Business Internet Service Terms
The terms in this section, called the “service terms”, apply to a group of services or a specific service within a group.
1.0 Internetworking Services
The following service terms apply to all Internetworking Services.
Internetworking Services is a group of services offered by TELUS that enable you to send and receive data using the Internet protocol and your communications equipment and systems. These services provide connections to the Internet and private networks.
1.2 Service Infrastructure
If TELUS finds out during installation of a service at a service location that either the necessary infrastructure is not available or you do not agree to pay for unforeseen costs to complete the installation, TELUS will cancel the installation and terminate the service at that service location. You will not be required to pay the service cancellation charge. We will return any installation fees you may have paid, and we will not be required to provide the service at that service location.
TELUS is responsible to maintain its network. TELUS may perform maintenance activities during scheduled maintenance periods, or at other times when necessary. TELUS’ maintenance schedule is published at telus.com/maintenance, but TELUS may change the maintenance schedule at any time without notice to you. If we need to perform maintenance outside of scheduled maintenance periods, TELUS will send an email to the contact email we have for you. 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.
When using the services, you must comply with TELUS’ acceptable use policy and IP address policy, published at www.telus.com/aup (“AUP”). TELUS 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.
Some Internetworking Services include a service availability threshold, which is the percentage of time in a month that the service should be available for your use, compared to the standard. If a service does not meet the threshold, TELUS must provide you with a credit on your bill.
TELUS will calculate and apply credits separately for each service location and for each service connection. 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:
(a) networks or equipment of another carrier or service provider,
(b) you, your network, or your other services, or
(c) an event beyond TELUS’ reasonable contract, and
except for any period of unavailability that occurs when TELUS is performing maintenance activities.
The total periods of unavailability over the calendar month, less these exceptions, are called the “Total Outages”.
The credit is a percentage of the fixed monthly charge for the service connection up to a maximum of 80% of that fixed monthly charge. The availability threshold, the amount of the credit, and other details about service levels for a specific Internetworking Service are in the service terms for that service.
Although we make reasonable efforts to meet the service availability thresholds, if a service does not meet a threshold, we will not be in breach of this agreement, and the credit provided will be your only remedy for such failure. TELUS will not be obligated to pay any other compensation and will have no other liability to you for any failure to meet a threshold.
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.
1.5 Service Cancellation Charges
When an Internetworking Service connection is cancelled, TELUS will charge you the total fixed monthly charges remaining in your service period.
TELUS may, at its discretion, waive the service cancellation charge if you replace the cancelled service with another TELUS Internetworking Service at the same service location, and the value of the replacement service is greater than the value of the cancelled services.
1.6 Business Internet Bundles Service
The service terms in this subsection apply only to Business Internet Bundles Service, which is an Internetworking Service.
Business Internet Bundles Service connects your local area network to the Internet using the Internet Protocol (“IP”). This service uses a dedicated, TELUS-provided connection from TELUS’ access point on the Internet to a TELUS-provided device located at your service location. The TELUS device is equipped with a port for connection to your network. The service connection ends at that port. The TELUS device is usually located in a common telecommunications area at your building. TELUS provides all equipment required to install the service within your building to a maximum cost of $2000 for each service connection.
The Business Internet Bundles Service products available from TELUS include bandwidth options and usage options:
If the 95th percentile usage option is available with a bandwidth option and you have selected that option, data can be transferred through the service connection at a higher rate than the rate stated in the bandwidth option, up to the maximum bursting rate.
Distributed Denial of Service (DDoS) Protection Basic Service
Distributed Denial of Service (DDoS) Protection Basic Service is an additional service that TELUS provides, at no additional charge, with Business Internet DSL Based Service. This service helps to lessen the effects of a volumetric, distributed denial of service attack, which is a targeted attack on your network or website by unknown persons using a large amount of unwanted data messages. This service does not cover DDoS Application Layer 7 attacks or DDoS attacks initiated within TELUS’ network, or originating from any TELUS Canadian peering links.
If your network or website crashes or becomes unavailable due to this type of attack, you may contact the TELUS service desk. TELUS will help you by redirecting data sent or received through your Business Internet DSL Based Service connection to a TELUS network location. We will block or remove the unwanted data, and permit other data to be sent through your service connection.
TELUS will only provide this service at your request when you experience this type of attack. When you request the service, TELUS will require your technical network confirmation information, a single point of contact, and approval for TELUS to redirect your data until your normal data patterns resume.
TELUS is not responsible if any of your data is lost or corrupted because of anything we do or do not do in providing this service. We do not guarantee that only unwanted data will be removed or that only legitimate or wanted data messages will be sent to you when we provide this service. Your Business Internet DSL Based service connection may take longer to send or receive data messages during the period that we are redirecting your data. In the event of multiple attacks on TELUS customers, priority will be given to customers who subscribe for the Distributed Denial of Service (DDoS) Protection Plus Service.
For each service connection, TELUS provides an access line, called the “remote access line”, between each service location and our network for maintenance purposes. The remote access line is separate from the business telephone line used to provide the service, and is only for TELUS’ use. You must make sure that the remote access line is always connected to the TELUS network connection specified by us, and that no other devices, such as telephones, facsimile machines, or modems, are connected to the remote access line.
You are responsible and will be liable to TELUS for:
(a) all charges, including long distance charges at rates determined by us, and
(b) any losses and liabilities sustained by us, related to use of the remote access line by you or any person other than TELUS.
The usage options available from TELUS are:
Flat rate ( All data sent and received included in fixed monthly charge )
Pay as you go ( All data sent and received charged per gigabit )
95th percentile ( Actual bursting rate over bandwidth rate charged per megabit )
Flat rate All data sent and received included in fixed monthly charge
Pay as you go All data sent and received charged per gigabit
95th percentile Actual bursting rate over bandwidth rate charged per megabit
TELUS measures the actual bursting rate by sampling data sent and received through the Business Internet Bundles Service connection during the monthly billing period. The samples are then sorted from the highest transfer rate to the lowest, and the five percent of samples with the highest transfer rate are removed from the calculation. The actual transfer rate of the next highest remaining sample is rounded up to the nearest Mbps and is used as the actual bursting rate for that monthly billing period.
A fixed monthly charge applies for each Business Internet Bundles Service connection.
Flat Rate Usage Option all data you send and receive through the Business Internet Bundle Service connection in the monthly billing period is included in the fixed monthly charge.
Pay As You Go Usage Option additional charges apply each month for each gigabyte (“Gb”) of data sent and received through the Business Internet Bundles Service connection in the monthly billing period.
95th Percentile Usage Option additional charges apply each month for each Mbps that the actual bursting rate exceeds the transfer rate stated in the bandwidth option.
After 3 months from the installation of a service connection, you may ask TELUS to change the product, although the monthly charge may change. The general terms describe how to request a change.
TELUS uses IP addressing and routing standards to provide this service. You are responsible for maintaining your local area network and non-conflicting LAN addresses.
Service Availability Threshold
This table sets out the service availability thresholds and credit calculation for Business Internet Bundles Service: