Terms of Service
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 |
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 |
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 |
Contracted Service Period (months) | % of fixed monthly charges for remaining service period |
0 – 24 months | 50% |
25 – 60 months | 100% |
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% |
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 |
TOTALS | . | . | . | $900.00 | $205.00 | . | . |