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High Speed Internet Access (HSIA) Service Terms

Service terms for unmanaged High-Speed Internet Access (“HSIA”) services

The terms in this section, called the “service terms”, apply to a group of services or a specific service within a group. The terms in this section apply to the unmanaged High-Speed Internet Access (“
HSIA
”) services, which can vary depending on available technology and speed (the “
HSIA Services
”).

1.0 High-Speed Internet Access

1.1 General Description

The HSIA Services are unmanaged broadband access services that provide you with high-speed internet. The HSIA Services are dependent on a network path/interconnection from your service location to the internet using the Internet Protocol (“
IP
”).

1.2 Service Elements and Features

Service Plans
The HSIA Services include the following standard service elements:

  • Different HSIA plans are available for each expected download speed range, dependent on available technologies, which include GPON, XGS-PON, copper, wireless internet and other types of HSIA access provided by other carriers.

  • For each service location, we will identify in Your Services & Summary Charges the expected HSIA Service plan at the qualification stage, for which the expected download speed range is set out in the table below. If the expected HSIA Service plan is not available at the time of install, we will offer another HSIA Service plan within the same or better download speed range. The upload speed may differ from download speed depending on the HSIA Service plan technology. If a better plan becomes available within the service period, we can change the HSIA Service plan without the need to formally amend the contract as long as the applicable monthly fixed charge remains the same.

  • The following chart shows a list of available HSIA plans that is not exhaustive of all available plans. The plan that appears on Your Services & Summary Charges is the plan that applies.

    Download Speed Range

    Plan Names

    Up to 15 Mbps

    Office Internet Lite Office Internet Basic Office National Internet Basic

    16 – 25 Mbps

    Office Internet Office National Internet Internet Smart Hub 25

    26 - 75 Mbps

    Office Internet Plus Office Internet Enhanced Office National Internet Plus Office National Internet Enhanced Internet Smart Hub 50

    76 – 150 Mbps

    Office Internet Professional Office Internet Complete Office National Internet Professional Office National Internet Complete Office Internet 150 Internet Smart Hub 100 Fibre Internet 150

    151 – 300 Mbps

    Office National Internet Extra Office Internet 300 Fibre Internet 300

    301 – 750 Mbps

    Office National Internet Advanced

    751 – 1000 Mbps

    Office National Internet Premium Office Internet 1G Fibre Internet 1G

    1 – 1.5 Gbps

    Office National Internet 1.5G Fibre Internet 1.5G

    1.5 – 3 Gbps

    Fibre Internet 3G

    3 – 5 Gbps

    Fibre Internet 5G

Features
HSIA Plan features include the following elements:

  • Unlimited monthly usage

  • Dynamic IP address(es) (unless prescribed by security requirements)

  • 24/7 technical support

Available optional service elements can be added, if available:

  • TELUS email account(s)

  • Static IP

HSIA Services details may be updated from time to time. However, we will continue to provide the HSIA service elements and features included in the HSIA Services plan indicated in the Your Services & Summary Charges. Additions or changes to your optional service elements may incur additional monthly charges.

If the underlying technology is a satellite connection, a radio/antenna is installed on the exterior of a building (typically the roof) that allows for line of sight to be maintained with overhead satellite(s). In such a case, the antenna or required equipment and the IP addresses are provided by the selected carriers. If the underlying technology is a fixed wireless connection, a wireless modem will be provided. Signal range and penetration of the wireless capabilities will depend on factors, such as weather, the topography, the number and density of walls and ceilings in the networked area, and may change over time. The wireless transmission may be susceptible to interference from other devices such as cordless phones, microwave ovens and electric motors.

1.3 Installation and Infrastructure

Service Infrastructure
We will supply, install, maintain and repair all facilities and equipment necessary for the HSIA Services up to the point of connection at your service location as identified in Your Services Charges Details.

Installation
Installation options available for the HSIA Services will depend upon the service location site and the HSIA Services plan available. Standard installation excludes any requirements imposed by the building owner or management, including conduit installation, which will be billed in one-time charges if required.

In certain cases, there may be further installation of a wall jack or inside wiring required. In the event unforeseen additional requirements are needed, we will discuss those options and obtain your agreement regarding potential additional charges.

In order to provide the HSIA Services to you, we may need to install equipment including a HSIA modem-router at your service location. In which case, you are responsible for taking reasonable care of this equipment.

We will make commercially reasonable efforts to provide the HSIA Services within our standard service implementation intervals, but failure to meet such is not a breach or default of this agreement and will not result in any credit, refund of charges or payment of any amount.

There may be instances at the time of your installation that the service area does not meet the expected quality standards to deliver the ordered HSIA service plan. We will notify you in writing and the site(s) will be cancelled without any cancellation charges.

Construction
We are responsible for the installation and maintenance of the service components required to provide HSIA Services up to the legal boundary of your service location. We may charge a one-time charge for additional work and equipment to extend our network facilities on your service location, including any requirements imposed by the building owner or management, including conduit installation. Consequently, you shall pay, if required, for each particular service location, any one-time charge to cover those expenses up to the amount specified in your Services Charges details. The one-time charge to cover those expenses will be confirmed after installation.

Unforeseen circumstances may cause the actual cost of one-time charge to exceed the pre-approved one-time charge specified in your Services Charges details. In which case, you can agree in writing to pay the actual cost of a one-time charge or cancel the HSIA Service at such service location without any obligation for you or for us.

Changes in the environment or location of any service components at the service location require our approval.

Equipment
If wireless connectivity is required, we may provide you with an HSIA modem with integrated Wi-Fi, or an HSIA modem with external Wi-Fi access points. Signal range and penetration of the wireless capabilities of the HSIA Services will depend on factors such as the number and density of walls and ceilings in the networked area and the distance between the high-speed wireless gateway and your computer(s). The wireless modem may be susceptible to interference from other devices such as cordless phones, microwave ovens and electric motors. When using the wireless capabilities of the HSIA Services to access the internet or any other online network or service, there are certain risks that may allow other service users or internet users to gain access to your computer system or your HSIA account. You should take all appropriate security precautions when using such wireless capabilities, including encrypting your network, installing a firewall and an anti-virus solution, selecting secure passwords, allowing only pre-approved computers and users on your network, and disabling computer file sharing capabilities when moving your computers outside of your network.

1.4 Your Responsibilities

Security
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.

Use
When using the HSIA Services, you must comply with TELUS acceptable use policy and IP address policy, published at
telus.com/aup
 (“
AUP
”). We may change the AUP at any time, at our discretion. We will publish the new AUP at
telus.com/aup
, and you are responsible for reviewing this policy regularly. If the underlying technology is a satellite connection, the carrier policy will also apply and be provided to you separately.

Passwords
You are responsible for managing all passwords related to the HSIA Services, including maintaining the confidentiality of your user account and all passwords related to such account.

1.5 Specific Conditions

Speed limit
Speed and throughput levels may vary post-installation for HSIA Services. Speed is a function of many factors, some of which are out of our control. Internet speeds and signal strength may vary depending on the technology used, the location, the configurations, the usage within your office network, the internet traffic, the number of users and the applicable network management. We do not guarantee that you will reach the maximum speed range of your service plan at any time. Download and upload speeds may be asymmetrical or symmetrical depending on the HSIA service plan technology. The speed shall be calculated with a wireline connection between the terminal and the first network element part. To take full advantage of the speed, minimal computer components are required. Maximum speeds require optimal network conditions on a wired connection. Concurrent data streams, including combinations of uploads and downloads, may be required to access maximum speeds. Maximum speeds may not be achievable using a single device.

System requirements
You must ensure that your equipment and software meet the current minimum system requirements we may specify to you from time to time and as being necessary for access to the HSIA Services. We will post such minimum system requirements on our website.

Static IP
Static IP is an optional add-on to your HSIA service. Depending on your HSIA service, availability and configuration may vary.

Static IP Subnet: You will be assigned a Static subnet with single or multiple static IP addresses. To implement the Static IP subnet, you will need to manually configure your end device(s) with the gateway IP, subnet mask, usable IP(s) and DNS (Domain Name Service). You are responsible for managing the configuration of your devices and installing and managing your firewall.

Static IP Subnet Registration with ARIN: Your Static IP subnet and its associated IP address(es) will be registered with the American Registry for Internet Numbers (“
ARIN
”), a non-profit organization that is responsible for managing and distributing IP addresses in Canada and the United States. Once registered in accordance with ARIN’s policies, the record of your HSIA account’s use of the IP address(es) will be publicly available through the ARIN Whois registry service, which is a public database. To learn more about Whois, please visit ARIN’s website at
https://search.arin.net/rdap/
.

By purchasing these HSIA Services, you agree that the HSIA account holder’s name and address will be published and publicly available through the Whois service.

If your HSIA account is registered under your personal name and/or personal address, and you do not wish for those to be publicly available, you must contact us to request their removal from the registry.

DHCP Static IP: Dynamic Host Configuration Protocol (“
DHCP
”) Static IP is provided via DHCP direct to your end devices. To implement the TELUS DHCP Static IP, your end device must be configured to request an address via TELUS’ DHCP Static IP server. Each IP address will be registered to the media access control (“
MAC
”) address for the device that needs it, which will retain the reserved IP until the MAC address is removed or changed.

If your MAC address is not registered, you will be assigned a dynamic IP address by default. In most cases, this will be a public IP address, which will allow you to browse the internet. In some cases, you will be assigned a private IP address, such as 10.x IPs, which will not allow you to browse.

DHCP Static IP addresses are assigned by us. DHCP Static IP addresses are location-dependent and are subject to change in the event of a move or network upgrade.

Email
To use TELUS email, you must activate the account at
email.telus.net
within three (3) months of setting up the mailbox and access the mailbox at least once every 18 months to avoid deletion of the mailbox, including email addresses and contents. TELUS email includes an
@telus.net
email address, 15 GB of storage per mailbox, and access to your calendar and contacts. TELUS email is provided by Google LLC, and is the enterprise-grade G Suite (also known as Google Workspace). Google owns all behavioural data (which is aggregate, non-identifiable usage information), and may transfer, store and process TELUS email data in the U.S. or any other country in which Google or its agents maintain facilities. You consent (and you will ensure that your end users consent) to this transfer, processing and storage. All Google systems, equipment and facilities used to store or process TELUS email data will adhere to reasonable security standards to meet industry practices. You must not, and you must ensure that your end users do not, use TELUS email for activities where TELUS email failure could lead to death, personal injury or environmental damage, or violate the Google Acceptable Use Policy (
https://workspace.google.com/intl/en/terms/use_policy.html
). You will indemnify, defend and hold us harmless from all liabilities to the extent arising out of a third party’s claim regarding your email data or Google AUP violations (except to the extent caused by Google).

Software
Any software and related documentation that forms part of the HSIA Services is protected by applicable intellectual property laws, remains our or our suppliers’ sole property, and is subject to applicable software licenses.

Promotional Offers
You may be eligible to receive a discount on your monthly charges if you subscribe to multiple TELUS services at the same time and you meet all eligibility requirements applicable to such promotional offers. If you are eligible to receive a discount, such discount will appear on your monthly bill as a promotional offer and will be applied before applicable taxes. TELUS reserves the right to cancel or remove such discount or other promotional offers at any time without prior notice if (i) you no longer subscribe to multiple TELUS services at the same time such that your services are unbundled, or (ii) you otherwise no longer meet the required qualifications to receive the applicable discount on your monthly charges.

1.6 Service Performance

Support
We do not offer a performance commitment on the HSIA Services. Our Services Help Desk will provide 24 hour, 7 days per week assistance on a reasonable effort basis.

Maintenance activities
From time-to-time, we will conduct activities to maintain the performance and reliability of your network connection. Your HSIA Services may experience a disruption while we complete necessary maintenance and upgrades to our network; however, your HSIA Services will be restored upon completion. Reasonable efforts will be made to limit the maintenance window between midnight and 06:00 am local time. When maintenance requires you to make changes to your network, we will strive to inform you via the email address that you provide at the time of activation. 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. Maintenance activities are posted on
www.telus.com/outages
.

1.7 Service Cancellation

Your Content
We have no responsibility to notify any third party of the cancellation of your HSIA Services. If your HSIA Services are cancelled, we shall have no obligation to forward any unread or unsent messages or to maintain any messages, information or other content related to your accounts. You acknowledge that all such messages, information and content may be immediately deleted.

Return of TELUS’ equipment
If TELUS-owned equipment is provided to you by us with your HSIA Services, such will remain the property of TELUS. You must return all of our equipment to one of our approved depots within 14 days of cancellation of the HSIA Services, unless we direct you otherwise. If you do not return our equipment or if the equipment is returned damaged, we will bill you the cost of the equipment (plus applicable taxes).

Equipment purchased through TELUS Easy Payment® Program, becomes your property upon delivery.

Cancellation Charge
When your HSIA service is cancelled, we calculate the service cancellation charge using the table below. The service cancellation charge is the aggregate of the percentage of the total monthly fixed charges remaining for the service period after cancellation.

Month of the service period at which cancellation occurs

% of monthly fixed charges for the remaining service period after cancellation

0 – 24 months

100%

25 – 60 months

50%

TELUS can cancel the HSIA Services without any liability if the underlying carrier cancels the service for any reason.

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