Newsletter

National Maintenance Windows . . . Effective August 1, 2003:
SBCIS will implement a new National Maintenance Window for Tuesday and Thursday mornings for the following local time zones. This will provide for a standard window across all regions which is consistent with our competitors and in line with customer preferences:

• Eastern Time: 3:00 A.M. to 6:00 A.M
• Central Time: 2:00 A.M. to 5:00 A.M.
• Mountain Time: 1:00 A.M. to 4:00 A.M.
• Pacific Time: 12:00 A.M. to 3:00 A.M.

If you have any questions regarding this, please call the DESC at 1-866-937-3664 (1 866 WE'RE ON IT).

Service Level Agreements . . .
Contact your Account Manager to obtain a Service Level Agreement for your Dedicated Internet Access service. Check out our SLA web site at http://diasla.sbcis.net/.

Traffic Reporting Packages . . . Coming Soon!
One of our current initiatives is to provide our customers with online access to traffic reports. This will allow, you our valued customer, to gauge the health of your Dedicated Internet Access service regarding availability, bandwidth utilization, latency, packet loss, etc.

IVR Process Simplified for DIA Customers. . . August 1, 2003

In our continuing efforts to provide you with World Class Customer Service, SBCIS will be simplifying its Interactive Voice Response (IVR) call routing process for our Dedicated Internet Access Customers as of August 1,2003.

Effective August 1, 2003 our new customer care number for Dedicated Internet Access Customers will be 1-866-937-3664 (1 866 WE'RE ON IT). Once connected, you will have a menu selection of 4 easy options. For your convenience these are outlined below:

• Option 1: Network Status Update
• Option 2: Dedicated Provisioning.
• Option 3: Technical Support for Dedicated Products
• Option 4: Billing issues with your Dedicated Product

We realize your time is valuable and hope you will be pleased with the changes. Thank you for choosing SBC Internet Services!