Service Terms
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 | 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 |
Contracted Service Period (months) | % of fixed monthly charges for remaining service period |
25-60 months | 100% |
0-24 months | 50% |
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 | . | . | . |
TOTALS | . | . | . | $2400 | $85 | . | . |