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FAQsBroadband Services Update
Why is Covad changing the broadband service names? Covad is simplifying the names of our services to make it easier to understand the differences between the service options. Installed lines will not incur a service or price change as long as the lines remain in service—only the names of the services will change. top What is the difference between Business DSL and Business DSL v.07? And between Standard DSL Plus and Standard DSL Plus v.07? A service with a v.07 suffix has different features and/or service level agreements (SLAs) than the service without the v.07 extension. The v.07 extension represents what is now a legacy service. For example, Business DSL has a 24-hour target TTR SLA and Business DSL v.07 (formerly dedicated line TeleSoho service) has a 36-hour target TTR SLA, and the pricing for each is different. Standard DSL Plus has a dynamic IP address and a 24-hour target TTR SLA; Standard DSL Plus v.07 (formerly lineshare TeleSoho service) has a static IP address and no SLA. top Why is Covad making changes to the ADSL services? We are enhancing our broadband services portfolio with the addition of an industry-leading 24-hour target time-to-repair SLA for our ADSL services. Businesses with a critical need for a reliable Internet connection can now get business-class connectivity at an affordable price. top What is the impact on my installed lines? Installed lines will remain as originally purchased: Covad is not modifying these legacy services or their features, only changing the names of the services. Existing customers may choose to order a legacy service or order from the new portfolio of services as shown in Table 1. However, after October 9, 2008, "v.07" services will not be accepted. top Will the SLAs change for services recently ordered or installed? No. Features and SLAs for installed lines will not change. top Can the new 24-hour SLA be added to installed lines? No. You would have to upgrade to one of the new services for the 24-hour target TTR SLA. top What are the target time-to-repair SLAs for all the broadband services? The only changes involve our new Standard DSL Plus and Business DSL services, which now have a 24-hour target time-to-repair (TTR) SLA.
top Will pricing change for the service I already have? Pricing for installed lines will not change as long as the lines remain in service. Pricing for the new ADSL services (Standard DSL Plus and Business DSL) is different from the former TeleSoho pricing. This reflects the differences in value for the IP addressing and SLAs. top Can I upgrade my existing service to a faster speed? Yes. In most cases you can upgrade your speed. Just log in to My Covad Account (formerly SMART), verify that your location qualifies for an upgrade, and place your order. top How will I be notified of these changes? You should receive an email notification on March 21, 2008, and a brief announcement that your service name has changed will appear on your first Covad invoice generated after March 22, 2008. Visit My Covad Account (formerly SMART) to review your statement or account summary and you will also see that the name of your existing service has changed. top If I have a DSL or T1 line in service now, can I order one of the new services for a different location? Yes. We encourage you to order the new services so that you can experience the enhancements previously mentioned. If you have non-standard pricing, you will need to accept new terms for these new services. Your account executive can help you with this. top Will the ordering process change? No. The Covad ordering processes will not change. New customers will be able to order from the new service portfolio. A transition period from March 22 to October 9 allows existing customers to order from the new portfolio or continue to order the old (formerly TeleSoho) services. After October 9, 2008, v.07 (legacy) orders will not be accepted. top Will I need to change my equipment? No. Covad equipment is not changing. top Will I still be billed the same way? Yes. The only change on your bill will be the name of your service. top Who do I call to get information specific to my account? Log into My Covad Account or call Covad Customer Support at 1.888.642.6823. top What's the difference between a static and dynamic IP address? A static IP address is a number that is assigned to a computer by an Internet service provider (ISP) to be its permanent address on the Internet. Computers use IP addresses to locate and talk to each other on the Internet, much the same way people use phone numbers to locate and talk to one another on a telephone. top Why is a static IP address so important for businesses? Many Internet service providers limit the number of static IP addresses they allocate to customers, and economize on the remaining number of IP addresses they possess by temporarily assigning an IP address to a requesting computer from a pool of IP addresses on an as-needed basis. The temporary IP address is called a dynamic IP address. Static IP addresses are very important for businesses to support business applications and allow secure access (VPN) to them. top
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