer business customers with POTS service to POTS repair for POTS service outages.
• U-verse business care agents receiving a service outage call from a business customer with VDNASB service are responsible for identifying if there is an Internet issue (ex: intermittent or no sync) that is disrupting the VDNA service.
• If a U-verse Internet or transport issue is identified, handle BAU.
• If no U-verse Internet issue is identified, refer the customer to VDNASB support.

Voice Features

• Refer business customers with POTS service to POTS for voice feature support.
• Refer business customers with VDNASB service to VDNASB support for voice feature support.

Commercial Web Hosting 

• Domain names systems (DNS) services are escalated to a dedicated DNS team via referring the customer to a website.
• Customer care only, see contact numbers and speed dial codes for the appropriate department.

AT&T Web Hosting

• Provide basic information about e-mail settings for hosted business mail accounts.
• Refer AT&T Web Hosting customers to Yahoo small business help for hosting services, including domains, business mail, Web hosting, and merchant solutions.
• Refer AT&T webhosting.com customers to AT&T webhosting.com customer support for hosting services.

AT&T Tech Support 360 for U-verse Business Class Customers

These fee-based Advanced Support services provide expert solutions, beyond our traditional scope of support. AT&T Tech Support 360 offers a broad range of remote computer support services by certified technicians to help businesses quickly take full advantage of their computers capabilities.

With AT&T Tech Support 360, business customers have:

• 24/7 access to the Tech Support team
• Convenience of scheduling service or speaking to the next available technician
• A diagnosis and fix of the problem from a highly skilled and trained technician