High Speed Internet Access (HSIA) Service Terms

The terms in this section, called the “service terms”, apply to a group of services or a specific service within a group. The terms in this section apply to the unmanaged high speed internet access (“HSIA”) services, which can vary depending on available technology and speed (the “HSIA Services”).

1.1 General Description


The HSIA Services are unmanaged broadband access services that enable you with high speed internet. The HSIA services are dependent on a network path/interconnection from your service location to the Internet using the Internet Protocol (“IP”).

1.2 Service Elements and Features


Service Plans

The HSIA Services include the following standard service elements:

  • Different HSIA plans are available in each download speed range, dependent on available technologies, which include GPON, XGS-PON, copper and other types of HSIA access provided by other carriers.
  • For each service location, we will identify in Your Services & Summary Charges the expected HSIA Service plan at the qualification stage, for which the expected download speed range is set out in the table below. If the expected HSIA Service plan is not available at the time of install, we will offer another HSIA Service plan within the same download speed range. The upload speed may differ for download speed depending on the HSIA Service plan technology. If a better plan becomes available within the service period, we can agree to change the HSIA Service plan without the need to formally amend the contract as long as the applicable monthly fixed charge remains the same.
Download Speed RangePlan Names
Up to 15 MbpsOffice Internet Lite
 Office Internet Basic
 Office National Internet Basic
 Fibre Internet 15
16 – 25 MbpsOffice Internet
 Office National Internet
 Fibre Internet 25
26 - 75 MbpsOffice Internet Plus
 Office Internet Enhanced
 Office National Internet Plus
 Office National Internet Enhanced
 Office Internet 75
 Fibre Internet 75
76 – 150 MbpsOffice Internet Professional
 Office Internet Complete
 Office National Internet Professional
 Office National Internet Complete
 Office Internet 150
 Fibre Internet 150
151 – 300 MbpsOffice National Internet Extra
 Office Internet 300
 Fibre Internet 300
301 – 750 MbpsOffice National Internet Advanced
 Office Internet 750
 Office Internet 750
751 – 1000 MbpsOffice National Internet Premium
 Office Internet 1G
 Fibre Internet 1G
1 – 1.5 GbpsOffice National Internet 1.5G
 Fibre Internet 1.5G
1.5 – 2.5 GbpsFibre Internet 2.5G

Features

HSIA features include:

  • Unlimited monthly data usage
  • Dynamic IP address(es) (unless prescribed by security requirements)
  • 24/7 technical support

Available optional service elements can be added:

  • TELUS email account(s)
  • Static IP address(es) (if available)

HSIA Services details may be updated from time to time. However, we will continue to provide the HSIA service elements included in the HSIA Services plan indicated in the Your Services & Summary Charges Additions or changes to your optional service elements may incur additional monthly charges.

1.3 Installation and Infrastructure


Service Infrastructure

We will supply, install, maintain and repair all facilities and equipment necessary for the HSIA services up to the point of connection at your service location as identified in Your Services Charges Details.

Installation

Installation options available for the HSIA Services will depend upon the service location site and the HSIA Services plan available. Standard installation excludes any requirements imposed by building owner or management, including conduit installation, which will be billed in one-time charges if required.
In certain cases there may be further installation of a wall jack or inside wiring required. In the event unforeseen additional requirements are needed, we will discuss those options and obtain your agreement regarding potential additional charges.

In order to provide the HSIA Services to you, we may need to install equipment including a HSIA modem-router at your service location. In which case, you are responsible to take reasonable care of this equipment.
We will make commercially reasonable efforts to provide the HSIA Services within our standard service implementation intervals, but failure to meet such is not a breach or default of this agreement and will not result in any credit, refund of charges or payment of any amount.

There may be instances at the time of your installation that the service area does not meet the expected quality standards to deliver the ordered HSIA service plan. We will notify you in writing and the site(s) will be cancelled without any cancellation charges.

Construction

We are responsible for the installation and maintenance of the service components required to provide HSIA services up to the legal boundary of your service location. We may charge one-time charges to extend our network facilities on your service location, including any requirements imposed by the building owner or management, including conduit installation. Consequently, you shall pay, if required, for each particular service location, any one-time charge to cover those expenses up to the amount specified in your Services Charges details. The actual one-time charge to cover those expenses will be confirmed after installation.

Unforeseen circumstances may cause the actual cost of one-time charge to exceed the preapproved one-time charge specified in your Services Charges details. In which case, you can agree in writing to pay the actual cost of one-time charge or cancel the HSIA Service at such service location without any obligation for you or for us.

Changes in the environment or location of any service components at the service location require our approval.

Wireless Modem

If wireless connectivity is required, we may provide you with an HSIA modem with, an HSIA modem with integrated wi-fi, or an HSIA modem with external wi-fi access points. Signal range and penetration of the wireless capabilities of the HSIA Services will depend on factors such as the number and density of walls and ceilings in the networked area and the distance between the high speed wireless gateway and your computer(s). The wireless modem may be susceptible to interference from other devices such as cordless phones, microwave ovens and electric motors. When using the wireless capabilities of the HSIA Services to access the Internet or any other online network or service, there are certain risks that may allow other service users or Internet users to gain access to your computer system or your HSIA accounts. You should take all appropriate security precautions when using such wireless capabilities including encrypting your network, installing a firewall and an anti-virus solution, selecting secure passwords, allowing only pre-approved computers and users on your network, and disabling computer file sharing capabilities when moving your computers outside of your network.

1.4 Your Responsibilities


Security

You are responsible for the security of your network, for implementing your own security policies, and for obtaining any security services to protect your network.

Use

When using the HSIA Services, you must comply with TELUS acceptable use policy and IP address policy, published at www.telus.com/aup (“AUP”). We may change the AUP at any time, at our discretion. We will publish the new AUP at telus.com/aup, and you are responsible to review this policy regularly.

Passwords

You are responsible for managing all passwords related to the HSIA Services, including maintaining the confidentiality of your user’s account and all passwords related to such account.

1.5 Specific Conditions


Speed limit

Speed and throughput levels may vary post installation for HSIA Services. Speed is a function of many factors, some of which are out of our control. Internet speeds and signal strength may vary depending on the technology used, the location, the configurations, the usage within your office network, the Internet traffic, the number of users and the applicable network management. We do not guarantee that you will reach the maximum download speed range of your service plan at any time. Download and upload speeds may be asymmetrical or symmetrical depending on the HSIA service plan technology. The speed shall be calculated with a wireline connection between the terminal and the first network element part. To take full advantage of the speed, minimal computer components are required. Maximum speeds require optimal network conditions on a wired connection. Concurrent data streams, including combinations of uploads and downloads, may be required to access maximum speeds. Maximum speeds may not be achievable using a single device.

System requirements

You must ensure that your equipment and software meet the current minimum system requirements we may specify to you from time to time and as being necessary for access to the HSIA Services. We will post such minimum system requirements on our website.

Static IP

To implement the TELUS Static IP for HSIA Services, the device must be configured to request an address via TELUS’ DHCP Static IP server. Each IP will be registered to the media access control (MAC) address for the device that needs it which will retain the reserved IP until the MAC address is removed or changed.

Email

To use TELUS email, you must activate the account at email.telus.net within 3 months of setting up the mailbox and access the mailbox at least every 18 months to avoid deletion of the mailbox including email addresses and contents. TELUS email is provided by Google LLC, and is the enterprise-grade G Suite (also known as Google Workspaces). Google owns all behavioral data (which is aggregate, non-identifiable usage information), and may transfer, store and process TELUS email data in the US or any other country in which Google or its agents maintain facilities. You consent (and will ensure that your end users consent) to this transfer, processing and storage. All Google systems, equipment and facilities used to store or process TELUS email data will adhere to reasonable security standards to meet industry practices. You must not, and ensure that your end users do not, use TELUS email for activities where TELUS email failure could lead to death, personal injury or environmental damage, or violate the Google Acceptable Use Policy (https://workspace.google.com/intl/en/terms/use_policy.html). You will indemnify, defend and hold us harmless from all liabilities to the extent arising out of a third party claim regarding your email data or Google AUP violations (except to the extent caused by Google).

Software

Any software and related documentation that forms part of the HSIA Services is protected by applicable intellectual property laws, remains our or our suppliers’ sole property, and is subject to applicable software licenses.

1.6 Service Performance


Support

We do not offer performance commitment on the HSIA services. Our Services Help Desk will provide 24 hour, 7 days per week assistance on a reasonable effort basis.

Maintenance activities

From time-to-time, we will conduct activities to maintain the performance and reliability of your network connection. We will strive to inform you of scheduled maintenance via the email address that you provide at the time of activation. In order to make sure you receive the email, you must keep us informed of the correct email address and make sure the email address is able to receive email.

1.7 Service Cancellation


Your Content

We have no responsibility to notify any third party of the cancellation of your HSIA Services. If your HSIA Services is cancelled, we shall have no obligation to forward any unread or unsent messages or to maintain any messages, information or other content related to your accounts. You acknowledge that all such messages, information and content may be immediately deleted.

Return of TELUS’ equipment

You must return all of our equipment to one of our approved depots within 14 days of cancellation of the HSIA Services, unless we direct you otherwise. If you do not return our equipment or if the equipment is returned damaged, we will bill you $99.95 (plus applicable taxes).

Cancellation Charge

When your HSIA service is cancelled, we calculate the service cancellation charge using the table below. The service cancellation charge is the aggregate of the percentage of the total monthly fixed charges remaining for the service period after cancellation.

Month of the service period at which cancellation occurs% of monthly fixed charges for the remaining service period after cancellation
0 – 24 months100%
25 – 60 months50%

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