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Cloud PBX eContract - 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 following service terms apply to all VoIP Services.
1.1 General Description
VoIP Services are a group of services offered by TELUS that enable you to make and receive voice and data calls over Internet Protocol (“VoIP”) using communications equipment, software, or systems. These services provide connections to TELUS’ telephone network and exchanges, and access to the Public Switched Telephone Network (“PSTN”).
1.2 Service Elements and Features
Service elements and features applicable to each VoIP Service are further detailed in each associated service terms.
1.3 Installation and Infrastructure
We may use third parties (“Authorized Service Providers”) to assist us in providing some part of or all of the VoIP Services. Certain rights, benefits, privileges and protections given to TELUS under this agreement shall, where indicated, also be granted to the Authorized Service Providers.
Connectivity Requirements
VoIP Services do not include connectivity to access the VoIP Services. You must supply, or contract separately with us to obtain the appropriate connectivity as listed in the service terms for the particular VoIP Service.
For greater clarity, the VoIP Services or the connectivity to access the VoIP Services do not include any Local Area Network (“LAN”) connectivity.
TELUS Connectivity with Quality of Service
If VoIP Services are used with TELUS connectivity that can support Quality of Service (“QoS”), TELUS will work with you to ensure that the connectivity is configured to support QoS, and TELUS will assist in designing the connectivity with appropriate bandwidth and configurations. You must request that such connectivity be configured with options and configuration to support VoIP Services in order to have QoS on the VoIP Services.
The service demarcation point when the VoIP Services are used with such connectivity is at the applicable Customer Interface Unit (“CIU”).
Internet Connectivity
If VoIP Services are used with Internet connectivity, the performance and reliability of the VoIP Services may vary based on the quality of the Internet connectivity, including any cellular network used by you to access the Internet.
The service demarcation point when the VoIP Services are used with such connectivity is at the interconnection between the TELUS network and the public Internet.
Third Party Connectivity
If you are not using connectivity provided by us, you are responsible for resolving any access issues.
IP Addresses
We are using standard IP addressing and routing standards. You must maintain your LAN in accordance with these standards to ensure service functionality. You must ensure traffic is routable to the IP addresses required for the VoIP Services.
IP Telephony Readiness Assessment
We strongly recommend an IP telephony readiness assessment, conducted by TELUS on a time and material basis, prior to TELUS provisioning VoIP Services. The assessment determines whether the applicable portion of your network is capable of supporting the minimum requirements for the provisioning and use of VoIP Services.
1.4 Your Responsibilities
Installation
You are responsible for ensuring that your network and connectivity meet the minimum requirements for the VoIP Services given your service usage levels. The failure to do so may affect the quality of the VoIP Services. You shall, at your cost, prepare your site for the installation of VoIP Services in accordance with TELUS’ reasonable instructions. This includes upgrading any of your network infrastructure components in response to any TELUS specified concerns and providing all equipment, software, systems, and services on your side of the demarcation point necessary for use or used in conjunction with VoIP Services. In some cases you will need changes to connectivity already in place that may result in additional charges or changes to your agreement(s) with TELUS for such connectivity services. You are responsible for any additional installation costs incurred by TELUS as a result of your failure to comply with such instructions.
Acceptable Use Policy
When using the VoIP Services, you must comply with our acceptable use policy and IP address policy, published at
telus.com/aup
(“AUP”). We may change the AUP at any time, at our discretion. We will publish the changed AUP at telus.com/aup
, and you are responsible to review the AUP regularly.Service Administrator
You shall designate a representative as your administrator. The administrator shall be authorized to provide TELUS with instructions, orders, authorizations and other directions, on your behalf, as detailed in these Service Terms. The administrator shall be TELUS’ point of contact for all notices and communications to you relating to VoIP Services. You are responsible for ensuring the administrator contact information is up-to-date.
Billing Information
You are responsible for ensuring the billing address, email address, and contact is up-to-date.
Self-Management Web Portal
Some VoIP Services include one or more self-management web portals (“portals”) that allows for the management of certain aspects of the service by you. You shall:
(a) maintain the security of your user IDs, passwords, PINs, security questions and answers, and similar security safeguards of the VoIP Service and the portals;
(b) be responsible for the actions of any party using the portals, whether such actions are authorized or unauthorized; and
(c) immediately notify TELUS of any unauthorized use of the VoIP Services or the portals or of any other breach of security, and shall provide reasonable assistance to TELUS, as requested, to stop or remedy any breach of security.
TELUS Equipment
Equipment which you purchase from us in connection with the purchase and provision of VoIP Services is listed in the Service Charges. We may also need to install applicable equipment, software, or systems (“service components”) at the service locations in order for TELUS to provide VoIP Services to you. The service components we provide will remain the property of TELUS and must be returned by you to TELUS within thirty (30) days of the cancellation of VoIP Services.
Alternatively, at our discretion, we may decide to recover the service components upon cancellation of the VoIP Services. In such case, you shall provide TELUS, its employees, agents, contractors or representatives, with timely access to the service locations for the purpose of recovering the service components. You will be responsible and liable for all documented or verifiable costs or expenses that we incur in connection with the recovery of the service components, unless the VoIP Services are validly cancelled by you with cause due to our material default. If, following our request to recover the service components, you do not provide required access to the service location for such recovery, you shall pay a reasonable replacement cost for the service components and any other documented or verifiable costs or expenses that TELUS incurs as a result of your failure to comply with such a request. You are responsible for any loss or damage and insurance covering the value of any service components we provide based on a reasonable replacement cost. You cannot sell or transfer rights in the service components and they are to remain free of any lien and/or charge. Our service components installed at your site shall remain moveable property.
You will provide the necessary space, cabinet, electrical power, light, connectivity and security for the service components and store and operate the equipment as specified in any Original Equipment Manufacturer (OEM)-supplied documentation.
Call Recordings
Certain VoIP Services provide a function that allows you to record individual telephone conversations. The applicable laws regarding the notice, notification, and consent requirements for recording conversations vary in different circumstances. In some situations, you are required to obtain consent from all parties to record a conversation. You are solely responsible for complying with all applicable laws in any relevant jurisdiction when using this feature. We and our Authorized Service Providers expressly disclaim all liability with respect to your recording of telephone conversations. You hereby agree to fully, finally, and forever release, discharge, hold harmless, and fully indemnify us and our Authorized Service Providers from and against any damages or liabilities of any kind related to your recording of any telephone conversations using the VoIP Services.
Intellectual Property Right Infringement
Materials may be accessed or made available via the VoIP Services by you or third parties. We are under no obligation to review, and do not review, content transmitted, sent, or received using the VoIP Services for purposes of determining infringement of intellectual property rights. However, we reserve the right to cancel access to the VoIP Services if you or a user infringes on any intellectual property rights. You are responsible for ensuring that you have the appropriate licenses or rights, and the payment of related fees, to access or make applicable audio and video content available via the VoIP Services.
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 and your assets.
1.5 Telephone Numbers
Property Rights and Changes
TELUS may assign a telephone number for your use with the VoIP Services. Subject to any rights you may have under applicable laws, including any right to port a telephone number to another carrier, you will not own or have property rights or any other rights in the telephone numbers assigned for your use with the VoIP Services and we may change any such telephone numbers, without liability, by giving you advance notice, where required by applicable laws or as directed by i) the CRTC, ii) the Canadian Numbering Administrator or iii) other third party numbering authority.
Unlisted Numbers
You acknowledge that when anyone uses the VoIP Services to make a call to someone with a call display service, the telephone number may be displayed, even if it is unlisted. We may also use that telephone number for call trace service. Our commitment in this agreement to keep your information confidential does not apply to the display or use of the telephone number in these circumstances.
Porting and Availability
You authorize TELUS to make the necessary arrangements or changes in service with your former carrier or service provider to transfer or port any telephone numbers specified by you to the VoIP Services. You also authorize us to have your former carrier or service provider transfer or disconnect these telephone numbers. The transfer or porting of the telephone numbers can cause a temporary interruption of your voice services. You will execute any authorizations required by other companies in order for us to provide the VoIP Services. A one time charge may apply for every request to transfer or port telephone numbers to the VoIP Services.
We shall use reasonable efforts to facilitate your requests to transfer or port telephone numbers, provided that you comply with the necessary and specific procedures for porting between service providers.
TELUS and our Authorized Service Providers transfer or port telephone numbers in accordance with applicable regulatory rules and industry guidelines, and we are required to provide very specific and detailed information and requirements when completing a request to transfer or port telephone numbers.
In order to transfer or port out telephone numbers from the VoIP Services, you should follow the procedures of your new service provider. You understand that transferring or porting out telephone numbers from the VoIP Services to a new carrier or service provider does not automatically cancel the VoIP Services.
For porting numbers out of your account, you should follow the procedures of your new service provider. You understand that porting your number out of your account does not automatically cancel your account.
Telephone number porting is defined and regulated by the CRTC. Visit to learn more about number porting.
www.crtc.gc.ca
We cannot guarantee that requested telephone numbers shall be available, that your existing carrier or service provider will port your telephone number, or that circumstances beyond our control will not prevent or delay a successful port of your telephone number to the VoIP Services. You should not order any printed material, such as business cards or stationary, showing a telephone number, or issue any press releases or otherwise publicize any telephone number until you verify that the telephone number is active on the VoIP Services. Neither we nor any Authorized Service Providers or their respective Affiliates will be liable for reimbursement for press releases, business cards, stationary, or similar materials under any conditions.
1.6 VoIP 9-1-1
Description
With traditional enhanced 9-1-1, when a caller dials 9-1-1, the call is automatically routed to the serving emergency service call answering point and in cases where the caller is unable to speak, emergency services will be dispatched to the address associated with the calling phone number. With VoIP 9-1-1 there is no physical address associated to the service due to the service having the ability to be nomadic. As such, calls placed to 9-1-1 via the VoIP Services are routed to an emergency operator, who will determine, from the information obtained from the caller, where the caller is located and then transfer the caller to the correct emergency service answering point.
Portal
As a result, a web portal is available as specified in the service terms for the particular VoIP Service for you to update current physical locations online for the purposes of dispatching emergency services in cases where a caller cannot communicate with one of the emergency operators. It is your sole responsibility to enter and update the current location and ensure that information is accurate. If the information is entered incorrectly, or if you fail to update the current location in the portal, or fails to update it on time, 9-1-1 emergency calls may be directed to an incorrect location and emergency services may not be dispatched to the location from which 9-1-1 was called. The portal is operational in Canada only and does not accept locations outside of Canada. You expressly authorize us and our affiliates to use and disclose the information entered in the portal and will obtain the necessary authorizations from your callers for same if applicable. We are not liable for any damages or losses, direct or indirect, arising from or relating to your use of the portal.
Your Responsibility
It is your sole responsibility to inform all users and potential users of the VoIP service of the nature and limitations of the VoIP 9-1-1 service when compared to traditional enhanced 9-1-1 offered with analog voice services. We may provide you with stickers for its phones to achieve that end.
Limitations
Furthermore, VoIP 9-1-1 service is subject to more variables and limitations than enhanced 9-1-1 service, including dependency on uninterrupted provision of power and network connection. Consequently, it is your sole responsibility to implement, at your cost, emergency backup systems such as analog backup telephone lines, cellular telephones and an uninterruptible power supply (UPS) system, as well as user training.
In addition to any exclusion specified elsewhere in the Agreement, the total liability of us (and of the emergency services provider) toward you or any users for any and all claims of any nature howsoever relating to or arising out of specifically of the provision of VoIP 9-1-1 service, whether based in contract, tort (including negligence) or otherwise, will not exceed the total charges paid by you for the VoIP Services in association with which the VoIP 9-1-1 service is provided during the twelve months period immediately preceding the event which gave rise to the claims.
1.7 Specific Conditions
Compatibility
VoIP Services are not guaranteed to be compatible with IP telephony equipment, software, or systems that are not expressly certified by TELUS. The equipment, software, or systems that you use in conjunction with the VoIP Services may have to meet certain TELUS standards and be maintained in certain ways and/or in certain locations in order to access VoIP Services or for the proper operation of the VoIP Services. Such standards may change from time to time at TELUS’ sole discretion. Unless otherwise advised by TELUS, you are solely responsible for updating and maintaining your equipment, software, or systems you use in conjunction with VoIP Services as necessary to meet TELUS’ standards.
Unlimited Plans
Some VoIP Services are offered on an “unlimited” basis. Unlimited plans exclude:
(a) certain high cost rate centres as determined by TELUS from time to time; and
(b) operator-assisted calls, forwarded calls, or other calls that are not directly dialed to the final destination.
Automatic Dialers
You may use automatic dialers (autodialers) with VoIP Services if you do not exceed calls per second limits set by TELUS or cause congestion or outages that affect the TELUS core switching network infrastructure or the use of the VoIP Services by other TELUS customers. TELUS is not liable for any costs, damages, or other amounts resulting from any limitations in the VoIP Services in connection with your use of automatic dialers.
TELUS is hereby authorized, without incurring any liability to you and without prior notice to you, to temporarily restrict or suspend the VoIP Services if you violate the restrictions set forth in this section.
Assisting with Problem Determination
Where TELUS has assisted in problem determination and has determined that a VoIP Service outage or other problem was not caused by TELUS, we may bill you for such assistance. We shall provide you with reasonable problem determination assistance before any such assistance becomes billable. TELUS shall advise the service administrator that there may be billable charges prior to beginning any billable work.
Directory Listings
While TELUS makes reasonable efforts to accurately convey the information required for directory listings, we are not liable for any error, omission or oversight that may occur.
1.8 Maitenance Activities
TELUS may perform maintenance activities during scheduled maintenance periods, or at other times when necessary. TELUS’ maintenance schedule is published at , but TELUS may change the maintenance schedule. If we change the maintenance schedule or if we need to perform maintenance outside of scheduled maintenance periods, TELUS will send you an email. 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.
telus.com/maintenance
1.9 Changes
MAC
You may at any time, at applicable charges and subject to receiving a confirmation from us each time, request moves, adds, and changes (collectively “MACs”) by contacting us, or in some cases, by using the available portal. If coordinated cut-over activities are required outside of business hours, overtime charges will apply.
By continuing to use VoIP Services as changed, after receipt by you of a bill from us reflecting any requested MAC, you are deemed to have accepted i) the MAC and that this Agreement has been amended with respect to VoIP Services provided by us and ii) that our records with respect to the changed VoIP services are a complete and accurate record of the VoIP Services contracted by you.
Certain MACs may require changes by you to your network and connectivity and those changes may impact the applicable delivery interval(s) for the VoIP Services or MAC. Additional charges may apply for changes to your network and connectivity.
Relocation
Changes in the environment or location of any service components at your site shall require our prior written consent.
1.10 TELUS Cloud PBX
The service terms in this subsection apply only to TELUS Cloud PBX, which is a VoIP Service.
General Description
TELUS Cloud Private Branch Exchange, called “Cloud PBX”, is a business communications solution, hosted and maintained by TELUS. Cloud PBX enables you to make and receive telephone calls to the PSTN and is composed of several mandatory service elements and a selection of optional service elements and features, which may include video calling, instant messaging, presence, audio, video and web conferencing, desktop sharing, unified mobility, call recording and call centre solutions, depending on the selections specified in Your Service & Summary Charges. TELUS Cloud PBX may also be referred as a GoCo Service. GoCo Technology Limited Partnership is an Affiliate of TELUS.
Service Elements
Cloud PBX is composed of the following mandatory service elements:
Service Element | Description |
Voice Sessions | A Voice Session is a concurrent call path to TELUS’ telephone network and exchanges and the PSTN. Each Voice Session enables one (1) bi-directional PSTN communication path. |
Extensions | Extensions are what can receive and optionally originate telephone calls and other communication sessions within the Cloud PBX service. Extensions are available in several varieties with differing functionality: (a) Standard - Provides inbound and outbound calling and includes the standard Cloud PBX feature set; (b) Enhanced - Provides inbound and outbound calling and includes the standard Cloud PBX feature set as well as a number of enhanced features and capabilities; (c) Virtual (Standard) - Allows inbound calls to call forwarding treatments or voicemail; (d) Virtual (Enhanced) - Allows inbound calls with enhanced voicemail and call routing features. |
Direct in Dial number(s) (“DID”) | DIDs are PSTN telephone numbers that enable voice and data calls to be directly dialed to Extensions. |
You can add more of these service elements at any time at standard rates unless stated otherwise in the table Service Charges.
Each Cloud PBX service also includes:
(a) Nomadic 9-1-1 service;
(b) 1 basic directory listing for each Canadian address where DID(s) are used, in the service exchange of the DID(s);
(c) QoS configurations if the Cloud PBX service uses connectivity that supports QoS; and,
(d) a self-management web portal (“portal”).
The features included in the Standard, Enhanced or Virtual Extensions may be updated from time to time. You may request the current list of features included with each Extension type from your TELUS representative.
Optional Features
The following different optional features can be added to the Cloud PBX service at any time at standard rates unless stated otherwise in the Service Charges table. The optional features you have selected are set out in the Service Charges table, if any.
Service Element | Description |
Additional DIDs | Telephone numbers that enable voice and data calls to be directly dialed to stations within your SIP Components. |
Auto-Attendant | Auto-Attendants provide a voice prompt system in a single language allowing callers to select from up to 9 options for call routing, including extension and name dialing, a general voicemail box. |
Auto-Attendant Submenu | A sub Auto-Attendant commonly used for an additional language or submenu under an Auto-Attendant. |
Auto-Attendant Professional Script Recording | Recording of your Auto-Attendant script by professional voice actors. |
CRM Integration | Allows integration with select Customer Relations Management (“CRM”) systems and provides a popup on an enabled user’s computer with CRM details based on mapping telephone calls to CRM data. |
Presence for Office 365 | Allows an enabled user’s phone status to be reflected in Microsoft Office 365 applications (purchased separately). |
Hunt Group | Spreads inbound calls across a group of specified users with a number of possible call distribution strategies. |
Call Recording | Bulk and on-demand audio call recordings, stored in the cloud and accessible via a web portal: (a) Call Recording 14 - stores recordings in the cloud for 14 days; (b) Call Recording 30 - stores recordings in the cloud for 30 days; (c) Call Recording 90 - stores recordings in the cloud for 90 days |
Managed Router | TELUS managed router is available with TELUS VoPI or Internet connectivity. The TELUS-owned router is installed at your service location, allowing us to better manage and prioritize voice traffic. Effectiveness of the managed router is limited by the performance of the underlying connectivity. |
Receptionist Console | A web-based user interface that simplifies the complex call handling scenarios common to reception of attendant positions. |
Real Time Reporting | Advanced real-time and historical Call Detail Record (CDR) and voicemail reporting functionality. |
Toll-Free Optional Resource
Service Element | Description |
Toll-Free Service | Use North American toll-free numbers (also known as 1-800 numbers) with your Cloud PBX service. |
WebEx Optional Feature
Service Element | Description |
Cloud PBX with Cisco WebEx App – Essential Subscription | A software telephone (“Softphone”) using Cisco WebEx solution available for compatible personal computers and smartphones enabling users to make and receive telephone calls, join WebEx meetings, and access the features associated with their Extension over a supported network access. This subscription can only be used with an Enhanced Extension and DID. |
Cloud PBX with Cisco WebEx App – Standard Subscription | All the capabilities of the WebEx App – Essential subscription, plus the ability to collaborate with other WebEx App users including viewing presence, hosting and participating in group chats and web-enabled rich-media WebEx meetings for up to 25 users, sending and receiving instant messages, participating in chat, and making video calls. This subscription can only be used with an Enhanced Extension and DID. |
Cloud PBX with Cisco WebEx App – Enhanced Subscription | All the capabilities of the WebEx App – Standard subscription, plus the ability to include dial-in telephone numbers for the Webex meetings. This subscription can only be used with an Enhanced Extension and DID. |
Cloud PBX with Cisco WebEx App – Premium Subscription | All the capabilities of the WebEx App – Enhanced subscription, with meeting capacity expanded to accommodate up to 1,000 participants. This subscription can only be used with an Enhanced Extension and DID. |
Call Centre Optional Feature
Call Centre capabilities can be added to your Cloud PBX service as well. Call Centre optional features provide the access to web-based application that allows the routing of incoming calls to designated users (Agents) via call queues with the possibility of adding supervisor users (Supervisors) to control call centre functions and performance; Supervisors also provide access to reporting.
All subscribed Agents and Supervisors on your account must be either Standard or Enhanced. Standard and Enhanced Agents and Supervisor subscriptions cannot be combined within one Cloud PBX service. Each subscribed Agent and Supervisor on your account must be a named user with an active Cloud PBX Services extension, one Voice Session and one DID (which must be subscribed in addition to the Call Centre Agent or Supervisor optional service elements).
Service Element | Description |
Call Centre Queue | A queue allows for your Cloud PBX Service to distribute calls between Agent extensions using various features and call routing strategies. Agents and Supervisors are available with either Standard or Enhanced features which can affect the functionality of the queue. When ordering Call Centre, you must order at least one queue. Queues with Standard Agents and Supervisors support a maximum 50 calls in queue and features including Music on Hold, Announcement Customization, Distinctive Ringing, Entrance Message Announcement, Status and Statistics Reporting (Basic Reporting and Resetting Call Statistics, Agent State and Unavailability Codes Support, Agent and Supervisor Clients Support, Basic Routing Policies (overflow), and Standard Routing Policies (Bounced/Stranded Calls) and Call Recording. Queues with Enhanced Agents and Supervisors support up to 525 calls in queue, and adds support for features including Whisper Announcement, Premium Routing Policies (forced delivery of calls, night service, holiday service, forced forwarding, comfort bypass messaging), and Dialed Number Identification Service (DNIS) support. |
Call Centre Agent - Standard | An Agent can sign-in on one or multiple queues to receive calls routed to the queue with access to the features enabled in the Standard Queue. |
Call Centre Agent - Enhanced | Enhanced Agents have all the capabilities of the Standard Call Centre Agent plus the access to the Enhanced Queue features. |
Call Centre Supervisor - Standard | Standard Supervisors have all the capabilities of the Standard Call Centre Agent plus will gain access to the Supervisor console. The Supervisor console allows you to manage Call Centre Agents and Queues, and can access Queue options including a real-time dashboard and pre-established reports. |
Call Centre Supervisor - Enhanced | Enhanced Supervisors have all the capabilities of the Standard Call Centre Supervisor, plus access to supported Enhanced Queue options including whisper announcements. |
Changes to Features
The features included in Cloud PBX optional feature listed above may be updated from time to time. You can request the current list of optional features included from your TELUS representative, as well as a more detailed description of such feature.
Installation and Infrastructure
Service Location
When Cloud PBX is provisioned at multiple service locations, the service address specified in the Service Charges table is for information only and does not define or restrict the addresses or service locations for the Cloud PBX service.
Connectivity Options
Connectivity may be one of the following:
(a) TELUS WAN L3 with QoS support.
(b) TELUS VoPI with QoS support or
(c) Internet
Call Centre Installation
Call Centre Queues, Agents and Supervisors are configured at the same time as the installation of the Cloud PBX Services.
We will work in collaboration with you to:
(a) Gather information required to configure your Call Centre queues, Agents, and Supervisors and associated features.
(b) Configure the Call Centre.
(c) Test the Call Centre environment.
(d) Train you on using various Call Centre features, such as, but not limited to log-in, log-out, recording messages, web-console use, and report management, when applicable.
Pre-requisites and what you must provide:
(a) Call Centre queues are configured as partof your Cloud PBX service, which is a pre-requisite to get the Call Center optional service element.(b) Each Agent and Supervisor are configured by using one of your Cloud PBX extension.
(c) A device (phone and/or softphone) to handle calls directed to the extension is required.
(d) A computer with a supported web browser connected to the Internet to allow the Agent and Supervisor to access the Call Centre web portal is required.
Your Responsibilities
Client Software and End User Devices
In general, you are responsible for providing and installing the client software and end user devices used to access the Cloud PBX service. TELUS provides support for and may supply a certain compatible software and devices and we can also assist you in selecting, purchasing, and in some cases installing supported software and devices. You acknowledge and agree that Cloud PBX may not be compatible with IP telephony devices or applications that have not been expressly certified by TELUS.
Use of Calling Line Identification with 9-1-1
Cloud PBX does not restrict you with regards to the Calling Line Identification (CLID). You shall be responsible for any change to the CLID, including if such change results in the CLID for a location other than the location from which calls to 9-1-1 will originate. Without restricting any indemnities in the Agreement, you are responsible and shall indemnify TELUS for, and save TELUS harmless from and against, all charges, losses, costs, liabilities and damages of any kind whatsoever related to the removal or substitution of CLID.
WebEX App Licensing
The Softphone and collaboration features of Cloud PBX use Cisco WebEx technology and licensing which are included in their respective WebEx App optional service elements. Each user using one of the 4 WebEx App subscriptions must have their own license, and must also have a compatible Cloud PBX Extension and a DID.
All access and use of the Cisco WebEx license is also governed by the terms and conditions set by Cisco Systems, Inc. (“Cisco”) and available at:
In the event of a conflict or inconsistency between Cisco’s terms and conditions and the terms of the Agreement solely with respect to the use and access of the WebEx option offered with Cloud PBX, Cisco’s terms and conditions shall prevail.
The WebEx calling feature is not available when a user logs on WebEx from the web browser version.
We reserve the right to add further usage conditions or requirements from time to time as the Cisco WebEx service evolves.
Service Level
Service Availability Threshold
Cloud PBX comes with a Service Availability Threshold performance commitment. Where we fail to achieve the Service Availability Threshold in any month we will provide you with the applicable credit indicated in the table below, provided you request such credit within thirty (30) days following the end of the month during which the failure has occurred. The payment of the credit is your sole remedy for a failure by us to meet the Service Availability Threshold and such a failure is not a default.
Measure | Standard | Threshold | Total Monthly Outage Time = Credit Amount |
Service Availability | 100% 7 days x 24 hours | 99.90% | ≤ 0h43 = 0% of applicable fixed monthly charge; > 0h43 to 15h06 = 20% of fixed monthly charge; > 15h06 to 29h30 = 40% of fixed monthly charge; > 29h30 to 43h54 = 60% of fixed monthly charge > 43h54 = 80% of fixed monthly charge |
The Service Availability Threshold is the percentage of time in a calendar month that the service should be available for your use. Available means you can place and receive telephone calls. It does not refer to the status of any particular feature. We use our remote monitoring and other systems to measure the actual availability result each month and express the result as a percentage. When we measure and calculate the result, we assume each month is 30 days, but we include all periods of unavailability over the calendar month, except for any period of unavailability that is caused or contributed to by one of these reasons (also referred as excusable downtime):
(a) issues with the connectivity used to access the service,
(b) long distance calling being unavailable,
(c) usage patterns exceeding the solution design parameters of the TELUS infrastructure or your Cloud PBX service,
(d) misconfigured, changed, or reset configurations, extensions, features, options, or DIDs,
(e) networks or equipment of another carrier or service provider,
(f) you, your network, your software and hardware, or your other services,
(g) an event beyond our reasonable control, or
(h) any period of unavailability that occurs when we are performing maintenance activities.
The credit is a percentage of the fixed monthly charge for the affected service up to a maximum of 80% of that fixed monthly charge.
Charges
Minimum Commitment
The quantities and charges listed in the Service Charges table is your “Service Commitment”. For the first 60 days (“Transition Period”), you will be billed based on the actual quantity of installed service elements, features, and options. If the Service Commitment is not met within the Transition Period due to delays caused by you, TELUS may bill you according to the Service Commitment, regardless of actual installed quantities. If you remove or ask us to remove any service elements and your actual installed services in any monthly billing period is less than the Service Commitment, you must pay the difference. This charge is in addition to the monthly charge for the services installed for your use.
9-1-1 Charges
The charges in the Service Charges table include charges that TELUS is required to bill and collect by law, such as 9-1-1 charges. In the municipalities in which 9-1-1 service is available, 9-1-1 taxes can apply and is included in the unit price for each unit of Service. In additional to any municipal taxes, TELUS will charge to you the 9-1-1 Network Access Fee imposed by the incumbent voice service provider responsible to maintain access to 9-1-1 facilities, as described in the applicable tariff of such voice service provider. This charge is included in the unit price for each unit of service.
Service Cancellation Charges
Service Cancellation Charges
When a Cloud PBX service is cancelled, TELUS calculates the service cancellation charge payable by you using the table below, based on the Service Period indicated in the Service Commitment. The service cancellation charge is a percentage of the total fixed monthly charges remaining in the service period after cancellation:
Contracted Service Period (months) | % of fixed monthly charges for remaining service period |
0 - 24 months | 100% |
25 - 60 months | 50% |
TELUS will waive the service cancellation charge if you replace the cancelled service with another VoIP Service with total fixed monthly charges greater than the total fixed monthly charges remaining in the Service Period for the cancelled service.
In the event you cancel a portion of the Cloud PBX, cancellation charges shall not apply if the cancelled portion represents at most ten percent (10%) of the Service Commitment.
Should your Cloud PBX service be cancelled, you will be charged for any rental equipment or other TELUS-owned equipment which you do not return within 30 days of cancellation.
Term-Discounted Equipment or Equipment Purchase by Instalments
Equipment offered at a discount based on the Service Period or paid for in installments over the course of the Service Period remains the property of TELUS for the duration Service Period after which it becomes your property. Additional equipment may be ordered at the term-discounted rate only within the first forty-five (45) days of the Service Period, beyond which equipment must be purchased at then current prices. Equipment paid for in instalments is only available at or prior to the start of the Service Period. Notwithstanding the Service Cancellation Charges, the full remaining balance on any term-discounted equipment or equipment paid by instalments must be paid in the event of a service cancellation, after which they become your property.
Specific Conditions
VoIP 9-1-1
A web portal is available at for you to update current physical locations online for the purposes of dispatching emergency services in cases where a caller cannot communicate with one of the emergency operators.
selfserve.voip.telus.com/911
Long Distance Service
General Description
Long distance service allows you to place outbound direct dialed long distance calls within North America and internationally. The service can be enabled or disabled for all, some or none of your VoIP Services or lines. You are responsible for instructing TELUS regarding the desired configuration of the service.
Your Responsibilities
Long distance fraud or toll fraud is a very common industry threat where a third party makes unauthorized long distance calls. You are responsible for all charges for calls placed using your equipment, software, systems, service credentials, or service including any fraudulent calls. You are responsible to keep your equipment, software, systems, service credentials, and service secure.
We routinely monitor VoIP services for fraudulent call patterns. We may block fraudulent calls, all of your long distance calls, or all of your calls should we suspect long distance fraud taking place. In such event we will notify you as soon as possible. We provide this monitoring as a courtesy to you and as a mandatory part of your VoIP service. Despite our monitoring efforts we cannot guarantee that all fraudulent calls will be captured.
Limitations
Operator-assisted long distance calls, collect calls, calls billed to third parties, and calls using a third long distance provider are not supported.
Long distance service may not always work for data or fax calls.
Billing
If you make long distance calls using your services, long distance charges will apply. For each call, TELUS will bill for a minimum of 30 seconds. After the first 30 seconds of the call, TELUS will bill the call in six-second increments.
Toll-Free Service
General Description
Toll-free service allows you to use North American toll-free numbers (also known as 1-800 numbers) with your voice service. Toll-free numbers can be reachable by callers within Canada or USA. We will act as a Responsible Organization for providing you with toll-free numbers and as a toll-free carrier delivering incoming calls to your voice service.
You can choose to port in or transfer your existing toll-free numbers to TELUS.
Your Responsibilities
In order for us to successfully port in your toll-free numbers, you must provide us with information such as signed TELUS authorization forms, account details, and copies of your bills with your current toll-free service provider.
Limitations
Toll-free service may not always work for data or fax calls.
Billing
If you receive calls to your toll-free service, toll-free charges will apply. For each call, TELUS will bill for a minimum of 30 seconds. After the first 30 seconds of the call, TELUS will bill the call in six-second increments.
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