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Small Business Reference Guide
October 19, 2009
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Table of Contents
Introduction
New Service, Devices, and Upgrades
Lifecycle Services
Support
Billing, Payments, and Liability Changes
Table of Contents
Introduction
AT&T Small Business Customer Support Model
Overview of Your Business Account
Account Hierarchy
User Account Types
Key Contacts
Verbal Identification
Business Program Types
New Service, Devices, and Upgrades
Ordering New Service
Ordering Through AT&T Premier
Ordering by Phone
Porting a Wireless Number from Another Carrier
Activating a Device After Receiving It
Ordering New Service for Individual Responsibility Users
Individual Responsibility Users Ordering Through Premier
Individual Responsibility Users Ordering Through AT&T Retail Store
Individual Responsibility Users Who Need to Enroll for Program Benefits
Enrollment
Upgrades of Handsets or Data Devices
Upgrades Through AT&T Premier
Upgrades at a Retail Store
Lifecycle Services
Adding or Changing a Feature or Rate Plan
Changing Features, Rate Plans, or User Information
Adding International Services
Troubleshooting a Technical Issue While Roaming Overseas
Changing a Phone Number or Area Code
Equipment Returns
Equipment Warranty Exchange (30 days to one year)
Device Support Centers
Contract Questions
Reporting Suspected Fraud
Suspend or Cancel Service
Canceling an Order
Support
Device Tutorials
Reporting Voice and Data Quality or Coverage Issues
Billing, Payments, and Liability Changes
Billing Inquiries and Payment Options
Transfer of Billing Responsibility
