Technical Support Policy for TELUS Business customers
Technical Support Policy for TELUS Business customers
Updated list of compatible operating systems, software programs and peripherals
In an effort to maintain the quality of our service, new standards have been established to update the technical support we offer. The following is a list of compatible operating systems, software programs and peripherals.
Operating systems
Technical assistance
Free basic service
Platinum technical support
Windows 10
Windows 8/8.1
Mac OS X (last 3 versions)
Included
(Network connectivity setup only)
Included
(Advanced connectivity setups/Internet access)
Tablets and smartphones
Technical assistance
Free basic service
Platinum technical support
iPhone, iPad, iPod Touch
BlackBerry systems
Android systems
Windows Phone systems
Included
(Network connectivity setup only)
N/A
Game players
Technical assistance
Free basic service
Platinum technical support
XBOX 360 / One
Playstation 3 / Playstation 4
Wii / Wii U
Nintendo 2DS / 3DS / 3DS XL
Included
(Network connectivity setup only)
N/A
Peripherals
Technical assistance
Free basic service
Platinum technical support
Dial-up modems
N/A
Installation and setup of drivers for modems that are ready to use (best service as possible)
High-Speed Internet modem (provided by TELUS Quebec)
Included
Included
Network card
N/A
Installation and setup of drivers for all types of 10/100/1000 network cards that are ready to use. (If the equipment is not supplied by TQ – best service as possible)
Software
Technical assistance
Free basic service
Platinum technical support
Microsoft Edge
Microsoft Internet Explorer 11 (Windows 8 and up)
Mozilla Firefox
Google Chrome
Email (Windows 10)
Microsoft Outlook (2010 and above)
Safari Mac OS X (last 3 versions)
Mail Mac OS X (last 3 versions)
Basic setup
Installation and setup of drivers for modems that are ready to use (best service as possible)
Internet network connectivity for supported operating systems
Basic setup
Included
Network card
N/A
Included (reinstallation of operating system files for connectivity/Internet access issues (e.g. DLL, INI, Preferences)
Phone
Setup and operation of mobile devices and phone equipment sold by TELUS for the warranty period.
Setup and operation of phone options offered by TELUS
Problem determination assistance for outside wiring
Support not provided for
Devices not sold by TELUS
Problem determination assistance and indoor wiring repair (including phone jacks) on non-TELUS wiring
Hooking up non-TELUS equipment (DVD player, VCR, home theatre)
Remote control not provided by TELUS
Programming macros on the remote control provided by TELUS
Top-up
In addition, customers can request support for any problem related to connecting to the network or sending emails. Level 1 TELUS Technical Support will not service any software not included in the TELUS technical support policy. Example:
Web page creation
Use of websites, grafts, extensions or additional services
All applications unrelated to the Internet
Operating system problems
Hardware problems (except for modem drivers and network card)