Managed Premise as a Service (MPAAS) eContract Terms
Terms of Service
TELUS Managed Premise as a Service, referred as Managed Premise as a Service (MPaaS) throughout the contract, is an integrated managed solution which offers Managed Wi-Fi, Managed Local Area Network (LAN), Unified Threat Management (UTM) services, and Software Defined WAN (SD-WAN). MPaaS provides connectivity to your employees, guests and contractors at a single or at multiple service locations.
We will provide the configuration and implementation, of TELUS provided Wi-Fi, LAN, UTM devices on your premises. These devices are deployed on your premises as they form part of your connectivity infrastructure. For each device, we provide management services, which includes service desk, incident management, parts replacement, and monitoring.
You can contract for any service component or combination of service components as required for your business solution.
We will provide you with the devices as outlined in your Service Charges and defined in your Statement of Work.
We will remain the owner of the devices and equipment installed at your service locations. You will have custody and possession of all our devices installed at your service locations and you are liable for any loss or damage and insurance covering value of the devices per the replacement cost table in the Service Description. You cannot sell or transfer rights the devices and they are to remain free of any lien and/or charge. Our devices installed at your service locations shall remain moveable property.
For our LAN and UTM service, you will provide the necessary space, cabinet, electrical power, light and security for the devices and store and operate the devices as specified in any Original Equipment Manufacturer (OEM)-supplied documentation.
Service Demarcation is based on your specific service solution and details are available in the Service Description that accompanies this contract.
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.
If UTM portion is purchased within MPaaS service and provided by us, the service terms associated with that purchase would govern the security services. UTM service will enforce policies based on your organization requirements.
Our MPaaS WI-FI solution utilizes radio-waves and is subject to factors out of our control, therefore, we do not guarantee timely, secure, error free or uninterrupted WI-FI service, bandwidth per device, or that your end users will receive or be able to transmit their messages or data.
Our MPaaS services the standard IP addressing and routing standards to deliver MPaaS. It is your responsibility to maintain your Local Area Network (LAN) in accordance with these standards to ensure service functionality. When ordering UTM service, public IP addresses reachable from Internet should be available for the security appliance to use directly. There should be no upstream device enforcing security policies or doing Network address translation.
The MPaaS service is configured and managed via a cloud infrastructure. The devices deployed at your premise connect to the cloud over secure sockets layer (SSL) with all configurations stored in the cloud and providing remote access to the devices for service availability monitoring by TELUS. You will notify us of any scheduled maintenance that may affect the availability of your Internet access. The cloud infrastructure uses an out of band management architecture which means that no user traffic passes through the datacentre – only management data. You acknowledge that your management data may be stored outside of Canada and may be subject to access under the laws of foreign jurisdictions.
The network will continue to function normally even if the cloud cannot be accessed. Users can authenticate, firewall rules remain in place and traffic flows at full line rates.
For MPaaS Software, we do not provide any warranties except for warranties that may be provided by the Original Equipment Manufacturer (OEM).
Use when using the services, you must comply with our 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 changed AUP at www.telus.com/aup, and you are responsible to review this policy to see any changes.
We are not obligated to provide you service in the event you have moved the devices to another service locations without prior consent with us, or without prior written consent by any third party who requires advance written consent, and/or if you are in default of any payment due to us.
The Summary Charges table lists the services selected by you. At any time, you may ask us to change the service(s), although the monthly charges may change and one-time charges may apply.
The following MPaaS table contains the elements that form the foundation of the service along with the allocation of responsibilities between you and us. Additional service details for each service can be found on the service description that accompanies this contract.
|Service Element||Description||Your Responsibility||TELUS Responsibility|
|Designated Representative||Point of contact for all notices and communications and grants all accesses for us to install and maintain service. We shall not be responsible for any delays, interruptions of the service, damages or costs that may result if we is unable to obtain access to your service locations||Yes||No|
|Service Locations Installation Preparation||Prepare the service location in accordance with our instructions||Yes||No|
|End-User IDs||Distribute and maintain end-user IDS and passwords assigned to you. Identify and report omissions of any individual end-user IDs and passwords||Yes||No|
|Virtual Private Network (VPN) Connections||Site-to-site VPN connections to the service demarcation. Employees who access the network via mobile devices require an operational managed firewall services from us along with the appropriate network VPN or firewall protection determined by us||Yes||No|
|Configuration File Backup, Storage and Restoration||Back-up copy of any data stored on any device other than the configuration file||Yes||No|
|Customer Equipment||Provide Wi-Fi access points, LAN switches and Security Appliances provided at your service locations||No||Yes|
|Customizable Service Set Identifier (SSIDs)||Up to 4 public and/or private Wi-Fi networks will be configured for either medium or high density environments||No||Yes|
|Service Desk||A 24x7x365 bilingual service desk is available to provide support||No||Yes|
|Proactive Management & Alerting||Proactive monitoring of network and devices as per the service description||No||Yes|
|Release Management||All software patches and upgrades released by the original equipment manufacturer (OEM) will be reviewed. If deemed necessary by us for the security and supportability of the devices it will be applied to the MPaaS environment via the cloud||No||Yes|
|Next Business Day* Parts Replacement||Should the MPaaS customer premise equipment fail a replacement device will be shipped using next business day shipment if this delivery options is permitted by our courier||No||Yes|
|Service Analytics Monitoring & Reporting||Read-only access to the TELUS cloud dashboard will be provided to your for service monitoring & reporting||No||Yes|
|LTE Wireless Resiliency||Used as a backup, TELUS’ LTE (Long Term Evolution) connection will take over if the primary access fails. If there is no TELUS LTE coverage, you will need to order a second physically diverse wireline access for backup. The LTE Mobility backup is only available with TELUS MPaaS UTM & SD-WAN service, and is intended only for providing a backup path to the primary and or secondary connection. Any other use of the LTE mobility backup will result in charges applied back to you, including to but not limited to, the data usage incurred||No||Yes|
*Business Day is Monday to Friday excluding statutory holidays
|Optional Features||Description||Your Responsibility||TELUS Responsibility|
|White Glove Deployment||TELUS can provide assistance for your deployment||No||Yes|
|Pre-installation Site Survey||A Wi-Fi software based site survey to determine access points quantity and locations||No||Yes|
|Post-Installation Optimization Survey||-||No||Yes|
|RADIUS Authentication||A network protocol enabling central user authentication||No||Yes|
|Property Management System Integration||Integration with the your property management system to support Wi-Fi sign on, via integrated guest information||Yes||Yes|
|Guest WI-FI||Support for customers who wish to charge their guests/end users for an enhanced Wi-Fi offering||Yes||Yes|
|High Availability (HA)||A single service but configured as two identical hardware devices as a primary and an active standby||No||Yes|
|On-Site Hardware Spares||Option to purchase on-site hardware spares||No||Yes|
|Additional SSIDs||Additional public and/or private Wi-Fi networks can be configured for either medium or high density environments||No||Yes|
|Consulting Services||Engineering & Design services to optimize the MPaaS solution for you||No||Yes|
|Project Management services||Additional project management services are available to support larger or more complex deployments||No||Yes|
The optional features are not included in the base service and will be charged separately.
We supply, install and maintain remote monitoring systems to monitor your MPaaS service. The MPaaS service contains a toolset for us to conduct an analysis on many aspects of your network including usage, security and event logs, reports and event alerts. You are also provided read only access to this dashboard to view your organization.
Should the remote monitoring system detect that a device is not available for use, or detects an incident, it triggers an alert to open a trouble ticket. We do not guarantee that the remote monitoring system will detect all failures, unavailability or other incidents. You must ensure that you keep us informed of any changes to the MPaaS devices that may affect our ability to remotely monitor your device.
In the event a trouble ticket is created for an incident we will classify the ticket with the severity level as identified below and the following Response Times apply:
|Severity Level||Response Time|
|Urgent – an incident that renders the devices unusable or results in the inability of all end users to use the devices. No immediate work-around is available||Our technical staff commences analysis on the incident immediately and provides an update to you within 30 minutes of the trouble ticket creation. We will provide you confirmation within 1 hour on whether the incident is a device failure|
|High – An incident causing a partial outage or major degradation on some of the devices, or that results in the inability of some end users to use the devices. A work-around is limited or not available||Our technical staff working on the incident and update provided to you within 1 hour of trouble ticket creation. We will provide you confirmation within 4 hours on whether the incident is a device failure|
|Medium – a sporadic or isolated incident causing a minor degradation of a certain device impacting a limited number of end users. A work-around is available or not required||Our technical staff is working on the incident and will provide an update to you within 2 business hours* of the of the trouble ticket creation|
|Low – An incident that has no effect or immediate effect on the your device or business but requires resolution||Our technical staff commences analysis on the incident and provides an update to you within 4 business hours of the trouble ticket creation|
*business hours is Monday to Friday, excluding statutory holidays, from 9am to 5pm
In the event an incident is determined to be caused by non-performance of any hardware, software, facilities or cabling not provided by us, we shall manage the incident in accordance to the severity levels identified above that you will pay as an additional Service ( “Additional Service”). You will be advised of this cost prior to work being performed.
Although we make reasonable commercial efforts to meet the Response Time stated above, if not possible, we will not be in breach of this contract. we will not be obligated to pay any other compensation and will have no other liability to you for any failure to meet the above.
If a technician is required and/or a device provided by us requires a replacement, we shall arrange for a replacement device to be delivered once verification of this equipment is completed. The technician will be charged at the hourly rate identified in your Service Charges.
We shall make reasonable commercial efforts to provide our parts and on-site services on the next business day provided verification of the defective equipment is identified before 3:00 pm and the service address is within a major centre or a reasonable distance from a major centre. Should verification of the defective hardware occur after 3:00 pm on a business day then services will be provided on the second business day following that verification.
We shall review all software updates and upgrades released by the Original Equipment Manufacturer (OEM) for the devices. We shall implement those updates and upgrades we deem reasonably necessary for the security and supportability of the software and hardware devices. You may also request us to implement an update or upgrade we do not deem necessary as an Additional Service.
We may require to perform regular maintenance activities to the MPaaS service and initiate temporary service disruptions from time to time. TELUS will inform you of scheduled maintenance via email notification based on the email address provided at time of activation. Reasonable commercial notice will be provided, except in cases of emergency. We shall endeavor to try to minimize interference with your operations.
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 and assets. We also provide firewall services that you can procure from us if not part of MPaaS.
If security services outside of MPaaS are separately purchased from and provided by us the service terms associated with that purchase would govern the security services.
A monthly recurring rate charge (MRC) applies for MPaaS for each device. The MRC is billed following the activation of all services at each service address. A one-time charge (OTR) will be billed for any optional service features that have been chosen. All such charges are set out on the attached your Service Charges form and associated rate sheet for your specific options and associated pricing. In the event additional service addresses are identified following our initial installation, additional charge(s) may apply.
You may ask us to upgrade or change MPaaS following your installation although your MRC may change. For any subscribed service within MPaaS, changes to your devices are made by submitting a service request approved by you and accepted by us for changes to the your Service Charges. Should you require an extensive change to your MPaaS service configuration, it may be classified as an Additional Service. In this event, we would provide the costing and ensure we have alignment between us on the work and cost prior to commencing these activities.
Service Cancellation Charges
When MPaaS is cancelled prior to the expiry of the service period, we calculate the service cancellation charge using the table below, based on the service period you selected for that service connection. The service cancellation charge is a percentage of the total fixed monthly charges remaining in the service period for that service connection after cancellation:
|Contracted Service Period (months)||% of fixed monthly charges for remaining service period|
|0 – 24 months||50%|
|25 – 60 months||100%|
We may, at our discretion, waive the service cancellation charge if you replace the cancelled service with a TELUS service where the value of the replacement service is greater than the value of the cancelled service(s).
We shall not be obligated to provide you Service if we determine a device cannot reasonably continue to provide service due to the age of the device. We will recommend a replacement, provide a quote or proposed statement of work. Should you choose not to update the device, we may terminate this Agreement. In this instance, our Service Cancellation Charge will not apply.
Upon service cancellation, you will be required to return the devices to us unless the contract is renewed. You will comply with our instructions on the removal and return of our devices. In the event you do not return the equipment as per our instructions, or the devices are damaged, or if you have assigned, encumbered, sold, transferred or leased such equipment, you shall pay replacement costs and any costs incurred by us as a result of not complying with our instructions.
Service Level Objectives
The table outlines our service level objectives for the MPaaS solution. All reasonable efforts will be made to meet the Service Level Objective (SLO). Failure to meet the SLO will not result in any credit, refund or charges, or payments by TELUS and not deemed a breach or default of the Agreement.
|Service Level||Indicator||Measurement Basic SLO|
|Premise Equipment||MTTR||Next Business Day*|
|Incident Management||Severity 1||30 min response 60 min confirmation if the incident is a device failure|
|Incident Management||Severity 2||60 min response 4 hr confirmation if the incident is a device failure|
|Incident Management||Severity 3||2 business hours**|
|Incident Management||Severity 4||4 business hours|
|Service Requests||Reponses||4 hours|
|Service Requests||Standard Service Request completion||90% completed by end of Business Hours on the Business Day following submission of the request Note: limited to 5/month/service|
|Dashboard Availability||Available Schedule||7x24 including holidays|
|Dashboard Availability||Available target||99.9%|
*Business Day is Monday to Friday excluding statutory holidays
**business hours is Monday to Friday, excluding statutory holidays, from 9am to 5pm
|Product||Service Address||Minimum Term (months)||QTY||One Time Charge(s)||Monthly Fixed Charge(s)||Monthly Variable Charges||Additional Information|
|TELUS Network as a Service Network as a Service||.||.||.||.||.||.||.|
|Managed Premise as a Service||25 York Street – Floor 25, Toronto, Ontario||36||1||$900.00||$205.00||.||Refer to Rate Sheet|