Small Business

General Information

1. What is TELUS Business Email Service?

   TELUS Business Email Service is a full communication service, extending beyond basic email.  It's a corporate-class email and messaging service powered by Microsoft Communication Services, allowing you to access email, share content and calendar information in the office, at home or on the road.

   • Available when you need it, secure and synchronized to all of your Smartphone, PC and the Web with 24/7 support - all with no upgront costs or IT infrastructure investment
   • Access to email from almost anywhere from a wide variety of devices and from any location with Internet access
   • Peace of mind knowing you have an expert managing and securing your mail system

2. I currently use Outlook software on my office PC connected to POP3/IMAP4. Why would I want to use this service?

   Outlook offers mail, calendar, contacts and tasks for a single user.  When you add the full functionality of TELUS Business Email Service, you now have the option to access the same features from your web browser.  You also have access to meeting scheduling, to one another's calendar availability and to public folders - which can be shared between group members.  These folders can contain email messages, files, contacts, calendars, tasks and memos.

3. Why should I outsource my business email?

   Unfortunately, for many companies the cost of running an in-house Microsoft Exchange and BlackBerry Enterprise Servers (BES) is simply too expensive.  Upfront costs can exceed $10,000, plus staff time to maintain the servers.  This is why outsourcing makes sense for many businesses.  Business Email Service means that TELUS manages the technology on behalf of your business for a nominal monthly subscription fee.  Business email outsourcing allows buisnesses to enjoy the same enterprise-strength IT that Fortune 500 companies have, but at a price they can afford.

   Enjoy the following benefits:

   • Save Money:  save thousands of dollars by not having to purchase server hardware, licenses for Microsoft Exchange Server 2007, backup software, backup tapes, antivirus software, and an expert to setup and maintain it on an ongoing basis
   • Upgrades:  you no longer have to worry about keeping up with the latest version of Exchange, antivirus and anti-spam software; we automatically update the software on the servers
   • Protect against viruses and spam:  e-mail is the #1 method that viruses use to spread.  We perform automatic virus checking of all inbound and outbound emails and their attachments.  In addition, we provide advanced Cisco corporate anti-spam to protect your business.

4. What are the pros and cons of an in-house server implementation vs. TELUS Business Email Service?

   	Pros of TELUS Business Email Service	Cons of In-house Server Implementations
   Upfront investment	Zero upfront costs.  No need to purchase server hardware or software; no need for added IT personnel.  Ongoing fees are low, predictable and easy to budget.	Large upfront investment, often thousands of dollars, for hardware, software licenses, IT resources and more.  Unpredictable maintenance expenses.
   IT Resources	No dedicated IT resources required.  User maintenance can be performed by a non-technical person.  All system management is performed by TELUS.	Requires dedicated IT resources.  Managing a typical email system for a 100 person company takes 85% of a senior technician's time.
   Reliability and Maintenance	Backed by TELUS and hosted in TELUS' national Internet Data Centres.  Updates performed in timely manner by trained experts.  English and French technical support is provided across North America.	Lack of redundancy and bandwidth, poor administration, delay in upgrades - any of these can cause security and performance issues.  Server crashing and email interruptions cause business delays and loss of productivity.
   Security, Maintenance and Upgrades	Industry gold-standard Cisco anti-spam and Microsoft anti-virus is included and automatically updated.	Constant vigilance requried to combat viruses and SPAM.  Delay in upgrades.  Costly complex security solutions.

5. How can I be sure my e-mail is secure?

   Since TELUS Business Email Service is delivered via the web, there are three security considerations:  TELUS' servers, the client's infrastructure, and the communication between the two.

   • TELUS's servers are behind firewalls and are further protected by the TELUS Internet Data Centre's intrusion detection mechanisms.  The security provisions on a client's internal network are outside the scope of the standard offering, and any consultation on this matter should be addressed separately by an IT professional.
   • TELUS' Business Email Service services require that some outbound ports be open; which ports depends upon which e-mail access type is required.
   • All communication between these two infrastructures is performed by encrypted and authenticated protocols (128-bit SSL for Web-related access; Encrypted RPC for MAPI).  If desired, an additional direct VPN link can be established between the customer's network and the service, but that is not part of the standard offering and would be quoted separately.

6. Does TELUS Business Email Service include Anti-Virus & Spam protection?

   Yes, Microsoft Forefront Anti-Virus and Cisco Iron Port are both included as part of Business Email Service offering.  Messages are scanned for viruses and spam before they are available for reading.  Outbound messages are scanned before they are sent.  

7. My current solution is free or less expensive. Why spend more just for e-mail?

   TELUS Business Email Service allows you to increase productivity and streamline your communications.  Stay on top of critical requests by managing one small email inbox synchronized among multiple devices such as a Smartphone, laptop and desktop.  With a smarter mailbox, server based rules can remove spam or route email automatically even when you are away from the office.

   Your employees can have "Anywhere Access" to email.  Customers can benefit from greater information sharing and collaboration.  And your business is always online so you can increase connectivity, without increasing your IT staff.

8. What makes TELUS Business Email Service different from other provider offerings?

   When you add the full functionality of TELUS Business Email Service, you now have the option to access the same features from your web browser.  You also have access to meeting scheduling, to one another's calendar availability and to public folders, - which can be shared between group members.  These folders can contain email messages, files, contacts, calendars, tasks and memos.

   TELUS customer care reps will walk you through the entire set-up process and are available 24/7 for direct technical support inquiries.  Smartphone device and network support are also available with just a touch of a button.  Unlike other carrier solutions, you will never be transferred outside the company for support.

9. Is there a limit to how many subscribers can be signed onto TELUS Business Email Service?

   No, there is no limit to the number of subscribers that can be simultaneously signed on.

10. What do I have to do once I've ordered TELUS Business Email Service?

    • Ensure that you have provided all desired email addresses, established a Global Address List and created any desired distribution lists on the setup form provided to you
    • Call your Domain Name Service (DNS) (usually where you registered your domain name) to "repoint MX recors" to redirect incoming emails to TELUS servers.  This is a simple call, and a script of what to say is provided to you by TELUS.  This change may take 24 hours
    • Carry our all of your company's device and computer synchrnoization using provided instructions and help from you assigned TELUS Communication Services Assistant.

11. When I sign on to TELUS Business Email Service, does my entire company have to be subscribed to it?

    Yes.  Since TELUS will be managing the company's e-mail, the entire company must be mvoed over to the service.  Anyone using the same email domain (e.g. john@mycompany.ca) must be hosted together.  One of the benefits of TELUS Business Email Service is that you can choose the level of functionality that you want to provide each user, and pay accordingly.  Even at the Basic level, TELUS business Email Service provides excellent anti-spam and anti-virus protection - a great value.

12. Does Microsoft Outlook come with my Business Email Service subscription?

    Outlook for both Windows are Mac is available via download to subscribers of the Professional Plan.  To download Outlook, select Services>Exchange>Download Outlook from within the UC Management Centre console.

Email & Storage Questions

1. What is my Mailbox storage limit?

   Business Email Basic and Enhanced plans come with 2 GB, and the Professional plan comes with 25 GB of online email storage.  Additional storage is available for purchase for an additional monthly charge.

2. Will I stop receiving e-mail if I go over my storage limit?

   Yes.  You will be warned when you reach 90% of your limit but will continue to send and receive until your limit is reached.

3. Are personal archives stored offline counted as part of the storage limit?

   No, locally stored personal archives are not counted toward your online storage limit.  However, folders that are stored online within the mailbox will be counted toward your storage limit.

4. Are there any limitation/restrictions on the file size transfer (email size)?

   Messages are limited to 20 MB to ensure quality of service

5. Can I manage multiple Domains with my Business Email Service?

   Yes, Business Email Service Exchange servers allow you to host as many different domain names as you wish. Perhaps you want a personalized email address for communicating with your colleagues, and also a generic email address for communicating with customers. For example, if your company owns domain names for the .com, .net and .biz, you can have your-name@your-company.com, your-name@your-comany.ca and your-name@your-company.biz all pointing to a single mailbox.

6. Do I need a registered Domain Name to subscribe to TELUS Business Email Service?

   You must have a registered Domain Name to provision Business Email Service. For clients that don't have a domain, please visit www.telushosting.com for new domain registration.

7. Does my website or Domain Name have to be hosted by TELUS?

   No, you may maintain your current Domain Name hosting with your current provider.  However, you will have to contact your DNS provider with specific instructions to redirect your email to TELUS' email servers.

8. Can TELUS Business Email Service be integrated into existing company databases and applications (ie premise based BES servers)?

   No.  TELUS Business Email Service is a stand-alone product and cannot be integrated into other company applications or offerings.  

9. What if I can't access my computer when I'm travelling? How do I stay in touch?

   TELUS smartphones can connect conveniently to TELUS Business Email Service email from almost anywhere, so even if you're without your laptop, you're still connected. Through Outlook Web Access, you can also connect to your business email, calendar and contacts from any internet-connected computer.

10. Does TELUS handle the migration of all of my current emails to TELUS Business Email Service?

    Migrations of existing email can be accomplished by saving Outlook email files onto your hard drives, then re-importing these files once the transfer is complete. Please refer to step-by-step migration guide on www.telus.com/ucsupport for detailed instructions. For large or complex migrations, TELUS does provide assistance for an additional fee. Please contact your account executive for more information.

11. If I set up an email address, can I automatically get it forwarded to more than one person?

    TELUS Business Email Service offers a number of advanced forwarding options. You can create unlimited email addresses (aliases) that forward to one mailbox. From one mailbox you can also automatically forward to one other mailbox. To forward from one mailbox to more than one email address (e.g. a group), you will need to create a distribution list.

12. Can I delegate more than one person to access a mailbox?

    Yes, multiple people can be set up to access one mailbox.

13. If I happen to accidentally delete my email, can it still be recovered?

    If email is accidentally deleted, it goes to the your deleted folder. Once the deleted folder is emptied, you can still recover your email from the server within 14 days for Basic and Enhanced plan users and 30 days for Professional plan users. To enable deleted email recovery, your computer must be configured to either the IMAP, MAPI, RPC over HTTPS email connection protocols – please refer to the Business Email setup guide instructions on the UC Support site at telus.com/UCsupport.

14. What backup is offered?

    As long as the information is stored on the email server, there is an ongoing backup process allowing for recovery of the content in case of a disaster/failure. TELUS makes no representations or warranties with respect to the availability of customer data for data restoration purposes or, if data is available for restoration purposes, the time it will take to restore customer data. If the Customer requests that TELUS restores deleted data and the data is available for restoration, TELUS will utilize commercially reasonable efforts to restore the data within a reasonable period of time.

15. Does TELUS provide Email Archiving services?

    Yes, through our partner Global Relay, Email Archiving with eDiscovery search & retrieval and Compliance Email Archiving are both available to TELUS Business Email customers. For more information, please contact your TELUS accounts executive.

Mobile Device

1. Can I use a non-TELUS Smartphone with TELUS Business Email Service?

   Yes, a TELUS Business Email Service Professional plan can be synchronized to non-TELUS mobile devices.

2. What is the difference between BES and BIS, and which do I need?

   TELUS provides a Blackberry Sync for an additional monthly fee, to be used in conjunction with the Business Email Enhanced and Professional plans.

   Blackberry Enterprise Service (BES)

   For Business Email customers who need support for a range of BlackBerry Enterprise Service (BES) capabilities, TELUS provides a Hosted BlackBerry service. Blackberry Sync offers the most commonly requested capabilities such as:

   • Wireless access to e-mail, calendar, tasks, and contacts
   • Device management such as remote device wipe, password reset, managing users, and setting security policies
   • Active Directory lookups
   • Ability to implement instant messaging for Blackberry (Instant Connect)
   • Over the air device activation
   • Full BlackBerry support

   TELUS provides the following support at TELUS data centers:

   • Hosting and operation of Blackberry Enterprise Server
   • BES server, client licenses and support services (There is no need for customers to provide licenses or service agreements)
   • Technical support

   TELUS provides a Blackberry Sync for an additional monthly fee, to be used in conjunction with the Business Email Professional plan.

   Blackberry Internet Service (BIS)

   BlackBerry Internet Service (BIS) is a wireless data plan available from your mobile carrier that enables the pushing e-mail to your BlackBerry Smartphone. Other information such as contacts and calendar information cannot be wirelessly synchronized and can only be updated through a wired connection.

   Which one do I need?

   Whether you need BIS or BES depends upon the type of functionalities needed.

   BIS supports mobile e-mail on a BlackBerry.

   If your company utilizes TELUS Business Email, Blackberry Sync utilizes BES to synchronize all calendar and address information in real time without requiring the need for a wired. It also gives you the added benefit of BlackBerry security features (policies, remote device wipe, password resets), support and management that is not available with a Blackberry Internet Service (BIS). These are all factors that make the Blackberry and your Business Email experience much richer and secure.

3. Can I configure both ActiveSync and BlackBerry Enterprise Server device support for a single account?

   Yes, you can access email with two different devices on the same TELUS Business Email Service account.

4. What operating systems and software do TELUS Business Email Service clients need?

   Outlook 2003 + Windows XP with Service Pack 1 is the minimum recommended software and operating system. However, upgrading to the latest version of Outlook will allow you to benefit for the increased functionality.

Support

1. I'm worried about customer service and timely follow-up. What happens if something goes wrong?

   Your organization will benefit from direct 24/7 business service support and an email system managed by trained specialists who are responsible for protecting your application and data. For technical support, call the TELUS Customer Contact Centre team directly at 1-877-846-4456.

2. How do I make administrative changes to my distribution lists & email addresses?

   Administrative changes can be made using the self-serve UC Management Centre control panel. To access the UC Management Center, please visit www.telus.com/ManageUC

3. Where do I go to access user guides and support documentation for my TELUS UC Services?

   Support documentation is available on the TELUS UC Support site at www.telus.com/ucsupport.

4. Where can I get support information for Outlook?

   Support information for Outlook can be found on the on the Microsoft Website

Email to a Friend? Was this page helpful?