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Easily find your service level agreement (SLA) credits for AT&T FlexWare

November 2017

For customers with custom SLAs

Presentation title here—edit on Slide Master



Overview

This presentation shows you how to find your SLA credits for AT&T FlexWare quickly and easily.

Two reports on Business Center provide the information you will need:

– Failed Site Report

– Availability Report

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Images provided in this presentation are for illustrative purposes only.




Logging in to Business Center

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Go to https://www.att.com/ebiz/registration/home.jsp#/login and log in with your user name and password.

https://www.att.com/ebiz/registration/home.jsp#/login




Accessing the SLA tool

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1) On the Business Center dashboard, locate the BusinessDirect® widget. Click the down arrow for Network Management.

2) When the dropdown list appears, click Service Level Agreement.

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Choosing AT&T FlexWare

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The Integrated SLA Offer Management tool appears.

1) From the horizontal navigation bar, choose Service Type. Then choose AT&T FlexWare.

2) The screen refreshes to show AT&T FlexWare Service Type.

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Failed Site Reports and Availability Reports

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Choosing the Failed Site Report

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A Failed Site Report is automatically generated if the system detects that an SLA has been missed.*

1) Click AT&T FlexWare Service Type. Then choose Reportand Failed Site Report.

2) On the next screen, from the Reporting Period list, choose the month of interest.

3) Click Submit.

* Note: If you have requested that we not calculate your SLA automatically, please see Submitting a credit request.

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Viewing the Failed Site Report – Availability SLA

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1) The report appears with the Availability SLA tab selected.

Notes:

– The uCPE Host Name appears in the first column, which may help you find the credit on your bill.

– VNF stands for virtualized network functions.

2) For each site with an SLA failure, if the claim status is “approved and completed,” the availability percentage is shown, as is the associated credit amount and the currency.

3) The status of the claim is shown along with additional information about the location.

If the claim status is “pending” or “rejected,” the dollar amounts do not appear. If the claim is rejected, the reason is given.

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Viewing the Failed Site Report – On-Time Provisioning SLA

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1) To see information about on-time provisioning, click the On Time Provisioning SLA tab.

2) For each site with an on-time provisioning issue, the credit amount is given.

3) The status of the claim is shown along with additional information about the location.

If the claim status is “pending” or “rejected,” the dollar amounts do not appear. If the claim is rejected, the reason is given.

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Choosing the Availability Report

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1) Click AT&T FlexWare Service Type. Then choose Reportand Availability.

2) On the next screen, from the Reporting Period list, choose the month of interest from the prior three months.

3) Click Submit.

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Viewing the Availability Report

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For each VNF host name and uCPE host name, the report shows both the target and actual availability as percentages.






Submitting a credit request and checking its status

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Submitting a credit request for the Availability SLA

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1) Click AT&T FlexWare Service Type. Then choose Submit New Credit Request and Availability SLA.

2) On the next page, use the Reporting Month list to choose, from the prior three months, the month for which you are requesting credit.

3) Add special instructions, if any.

4) Click Submit. A success message appears with a claim ID number that you can use to track your request.

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Submitting a credit request for the On-Time Provisioning SLA

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1) Click AT&T FlexWare Service Type. Then choose Submit New Credit Request and On Time Provisioning.

2) On the next page, enter up to five AT&T FlexWare order numbers.

3) Add special instructions, if any.

4) Click Submit. A success message appears with a claim ID number that you can use to track your request.

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Viewing the status of your credit request – Availability (1 of 2)

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1) Click AT&T FlexWare Service Type. Then choose View Credit Request Status.

2) On the next page, use the Reporting Period list to choose the month for which you want to view the credit request status.

3) Click Submit.

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Viewing the status of your credit request – Availability (2 of 2)

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The status of your requests appears.




Viewing the status of your credit request – On-Time Provisioning (1 of 2)

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1) Click AT&T FlexWare Service Type. Then choose View Credit Request Status.

2) On the next page, use the Reporting Period list to choose the month for which you want to view the credit request status.

3) Click Submit.

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Viewing the status of your credit request – On-Time Provisioning (2 of 2)

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The status of your request appears.

Choose the On Time Provisioning SLA tab.






Getting help on Business Center

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Getting assistance with the SLA tool

AT&T Business Center help line: 800.221.0000Using the SLA tool

• Registering for the SLA tool

• Technical questions and information on using the SLA tool

Notes:

You access the SLA tool through the AT&T BusinessDirect widget on Business Center. This slide describes how to get help on the AT&T BusinessDirect portion. The next slide describes how to get help on the Business Center portion.

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Get more information about Business Center

Learn how to use Business Center to help you manage, run, and grow your business.

Select Help from the top menu.

Then enter your search criteria or select a category.

Need more help? Click Contact us.

Click Chat available to chat with an AT&T representative. Representatives are available Monday through Friday, 9:00 a.m. to 6:00 p.m. ET.

The Contact us page provides several ways to reach us, including phone numbers and a Send message link.

Get service-specific support here.

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easily find your service level agreement (sla) credits for ... · service marks of at&t...

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