Dialer Support Policy

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01 Dec 1999

Technical support representatives handling customer calls will adhere to the following support procedures:

AT&T Global Network Dialer or IBM Global Network Dialer

Live customer assistance is available for problems encountered using the AT&T Global Network Dialer or IBM Global Network Dialer (collectively, the "Dialer") with the exception of Advanced Fixes*. Representatives will require all customers with an older version of the Dialer to upgrade their Dialer to the current version of the Dialer software.

Current Dialer releases include a feature that will prompt customers to download the latest software and phone list version as it is released. This prompt will allow customers to take advantage of the latest software version features and to qualify for live technical support.

*Advanced fixes include, but are not limited to, the reinstallation and/or modification of third party software not provided by AT&T Business Internet Services. If Technical Support determines that an advanced fix is required, the representative may refer you to help documentation or the vendor of the third-party software for continued support.

Third-Party Software Support

Third-Party Dialers

Technical support representatives will provide only the following live support for third-party dialers (i.e., dialers other than the IBM Global Network Dialer or the AT&T Global Network Dialer):

   - validation of the Internet phone number used to access the network;
   - determination of the network password and User ID status;

Any and all other support will be through fax, Web site information, and news group bulletins only.

Mail, Browser, News, and Other Clients

Any and all support will be offered through fax, Web site information and news group bulletins only. For mail access problems, technical support will only verify that the mail is accessible through a standard connection.

How to Obtain the Latest Version of the Dialer

The following are simple step-by-step instructions for obtaining the most current version of the Dialer and for ensuring that you have the most current version of the the Dialer software installed.

Instructions for AT&T Global Network Dialer or IBM Global Network Dialer customers:

Dialer for Windows 95+ or Windows 3.1, versions 3.0 and higher

1. Connect to the AT&T global network.
2. Click on Services found on the main tool bar.
3. Click on Check for Updated Software.
4. The network will compare the installed version with the latest version available for download.
5. If there is a more current version available, check the update box and click on download.
6. After downloading the update, you will be given the option of installing the new dialer immediately or later.

Dialer for Windows 3.1, version 2.4.5 and lower

1. Connect to the AT&T global network.
2. Select Services from the menu bar and select Software Updates or click the Disk button.
3. When the Software Updates boxes appears select Download Latest Software.
4. The network will compare the installed version with the latest version available for download.
5. If there is a more current version available, check the update box and click on download.
6. After downloading the update, you will be given the option of installing the new dialer immediately or later.

Instructions for Third-Party Dialer Customers:

1. Connect to the AT&T global network
2. Go to http://www.attbusiness.net
3. Click on Help Center
4. In the Download section, choose the link for the appropriate version of the dialer for your operating system and language requirements

Supported Versions of the IBM Global Network Dialer (as of December 1, 1999)

IBM Global Network Dialer for Windows 3.1
Version 3.21 and higher

IBM Global Network Dialer for Windows 95
Version 4.20 and higher

IBM Global Network Dialer for Apple Macintosh
Version 2.1 and higher

IBM Global Network Dialer for OS/2
Version 1.67 and higher