iTel Description of Services

Descriptions of services as below are to the Site(s) as specified by Customer and accepted by iTel.
iTel installs only up to the main demarc of the main building at the Site. For clarity, any reference to the Demarcation Point or Demarc will not include extension to any suites or units, even if they are referenced per Section 2: Customer Site

Per the Standard Terms and Conditions:

  • “OnNet” Services means any Site where iTel owns local access circuits which are directly connected to the iTel backbone network.
  • “OffNet” Services means any Site where iTel uses a third-party carrier to provide local access circuits to the iTel backbone network or where iTel is required to complete a fibre build to a Site.

ADSL

“Services” means provision of ADSL Internet Services and an ADSL modem at the Site.
Demarcation Point will be the RJ45 Connector at the Site.

  • Speeds listed in the table above are the maximum theoretical and are affected by distance from the Central Office (C/O), Attenuation, node saturation in the Customer area and the quality of wiring within the Customer premises. As such this is considered a best effort service.
  • iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration
  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractors.
  • Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  • Customer has 48 hours from the time of delivery of the iTel Completion Notice to notify iTel of any problems with the service including but not limited to speeds, IP Space or connectivity.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the ADSL modem.  This includes routers, switches, and any other local network device unless otherwise quoted.
  • All ADSL connections are authenticated through the use of PPPoE.  When modems are sent to Customer, they are configured in bridge mode which means these PPPoE credentials must be configured on the router that is being connected to the modem.  Should Customer provide their own router, this configuration would fall under the Customer responsibilities.
  • Equipment listed in this Schedule at all times is owned by iTel and must be returned to iTel upon cancellation at the Customer’s expense. Any hardware not returned to iTel within ten (10) business days upon cancellation of services will be considered purchased with payment due upon receipt of invoice. All hardware must be undamaged and fully functioning.
  • No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  • The NRC for any hardware defined in this Schedule is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.

ANALOG LINE

“Services” means provision of an Analog (POTS) Line over a copper connection for the use of landline or fax services.
Demarcation Point will be the RJ45 Connector at the Site.

  • Customer to ensure information on the Directory Listing Form (if required) is accurate. iTel assumes no responsibility for incorrect information being published in any directory listing if the information matches the information provided in the Directory Listing Form.
  • Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  • Customer to cancel any residual or unused services with existing providers at the Customer’s discretion. iTel holds no liability for any loss of service that may be caused by the Customer prematurely cancelling their connection with their existing provider, prior to their new service being installed.
  • Customer agrees to use the Service solely for its normal day to day business usage.

COAX

“Services” means provision of COAX Internet Services and a COAX modem at the Site.
Demarcation Point will be the RJ45 Connector at the Site.

  • iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration.
  • Service will be terminated on last mile provider modem in the customer’s communications room.
  • Speeds listed in the table above are the maximum theoretical and are affected by distance from the Central Office (C/O), Attenuation, node saturation in the Customer area and the quality of wiring within the Customer premises. As such this is considered a best effort service.
  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractors.
  • Customer has 48 hours from the time of delivery of the iTel Completion Notice to notify iTel of any problems with the service including but not limited to speeds, IP Space or connectivity.
  • Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  • COAX service quality can be affected by node saturation in your area, and as such is considered a best effort service.
  • Equipment listed in this Schedule at all times is owned by iTel and must be returned to iTel upon cancellation at the Customer’s expense. Any hardware not returned to iTel within ten (10) business days upon cancellation of services will be considered purchased with payment due upon receipt of invoice. All hardware must be undamaged and fully functioning.
  • No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  • The NRC for any hardware defined in this Schedule is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the COAX modem.  This includes routers, switches, and any other local network device unless otherwise quoted.

COLOCATION

“Services” means provision of rack space, power and connectivity provided by iTel.
Demarcation Point will be the iTel Provided Rack at the Site.

  • All computer and related communications equipment are owned by the Customer. iTel has no responsibility to manage or maintain Customer owned equipment unless otherwise specified in the terms of the agreement.
  • All equipment must meet industry standards for 19” 4 post rack mounting. Rack mount equipment must have quick config or rapid square hole mounting rails or hardware.
  • iTel will provide rack units, power and connectivity to the Customer as specified in the agreement.
  • By the signing of this agreement, the Customer has not been granted and will not own or hold any real property interest in the space, premises or building that the equipment is located in. The Customer is a licensee of iTel and not a tenant or lessee of the colocation space.
  • Customer access to colocated equipment is at iTel’s discretion.
  • iTel will coordinate site resources for installation of equipment and deploy remote hands for break/fix scenarios as part of the agreement.

FIBRE INTERNET

“Services” means provision of Fibre Internet Services at the Site.
Demarcation Point will be the RJ45 or SM LC Fiber Connector at the Site.

  • This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
  • iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the Network Interface Device (NID). This includes routers, switches, wireless access points, and any other local network device unless otherwise requested.
  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractor.
  • If specified in the applicable Service Order by the Customer and agreed to by the parties in accordance with this section, the Service Demarcation may be provisioned in a location other than the master telephone room at Customer Site in accordance with the following rules: 
    • Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    • Customer may agree, in writing, to have iTel supply all necessary inside cabling and cross connection equipment required, in which case the parties will negotiate and agree in writing to the charges and terms for iTel to supply the necessary inside cabling and cross connection equipment required.
    • As between the Customer and iTel, Customer shall be responsible for (i) securing rights-of-way and/or providing conduit access at the Customer Site from the iTel access point at the property line to the Service Demarcation, and (ii) providing in-building service facilities required to install the Service at the Customer Site (excluding iTel Service Components)
    • Customer will be responsible for notifying appropriate building management personnel of the installation plans, and verifying whether there are any fees, restrictions or additional conditions that must be satisfied to deliver the Carrier Ethernet Services to the Customer Site. Any such conditions, including access fees or restrictions levied by property management, will be the responsibility of Customer to satisfy directly.
    • Customer shall provide iTel and its employees, contractors and agents physical access to Customer’s and the End User’s premises or Customer Sites (including without limitation common areas), CPE, LAN facilities and resources as may be necessary for iTel to perform its obligations hereunder. The Customer shall arrange such security clearances as may be required in order to provide such access.
    • iTel shall not be liable or responsible for any failure or delay in installation of a Carrier Ethernet Service instance that is caused by Customer’s failure to comply with the terms and conditions of this section.

ETHERNET

“Services” means the provision of an Access, EVC and Internet Gateway.
Demarcation Point will be the RJ45 or SM LC Fiber Connector at the Site.
The iTel Ethernet Service is made up of 3 components: Access, EVC and Gateway Access

Any EVC may be provisioned per the cost table above as any of the following:

  • Ethernet Private Line (EPL): Provides one point-to-point EVC between two end points as it is port based and not VLAN based and provides for all-to-one bundling.
  • Ethernet Virtual Private Connection (EVPL): Provides multiple point-to-point EVCs between end points and is VLAN-based, i.e. the same VLAN cannot exist across multiple EVC’s on a common access.
  • Ethernet Wide Area Network (EWAN): Provision of a private fully meshed network for the purpose of interconnecting multiple (Local Area Networks (LANs) for Layer 2 connectivity directly between customer sites without connecting to the iTel core.
  • Fibre (Internet Gateway): Provision of Layer 3 internet services from the Site to the iTel backbone network and to the internet through the iTel Gateway

Conditions of the Service

  • This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractor.
  • If specified in the applicable Service Order by the Customer and agreed to by the parties in accordance with this section, the Service Demarcation may be provisioned in a location other than the master telephone room at Customer Site in accordance with the following rules:
    • Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    • Customer may agree, in writing, to have iTel supply all necessary inside cabling and cross connection equipment required, in which case the parties will negotiate and agree in writing to the charges and terms for iTel to supply the necessary inside cabling and cross connection equipment required.
    • As between the Customer and iTel, Customer shall be responsible for (i) securing rights-of-way and/or providing conduit access at the Customer Site from the iTel access point at the property line to the Service Demarcation, and (ii) providing in-building service facilities required to install the Service at the Customer Site (excluding iTel Service Components)
    • Customer will be responsible for notifying appropriate building management personnel of the installation plans, and verifying whether there are any fees, restrictions or additional conditions that must be satisfied to deliver the Carrier Ethernet Services to the Customer Site. Any such conditions, including access fees or restrictions levied by property management, will be the responsibility of Customer to satisfy directly.
    • Customer shall provide iTel and its employees, contractors and agents physical access to Customer’s and the End User’s premises or Customer Sites (including without limitation common areas), CPE, LAN facilities and resources as may be necessary for iTel to perform its obligations hereunder. The Customer shall arrange such security clearances as may be required in order to provide such access.
    • iTel shall not be liable or responsible for any failure or delay in installation of a Carrier Ethernet Service instance that is caused by Customer’s failure to comply with the terms and conditions of this section.

HOSTED PBX

“Services” means provision of a virtual PBX to be hosted by iTel in an iTel data center.

  • Billing to start 10 business days after notification that the PBX is available and online or the day that the first call is made or received, whichever comes first.
  • If Customer wishes iTel to configure the PBX it is Customer responsibility to provide and work with iTel staff within this 10 business day period. If Customer does not respond, iTel will assume the defaults for set-up and configuration.
  • Physical Hardware is installed at the above service location.   Service will be delivered over either existing IP infrastructure or new IP service to iTel
  • iTel to provide the service from the desired location(s) to our Hosted PBX core, maintain and resolve issues to the service provided for the agreement duration. 
  • iTel to provision and ship purchased equipment to the customer’s specified location.
  • iTel to facilitate an onboarding call to properly scope, design, and provision the necessary call logic to be applied to the new Hosted PBX
  • Customer to connect phone hardware to internal network at desired location or request onsite help if assistance is required.
  • Customer to provide and manage CPE (Customer Premise Equipment). This includes modems, routers, switches, firewalls, and any other local network device unless otherwise requested.
  • Customer to provide necessary user lists, phone numbers, and additional details of services desired to be moved to Hosted PBX.
  • Customer to cancel any residual or unused services with existing providers at the Customer’s discretion. iTel holds no liability for any loss of service that may be caused by the Customer prematurely cancelling their connection with their existing provider, prior to their new service being installed.

iTEL SYNC (FILE LEVEL PROTECTION)

“Services” means provision of file level protection services within iTel’s Cloud environment including software licences and storage space.

  • Solution is dependant on customer approved solution design and agreement specifications
  • Additional services can be added to the customer’s protection solution at anytime, all changes require review of solution design, update of design, customer approval of new design and agreement updates.

LTE

“Services” means provision and supply of Internet gateway utilizing wireless connections (3G, LTE, LTE-A)
Demarcation Point will be the LTE Hub / Modem at the Site.

  • Each LTE Connection has a base allowance of data as defined by the table above, after which Customer will be charged for overages at $10.00 per GB of usage. 
  • Each LTE Connection is provisioned for the use of data only. Should you use the phone port on the LTE Hub, it will be charged at $1.00 per minute. This should be used only in case of emergency.
  • Equipment listed in this Schedule at all times is owned by iTel and must be returned to iTel upon cancellation at the Customer’s expense. Any hardware not returned to iTel within ten (10) business days upon cancellation of services will be considered purchased with payment due upon receipt of invoice. All hardware must be undamaged and fully functioning.
  • No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  • The NRC for any hardware defined in this Schedule is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the LTE modem.  This includes routers, switches, and any other local network device unless otherwise quoted.

ETHERNET OVER COAX (EOC)

“Services” means provision of Layer 2 COAX services over coaxial cable for the purposes of Wide Area Network (WAN) voice or internet services from the Site to the iTel backbone network.
Demarcation Point will be the RJ45 connector at the Site.

  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractor.
  • iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration. 
  • Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the Network Interface Device (NID) modem beyond initial service installation. This includes routers, switches, and any other local network device unless otherwise quoted.

ETHERNET OVER ADSL (EOA)

“Services” means provision of Layer 2 ADSL services over copper for the purposes of Wide Area Network (WAN) voice or internet services from the Site to the iTel backbone network.
Demarcation Point will be the RJ45 connector at the Site.

  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractor.
  • iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration. 
  • Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the ADSL modem beyond initial service installation. This includes routers, switches, and any other local network device unless otherwise quoted.

PRI

“Services” means provision of Primary Rate Interface (bi-directional voice channels) to the CPE (Customer Premise Equipment).
Demarcation Point will be the PRI Port at the Site.

  • For any outgoing caller ID that iTel is not notified of, in writing, a minimum of two (2) business days in advance will be charged a $150 administration fee.
  • Customer to ensure information on the Directory Listing Form (if required) is accurate. iTel assumes no responsibility for incorrect information being published in any directory listing if the information matches the information provided in the Directory Listing Form.
  • Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  • Customer to cancel any residual or unused services with existing providers at the Customer’s discretion. iTel holds no liability for any loss of service that may be caused by the Customer prematurely cancelling their connection with their existing provider, prior to their new service being installed.
  • Customer agrees to use the Service solely for its normal day to day business usage.

PURCHASED HARDWARE

“Services” means provision and ship equipment ordered by the Customer.
Demarcation Point is not applicable for this Service.

  • No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  • iTel may, on a case by case basis, allow non-damaged, fully functioning hardware in original packaging, to be returned within 30 days of purchase in which case the NRC will be refunded minus a restocking fee.
  • Within 30 days of purchase Customer may return faulty or defective hardware to iTel at iTel’s expense for the purpose of exchange only.
  • iTel holds no warranty other than the manufacturer’s warranty.

SATELLITE

“Services” means provision of a last mile service delivered via a licensed satellite link between the exterior of the client’s building at Site 1 and iTel’s network.

  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the media converter. This includes routers, switches, wireless access points, and any other local network device unless otherwise requested.
  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractor.
  • If specified in the applicable Service Order by the Customer and agreed to by the parties in accordance with this section, the Service Demarcation may be provisioned in a location other than the master telephone room at Customer Site in accordance with the following rules:
    • Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    • Customer may agree, in writing, to have iTel supply all necessary inside cabling and cross connection equipment required, in which case the parties will negotiate and agree in writing to the charges and terms for iTel to supply the necessary inside cabling and cross connection equipment required.
    • As between the Customer and iTel, Customer shall be responsible for (i) securing rights-of-way and/or providing conduit access at the Customer Site from the iTel access point at the property line to the Service Demarcation, and (ii) providing in-building service facilities required to install the Service at the Customer Site (excluding iTel Service Components)
    • Customer will be responsible for notifying appropriate building management personnel of the installation plans, and verifying whether there are any fees, restrictions or additional conditions that must be satisfied to deliver the Services to the Customer Site. Any such conditions, including access fees or restrictions levied by property management, will be the responsibility of Customer to satisfy directly.
    • Customer shall provide iTel and its employees, contractors and agents physical access to Customer’s and the End User’s premises or Customer Sites (including without limitation common areas), CPE, LAN facilities and resources as may be necessary for iTel to perform its obligations hereunder. The Customer shall arrange such security clearances as may be required in order to provide such access.
      • iTel shall not be liable or responsible for any failure or delay in installation of a Carrier Ethernet Service instance that is caused by Customer’s failure to comply with the terms and conditions of this section.

SD-WAN – L3 WAN / BONDING

“Services” means provision of a Managed SD-WAN Appliance which will utilize either existing internet connections or connections provided in a subsequent iTel Service, to bond up to 5 different internet connections into a single high-availability connection with the combined speeds of the individual connections. SD-WAN can also be used for connection failover or to create a fully meshed L3-VPN.
Demarcation Point will be the SD-WAN Connection at the Site.

  • iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration.
  • Billing for this service will commence either the business day following the customer receiving the SD-WAN device and the instructions for set-up, or the first day of use. Whichever comes first.
  • Speeds listed in the table above are the maximum theoretical and cannot be guaranteed as they are affected by distance from the Central Office (C/O), Attenuation, node saturation in the Customer area and the quality of wiring within the Customer premises.
  • Combining connections over SD-WAN adds overhead on the connections which will reduce overall throughput by a minimum of 10% in ideal conditions.
  • Customer to provide access to any areas at the service location needed for the purpose of service installation and maintenance.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the bonding device. This includes routers, switches, and any other local network device unless otherwise quoted.
  • SD-WAN device and Software Licensing at all times is owned by iTel and the SD-WAN device must be returned to iTel upon cancellation at the Customer’s expense. Any hardware not returned to iTel within ten (10) business days upon cancellation of services will be considered purchased with payment due upon receipt of invoice. All hardware must be undamaged and fully functioning.
  • No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  • The NRC for any hardware defined in this Schedule is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.

SIP PRI

“Services” means provision of Primary Rate Interface (bi-directional voice channels) over an iTel-provided connection, utilizing a SIP to PRI media gateway.

  • Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  • Emergency 911 Service Restrictions http://itel.com/e911/
  • Service will be delivered over either existing IP infrastructure or new IP service to iTel Networks.
  • iTel to provide the service and SIP PRI hardware to the listed location, maintain and resolve issues to the service provided for the agreement duration.
  • Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  • Customer to provide management of PBX and CPE (customer premise equipment) including switches, routers and other customer provided network equipment outside of the iTel provided SIP PRI.
  • Customer agrees to use the Services solely for its normal day to day business and will not resell, in whole or in part, the Services.
  • Customer acknowledges that it is the Customer’s responsibility to ensure the information provided on the Directory Listing Form is accurate. iTel assumes no responsibility for incorrect information being published in any directory listing if the information matches the information provided in the Directory Listing Form.
  • The Service does not support 0+ or Operator assisted calling (including, without limitation, collect calls, third party billing calls, or 1-900 calls). In some areas, Service may not support 311, 511 and/or other x11 calls other than specified dialing such as 911 and 411, which are provided for in one or more service areas.
  • Equipment listed in this Schedule at all times is owned by iTel and must be returned to iTel upon cancellation at the Customer’s expense. Any hardware not returned to iTel within ten (10) business days upon cancellation of services will be considered purchased with payment due upon receipt of invoice. All hardware must be undamaged and fully functioning.
  • No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  • The NRC for any hardware defined in this Schedule is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  • Customer to provide and manage CPE (Customer Premise Equipment) that comes after the LTE modem.  This includes routers, switches, and any other local network device unless otherwise quoted.

SIP

“Services” means provision the use of virtual channels, hosted by either an iTel Hosted PBX or Customer equipment and PBX or Hosted PBX.

  • Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  • Service will be delivered over either existing IP infrastructure or new IP service to iTel
  • Should the Customer provide their own PBX or Hosted PBX equipment, iTel accepts no responsibility for call quality or degradation due to Customer equipment.
  • iTel to facilitate the provisioning of the SIP Trunk as well as the ordering or porting of any associated phone numbers that appear in the signed agreement.
  • iTel to provide the service from our Hosted PBX to the listed location(s), maintain and resolve issues to the service provided for the agreement duration. 
  • iTel to work with the Customer to assist with the initial setup of service delivery in the capacity of ensuring trunk registration is complete and two way call traffic is observed.
  • Customer responsible for providing and managing and CPE (Customer Premise Equipment).  This includes routers, switches, and any other local network device unless otherwise requested.
  • Customer to provide a SIP compatible Session Border Controller (SBC) or PBX and manage all associated phone hardware, call logic, and trunking interfaces.
  • Emergency 911 Service Restrictions (available here: http://itel.com/e911/)
  • Customer agrees to use the Service solely for its normal day to day business usage.
  • Customer to cancel any residual or unused services with existing providers at the Customer’s discretion. iTel holds no liability for any loss of service that may be caused by the Customer prematurely cancelling their connection with their existing provider, prior to their new service being installed.
  • Customer acknowledges that it is the Customer’s responsibility to ensure the information provided on the Directory Listing Form is accurate. iTel assumes no responsibility for incorrect information being published in any directory listing if the information matches the information provided in the Directory Listing Form.
  • The Service does not support 0+ or Operator assisted calling (including, without limitation, collect calls, third party billing calls, or 1-900 calls). In some areas, Service may not support 311, 511 and/or other x11 calls other than specified dialing such as 911 and 411, which are provided for in one or more service areas.

VIRTUAL MACHINE (VM)

“Services” means provision of virtual resources within iTel’s Cloud environment

  • iTel will provide the customer VM(s) with the following virtual resources as specified in the agreement.
    1. Virtual CPUs
    2. RAM (Memory)
    3. Storage
    4. Networking
  • Operating System (OS)  licensing is the responsibility of the customer.
    1. Customer must provide OS license to iTel unless otherwise specified in the agreement.
  • All software licensing is the responsibility of the customer.
    1. Customer must provide software licenses to iTel unless otherwise specified in the agreement.
  • iTel will manage and support our virtual infrastructure hosting Customer VM’s. If issue is determined to be software outside of iTel’s support scope, it is the responsibility of the customer to contact the appropriate vendor for support.

VIRTUAL MACHINE BACKUP & REPLICATION (VEEAM)

“Services” means provision of virtual machine backup and replication services within iTel’s Cloud environment.

  • Customer agrees to procure, or have iTel procure for them, Veeam licensing
  • Solution is dependant on customer approved solution design and agreement specifications
  • Additional services can be added to the customer’s protection solution at anytime, all changes require review of solution design, update of design, customer approval of new design and agreement updates.
  •  Add on services include.
    1. Additional Virtual Machines (VMs)
    2. Additional storage space
    3. Disaster Recovery (licensing)
    4. Business Continuity (licensing)
    5. Emergency Recovery of Virtual Servers

WAVELENGTH

“Services” means provision of a local access circuit from each Site to the iTel backbone network or to provision a Wavelength private line circuit between locations.
Demarcation Point will be the SMF LC Connector at the Site.

  • This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractor.
  • If specified in the applicable Service Order by the Customer and agreed to by the parties in accordance with this section, the Service Demarcation may be provisioned in a location other than the master telephone room at Customer Site in accordance with the following rules:
    • Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    • Customer may agree, in writing, to have iTel supply all necessary inside cabling and cross connection equipment required, in which case the parties will negotiate and agree in writing to the charges and terms for iTel to supply the necessary inside cabling and cross connection equipment required.
    • As between the Customer and iTel, Customer shall be responsible for (i) securing rights-of-way and/or providing conduit access at the Customer Site from the iTel access point at the property line to the Service Demarcation, and (ii) providing in-building service facilities required to install the Service at the Customer Site (excluding iTel Service Components)
    • Customer will be responsible for notifying appropriate building management personnel of the installation plans, and verifying whether there are any fees, restrictions or additional conditions that must be satisfied to deliver the Carrier Ethernet Services to the Customer Site. Any such conditions, including access fees or restrictions levied by property management, will be the responsibility of Customer to satisfy directly.
    • Customer shall provide iTel and its employees, contractors and agents physical access to Customer’s and the End User’s premises or Customer Sites (including without limitation common areas), CPE, LAN facilities and resources as may be necessary for iTel to perform its obligations hereunder. The Customer shall arrange such security clearances as may be required in order to provide such access.
    • iTel shall not be liable or responsible for any failure or delay in installation of a Carrier Ethernet Service instance that is caused by Customer’s failure to comply with the terms and conditions of this section.

LASTMILE WIRELESS

“Services” means the provision of a last mile service delivered via a licensed point to point radio link between the rooftop of the client’s building at the Site and iTel’s network.
Demarcation Point will be the Access Port on the Network Interface Device (NID) at the Site.

  • This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
  • iTel only installs up to the main demarc of the main building. Extension beyond the demarc is the responsibility of the Customer. If requested, iTel will quote to complete inside wire work using an authorized contractor.
  • If specified in the applicable Service Order by the Customer and agreed to by the parties in accordance with this section, the Service Demarcation may be provisioned in a location other than the master telephone room at Customer Site in accordance with the following rules:
    • Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    • Customer may agree, in writing, to have iTel supply all necessary inside cabling and cross connection equipment required, in which case the parties will negotiate and agree in writing to the charges and terms for iTel to supply the necessary inside cabling and cross connection equipment required.
    • As between the Customer and iTel, Customer shall be responsible for (i) securing rights-of-way and/or providing conduit access at the Customer Site from the iTel access point at the property line to the Service Demarcation, and (ii) providing in-building service facilities required to install the Service at the Customer Site (excluding iTel Service Components)
    • Customer will be responsible for notifying appropriate building management personnel of the installation plans, and verifying whether there are any fees, restrictions or additional conditions that must be satisfied to deliver the Carrier Ethernet Services to the Customer Site. Any such conditions, including access fees or restrictions levied by property management, will be the responsibility of Customer to satisfy directly.
    • Customer shall provide iTel and its employees, contractors and agents physical access to Customer’s and the End User’s premises or Customer Sites (including without limitation common areas), CPE, LAN facilities and resources as may be necessary for iTel to perform its obligations hereunder. The Customer shall arrange such security clearances as may be required in order to provide such access.
    • iTel shall not be liable or responsible for any failure or delay in installation of a Carrier Ethernet Service instance that is caused by Customer’s failure to comply with the terms and conditions of this section.