TELUS Office Essentials Service Terms
1.0 TELUS Office Essential Suite of Services
The following service terms apply to all TELUS Office Essential Suite of Services.
TELUS Office Essentials is an integrated solution which offers Wi-Fi and Local Area Network (LAN) and Unified Threat Management (UTM) services. TELUS Office Essentials provides connectivity to your employees, guests and contractors at a single or multiple locations.
We will provide a standard configuration, implementation, of TELUS provided Wi-Fi and LAN switching and 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 service desk and parts replacement.
You can contract to any one service component or combination of service components as required for your business solution.
These TELUS Office Essentials Suite of Services must be purchased in conjunction with TELUS HSIA or TELUS Network as a Service (NaaS) offerings as TELUS Office Essentials is not available as a standalone service. The service terms associated with those purchased services would govern these services.
Equipment and Network. We will provide you with the devices as outlined in your Solution Details defined in your Statement of Work.
We will remain the owner of the devices and equipment installed at your service address. You will have custody and possession of all our devices installed at your site and you are liable for any loss or damage and insurance covering value of the devices as 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 site 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.
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.
Our Wi-Fi service 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.
IP Addresses. TELUS Office Essentials utilizes standard IP addressing and routing standards to deliver these services. 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 TELUS Office Essential service is configured and managed via a cloud management portal. 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 management portal cannot be accessed. Users can authenticate, firewall rules remain in place and traffic flows at full line rates.
For TELUS Office Essentials 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 address without prior consent with us, or without prior written consent by any third party providers who require 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 TELUS Office Essentials table contains the elements that form the foundation of the service along with the allocation of responsibilities between you and us.
|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 site||Yes||.|
|Customer Site Installation Preparation||Prepare the service location in accordance with our instructions||Yes||.|
|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||.|
|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 (If Office Internet Security is purchased separately)||.|
|Configuration File Backup, Storage and Restoration||Back-up copy of any data stored on any device other than the configuration file||Yes||.|
|Customer Equipment||Provide Wi-Fi access points, LAN switches and Security Appliances at your service location||Yes||Yes|
|Customizable Service Set Identifier (SSIDs)||Up to 2 public and/or private Wi-Fi networks will be configured for either medium or high density environments||Yes, if customer wishes to customize||Yes|
|Service Desk||A 24x7x365 bilingual service desk is available to provide support.||.||Yes|
|Proactive Management & Alerting||We will provide a cloud management system that will allow the customer to proactively monitor its network and devices||Yes||.|
|Next Business Day * Parts Replacement||Should the customer premise equipment fail a replacement device will be shipped using next business day shipment if this delivery options is permitted by our courier||.||Yes|
|Service Analytics Monitoring & Reporting||Access to the TELUS cloud dashboard will be provided to the customer for service monitoring & reporting||Yes||.|
Optional Features Service Performance
|Optional Features||Description||Your Responsibility||TELUS Responsibility|
|White Glove Installation||We can provide assistance for your deployment||.||Yes|
|White Glove Configuration Services||Engineering & Design services to optimize your solution.||.||Yes|
The optional features are not included in the base service and will be charged TELUS Office Services contain a toolset for you to conduct self-service analysis on many aspects of your network including usage, security and event logs, reports and event alerts. Should the remote monitoring system detect that a device is not available for use, or detects an incident, it triggers an alert via email to your administrator. 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 TELUS Office Essential devices that may affect our ability to remotely monitor your device.
We will monitor the systems and will proactively mitigate issues however you must contact us for any issues pertaining to the TELUS Office Essential services so that an incident ticket can be created.
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 with our standard incident management process that you will pay as an additional Service (“Additional Service”). You will be advised of this cost prior to work being performed.
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 is completed within a reasonable time.
We shall make reasonably commercial efforts will be made to provide our services next business day provided verification of the defective hardware is identified before 3:00 pm and the service location 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.
Software updates and upgrades released by the Original Equipment Manufacturer (“OEM”) for the devices will be provided via the cloud management system. The customer administrator will be notified via email of the pending update and will have the ability to schedule the update during a change window for minimal downtime.
We may require to perform regular maintenance activities to the TELUS Office Essential services and initiate temporary service disruptions time to time. We will provide commercial reasonable notice, 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.
If security services 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 each TELUS Office Essential device. The MRC is billed following the installation of all services at each service address. All such charges are set out on the attached Service Charges form 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 your TELUS Office Essential service(s) following your installation although your MRC may change. For any subscribed service within TELUS Office Essential, changes to your devices are made by submitting a service request approved by you and accepted by us for changes to the Solution Details. Should you require an extensive change to your TELUS Office Essential 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 TELUS Office Essential services are 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|
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).
Upon service cancellation, you will be required to return the devices and equipment to us to use unless the contract is renewed. You will comply with our instructions on the removal and return of our devices and equipment. In the event you do not return the equipment and devices as per our instructions, or the devices and equipment 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
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|
|Dashboard Availability||Available Schedule||7x24 including holidays|
|Dashboard Availability||Available Target||99.9%|
|Product||Service Address||Minimum Term (months)||QTY||One Time Charge(s)||Monthly Fixed Charge(s)||Monthly Variable Charge(s)||Additional Information|
|TELUS Office Services||.||.||.||.||.||.||.|
|TELUS Office Wi-Fi||25 York Street – Floor 25, Toronto, Ontario||36||2||.||$30||.||Refer to Rate Sheet|
|TELUS Office LAN 8||25 York Street – Floor 25, Toronto, Ontario||36||1||.||$25||.||.|
|TELUS Office Internet Security||25 York Street – Floor 25, Toronto, Ontario||36||1||.||$30||.||.|
|Whiteglove Installation TELUS Office Wi-Fi||25 York Street – Floor 25, Toronto, Ontario||N/A||.||$250||.||.||.|
|Whiteglove Installation TELUS Office LAN||25 York Street – Floor 25, Toronto, Ontario||N/A||.||$250||.||.||.|
|Whiteglove Installation TELUS Office Internet Security||25 York Street – Floor 25, Toronto, Ontario||N/A||.||$250||.||.||.|
|Whiteglove Configuration TELUS Office Wi-Fi||25 York Street – Floor 25, Toronto, Ontario||N/A||.||$150||.||.||.|
|Whiteglove Configuration TELUS Office LAN||25 York Street – Floor 25, Toronto, Ontario||N/A||.||$300||.||.||.|
|Whiteglove Configuration TELUS Office Internet Security||25 York Street – Floor 25, Toronto, Ontario||N/A||.||$1200||.||.||.|