General Frequently Asked Questions

Clouds. Cloud computing. Cloud storage. Whether you're in the cloud or simply listening to the buzz, understanding the cloud marketplace can be challenging. With all the different terms and definitions of cloud and cloud services, it can be hard to figure out what exactly is available and how it can help your business. The Q&A below will help you understand AT&T’s suite of Cloud Services.

 

General Information     General Information

 

 

     Billing Information 

 

  • How do I change my billing address?

    A: Login to the AT&T Cloud Solutions portal. From My Account, select Manage Service Groups. On the Manage Service Group page, select any Service Group and in the Settings box, click Update Billing Address to edit.

  • What forms of payment does AT&T accept?

    A: AT&T Cloud Solutions offers clients the ability to choose between receiving an invoice notification or using a credit card. We accept MasterCard, Visa, AMEX, and Discover.

  • On the checkout page I'm being asked to provide my security code. What is a security code?

    A: The Card Security Code is usually a 3- or 4-digit number, which is not part of the credit card number. If you are using a Visa, MasterCard, or Discover credit card, your security code is the 3-digit number in italics on the back of your credit card. If you are using an AmericanExpress, your security code is a 4-digit number on the front right side of your credit card, just above your credit card number.

  • If I choose to pay with a credit card, how will the charge appear on my credit card statement?

    A: Charges will appear as "AT&T Cloud Services" on your monthly credit card statement.

  • When does my billing period begin and end?

    A: While actual usage and overage is calculated based on the calendar month, your monthly recurring charges are billed in advance for Enhanced Support charges and in arrears for many of our service’s monthly charges.
    After the first month’s proration, charges will appear in the Recurring Charges section of the bill.
    Charges billed in advance will have a start date of the 10th of the current month to the 9th of the next month. Charges billed in arrears will have a start date on the 10th of the previous month, ending on the 9th of the current month.

  • Who should I contact if I have a question about my bill or if I want to dispute a charge on my bill?

    A: You may call us at 888-754-9697 or you may access the billing support team via Chat by logging into the AT&T Cloud Solutions portal and clicking on the "Billing" link under "Quick Links" in the top navigation menu.

  • How can I track my monthly usage?

    A: Each AT&T Cloud service provides a monthly usage report that can be accessed by clicking on My account and then Reports.

  • What is the Enhanced Support charge on my bill?

    A: A line item charge is added to your bill when you order one of the Enhanced Support options. More information is available on this service under the FAQ - Support section.

    If you do not wish to have Enhanced Support or would like to change the level selected, your Enterprise Manager can easily modify the selection by clicking My Account, Account Management, then Manage service groups. There you would select Downgrade or Upgrade my Support Level located in the Settings box.

  • Where can I find my bill?

    A: Click on My Account, Quick links and click Billing from the top navigation menu. Select the invoice date you are interested in viewing and select PDF to view and download a soft copy of your invoice.

  • Can I get help with my billing reports?

    A: You may call us at 1 888-754-9697 or you may access the billing support team via Questions? Chat Live by clicking on the Billing link under the My Account and Quick links in the top navigation.

  • Can I itemize my bill to understand my NetBond VNC charges?

    A: Yes. VNC charges are itemized on the bill by service group. A unique service group is assigned to each subaccount when its created. Creating a service group for each VNC will provide a means to itemize charges on the bill. To learn more about this topic please reference the Portal User Management Guide located under the documentation tab.

 

Support     Support

 

    • How do I report an issue?

      A: Visit our Contact Us page and choose "Technical" from the drop down menu on the form. Please provide detailed information about the account and the issue, including the data below:

      • Account name
      • Date and time when the problem occurred
      • Category of problem: account details, networking, storage, development environment, etc.
      • If API, please provide cURL command
      • Any error message(s)
    • What support options do I have?

      A: AT&T offers two support options:

      • Base support is included with each cloud service at no additional cost. Base support provides AT&T Cloud Solutions users with online support and technical resources.
      • Enhanced support is available for $19.95 per month per service group and/or $99.95 per month per country. This fee-based support covers any cloud service you have today as well as new ones that you may add tomorrow. In addition to the resources provided under base support, enhanced support provides access to our AT&T Cloud Services technical support team available by phone or email to answer your questions 24 x 7 x 365.  Pricing for other countries is available at AT&T Cloud Solutions Service Guide.