INTRO Internet Gateway Clause Samples

INTRO Internet Gateway. TELUS will provide The Customer with high-speed connectivity to the Internet that is burstable to LAN Access speed. The Service Level is IP Intro, which does not provide a minimum guaranteed throughput level. This gateway service is only delivered over the LAN Interconnect Services access facility extending from TELUS' internet gateway to The Customers office LAN environment. There are no monthly usage charges for IP Intro Internet Gateway (as outlined in Item 3, Term & Pricing, Section (d)). The Customer agrees to comply with TELUS' Acceptable Use Policy. In providing this service for The Customers internal network, TELUS will include the following packaged features: - Provisioning of required IP addresses, subject to TELUS' IP Address Policy. - Full management Communications Services, including 24 hour surveillance, fault management, configuration, name and address, and change management. - Comprehensive monthly reporting of Access usage. Table 1 below defines the escalation procedures and procedures for change requests. Technical Problem Examples: - Significant degradation of performance - Unable to reach internet Internal Technical Resource To determine if problem is customer or TELUS related Internal technical staff determines likely source of problem or work-around TELUS Help Desk If problem appears to be on the TELUS Network, then call immediately: ▇-▇▇▇-▇▇▇-▇▇▇▇ TELUS will respond to call within 30 minutes from receipt of notification of reported problem TELUS will proactively call The Customer upon identification and resolution of service affecting problems Service Operation Questions Administration Questions Examples: - Determining agreed upon maintenance windows - Addressing changes TELUS Help Desk Call during normal operation hours (8 am to 5 pm Monday through Friday) E-mail Help Desk at ▇▇▇▇▇▇▇.▇▇▇@▇▇▇▇▇.▇▇▇ TEUS will respond to query during normal business hours All other Customer Service Questions Examples: - Billing inquiries - Terms and Conditions - Additional Service Offerings TELUS Customer Services Representatives SERVICE LEVELS LAN INTERCONNECT SERVICES The following is a summary of the service levels common to all LAN Interconnect services. Each measure is comprised of an indicator that can be quantified, a related standard of performance, and a specific Service Level. Service - Total elapsed time from problem identification to customer notification - Service Support oscalation procedure - Less than 30 minutes - Escalation procedures ...