The terms in this section, called the “service terms”, apply to a group of services or a specific service within a group.
Service | Measure | Standard | Threshold | Total Outage = Credit Amount |
Network as a Service | Service Availability | 100% 7 days x 24 hours | 99.99% | ≤ 0 hrs 43 mins = 0% of monthly fixed charge , < 0 hrs:43 mins = 20% of monthly fixed charge, < 15 hrs;6 mins = 40% of monthly fixed charge, < 29 hrs:30 mins = 60% of monthly fixed charge, >43 hrs 54 mins = 80% of monthly fixed charge |
Service | Measure | Standard | Threshold | Total Outage = Credit Amount |
Network as a Service | Service Availability | 100% 7 days x 24 hours | 99.99% | ≤ 0 hrs 4.4 mins = 0% of fixed monthly charge, >0 hrs 4.4 mins-< 0 hrs 43 mins = 20% of fixed monthly charge, > 0 hrs:43 min - < 15 hrs;6 mins = 40% of fixed monthly charge, >15 hrs;6 mins - < 29 hrs:30 mins = 60% of fixed monthly charge, > 29 hrs:30 mins = 80% of fixed monthly charge |
Month of service period at which the cancellation occurs | % of fixed monthly charges for remaining service period |
0 – 24 months | 100 % |
25 – 60 months | 50 % |
Product | Max Bandwidth (Mbps) Bi-directional |
NaaS Service - Managed Internet - 25 | Up to 25 |
NaaS Service -Managed Internet - 100 | Up to 100 |
NaaS Service -Managed Internet - 300 | Up to 300 |
NaaS Service -Managed Internet - 500 | Up to 500 |
Managed Internet Features | Feature Description |
Proactive Management & Monitoring | Around the clock surveillance, fault management, configuration management |
LTE Wireless Resiliency with external modems | 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. If you are unable to or do not order a second wireline access you will not be able to receive any credits for a failure of the service to achieve the Service Availability Threshold. The LTE Mobility backup provided with TELUS Network as a Service is intended only for providing a backup path for the Network as a Service. 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. |
CPE | A CPE is provided at the service location. The CPE is our property and must be returned when the Agreement ends or is terminated or it will be charged |
99.9% availability Service Availability Threshold | 99.90% Service Availability Threshold is measured monthly with reactive credit if target is not meet. This is further described below – under the Service Availability Threshold section. |
Proactive Monitoring | We will monitor the Service and where possible proactively correct your network issues. A toll free number is also provided to call in for issues. |
Online Portal Configuration | A portal is provided to you for configuration and viewing Service Availability Threshold and network performance reports. |
Next Business Day CPE replacement | If the Network as a Service CPE has failed a replacement will be shipped using next business day shipment if this delivery option is permitted by our courier. |
Port Address Translation | Network as a Service provides both Network and Port Address Translations to provide hosts behind the network equipment to access the Internet. |
Flow-based Quality of Experience (QoE) | Traffic can be grouped based on flows and the groups can have priorities assigned to them. |
Service Level Availability Reporting | The Network as a Service portal will provide up to date reporting on the Service Availability Threshold of each service location in your network. |
Service Analytics Reporting | Network and service performance reporting is displayed in the Network-as-a-Service portal. |
Stateful TCP Firewall with Access Control List | Network as a Service provides built-in stateful TCP firewall protection |
Optional Features | Feature Description |
Network as a Service Virtual Private Network with Encryption | Network as a Service offers an optional IPsec encryption between Network as a Service sites to create virtual private networks. |
On-Site CPE Spare | An on-site spare is available to reduce repair time of failures due to defective Network as a Service CPE. You are responsible for safe storage of the CPE so that in the event of a CPE replacement this CPE can be easily accessible and in working condition. |
High Availability (99.99% Service Availability Threshold with Dual CPE) | Two CPEs are deployed at a site which are setup in high availability mode. The two CPEs are both active and when one fails, all the traffic will failover to the other CPE. The Service Availability Threshold of a service location with this option is increased to 99.99%. |
NaaS-MPLS Gateway | The NaaS-MPLS gateway connects a service location to TELUS MPLS Network or to TELUS hosted services in our data center such as TC2. With the gateway traffic can pass between NaaS and TELUS MPLS networks. |
White Glove Configuration | This feature provides you with 2 hours of professional service time with our back office team working together with your contact to provision and configure the Network as a Service service. |
Product | Max Bandwidth (Mbps)Bi-directional |
TELUS Managed NaaS - 25 | Up to 25 |
TELUS Managed NaaS - 100 | Up to 100 |
TELUS Managed NaaS - 300 | Up to 300 |
TELUS Managed NaaS - 500 | Up to 500 |
Feature | Description |
TELUS Managed NaaS | TELUS Managed NaaS provides a Managed virtual private network (VPN) service that connects the service locations in United States to your Canadian service locations. |
Product | Total throughput (Mbps) Bi-directional |
50 Mbps | 50 |
100 Mbps | 100 |
500 Mbps | 500 |
1000 Mbps | 1000 |
Service Element | Description | Customer Responsibility | TELUS Responsibility | |
Software | Includes all of the Managed NGFW Service and pre-defined security policies documented in the Service description, maintenance of Service configuration and ensuring software is at certified version levels supported by TELUS. | No | Yes | |
Software | Confirm pre-defined policies and Managed NGFW Service as documented in Service description does meet your needs and expectations. | Yes | No | |
Software | Provide any additional software, when applicable, included in the Managed NGFW Service such as for example: VPN client, AD agent, etc. Additional charges may apply. | No | Yes | |
Software | Install and maintain endpoints or servers where additional software, when applicable, need to be install. | Yes | No | |
Use of TELUS Systems & Infrastructure | Includes TELUS trouble ticketing system to track and report issues; provide access to TELUS Managed Security Services portal; monitor Service (7x24); provide patch management; portal reporting and monthly SLO performance reports. | No | Yes | |
Scheduled Maintenance & Change Management | Engage us on any new items that may necessitate a change after Managed NGFW Service is accepted when applicable. We will inform you of any applicable charges. Included changes are made Mon-Fri 6am to 6pm EST. Schedule maintenance to install firmware patches and updates; maintain current security signatures as approved by us and maintain configuration documentation accessible to you as requested. | No | Yes | |
Scheduled Maintenance & Change Management | We will inform you of any applicable charges for change request you submit. Included changes are made Mon-Fri 6am to 6pm MST. Schedule maintenance*** to install firmware patches and updates; maintain current security signatures as approved by us and maintain configuration documentation accessible to you as requested. | No | Yes | |
Scheduled Maintenance & Change Management | Ability to schedule change requests to fit your change management process. | Yes | Yes | |
Event Response (Service Assurance) | Provide a designated contact for us to communicate the status of single ticket events and any systemic problems impacting our ability to meet Service Thresholds. Contact would be available for first level trouble shooting and problem diagnosis. | Yes | No | |
Event Response (Service Assurance) | Provide single point of contact to create the trouble ticket and follow through to resolution. | No | Yes | |
Security Management | Notify our single point of contact of your primed changes that may impact the operation of the Security Service(s). | Yes | No | |
Security Management | Includes 24x7 logging of purchased Managed NGFW Service (s). Work with you to ensure proper service operation when notified of your primed changes and ensure devices maintain latest security signatures approved by us. | No | Yes |
Management Tier Option | Standard | Expedited / Non-Standard | Emergency |
Essentials | N/A | N/A | N/A |
Advanced | Up to 5 changes per month per service | Time and Material | Via Trouble Ticket and Change request |
Enterprise | Up to 10 changes per month per service | Time and Material | Via Trouble Ticket and Change Request |
Measure | Indicator | SLO: Business Hours | SLO: After Business Hours |
Response and completion for Standard Change Request | Elapsed time from reception of your change request to initial acknowledgement of receipt by us. | 15 Minutes* | 15 Minutes |
Response and completion for Standard Change Request | Elapsed time notification back by us to completion (unless parties agree that the change shall be made during Scheduled Maintenance). | 16 Business Hours | 16 Business Hours |
Response and completion for Standard Change Request | Elapsed time from reception of your change request to initial acknowledgement of receipt by us. | 15 Minutes* | 15 Minutes |
Response and completion for Standard Change Request | Elapsed time notification back by us to completion (unless parties agree that the change shall be made during Scheduled Maintenance Window***) | 12 Business Hours | 12 Business Hours |
Response and completion for Emergency Change Request** | Elapsed time from reception as a trouble ticket priority of SEV2 by us. | 15 Minutes* | 15 Minutes |
Response and completion for Emergency Change Request** | Elapsed time notification back by us to completion (unless parties agree that the change shall be made during Scheduled Maintenance Window***). | 2 Hours | 2 Hours |