Legal

Notice – CRTC Mandated Call Blocking

Last year, the Canadian Radio-Television and Telecommunications Commission (CRTC) ordered all Canadian telecom service providers to implement universal network-level call blocking by December 19, 2019. This is part of the CRTC’s effort to protect Canadians against unsolicited and fraudulent calls.

To comply with this decision, iTel has begun working with our upstream providers as well as our platforms Engineers to implement these restrictions.  Over the coming month iTel will be blocking all inbound and outbound voice calls that have a Calling Line Identifier (CLID) that does not conform to the North American Numbering Plan.

A call will be blocked if the CLID is:

  • More or less than 10 digits (Long distance and country codes are not included in the count e.g. 1 800 111-1111 is considered a 10 digit number)
  • Invalid (e.g. all 0’s or area codes that do not exist or are unassigned)

For more information about this order please see the link below:
https://crtc.gc.ca/eng/archive/2018/2018-484.htm

Please note that other Canadian telecom service providers could implement network-level call blocking at any time before the CRTC’s deadline.

If you and/or your customers are currently using nonconforming telephone numbers, the equipment may need to be reprogrammed so that calls are not inadvertently blocked.

For more information, please reach out to your iTel Sales representative.

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 suite or unit, even if they are referenced per Section 2: Customer Site in the Service Agreement.

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.

  1. 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.
  2. iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration
  3. 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.
  4. Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  10. 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.

  1. 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.
  2. Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  3. 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.
  4. Customer agrees to use the Service solely for its normal day to day business usage.

CLOUD CONNECT

“Services” means provision of an EVC or port to connect Customer’s network to the closest cloud on-ramp data center.
Demarcation Point is the Managed Network Handoff at the data center

  1. Customer is responsible for their own network security and communication encryption 
  2. unless the Customer is also ordering the Managed Security service from iTel.
  3. iTel will proactively monitor the equipment and Customer’s service
  4. Customer shall provide ITEL with direct access to Customer network for the purposes of traffic monitoring and network adjustment as required by ITEL to ensure Customer has excellent quality.

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.

  1. iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration.
  2. Service will be terminated on last mile provider modem in the customer’s communications room.
  3. 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.
  4. 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.
  5. 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.
  6. Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  7. COAX service quality can be affected by node saturation in your area, and as such is considered a best effort service.
  8. 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.
  9. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  10. 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.
  11. 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.

  1. 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.
  2. 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.
  3. iTel will provide rack units, power and connectivity to the Customer as specified in the agreement.
  4. 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.
  5. Customer access to colocated equipment is at iTel’s discretion.
  6. 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.

  1. This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
  2. iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration.
  3. 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.
  4. 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.
  5. 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: 
    1. Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    2. 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.
    3. 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)
    4. 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.
    5. 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.
    6. 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
    1. This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
    2. 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.
    3. 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:
      1. Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
      2. 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.
      3. 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)
      4. 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.
      5. 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.
      6. 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 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.

  1. 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.
  2. iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration. 
  3. Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  4. 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.

  1. 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.
  2. iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration. 
  3. Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  4. 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.

HOSTED PBX

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

  1. 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.
  2. 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.
  3. Physical Hardware is installed at the above service location.   Service will be delivered over either existing IP infrastructure or new IP service to iTel
  4. 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. 
  5. iTel to provision and ship purchased equipment to the customer’s specified location.
  6. iTel to facilitate an onboarding call to properly scope, design, and provision the necessary call logic to be applied to the new Hosted PBX
  7. Customer to connect phone hardware to internal network at desired location or request onsite help if assistance is required.
  8. Customer to provide and manage CPE (Customer Premise Equipment). This includes modems, routers, switches, firewalls, and any other local network device unless otherwise requested.
  9. Customer to provide necessary user lists, phone numbers, and additional details of services desired to be moved to Hosted PBX.
  10. 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.

  1. Solution is dependant on customer approved solution design and agreement specifications
  2. 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.

  1. 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. 
  2. 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.
  3. 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.
  4. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  5. 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.
  6. 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.

MANAGED ROUTER

“Services” means provision and management of a router ordered and/or required for ordered services between the public internet or WAN and the private LAN.
Demarcation Point is the Managed Network Handoff at the Service Location.

  1. iTel will proactively monitor the equipment and Customer’s service
  2. iTel will work with the Customer to define an appropriate router configuration for the Customer’s needs within the Service parameters.
  3. Equipment listed in this document is 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.
  4. No hardware will be ordered or shipped until all NRCs are paid in full.
  5. The NRC for any hardware defined in this Agreement is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  6. iTel is only responsible up to and including the router and iTel will not be liable for any other equipment or troubleshooting in the customer’s internal network.

MANAGED SWITCH

“Services” means provision and management of a switch(es) ordered and/or required for ordered services between the public internet or WAN and the private LAN.
Demarcation Point is the Managed Network Handoff at the Service Location.

  1. iTel will proactively monitor the equipment and Customer’s service
  2. iTel will work with the Customer to define an appropriate router configuration for the Customer’s needs within the Service parameters.
  3. Equipment listed in this document is 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.
  4. No hardware will be ordered or shipped until all NRCs are paid in full.
  5. The NRC for any hardware defined in this Agreement is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  6. iTel is only responsible up to and including the switch and iTel will not be liable for any other equipment or troubleshooting in the customer’s internal network.

MANAGED CONNECTIVITY

“Services” means the  provision and active monitoring of an iTel-provided internet service via an ITEL provided gateway or customer provided SNMP data to allow ITEL to have visibility and statistics to the customer premise Customer is provided with an online portal to view their connection statistics and uptime.
Demarcation Point is the Managed Network Handoff at the Service Location.

  1. iTel will proactively monitor the equipment and Customer’s service
  2. iTel will work with the Customer to define an appropriate router configuration for the Customer’s needs within the Service parameters.
  3. 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.
  4. No hardware will be ordered or shipped until all NRCs are paid in full.
  5. The NRC for any hardware defined in this Agreement is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  6. Customer shall provide ITEL with direct access to Customer network for the purposes of traffic monitoring and network adjustment as required by ITEL to ensure Customer has excellent quality.
  7. Customer has 48 hours from the time of sending of ITEL Completion Notice to notify ITEL of any problems with their service including but not limited to speeds, IP Space or connectivity.
  8. Speeds listed in the table above are the maximum theoretical and are affected by distance from the Central Office (C/O), Attenuation and the quality of wiring within Customer premise
  9. 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 one of our contractors.

MANAGED CONTINUITY (Failover, SD-WAN)

“Services” means provision of a network Gateway device or Router capable of failing over to a secondary iTel-provided internet service.
Demarcation Point is the Gateway or Router (NID) at the Service Location.

  1. This service is for the management of the data and failover connection only and the connections must be purchased separately.
  2. iTel to provide necessary equipment and ordered failover data connection for the use of failover services
  3. iTel will proactively monitor the equipment and Customer’s service
  4. iTel will work with the Customer to define an appropriate router configuration for the Customer’s needs within the Service parameters.
  5. Should the failover connection be an LTE Connection, there will be 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. 
  6. Throughput of LTE modems cannot be guaranteed as they are subject to potential local tower saturation and weak signal based on location. Each LTE Connection is provisioned for the use of data only. 
  7. 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.
  8. In the case of broadband connectivity, speeds listed in the table above are the maximum theoretical and are affected by distance from the Central Office (C/O), Attenuation and the quality of wiring within Customer premise
  9. 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 one of our contractors.
  10. No hardware will be ordered or shipped until all NRCs are paid in full.
  11. The NRC for any hardware defined in this Agreement is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  12. Customer shall provide ITEL with direct access to Customer network for the purposes of traffic monitoring and network adjustment as required by ITEL to ensure Customer has excellent quality.

MANAGED SECURITY

“Services” means activation of advanced threat protection licensing on router or firewall appliance (UTM). Services include configuration of best practice, firewall configuration and management and configuration of VPN’s.
Demarcation Point is the Managed Network Handoff at the Service Location.

  1. iTel will proactively monitor the equipment and Customer’s service
  2. iTel does not provide monitoring of security events, any security event mitigation or advice regarding security issues or threats.
  3. No hardware will be ordered or shipped until all NRCs are paid in full.
  4. The NRC for any hardware defined in this Agreement is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  5. Customer shall provide ITEL with direct access to Customer network for the purposes of traffic monitoring and network adjustment as required by ITEL to ensure Customer has excellent quality.
  6. 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.
  7. This service is provided on a commercially reasonable efforts basis  only and iTel makes no guarantees with respect to the detection or blocking of viruses / worm / malware or any other types of attacks, and is not responsible for any such malicious data that may be transmitted over the provided network.

MANAGED VOICE

“Services” means provision and management all of the necessary routing, switching and network hardware to allow ITEL to have end to end visibility and control of handsets, local network elements, WAN connection and PBX.
Demarcation Point is the Managed Network Handoff at the Service Location.

  1. 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.
  2. If Customer wishes iTel to configure the PBX it is the Customer’s 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.
  3. Calling Rates are available at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  4. Emergency 911 Service Restrictions (available here: http://itel.com/e911/)
  5. Physical Hardware is installed at the above service location. Service will be delivered over either existing IP infrastructure or new IP service to iTel. If existing IP infrastructure the Customer is responsible to manage and maintain the service.
  6. 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. 
  7. iTel to provision and ship purchased equipment to the Customer’s specified location.
  8. iTel to facilitate an onboarding call to properly scope, design, and provision the necessary call logic to be applied to the new Hosted PBX
  9. 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.
  10. 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. 
  11. 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.
  12. Customer to connect phone hardware to internal network at desired location or request onsite help if assistance is required.
  13. Customer to provide and manage CPE (Customer Premise Equipment). This includes modems, routers, switches, firewalls, and any other local network device unless otherwise requested.
  14. Customer to provide necessary user lists, phone numbers, and additional details of services desired to be moved to Hosted PBX.
  15. Customer to cancel any residual or unused services with existing providers upon iTel service after migration is complete.
  16. Should the Customer provide their own PBX or Hosted PBX equipment, iTel accepts no responsibility for call quality or degradation due to Customer equipment.
  17. Customer responsible for providing and managing and CPE (Customer Premise Equipment).  This includes routers, switches, and any other local network device unless otherwise requested.
  18. Customer to provide a SIP compatible Session Border Controller (SBC) or PBX and manage all associated phone hardware, call logic, and trunking interfaces.
  19. Customer agrees to use the Service solely for its normal day to day business usage.
  20. 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 delay of install should the Customer prematurely cancel their connection with their existing provider.
  21. 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.
  22. 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.
  23. Customer shall provide ITEL with direct access to Customer network for the purposes of call monitoring and network adjustment as required by ITEL to ensure Customer has excellent voice quality.
  24. 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.
  25. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  26. 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.

MANAGED CLOUD CONNECT

“Services” means provision of an EVC or port to connect Customer’s network to the closest cloud on-ramp data center.
Demarcation Point is the Managed Network Handoff at the data center.

  1. Customer is responsible for their own network security and communication encryption 
  2. unless the Customer is also ordering the Managed Security service from iTel.
  3. iTel will proactively monitor the equipment and Customer’s service
  4. Customer shall provide ITEL with direct access to Customer network for the purposes of traffic monitoring and network adjustment as required by ITEL to ensure Customer has excellent quality.

PROACTIVE MONITORED BROADBAND

“Services” means the  provision and active monitoring of a broadband internet service via an iTel provided SDWAN device to allow iTel to have visibility and statistics to the customer premise. Customer is provided with an online portal to view their connection statistics and uptime reporting. The iTel provided SDWAN device is also capable of being utilized for bonding multiple circuits to allow for scalable bandwidth or to allow for failover to a secondary service for an additional fee. (See Managed Continuity, and Connection Bonding services)
Demarcation Point will be the Managed Network Handoff at the Site.

  1. This service is for the management of the broadband connection only and the broadband connection must be purchased separately.
  2. iTel will proactively monitor the equipment and Customer’s service
  3. iTel will work with the Customer to define an appropriate router configuration for the Customer’s needs within the Service parameters.
  4. 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.
  5. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  6. The NRC for any hardware defined in this Agreement is for licence, set-up, configuration and provisioning fees and not for the purchase of the actual equipment itself.
  7. Speeds listed in the table above are the maximum theoretical and are affected by distance from the Central Office (C/O), Attenuation and the quality of wiring within Customer premise
  8. 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 one of our contractors.

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.

  1. 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.
  2. 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.
  3. Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  4. 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.
  5. 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.

  1. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  2. 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.
  3. Within 30 days of purchase Customer may return faulty or defective hardware to iTel at iTel’s expense for the purpose of exchange only.
  4. 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.
Demarcation Point will be the Network Interface Device (NID) at the Site.

  1. 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.
  2. 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.
  3. 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:
    1. Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    2. 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.
    3. 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)
    4. 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.
    5. 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.
    6. 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.

  1. iTel to provide the service at the listed location, maintain and resolve issues to the service provided for the agreement duration.
  2. 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.
  3. 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.
  4. Combining connections over SD-WAN adds overhead on the connections which will reduce overall throughput by a minimum of 10% in ideal conditions.
  5. Customer to provide access to any areas at the service location needed for the purpose of service installation and maintenance.
  6. 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.
  7. 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.
  8. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  9. 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.

  1. Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  2. Emergency 911 Service Restrictions http://itel.com/e911/
  3. Service will be delivered over either existing IP infrastructure or new IP service to iTel Networks.
  4. 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.
  5. Customer to provide access to any areas at the service location for the purpose of site inspections or service installation.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. 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.
  11. No hardware will be ordered or shipped until all NRCs, incidentals and shipping costs are paid in full.
  12. 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.
  13. 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.

  1. Calling Rates referenced at http://itel.com/rates/ which may be updated from time-to-time by iTel.
  2. Service will be delivered over either existing IP infrastructure or new IP service to iTel
  3. Should the Customer provide their own PBX or Hosted PBX equipment, iTel accepts no responsibility for call quality or degradation due to Customer equipment.
  4. 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.
  5. 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. 
  6. 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.
  7. Customer responsible for providing and managing and CPE (Customer Premise Equipment).  This includes routers, switches, and any other local network device unless otherwise requested.
  8. Customer to provide a SIP compatible Session Border Controller (SBC) or PBX and manage all associated phone hardware, call logic, and trunking interfaces.
  9. Emergency 911 Service Restrictions (available here: http://itel.com/e911/)
  10. Customer agrees to use the Service solely for its normal day to day business usage.
  11. 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.
  12. 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.
  13. 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

  1. 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
  2. Operating System (OS)  licensing is the responsibility of the customer.
    1. Customer must provide OS license to iTel unless otherwise specified in the agreement.
  3. All software licensing is the responsibility of the customer.
    1. Customer must provide software licenses to iTel unless otherwise specified in the agreement.
  4. 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.

  1. Customer agrees to procure, or have iTel procure for them, Veeam licensing
  2. Solution is dependant on customer approved solution design and agreement specifications
  3. 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.
  4.  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.

  1. This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
  2. 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.
  3. 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:
    1. Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    2. 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.
    3. 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)
    4. 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.
    5. 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.
    6. 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.

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.

  1. This Service comes with the following Service Level Agreement (SLA) http://itel.com/sla/
  2. 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.
  3. 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:
    1. Customer may agree in writing to supply all necessary inside cabling and cross connection equipment required; or
    2. 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.
    3. 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)
    4. 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.
    5. 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.
    6. 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.

iTel Acceptable Use Policy

These Acceptable Use Policies (“Policy” or “Policies”) govern the Customer’s use of Business Services provided by iTel Networks Inc (“iTel”) (the “Service”) and any devices and/or equipment used to support the Service(s). This includes, without limitation, any equipment or software used in conjunction with the Service which is loaned to customer from iTel for Customer’s use solely in connection with the Service (collectively, the “Equipment”).

iTel has designed these Policies to prevent unacceptable use of our Service(s) and equipment, to ensure we are able to provide the level and quality of service our customers expect and to ensure other users have an enjoyable experience with a balance between the benefits and privileges available from the Service. Each customer of iTel is responsible for ensuring that the use of all services provided to such Customer complies with these Policies.

iTel may take responsive action if it believes, in its sole discretion, that a violation of this Policy has occurred. The Customer will be solely responsible and liable regardless of whether the violation is caused directly, indirectly, or by a third party either with or without the Customer’s knowledge. iTel is entitled to remove any offending material, establish immediate or temporary filtering, deny access, suspend or terminate the Service(s), or take any other appropriate action, as determined iTel. This will be in addition to any remedies provided by any agreement to provide the Service(s).

Incidents involving violations of these Policies may be investigated by iTel, and such violations may subject the Customer to civil or criminal liability. In the event of a criminal violation, iTel will cooperate fully with law enforcement.

iTel may also cooperate with other Service Providers to ensure iTel’s Customers comply with  their Policies and Procedures.

iTel may amend this AUP Introduction and any of the below Policies, at its sole discretion, and will update the revision date on the Policy or Policies to indicate when changes have been made. All changes will take effect within 30 days of the date of being posted. Customer’s continued use of the service after changes are posted will be deemed acceptance of the amended Policy or Policies.

Please contact [email protected], if you have questions or complaints regarding the above or any of the below Policies.

Please contact [email protected] to report a suspected breach of any policy.

Data Acceptable Use Policy

PROHIBITED ACTIVITIES

1. Security Violation

1.1 iTel Networks Inc (“iTel”) Services must not be used directly or to assist others to breach the security of any network, account, service, or any other system of iTel. It must also not be used to breach the security of, or to gain unauthorized access to another network or system. Other security breaches include, but are not limited to:

1.1.1 Interfering with service to any user, host or network (“denial of service attacks”) including, but not limited to, mail bombing, flooding of networks, deliberate attempts to overload a service or attempts to crash a host;

1.1.2 Attempting to gain access to any other person’s computer, software or data, without their prior knowledge or consent;

1.1.3 Using or distributing tools designed to compromise security, such as password guessing programs, cracking tools, packet sniffers or network probing tools; and

1.1.4 Circumventing user authentication or security of any host, network or account (“cracking” or “hacking”).

2. Illegal/Criminal Activity

2.1 iTel’s Services must not be used for any activity that in iTel’s sole judgement violates any local, provincial, federal, international or any other applicable law or regulation, including the distribution or storage of materials that are contrary to any applicable law or regulation. Prohibited activities include, but are not limited to:

2.1.1 Transmitting offensive materials, including obscene, pornographic, indecent, hateful, defamatory or otherwise objectionable material;

2.1.2 Posting any content that threatens, advocates, promotes or otherwise encourages violence or which provides instruction, information or assistance in causing or carrying out such violence;

2.1.3 Violating the personal privacy of another individual; and

2.1.4  Infringing copyrights, trademarks, trade secrets, patents or any other type of intellectual property.

3. Email Violations

3.1 iTel’s Services must not be used by any customer (or any of their customers) to send messages (including fax and voice traffic) that have, in iTel’s sole judgement, the effect of preventing fair and proportionate use of iTel’s Services by others. Other email violations include, but are not limited to:

3.1.1 Operating an unsecured email relay;

3.1.2 Spamming, whereby the customer sends numerous copies of the same or substantially similar messages to many account holders, or sending large or multiple files or messages to a single user with malicious intent;

3.1.3 Sending unsolicited bulk messages, including, commercial advertising, unsolicited commercial messages, chain letters, charity requests, petitions for signatures and political or religious messages;

3.1.4 Advertising, transmitting, or in any way providing any software, program, product, or service that facilitates a violation of this AUP or is designed to violate the iTel AUP or the AUP of any other Internet Service Provider.

3.1.5 Spamming indirectly through the use of other service providers or transmitting email or content through other service providers in a way which indicates in any way that iTel was involved in the transmission of such email or content;

3.1.6 Sending messages to any user who does not wish to receive it, either to iTelaccount holder or otherwise;

3.1.7 Posting binary files to non-binary newsgroups;

3.1.8 Altering the headers of email messages for the purpose of concealing the recipient’s or sender’s identity, or any other illegitimate purpose; and

3.1.9 Attempting to evade filters of spamming

Voice Acceptable Use Policy

1. Uses and Restrictions

1.1 As specified in the applicable service appendix, customer may only use the Service from customer’s equipment located at customer’s service location. The Services are only to be used  for normal business calling purposes such as person to person conversations or voice messages.

1.2 The Service may not be used for any activity that violates any local, provincial, federal, international or other applicable law or regulation.

1.3 If iTel Networks Inc. (“iTel”) believes, in its sole judgment, that a violation of this AUP has occurred (whether direct or indirect), it may take any responsive actions it deems necessary, including suspending or terminating the Services.

1.4 Customer abuse or misuse of the Service or breach of any term contained in this AUP may result in the Service being terminated by iTel.

1.5 Customer may not use the Service for any applications which exceed the network resources for which customer has contracted for under the applicable Service Appendix by more than 120%.

1.6 Customer is solely responsible for use of the Service provided to it by iTel, regardless if such use occurred without the customer’s consent or knowledge.

1.7 Customer is required to contact iTel before using any medical monitoring devices through the service.

2. Automatic-Dialing Announcing Devices

2.1 iTel enforces all Canadian Radio-television and Telecommunications Commission (CRTC) rules on Automatic-Dialing Announcing Devices (“ADAD”) and unsolicited voice and facsimile calls made for the purpose of solicitation. If customer is found to be in violation of these restrictions, or those posted by the CRTC, iTel may at its sole discretion terminate all Services immediately. The use of ADAD to make unsolicited calls for the purpose of solicitation, or to place calls to emergency lines or healthcare facilities is strictly prohibited.

2.2 The same restrictions that apply to ADAD apply to unsolicited voice and facsimile calls made for the purposes of solicitation. Persons placing unsolicited voice or facsimile calls to solicit are to ensure that an individual’s request not to be called again is respected. The individual’s name and telephone number  must be removed from calling lists within 30 days of receipt of the request.

3. Security Codes

3.1 Customer is solely responsible to maintain the confidentiality of any security codes for customer’s voice mail or other accounts.

Change Management Policy

This document will outline the process for change management activities for services provided by iTel to its Customers. Change activities are defined as any request to perform maintenance or to alter established services. A change can be initiated by iTel or the Customer.

1. iTel Initiated Changes

In order to upgrade, expand, repair and maintain our network, we may be required to schedule an event that may impact your service. We define two types of change events.

1.1 Scheduled Maintenance

1.1.1 Scheduled Maintenance shall mean any maintenance activities planned during a standard Maintenance Window, which will be service impacting, or may pose a threat to the provided service. Customers shall be notified of any Scheduled Maintenance in advance of the planned activity. In each case we review and organize the technical procedures to minimize the disruption to your service. Our Network Operations Center tracks each event to conclusion.

1.1.2 iTel’s Standard Maintenance Window: 00:01 AM – 06:00 AM local time (Sunday – Preferred)

1.1.3 Our notification will be emailed to the technical contact(s) provided at the beginning of the implementation process or the contact iTel has on file. Changes to Customer contacts should be emailed to [email protected]

1.1.4 Notification will include the circuit identifier, date, time, expected duration, planned activity description and a ticket number. A response is not required.

1.2 Emergency Maintenance

1.2.1 On occasion iTel may need to react quickly to address an emergency issue. Emergency Maintenance shall mean any maintenance which cannot be performed during a Scheduled Maintenance Window. Emergency Maintenance activities may occur without notification and may be service impacting.

1.3 Questions

1.3.1 Any inquiries regarding a change activity may be made by reply to the email notification or by contacting the iTel Network Operations Center (NOC) at [email protected] or 1.888.899.iTel (4835) Option 2

2. Customer Initiated Changes

We understand that our Customers may require changes to their service from time-to-time.

2.1 Customer Requested Service Changes

Customers may request changes to an established service by emailing [email protected] The request should include:

      • Service Type
      • Service Address
      • Circuit ID
      • Requested date
      • Scope of work
      • Technical Contact name, email and phone number
      • Onsite Contact name, email and phone number

2.1.1 iTel will acknowledge receipt of the requested change within 24 business hours. Each change will be reviewed with our technical operations and engineering teams and your dedicated representative. iTel will then confirm the change activity with the Customer, including the completion date and any change fees (if applicable) for approval prior to proceeding with the change.

2.1.2 A Customer-approved change will engage the change administration process and be billed according to this Change Management document and, if applicable, any additional quoted and approved costs incurred for materials and/or labour.

2.1.3 In order to make any changes to your account, the change must be requested by an authorized representative and the account must be in good standing.

2.2 Customer Maintenance Activities

2.2.1 Customer maintenance activities are important to iTel. We ask that customers provide a minimum of ten (10) business days advance notice of possible service impacting activities. These include but are not limited to, building maintenance activities or customer premise equipment changes. Notice of maintenance activities should be emailed to [email protected].

2.2.2 The request should include:

      • Service Type
      • Service Address
      • Circuit ID
      • Maintenance Date
      • Scope of Work and estimated duration
      • Technical Contact name, email and phone number
      • Onsite Contact name, email and phone number

2.3 Notifications

2.3.1 Customers should report the completion of the planned activity to the iTel Network Operations Center (NOC) at [email protected] or  1.888.899.4835 Option 2.

Accessibility – IP Relay Service

The IP Relay Service allows you to communicate via text online using web-capable devices through a chat interface and a third-party operator.

The IP Relay Service will enable faster communications with the relay operator and allow you to see more of the conversation on your computer screen than what can be seen on a TTY window. 

To start using the IP Relay Service, you must first Sign Up for the iTel IP Relay Service by emailing [email protected] 

Once you have submitted your registration for IP Relay service, a group dedicated to addressing our customers’ accessibility needs will contact you within 1 to 2 business days confirming that your registration has been successful. 

Once registered you can  log in to Ip Relay Portal on any internet connected device via:  https://iprelay.northern911.com/

Calls placed through the iTel IP Relay Service are entirely confidential. IP Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained. 

How to place a Text to Voice call

In order to initiate a text to voice call, go to https://iprelay.northern911.com/ and log in with your IP Message Relay Username and password.

How to receive a Text to Voice call

Voice Users will need to know your IP Message Relay Username in order to place a voice to text call. Voice Users can call (855) 871-1171 to connect with an IP Message Relay operator. You must be logged in to the IP Message Relay portal to receive calls.

How to place a 911 call

While logged in to your IP Message Relay account, select the appropriate button: 911 – Police / 911 – Fire / 911 – Ambulance. The IP Message Relay Operator will contact 911, confirm your address and translate with various emergency centers until he or she is no longer required and the appropriate department has been dispatched to your location.

Message Relay Service (7-1-1)

An operator service that allows people who are deaf, hard–of–hearing, speech-disabled, or deaf-blind to place calls to standard telephone users via a keyboard or assistive device. A specialized operator acts as an intermediary for the two parties. 

Message Relay Service (MRS) is a confidential relay service. Persons with a hearing or speech impairment call MRS using a Teletypewriter (TTY). Their typed message is received at MRS, the operator places their call and verbally relays their typed message to the other party.

More Questions?

Email us for more info about iTel Relay Services

Emergency 911 Service Restrictions

VoIP services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.

  • 9-1-1 service: Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through your VoIP service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 9-1-1 emergency calls, and you hereby acknowledge and understand the differences between traditional 9-1-1 service and VoIP calls with respect to 9-1-1 calls placed to emergency services from your account as described below.
  • Placing 9-1-1 calls: When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to your address of record on your account. However, due to the limitations of the VoIP telephone services, your 9-1-1 call may be routed to a different location than that which would be used for traditional 9-1-1 dialling. For example, your call may be forwarded to a third-party specialized call centre that handles emergency calls. This call centre is different from the PSAP that would answer a traditional 9-1-1 call which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call centre.
  • How your information is provided: The VoIP service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account.  However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number or physical location. Therefore, when making a 9-1-1 emergency call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.
  • Correctness of information: You are responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with your account. If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.
  • Disconnections: You must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or contact information. If you are inadvertently disconnected, you must call back immediately.
  • Connection time: For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 9-1-1 calls.
  • 9-1-1 calls may not function: For technical reasons, the functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:
  • Failure of service or your service access device – if your system access equipment fails or is not configured correctly, or if your VoIP service is not functioning correctly for any reason, including power outages, VoIP service outage, suspension or disconnection of your service due to billing issues, network or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls; and changing locations – if you move your system access equipment to a location other than that described in your account information or otherwise on record with iTel Networks Inc.
  • Alternate services: If you are not comfortable with the limitations of 9-1-1 emergency calls, iTel Networks Inc. recommends that you terminate the VoIP services or consider an alternate means for accessing traditional 9-1-1 emergency services.
  • Inform other users: You are responsible for notifying, and you agree to notify, any user or potential users of your VoIP services of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.
  • Liability: Customers are advised to review this section with respect to iTel Networks Inc.’s limitations of liability.

Limitation of liability and indemnification pertaining to the 911 service

Neither iTel Networks Inc, its affiliates or any of their respective officers, directors, employees, or agents may be held liable for (i) any claim, damage, or loss (including but not limited to profit loss), or (ii) any damage as a result of service outage or data loss. The Customer hereby waives any and all such claims or causes of action, arising from or relating to any service outage and/or inability to dial 911 from his Customer phone line or to access emergency service personnel unless it is proven that the act or omission proximately causing the claim, damage, or loss constitutes gross negligence, recklessness, or intentional misconduct on the part of iTel Networks Inc. Subject to the provisions of this agreement, iTel Networks Inc does not provide any other warranties of any kind either express or implied, including without limitation the warranties of merchantability and fitness for a particular purpose.

The Customer agrees to defend, indemnify, and hold harmless iTel Networks Inc, its affiliates, and their respective officers, directors, employees, agents, legal representatives and any other service provider that offers services to the Customer or iTel Networks Inc. in relation with the present agreement or the service provided, from any and all claims, losses, damages, fines, penalties, costs, expenses, legal fees, etc., by, or on behalf of, the Customer, any third party or user of the Customers’ service relating to the absence, failure or outage of the service, including 911 dialling and/or inability of the Customer or any third party or user of their service to be able to dial 911 or to have access to emergency service personnel, as well as any misroutes of 911 calls.

911 VoIP Service – User Tips

  • In an emergency, dial 911 to reach an emergency centre operator.
  • Be prepared to provide your physical location, call-back number, and nature of the emergency.
  • Do not hang up unless instructed by the call centre operator.
  • If you get disconnected, please redial 911. The operator, if they have your number will also attempt to call you back.
  • Ensure that your VoIP service and Internet service is configured and initialized correctly.
  • Inform all other users and potential users of the limitations of VoIP 911 service and about these user tips.
  • Display the VoIP 911 warning sticker on the phone set or in a location that is clearly visible to all users and potential users.

Please download the following

Include them with every handset to inform users of e911 restrictions. Printed guides and stickers can be provided on request.

If you’ve moved your phone from it’s registered location, it’s important that you update your e911 address information

Please use one of the following three options to keep your service address current.

1. Complete the form

2. Access the database directly

To self-update your e911 address, enter your number and passcode below – if you do not know your passcode, click reset. Your number will ring and a passcode will be played.

This will only function for direct-ringing numbers. For numbers which ring to an IVR, please use the form above.

3. Give us a call

888.899.4835

iTel Networks Privacy Policy

Our Commitment to You

iTel’s core business is providing Data, Networking, Voice and Cloud Services and such other products and services that iTel may provide from time to time. iTel has always been and will continue to be committed to protecting Personal Information. iTel has established its Privacy Policy using the ten principles set out in the National Standard of Canada entitled Model Code for the Protection of Personal Information. These ten principles are the following:

  1. Being accountable
  2. Identifying the purposes for Personal Information collection
  3. Obtaining Consent
  4. Limiting the collection of Personal Information
  5. Limiting the use, disclosure and retention of Personal Information
  6. Keeping Personal Information accurate
  7. Safeguarding Personal Information
  8. Being open about policies and procedures
  9. Providing access to Personal Information
  10. Challenging Compliance

iTel relies on these ten principles to protect the Personal Information collected from its Customers, Employees, its Applications, and Web Site Users. iTel has established its Privacy Policy in accordance with The Personal Information Protection and Electronic Documents Act (“PIPEDA”).

Definitions

“iTel”, “we” or “our”:
iTel Networks Inc., including its respective partners, associates, affiliates, and subsidiaries, as they may exist from time to time.

Business Contact Information:
Means any information that is used for communicating or facilitating communication with an individual in relation to their employment, business, or profession such as the individual’s name, position name or title, work address, work telephone number, work fax number or work electronic address.

“Customer”, “you” or “your”:
Means an individual who: (a) has an account with iTel; (b) subscribes for, uses, has used, or applies to use iTel’s products and/or services; (c) corresponds with iTel; (d) is a Web Site or Applications User; and/or (d) enters a contest sponsored or administered by iT1el.

Employee:
Any individual who works for, or provides labour to iTel or one of its subsidiary companies in exchange for wages or salary.

Personal Information:
Means information about an identifiable individual.

Web Site or Application User:
Means a user of a website or application owned, controlled or managed by iTel from which iTel collects Personal Information.

Frequently Asked Questions

3.1 What type of Personal Information does iTel collect?
3.1.1 iTel will collect information about you when you apply for any of iTel’s products and/or services, and as part of your use of those products and/or services. The type of information we collect varies based on the product or service you have requested. The Personal Information most often collected and maintained in a Customer file may include (but is not limited to) name, address for service, mailing address, phone number(s), a piece of acceptable identification, alternate contact information, banking information for payment, non-iTel email address (i.e. if you are an eBill user or if you are a iTel customer subscribing to one of our newsletters), credit card information for payment, credit rating/score, and your product/service usage data.

3.1.2 The Personal Information most often collected and maintained in an Employee or applicant for employment file may include, as appropriate, (but is not limited to) Business Contact Information, home address, home phone number(s), emergency contact information, date of birth, Social Insurance Number, banking information, past employment information, resumes, reference letters, earnings information, performance reviews/letters, dependant and beneficiary information.

3.1.3 The Personal Information most often collected in relation with Web Site Users may include (but is not limited to) name, phone number, and email address.

3.2 Why does iTel collect and use Personal Information?
3.2.1 iTel collects and uses Customer’s Personal Information for the following purposes, to:3.2.1 iTel collects and uses Customer’s Personal Information for the following purposes, to:

  1. establish and maintain a responsible commercial relationship with you;
  2. for research and statistical purpose, to understand your needs as a Customer and your eligibility for products and services;
  3. recommend products, services and opportunities to its Customers;
  4. provide information to you about developments and new products;
  5. develop, enhance, and market products and services and/or provide products and services to its Customers;
  6. process billing and collection of the fees for the iTel products and services you have purchased and/or subscribe to;
  7. perform or order credit checks;
  8. deliver its products and/or services to its Customers, including providing you with the programming content corresponding to your location;
  9. provide customer support; and
  10. meet iTel’s legal and regulatory requirements.

3.2.2 iTel collects Web Site User’s Personal Information for purposes generally identified on the iTel website at the time of collection. These purposes may include to:

  1. send you information, updates you’ve requested, or answer your questions;
  2. register your participation to a contest; and
  3. register you in an encrypted secure zone.

3.2.3 When iTel chooses to use Personal Information for a purpose not previously identified, iTel will identify the new use. Unless such new use is required or permitted by law, in accordance with PIPEDA, the consent of the Customer, Employee or Web Site User is required before the Personal Information can be used for that new purpose.

Use of Cookies: During a Web Site User’s interaction with one of iTel’s websites, iTel may use a browser feature called a “cookie” to collect information anonymously and track user patterns on iTel’s websites. A cookie is a small text file containing a unique identification number that identifies a Web Site User’s browser – but not the Web Site User personally – to iTel’s computers, each time a Web Site User visits one of the iTel websites using cookies. Cookies tell iTel which pages of its websites are visited and how many people visited each web page. This helps iTel to enhance the on-line experience of visitors to the iTel websites. Cookies also serve to identify your computer so that your preferences can be saved for future visits, and iTel works with third parties that use these cookies to help us with such traffic management, research, and analytics.

The use of cookies is an industry standard and many major browsers are initially set up to accept them. You can reset your browser to either refuse to accept all cookies or to notify you when you have received a cookie. However, if you refuse to accept cookies, you may not be able to use some of the features available on iTel’s websites.

3.3 How does iTel obtain your consent?
Consent is generally required for the collection of Personal Information and the subsequent use or disclosure of the Personal Information. Consent can be either express or implied. The form of consent sought by iTel may vary, depending upon the circumstances and the type of Personal Information. In determining the form of consent to use, iTel considers the sensitivity of the information and your reasonable expectation, so that you understand the nature, purpose, and consequences of the collection, use and/or disclosure of Personal Information. iTel generally seeks express consent when the Personal Information is likely to be considered sensitive. Implied consent is typically appropriate when the Personal Information is less sensitive.

Business Contact Information can be used by iTel without consent solely for facilitating communication between iTel and an employee, in relation to his/her employment, business, or profession.

In addition, in exceptional circumstances, as permitted by law, iTel may collect, use, and/or disclose Personal Information without a Customer’s, Employee’s or Web Site User’s knowledge or consent.

Consent may be obtained in any one of the following ways:

  • an application form may be used to seek consent, collect Personal Information, and inform the Customer of the use that will be made of the Personal Information. By completing and signing the form, the Customer is giving consent to the collection and the specified uses;
  • a check-off box may be used to allow the Customer to request that their names and addresses are not given to other organizations. Customers who do not check the box are assumed to consent to the transfer of their information to third parties;
  • orally when information is collected over the telephone; or
  • at the time, a Customer uses a product or service.

In general, the use of products and services by a Customer, or a Web Site User’s use of iTel websites, or the acceptance of employment or benefits by an Employee, will constitute implied consent required by iTel to collect, use and/or disclose Personal Information for the purposes identified in this Privacy Policy.

Consent may be withdrawn by Customers, Employees and Web Site Users at any time, subject to legal or contractual restrictions and upon providing iTel reasonable notice. If you wish to withdraw your consent to certain collection, retention, use or disclosure of Personal Information, please contact iTel at [email protected] Please note that if you refuse or withdraw your consent, we may not be able to provide you with a product or service. We will explain the impact on you at the time, to help you with your decision.

3.4 When and how does iTel disclose Personal Information?
Internally, only iTel Employees with a business need to know, or whose duties reasonably so require, are granted access to Personal Information of iTel’s Customers, Web Site Users, and Employees.

3.4.1 iTel may disclose Customer’s Personal Information to:

  1. third parties who are acting on ITel’s behalf as our agents, suppliers, or service providers who are subject to confidentiality requirements;
  2. a company who will be involved in supplying the Customer with communications or communications directory-related products and/or services;
  3. a company or individual who is acting on iTel’s behalf for the development, enhancement, promotion, marketing, sale, or provision of any of iTel’s current products and/or services or for any new products and/or services of iTel, including authorized resellers and sales agents, etc. subject to confidentiality requirements;
  4. in conjunction with special offers or programs to program partners, or third-party agents responsible for administering such offers or programs. Any such disclosure is made on a confidential basis;
  5. an agent used by iTel to evaluate the Customer’s credit worthiness or to collect the Customer’s account;
  6. a credit reporting agency; and
  7. a third party, where the Customer has given iTel consent to such disclosure or if disclosure is permitted or required by law, in accordance with PIPEDA.

3.4.2 iTel may disclose Employees’ Personal Information to:

Disclosure of Personal Information to government organizations, including law enforcement agencies:

iTel may receive requests from government organizations, including law enforcement agencies. A team of experts individually and carefully vets these requests. iTel will only disclose Personal Information in response to these requests when permitted by law, in accordance with PIPEDA.

3.5 Who does iTel share Personal information with?
iTel does not sell Personal Information about its Customers, Employees and/or Web Site Users. iTel may share Customers’ Personal Information with its partners, associates and third-party service providers as provided in Subsection 3.4, to fulfill the purposes identified in Subsection 3.2. In such cases, the relationship with the partner, associate or third party is governed by strict confidentiality standards and policies to ensure the Customer’s Personal Information is secure and treated in accordance with PIPEDA and with the utmost care and respect.

Except as required or permitted by law, when disclosure is made to a third-party other than an iTel associate or affiliate, or a third-party service provider, the consent of the individual shall be obtained and reasonable steps shall be taken to ensure that any such third party has Personal Information privacy procedures and policies in place that are comparable to those implemented by iTel. Such third parties are provided only with such information as is necessary for the circumstances. Personal Information provided to third parties may be used only for the purpose stipulated and is subject to strict terms of confidentiality.

If a third-party service provider is in a foreign country, Customer and Employee Personal Information may be processed and stored in such other foreign country. In such circumstances, the governments, courts or law enforcement or regulatory agencies of that country may be able to obtain access to your Personal Information through the laws of the foreign country. Whenever iTel engages a third-party service provider, we require that its privacy and security standards adhere to this Privacy Policy and applicable Canadian privacy legislation.

3.6 How does iTel safeguard your Personal Information?
The nature of the safeguards varies depending on the sensitivity of the Personal Information, the scope of the Personal Information, and the method of storage of that information. More sensitive types of Personal Information will be safeguarded by a higher level of protection.

3.7 How do I access iTel’s policies and procedures?
iTel makes available to Customers, Employees and Web Site Users specific information about its policies and procedures relating to the management of Personal Information, on our corporate and community websites.

iTel is open about its policies and procedures with respect to the management of Personal Information. Customers, Employees, and Web Site Users can inquire about ITel’s privacy policies and procedures at a minimal or at no cost and without unreasonable efforts on their part. This information is available to Customers and Web Site users by writing to iTel, to the attention of the Privacy Officer at 1850 Mission Flats Road, Kamloops, BC, V2C 1A9, and to Employees by writing to the attention of the HR Department at 1850 Mission Flats Road, Kamloops, BC, V2C 1A9.

3.8 How do I access my Personal Information?
You may access and correct your Personal Information held by iTel by submitting a request in writing to iTel’s Privacy Officer at 1850 Mission Flats Road, Kamloops, BC, V2C 1A9. A response will be mailed to the address on your account or file.

iTel will respond to a Customer’s, Employee’s, or Web Site User’s request within a reasonable period of time and at minimal or at no cost.

In certain circumstances, iTel may not be able to provide access to all the Personal Information it holds, for example, when the disclosure would reveal confidential business information; if solicitor-client privilege protects the Personal Information, or if the Personal Information was collected during an inquiry into a breach of contract or violation of a federal or provincial law.

3.9 How can I challenge compliance and offer suggestions?

A Customer, Employee, or Web Site User of iTel may direct any questions or inquiries with respect to the privacy principles outlined above or about ITel’s privacy practices described in its Privacy Policy to [email protected] or to iTel’s Privacy Officer at 1850 Mission Flats Road, Kamloops, BC, V2C 1A9.

iTel will investigate all complaints and respond to all questions asked by its Customers, its Employees and/or Web Site Users. If a complaint is found to be justified, iTel will respond appropriately to resolve the complaint, which may include amending its policies and procedures.

If Customers, Employees, or Web Site Users are not satisfied with iTel’s response, they may contact the Office of the Privacy Commissioner of Canada, at:

Toll-free: 1-800-282-1376
Phone: (613) 995-8210
Fax: (613) 947-6850

Mailing Address:
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec
K1A 1H3

4.0 Your Role in Protecting Your Personal Information:

Please remember that iTel’s Privacy Policy and our use of your Personal Information only applies to the information you provide. We caution that if you disclose Personal Information or personally sensitive data through use of the Internet such as through chat rooms, communities, bulletin boards or other public online forums, this information is not collected by or for iTel but may be collected and used by other persons or companies over which iTel has no control. It is your responsibility to review the privacy statements of any person or company to whom you choose to link, from or using any iTel Internet services. iTel is not responsible for privacy statements, privacy compliance or other content of any website not owned or managed by iTel or iTel’s group of companies.

iTel does its best to protect and safeguard Personal Information and we believe there are safeguards you should take as well. Do not share your Personal Information such as bank card numbers, credit card numbers, associated pin numbers or Social Insurance numbers unless you clearly understand the purpose of the request and you know with whom you are dealing. Do not keep sensitive Personal Information in your email inbox or on Webmail.

Provide iTel with one acceptable piece of identification, pin number or passphrase, that will be kept in your Customer account, so we can identify you when you call iTel. If you are asked to assign passwords to connect you to your Personal Information, you should use a combination of letters (upper and lowercases), numbers and symbols and do not use words that can be easily associated with you (example: do not use the name of a family member or pet). We also suggest you change your password regularly. If you are suspicious of any telephone, mail or email promotional campaigns or you suspect fraudulent activity, please contact us at [email protected] to verify that the campaign is a legitimate iTel activity.

5.0 Updating this Privacy Policy

Any changes to iTel’s Privacy Policy shall be acknowledged in this Privacy Policy in a timely manner. iTel may modify or remove portions of this Privacy Policy when it feels it is necessary and appropriate.

STANDARD TERMS AND CONDITIONS

1. Definitions

1.1 “Agreement” means the agreement between iTel and Customer which is composed of the following documents:

1.1.1 the document entitled “Service Agreement”;

1.1.2 the document entitled “Description of Services”;

1.1.3 the document entitled “Standard Terms and Conditions”;

1.1.4 the document entitled “Acceptable Use Policy”; 

1.1.5 the document entitled “Service Level Agreement”; and

1.1.6 The document entitled “Change Management”

1.2 “Customer” means the entity identified as the customer in the Service Agreement.

1.3 “Demarcation Point” means the operational interface and location to which a Service is delivered as set out in the Description of Services. 

1.4 “Equipment” means the cable, circuits, instruments, equipment and other facilities owned by iTel and required in order to provide a Service. 

1.5 “Incidentals” means those goods and/or services provided by iTel to Customer that are incidental to the provision of a Service, including but not limited to courier and delivery charges, iTel’s set-up and maintenance services, iTel’s acquisition of necessary Equipment and services from third party providers, iTel’s installation and maintenance of the Equipment,  and any temporary services provided by iTel to Customer while installation or maintenance is taking place.

1.6 “iTel” means iTel Networks Inc., a company incorporated under the laws of Canada.

1.7 “Monthly Recurring Charge” , a.k.a. “MRC” means the amounts Customer shall pay iTel, every month, for each Service as set out in the applicable Service Form.

1.8 “Non-Recurring Charge”, a.k.a. “NRC” means the amounts Customer shall pay iTel, from time-to-time, for Incidentals.

1.9 “Parties” means iTel and Customer and “Party” means either one of them.

1.10 “Service” means a service provided by iTel to Customer as set out in a Service Agreement.

1.11 “Service Location” means a building or premises at which the Demarcation Point is located as described in the Service Agreement.

1.12 “Term” means the term for a particular Service, as set out in the Service Agreement.

2. Charges and Payments

2.1 Customer shall pay iTel the amounts invoiced by iTel in Canadian Dollars unless specified otherwise in the Service Agreement.

2.2 Customer shall become responsible for payment for Incidentals upon signature by Customer of the Service Agreement.

2.3 Customer shall be responsible for payment of all applicable taxes for each Service. If Customer is entitled to an exemption from any applicable tax, Customer must present iTel with a valid exemption certificate.

2.4 Customer shall pay iTel an interest charge 1.4% per month, compounded monthly, for a total of 18% per annum on all undisputed amounts still outstanding after the due date for payment as set forth on iTel’s invoice and such interest charges shall accrue from and after the due date of payment to the date that the payment is made to iTel.

2.5 Customer shall have forty-five (45) days following receipt of iTel’s invoice within which to dispute any amounts appearing in that invoice; failure on the part of Customer to do so shall be deemed a waiver of Customer’s right to dispute such amounts and Customer shall be deemed to have irrevocably accepted all amounts contained in that invoice.

3. Credit Checks and Security Deposit

3.1 The Customer acknowledges that execution of this Agreement signifies Customer’s acceptance of iTel’s initial and continuing credit approval procedures and policies as determined by iTel from time to time. iTel reserves the right to withhold initiation or full implementation of iTel Services under this Agreement pending initial satisfactory credit review and approval thereof which may be conditioned upon the terms specified by iTel, including, but not limited to, security for payments due hereunder in the form of a cash deposit, guarantee, irrevocable letter of credit or other means, which may be increased upon iTel’s request at its discretion. As may be determined by iTel in its sole discretion, acting reasonably, at any time, if the Customer is delinquent in its payment obligations on three (3) occasions or more in any rolling six (6) month period, iTel may require a new or increased deposit, partial payment, guarantee or irrevocable letter of credit, at iTel’s option, to secure Customer’s payments for the term of this Agreement. Failure of Customer to provide the requested security shall constitute a material breach of this Agreement and shall provide iTel with cause to terminate this Agreement; such termination entitling iTel to collect any outstanding amounts forthwith.

4. Access and Equipment

4.1 Customer shall provide iTel and its agents, contractors and subcontractors, with access to the Service Location, including the Demarcation Point, for the purpose of providing the Services as well as providing such electrical power and outlets at the Service Location as iTel shall require for the provision of the Services. Customer is solely responsible for the payment of all electrical charges associated with the Services and access charges at the Service Location.

4.2 The location of any parts of the Equipment to be installed at the Service Location shall be determined by iTel in consultation with Customer. Customer shall take all steps necessary to protect the Equipment located at the Service Location from damage.

4.3 Customer shall not permit any of the Equipment to be re-arranged, disconnected, removed, repaired or otherwise interfered with, except with iTel’s prior written approval and then only as agreed by iTel.

4.4 Customer shall be responsible for and shall pay for all cable wiring and equipment required to interconnect the Equipment from the Demarcation Point to Customer’s equipment, to permit Customer to use the Services. Customer shall be responsible for its equipment beyond the Demarcation Point.

4.5 If the Equipment is damaged or destroyed as a result of Customer’s breach of contract, negligence, or willful acts or omissions, Customer shall reimburse iTel for the costs of repairing or replacing such Equipment within ten (10) business days from the date of receiving an invoice for the cost of such damage or destruction.

5. Use of Service

5.1 Customer shall not use a Service nor permit a Service to be used for any purpose contrary to law.

5.12 Customer shall at all times ensure that the Service(s) are used by it and its customers and end-users in accordance with iTel’s Acceptable Use Policy as published or posted on iTel’s Website, as may be amended from time-to-time.

5.3 Use of each Service is deemed acceptance of the terms of the Agreement. Use of each Service is at the Customer’s own risk to the maximum extent permitted by the laws of the Province of British Columbia

6. Use of Service

6.1 Customer shall indemnify and save harmless iTel from all losses, liability, claims, damages, judgments, expenses and costs, of any kind whatsoever, including reasonable legal fees and disbursements, suffered or incurred by iTel arising from claims of any third party on any legal basis whatsoever (“Claims”) and arising from or in any way connected to Customer’s receipt of a Service, including but not limited to Claims arising from:

6.1.1 use of a Service by Customer (or its customers or end-users) or by any third party authorized by Customer;

6.1.2 harm to the Customer’s (or its customer’s or end-user’s) data, equipment, computer network and other facilities;

6.1.3 the breach of any provision of the Agreement by Customer or by any third party authorized by Customer;

6.1.4 the negligence or willful misconduct of Customer, its customers, end-users or any third party authorized by Customer in connection with the use of a Service;

6.1.5 a claim made by Customer against any third party who in turn claims contribution or indemnity from iTel;

6.1.6 a claim by any third party for libel, slander, passing off or infringement of copyright, trademark or patent, illegal, improper or unauthorized use of a Service arising from the content of the video, voice or data carried by Customer, or its customers or end-users; and

6.1.7 any claims or fines levied against the Customer (or its customers or end-users) or any third party authorized by the Customer  an Act which may be levied by any governmental agency in relation to but no limited to the Canadian Radio-television and Telecommunications Commission Act, the Competition Act, the Personal Information Protection and Electronic Documents Act and the Telecommunications Act, S.C. 2010, c.23, as amended (“CASL“).

7. Limitation of Liability

7.1 Customer agrees that iTel shall not be liable to Customer for:

7.1.1 any act or omission of any carrier or other person other than iTel;

7.1.2 any act or omission of the Customer or its customers or end-users;

7.1.3 any claims of defamation, copyright or trademark infringement, violation of CASL, or the violation of any third-party rights arising from  the use of a Service;

7.1.4 any infringement of patents arising from combining or using Customer-provided facilities with a Service or the Equipment where the Service or the Equipment would pose no infringement in the absence of such combination or use; or

7.2 Each Party’s total cumulative liability, if any, to the other party for damages related to the Agreement (including for a fundamental breach or otherwise), negligence, any act or omission by either Party  or its representatives, or under any other theory of law or equity will be limited to those damages actually proven as directly attributable to the other Party and will in no event exceed the aggregate of the most recent three (3) months of fees and charges paid by Customer to iTel for Services under the Agreement.

7.3 NOTWITHSTANDING ANYTHING IN THE AGREEMENT, EXCEPT IN THE CASE OF GROSS NEGLIGENCE OR WILLFUL MISCONDUCT WILL EITHER PARTY BE LIABLE TO THE OTHER FOR PUNITIVE, SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA EVEN IF CUSTOMER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

7.4 EXCEPT AS EXPRESSLY STATED IN THE AGREEMENT, AND TO THE EXTENT PERMITTED BY LAW, iTel PROVIDES NO WARRANTY OF ANY KIND WHATSOEVER, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE AND, WITHOUT LIMITATION ALL IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABLE QUALITY OR FITNESS FOR A PARTICULAR PURPOSE, OR THAT ALL REQUIREMENTS OF CUSTOMER WILL BE MET WITH RESPECT TO ANY SERVICE PROVIDED BY iTel HEREUNDER, ARE HEREBY DISCLAIMED BY iTel AND EXCLUDED FROM THE AGREEMENT.

8. Termination and Suspension of Services

8.1 Either Party may terminate the Agreement (the “Terminating Party”), and accordingly all Services, on written notice to the other Party (the “Defaulting Party”) if the Defaulting Party has filed a petition in or has been assigned into bankruptcy or become an insolvent person within the meaning of any applicable bankruptcy or insolvency legislation, or makes any assignment for the benefit of creditors or makes any arrangements or otherwise becomes subject to any proceedings under applicable bankruptcy laws or insolvency laws with a trustee, or receiver appointed in respect of a substantial portion of the property of the Defaulting Party, or in the event the Defaulting Party liquidates or winds up its daily operations for any reason whatsoever (each an “Event of Bankruptcy”).

8.2 Within fifteen (15) days of an Event of Bankruptcy, Customer (or any trustee or receiver acting on Customer’s behalf) must either:

8.2.1 Provide iTel with notice, in writing, of Customer’s affirmation of its intent to be bound by the remaining Term of all Services or Terminate all Services and provide iTel with:

8.2.1.1 one hundred percent (100%) of the Monthly Recurring Charges for the Service(s) during the first year of the term which are payable by Customer to iTel in the Service Agreement regardless of whether such Service Term has actually commenced, and  fifty percent (50%) of the total monthly service charges for the Service(s) which are payable by Customer to iTel in the Agreement for the balance of the applicable Service Term as defined in the Service Agreement, regardless of whether such Service Term has actually commenced; and

8.2.1.2 one hundred percent (100%) of all amortized installation and construction costs iTel has incurred but not yet collected in connection with providing the Service(s) to the Customer as well as one hundred percent (100%) of any other costs incurred to provision the Service(s) to Customer,

8.3 iTel may suspend delivery of a Service, terminate any or all Services, or terminate the Agreement, at its option and without liability if Customer breaches the Agreement by:

8.3.1 failing, within the time set forth in any written notification to Customer by iTel, to make full payment of any invoice that remains unpaid in accordance with the terms of payment set out in the Agreement (other than charges which are being disputed by Customer in good faith); or

8.3.2 failing within five (5) business days following written notification to Customer by iTel to remedy any breach of a material term or condition of the Agreement to be performed or fulfilled by Customer.

8.4 iTel may terminate the Agreement, at its option and without liability if Customer conducts itself in a manner which unnecessarily delays the commencement of the Term of a Service either by its action or inaction which in turn frustrates iTel’s ability to install the service and set it up so it is ready for the Customer’s use.  Action or inaction may include but is not limited to situations where:

8.4.1 Customer fails to provide information necessary for the set-up of a Service within five (5) business days of a request by iTel to do so; or

8.4.2 Customer fails to provide assistance or carry out instructions necessary to set-up the Service within five (5) business days of a request by iTel to do so.

8.5 Customer may terminate a Service upon thirty (30) days written notice to iTel.

8.6 Should either iTel or the Customer terminate a Service or the Agreement in accordance with Paragraph 8.3, 8.4 or 8.5 then the Customer shall become responsible for and immediately pay;

8.6.1 one hundred percent (100%) of the Monthly Recurring Charges for the Service(s) during the first year of the term which are payable by Customer to iTel in the Agreement as defined in the Service Agreement, regardless of whether such Service Term has actually commenced or installation work has been commenced or completed, and fifty  percent (50%) of the total monthly service charges for the Service(s) which are payable by Customer to iTel in the Service Agreement for the balance of the applicable Service Term, regardless of whether such Service Term has actually commenced, or installation work has been commenced or completed; and

8.6.1 one hundred percent (100%) of any amortized  installation and construction costs iTel has incurred but not yet collected in connection with providing the Service(s) to the Customer as well as one hundred percent (100%) of any other costs incurred to provision the Service(s) to the Customer

8.7 Customer acknowledges and agrees that iTel’s ability to offer the prices in the Service Agreement is dependent upon Customer completing a full Service Term and that without the early termination fee set out herein iTel would suffer losses as a result of Customer’s early termination. Customer specifically acknowledges and agrees that the early termination fee set out herein is not a penalty but rather a mutually agreed upon premium for allowing the Customer to terminate a Service prior to the expiration of a Service Term. Notwithstanding the foregoing; 

8.8 Customer shall be permitted to terminate a Service prior to the end of the applicable Service Term without incurring any fees or early termination charges pursuant to the Agreement provided that:

8.8.1 Customer migrates to another available Service as a replacement service to the terminated Service (the “New Service”);

8.8.2 the New Service has a Monthly Recurring Charge (“MRC”) equal to or greater than the MRC of the Service being terminated;

8.8.3 Customer selects a Service Term for the New Service which is equal to or greater than the remaining term for the terminated Service, provided that the new term selected shall be for no less than 12 months or such other longer term of 24, 36, 48 or 60 months depending on availability. 

8.8.4 Customer pays all provisioning or other installation fees associated with the New Service and all cancellation charges incurred by iTel to terminate the Service(s), even if those fees are from a third-party;

8.8.5 the requested delivery date for the New Service is no later than sixty (60) days from the termination date of the terminated Service, and

8.8.6 Customer’s account is in good standing and Customer is not otherwise in breach of its obligations under the Agreement.

9. Dispute Resolution

If a dispute arises with respect to the Agreement the aggrieved Party shall notify the other Party in writing of the dispute (a “Notice of Dispute”). Following receipt of a Notice of Dispute, both Parties shall make best efforts to resolve the dispute amicably. In the event that the dispute has not been resolved within 30 days of receipt of a Notice of Dispute, the dispute shall be referred to and finally resolved by arbitration administered by the British Columbia International Commercial Arbitration Centre, pursuant to its Rules. In the absence of any written agreement otherwise, the place of arbitration shall be Kamloops, British Columbia. The decision of the arbitrator shall be binding and may be entered in any court with jurisdiction to allow such a decision to be entered.

10. Miscellaneous

10.1 Ownership of Equipment. Unless the Service Agreement specifically indicates that the Equipment is being sold to Customer, any and all Equipment provided by iTel in connection with the provision of the Services at or to the Service Location shall remain the property of iTel and shall not by reason of the attachment, installation or connection of any part thereof to the property become or be deemed a fixture attached to such property. iTel shall remove the Equipment from the Service Location upon termination or expiry of the Term of any Services requiring such Equipment and Customer agrees to provide iTel with such access as necessary to remove the Equipment.

10.2 Successors and Assigns.  The Agreement may not be assigned by any Party without the prior written consent of the other Party, such consent not to be unreasonably withheld; provided that iTel may, without consent, assign the Agreement in connection with a corporate reorganization or merger or to any entity that controls, is controlled by or is under common control with iTel or to a purchaser of all or substantially all of its assets or business, and in any such event, iTel shall be released from its obligations hereunder to the extent they are assumed by the assignee.

10.3 Force Majeure. By way of example, and not by limitation, acts or events that may prevent or delay performance (as contemplated by this Section) include: acts of God or the public enemy, acts of civil or military authority, acts of terrorism, embargoes, epidemics, war, riots, insurrections, fires, explosions, earthquakes, floods and abnormal weather conditions where the Services are being performed (as determined by comparison to the ten (10) year average conditions indicated by NOAA for the area in which the Services are being provided). A Party is excused from performing its obligations under this Agreement if, to the extent that, and for so long as:

10.3.1 such Party’s performance is prevented or delayed by an act or event (other than economic hardship, changes in market conditions, insufficiency of funds, or unavailability of equipment and supplies) that is beyond its reasonable control and could not have been prevented or avoided by its exercise of due diligence; and

10.3.2 such Party gives written notice to the other Party, within ten (10) business days of the act or event that prevents such Party from performing its obligations.

10.4 Purchase Orders. Notwithstanding any contrary language in any purchase order or similar document issued by the Customer to iTel with respect to the Services, any such purchase order or similar document shall be deemed for the Customer’s internal use only and the provisions thereof shall have no effect whatsoever upon the provisions of the Service Agreement.

10.5 Rights Arising from Agreement. Nothing expressed or implied in the Agreement is intended nor shall be construed to confer on or to give any person, other than the Parties and their respective successors and permitted assigns, any rights or remedies under or by reason of the Agreement. 

10.6 Permitted Changes. iTel may make changes to and update these Standard Terms and Conditions from time-to-time on iTel’s Website In the event that Customer disputes such changes, Customer must initiate the dispute resolution process set out in Article 9 above within thirty (30) days of receipt of notice of the revised terms from iTel. In the event that Customer does not initiate the dispute resolution process within thirty (30) days of receipt of notice, Customer agrees to be bound by such changes.

10.7 Agency Limitations. The Agreement does not constitute any Party a partner, employee, agent or legal representative or joint venturer with the other, and no Party may act on behalf of the other in any manner nor assume or create any obligation of any kind, express or implied, on behalf of the other Party nor bind the other Party in any respect whatsoever, except in accordance with the Agreement.

10.8 Waiver and Indulgence. Waiver by any Party of any violation or breach of the Agreement in any instance shall not be taken or held to be a waiver of any subsequent violation or breach or as a waiver of the provision itself that is breached, nor shall any delay or omission on the part of any Party to exercise any right arising from such violation or breach alter or impair that Party’s right as to the same or any future violation or breach. Similarly, no indulgence or goodwill of any kind by a Party not contemplated in the Agreement shall be taken or construed as a right that can be enforced against such Party by the other.

10.9 Notices. Any notice or other written communication provided or permitted hereunder shall be in writing and given by personal delivery (against receipt), or sent by registered mail (against receipt) postage prepaid or prepaid courier (against receipt), or by email: if to iTEl at: Itel Networks Inc., 1850 Mission Flats Road, Kamloops, BC V2C 1A9, or by facsimile to 1-888-377-4835, or by email to [email protected] ; if to the Customer to the address or facsimile number or email address as provided on the Service Agreement. Any notice so given shall be deemed to have been received on the date on which it was delivered in person, or, if transmitted by facsimile during the regular business hours of the party receiving the notice, on the date it was transmitted, or if transmitted after business hours, on the next business day, or if sent by registered mail on the fifth business day thereafter, or if by Courier on the day the package is signed for by the Receiving Party, or if by email upon acknowledgement of receipt by the other party.

10.10 Confidentiality. Each Party agrees to protect the confidentiality of any information disclosed to it (the “Receiving Party”) by the other Party (the “Disclosing Party”). The Receiving Party acknowledges that damages would not be an adequate remedy for a breach of this clause and agrees that the Disclosing Party shall be entitled to the granting of equitable relief (including injunctive relief) with respect to any threatened or actual breach of this clause. Neither party shall disclose, copy or use any such confidential information except as contemplated by the Agreement, except for information:

10.10.1 the Receiving Party deems necessary to share with its professional advisors in connection with the Agreement;

10.10.2 that is or becomes publicly known otherwise than by reason of a breach of the Agreement by the Receiving Party;

10.10.3 that has been independently developed outside the scope of the Agreement;

10.10.4 that is required to be disclosed by law.

10.11 Regulatory Approval. In the event that the Agreement, or any of the terms hereof, become subject to regulatory approval by various local, state or federal agencies in Canada and/or the USA, as applicable, the Parties shall cooperate, to the extent reasonable and lawful, in providing such information as is necessary to complete any required filing or in obtaining any required regulatory approval.

10.12 Survival. Those clauses that by their natural or implied meaning or intent to impose an obligation on either Party after termination or expiration of the Agreement, or that by their natural or implied meaning or intent are intended to survive the termination or expiration of the Agreement, shall survive the termination or expiration of the Agreement.

10.13 Publicity. Unless Customer gives notice in writing that it does not give consent to do so, iTel shall have the right to display Customer’s name and the fact that Customer is a customer of iTel on iTel’s website and in iTel’s promotional materials for the duration of the Agreement.

10.14 Legality. Nothing contained in this Agreement shall be construed so as to require the commission of any act or the payment of any compensation which is contrary to law, whether Canadian and/or USA law, as applicable, which may, from time to time, be in effect and by its terms controlling of the Agreement. If there is any conflict between any provision of the Agreement and any applicable law the latter shall prevail, and the provisions of the Agreement affected shall be modified to the extent (but only to the extent) necessary to remove such conflict and permit such compliance with the law. 

10.15 Execution of Further Documents. Customer agrees to perform all further acts and to execute, verify, acknowledge, and deliver any further documents as may be necessary to give effect to the obligations set out in the Agreement.

10.16 Cumulative Remedies. No remedy conferred upon or reserved in favour of a Party shall exclude any other remedy herein or existing in law or in equity or by statute, but each shall be cumulative and in addition to every other remedy given hereunder or now hereafter existing.

10.17 Headings. The headings contained in this Agreement are for reference purposes only and shall not be used in the interpretation of the Agreement. Words importing any one gender includes the other gender, the singular includes the plural and vice versa, and natural persons include created legal entities (corporate or unincorporated, including partnerships) and vice versa.

10.18 Entire Agreement. The Agreement constitutes the entire agreement between the Parties and supersedes all other agreements, whether written or oral. There are no other promises, conditions, understandings or other agreements, whether written or oral, relating to the subject matter of the Agreement.