Order and Implementation FAQ
Processing Times
Once the order is submitted, the contract will be sent within approx. 2 - 4 business days, depending on whether a credit check is needed
Once the contract is signed you can expect the seats to be activated within approx. 2 business days
Welcome call or email from our Concierge team within approx. 2 business days of activation
Where can I find and sign my Business Connect contract?
Once the order is verified, we will send an email with a link to the contract. Please check your spam folder should you not receive the contract email within 2-4 business days after the order creation. Alternatively, you can use the order tracking portal (secure link provided via email) to get access to the contract; once ready, the order will be posted under the status ‘Contract out for signature’.
How can my Sales Representative Support my order? (Please provide your order number.)
Or start a new order by contacting our Sales team.
Issues with the link to the contract
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Sending to a different signing authority
Changes to the Business Connect order (e.g. add/remove seats, change the edition, add TELUS Professional Installation services)
Processing Times
Credit Checks take approx. 4 business days
If the quote is accepted, standard contracts are ready in approx. 4 business days
Once the contract is signed you can expect the seats to be activated within approx. 5 - 8 business days
After seats are activated, you will receive a welcome call or email from our Concierge team within approx. 2 business days
Billing starts as soon as seats are activated. One free month of service is provided to account for implementation
Charges are applied for the first partial month - free month(s) of service will be applied to the following full month
Credits do not apply to hardware, additional feature purchases, other products & TELUS Professional Installation service
Paperless billing - automatic enrollment in My TELUS account and registration email sent on activation
Once the welcome call or email is received:
TELUS Professional Installation technician booking within approx. 5 business days
Device Shipment within approx. 2-5 business days
Numbers Transferred within approx. 7 business days of successful submission
CSA shows temporary placeholder phone numbers - please wait for account activation & working phone numbers before printing business cards
Porting numbers will take a minimum of 7 business days after activation & installation. Your concierge, or TELUS Professional Installation will submit a request along with a signed letter of authorization and copy of the previous bill
Service will be interrupted during business hours and time of day cannot be scheduled (15-60 mins average)
Numbers should remain active and should not have any internet associated unless it is OK to cancel. Internet service can be moved onto a new number
For success, please inventory all previous services and DIDs, and plan whether they will be retained, transferred, or cancelled
Business Connect installations are 1 hour / seat on average (depending on number of devices)
Inside wiring and setup of 3rd party devices are not included
All users can attend a walkthrough at end of installation
If a router was purchased, a 20 min service interruption (of Internet) is expected for installation
Site
Not under construction, power available, clear and accessible (including phone panel)
Inside wiring completed and internet jacks available for desk phones
Internet and router is available and working - WiFi password is known. Router recommendations reviewed
Administrator
Access to email where activation link was sent & Account password
Provide direction on company call handling (setting devices to ring)
Provide a copy of the previous services bill to transfer numbers. Sign letter of authorization