Description of the following Service components:
• Network Access Service (Centrex Business Service)
• Voice Messaging Service
• Long Distance
• Business High Speed Internet Service
• Fibre Internet Service
• Managed Security (Firewall)
• Hosted Exchange (Business Class E mail)
• Managed SSL Virtual Private Network
• Personal Communication Manager
Network Access Service (Centrex Business Service):
Centrex Business and Small Business Network (NS) Centrex Business (PEI) & Provincial Centrex (NL):
(i) The Services provide a combination of exchange service and intercommunicating
service. Connection between access lines of the system and trunk lines are made by
switching equipment located on Bell Aliant premises.
(ii) The Services provide a multi system, multi location service which provides for a
common set of basic features on a provincial basis where appropriate equipment and
facilities are available.
(iii) The Services are available to customers, subject to the availability of suitable facilities.
(a) Business Communication (NB): The Services provide a multi system, multi location exchange-
based service which provides for a common set of basic features on an exchange basis
where appropriate equipment and facilities are available. Connections between access lines
of the system and trunk lines are made by switching equipment located on Bell Aliant
premises. The Services available to customers within New Brunswick, subject to the
availability of suitable facilities.
1. The monthly rate for the Services provide the following:
(a) Centrex Business and Small Business Network (NS) Centrex Business (PEI):
(i) The monthly rate for access lines of the Services provides for the following:
(1) Access to eight Centrex features - 3-Way Calling, Call Pickup, Call Transfer, Call
Display, Call Forwarding, Call Waiting, Auto Call Back/Ring Again, Speed Call.
(2) Single line set;
(3) Access to other Centrex features;
(4) Common equipment and switching equipment as required;
(5) Circuitry to connect the Customer location to the wire centre serving the area in which
the terminal equipment is located. Customers may provide and install the inside wire
and jacks for the Services at their expense. However, no adjustment will be made to
the monthly rate per voice access where the Customer has provided and installed the
Services inside wire and jacks;
(6) Trunk lines, as required, for incoming and outgoing calls to and from access lines in
the Customer’s system;
(7) Detailed service billing by individual telephone number;
(8) Intercept which provides for calls to a vacant terminal to be routed to a recorded
announcement.
(b) Provincial Centrex (NL):
(i) The monthly rate for access lines of the Services provides for the following:
(1) Access to eight Centrex features - 3-Way Calling, Call Pickup, Call Transfer, Call
Display, Call Forwarding, Call Waiting, Auto Call Back/Ring Again, Speed Call;
(2) Single line set ;
(3) Access to other Centrex features;
(4) Circuitry to connect the Customer location to the wire centre serving the area in which
the terminal equipment is located. Customers may provide and install the inside wire
and jacks for the Services at their expense. However, no adjustment will be made to
the monthly rate per voice access where the Customer has provided and installed the
Services inside wire and jacks;
(5) One group of trunk lines for incoming service to the attendant's position. Bell Aliant
determines the number of such lines in the group based on the Customer's
requirement.
(c) Business Communication (NB):
(i) The monthly rate for access lines of the Services provides for the following:
(1) Access to eight Centrex features - 3-Way Calling, Call Pickup, Call Transfer, Call
Display, Call Forwarding, Call Waiting, Auto Call Back/Ring Again, Speed Call;
(2) Single line set;
(3) Access to other Centrex features;
(4) Circuitry to connect the Customer location to the wire centre serving the area in which
the terminal equipment is located. Customers may provide and install the inside wire
and jacks for the Services at their expense. However, no adjustment will be made to
the monthly rate per voice access where the Customer has provided and installed the
Services inside wire and jacks;
(5) Trunk lines, as required, for incoming and outgoing calls to and from access lines in
the Customer’s system;
(6) Detailed service billing by individual telephone number.
2. In some areas, Centrex service is forborne and not governed by tariffs. In the areas where
Centrex remains regulated, it is governed by existing tariffs filed with the CRTC (www.crtc.gc.ca).
(a) Nova Scotia Forborne Exchanges and Tariffs
Exchange Name Province
Bridgewater Nova Scotia
Colingwood Nova Scotia
French Village Nova Scotia
Halifax Nova Scotia
Hubbards Nova Scotia
Ketch Harbour Nova Scotia
LaHave Nova Scotia
Liverpool Nova Scotia
Lunenburg Nova Scotia
Mahone Bay Nova Scotia
Oxford Nova Scotia
Prospect Road Nova Scotia
Riverport Nova Scotia
Sackville Nova Scotia
St. Margarets Nova Scotia
Those Services that are not Forborne shall be governed by the following Tariffs:
1. CRTC 10001 Item 750 – 790 – Centrex Business Service
2. CRTC 10001 Item 955 – 980– Small Business Network Service
3. CRTC 21491 Item 255 – Standard Service Charges
4. CRTC 10001 Item 530 – 585 – Other Service Charges
(b) New Brunswick Forborne Exchanges and Tariffs
Exchange Name Province
Moncton New Brunswick
Sackville New Brunswick
Those Services that are not Forborne shall be governed by the following Tariffs:
1. CRTC 12001 Item 70.1 – 70.2– Business Communications Service
2. CRTC 21491 Item 255 – Standard Service Charges
(c) Newfoundland Forborne Exchanges and Tariffs
Exchange Name Province
St. John’s Newfoundland &
Labrador
Those Services that are not Forborne shall be governed by the following Tariffs:
1. CRTC 13001 Item 190 – Provincial Centrex Service
2. CRTC 21491 Item 255 – Standard Service Charges
(d) Prince Edward Island Forborne Exchanges and Tariffs
Exchange Name Province
Summerside Prince Edward Island
Montague Prince Edward Island
Those Services that are not Forborne shall be governed by the following Tariffs:
1. CRTC 11001 Item 694 – 695, 698.5(a), (b), (f), 699 – Centrex Business Service
2 CRTC 21491 Item 255 – Standard Service Charges
3. CRTC 11001 Item 370 – Other Service Charges
Voice Messaging Service:
1. Description of Service:
(a) The voicemail service provided under the Service is based upon Bell Aliant’s Message
Manager Service. Message Manager provides a voicemail box with a personalized greeting
and the ability to receive, send, route and store voice messages.
(b) The standard offering provides the user with an electronic mailbox in which callers can
leave a message when they are call forwarded to it. Integrated mailboxes provide message
waiting indication, personalized greeting and outcall to a pager. The caller will
automatically be forwarded to the electronic mailbox if the user is using his telephone.
(c) As an option, the user may subscribe to a Transfer Mailbox in lieu of the standard offering.
A Transfer Mailbox transfers all incoming calls directly into a main mailbox. The service is
available to users who have a primary and secondary telephone number on their
telephone set. The subscriber need only access the main mailbox and all messages will be
played.
2. In some areas, voicemail service is forborne and not governed by tariffs. In the areas where
voicemail remains regulated, it is governed by existing tariffs filed with the CRTC
(www.crtc.gc.ca).
(a) Nova Scotia Forborne Exchanges and Tariffs
Exchange Name Province
Bridgewater Nova Scotia
Colingwood Nova Scotia
French Village Nova Scotia
Halifax Nova Scotia
Hubbards Nova Scotia
Ketch Harbour Nova Scotia
LaHave Nova Scotia
Liverpool Nova Scotia
Lunenburg Nova Scotia
Mahone Bay Nova Scotia
Oxford Nova Scotia
Prospect Road Nova Scotia
Riverport Nova Scotia
Sackville Nova Scotia
St. Margarets Nova Scotia
(b) New Brunswick Forborne Exchanges
Exchange Name Province
Moncton New Brunswick
Sackville New Brunswick
(c) Newfoundland Forborne Exchanges
Exchange Name Province
St. John’s Newfoundland &
Labrador
(d) Prince Edward Island Forborne Exchanges
Exchange Name Province
Summerside Prince Edward Island
Montague Prince Edward Island
The Services are provided with the following approved tariffs.
CRTC 21491 Item 310.1 (Voice Messaging Service)
Long Distance:
1. Description of Service: As part of the Services, users are provided with a long distance rate of
five (5) cents per minute for all long distance calling within Canada/USA including both toll-free
and outbound long distance on direct dialed and calling card calls.
(a) If the Customer is receiving a lower rate with Bell Aliant, that rate will apply.
(b) Regular long distance rates will apply for calling outside Canada/USA.
(c) For an additional fee, each user may subscribe to optional long distance plans:
(i) 500 minutes of Canada/USA calling ($15 per month) and;
(ii) Unlimited Atlantic Canada calling ($15 per month).
Business High Speed Internet Service and
Business Internet :
2. Description of Service: Medium Business High Speed Internet Service is a cost effective, Internet
access service targeted at business customers requiring high speed connectivity to the Internet
and access to enhanced Internet services.
(a) Medium Business Package: Designed for the medium business with more advanced Internet
and networking requirements. This package ideal for businesses that have multiple locations,
host a server or require a managed LAN solution.
• Download Speed: Up to 5.0Mbps
• Upload Speed: Up to 640Kbps
• Access Type: Dedicated and always on
• CPE Included: DSL modem
• IP Address: 1 Static
• Dial Account: 25 hrs per month
• Email Address: none
• Usage: Not capped
• Web Storage: 10 MB
• Email Anti Spam: Included
• Email Anti Virus: Included
• Desktop Anti Virus: none
(b) Customer Requirements: The Customer is responsible for the following:
(i) Provide a DSL compatible telephone line for the delivery of the Business High Speed
Internet Service. This could be a regular telephone line, fax line, or dial-up data line that
is compatible with the DSL protocol.
(ii) Provide a prime contact person including phone number and e-mail contacts for
ongoing service or billing matters.
(iii) Access to the building for installation and maintenance purposes and building must be
located within the Bell Aliant High Speed Service Area.
(c) Service Demarcation Point: Bell Aliant is responsible for service up to the Bell Aliant modem
or router that is provided with the service.
If the Business High Speed Internet Service is not suitable for the customer, they may upgrade
to a fibre based solution as described in item (2) below. Construction charges may apply to
provide a fibre connection to the customers premise.
3. Description of Service: Business Internet Services are provided to the Customer premise by
fractional T1, T1 or Ethernet access services.
(a) Customer Requirements: The Customer agrees to adhere to Bell Aliant’s Internet Acceptable
Use Policy described in Appendix A, and which is subject to change by Bell Aliant from time
to time, with the most up-to-date version being available at www.Bell Aliant.net.
(b) Service Interruptions: In the event of service interruptions lasting twenty-four (24) hours or longer
from Bell Aliant’s receipt of notification thereof by the Customer, Bell Aliant, upon the Customer’s
written request, will provide to the Customer a credit or refund of the charges proportionate to the
length of the service interruption commencing from Bell Aliant’s receipt of the Customer’s
notification. Notwithstanding Section 4(d) and subject to Section 4(e), such credit or refund will be
the Customer’s sole and exclusive remedy, at law or in equity, relating to non-performance of the
Services.
(c) Exclusion of Liability: The Customer agrees that Bell Aliant will not be liable to the Customer or any
third party for:
(i) any act or omission of the Customer or any carrier other than Bell Aliant;
(ii) any claims or actions related to defamation, copyright or trademark infringement, or
the violation of any third party rights, arising from use of the Services;
(iii) infringement of patents arising from combining or using Customer-provided facilities
with the Services or Bell Aliant’s facilities; or
(iv) any unauthorized use of the Services. Neither party will be responsible for the
performance of any of its obligations, or deemed to be in default of any provisions, of
this Agreement by virtue of any events beyond their control, including labour
disruptions.
(d) Imposition of Restrictions on Use: Bell Aliant reserves the right to impose restrictions on the use of
Services in the following circumstances:
(i) a Customer's utilization is proven through Bell Aliant’s monitoring reports to be
interfering with access to the Services by other customers, and, or
(ii) if while using the Services, the Customer posts, transmits or otherwise distributes
information constituting or encouraging conduct that would constitute a criminal
offense or give rise to civil liability, or otherwise uses the Services in a manner which is
contrary to law or would serve to restrict or inhibit any other user from using or
enjoying the Services.
(e) Use of the Services: The Customer will not, nor will it permit others or assist others to, tamper
with, alter or rearrange the Services or the Bell Aliant facilities required to provide the
Services, or otherwise abuse or fraudulently use the Services, including, without limitation,
using the Services, unless otherwise provided by law.
The additional monthly charge for a fibre based Internet access will be provided upon request.
Attributes of this access service are detailed below:
Fibre Access
Feature Attribute
Download Speed 5 or 10Mbps
Upload Speed 5 or 10Mbps
IP Addressing Static (5 IP’s)
Usage Unlimited
Dial Internet Access 15 hours/month
Domain Name Included
Yearly Domain Name
Renewal Included
Webspace 5MB
If the customer is outside a DSL and fibre serving area, then they may elect to have Internet access
provided over a T1 based Internet access. The additional monthly charge for a T1 based Internet
access will be provided upon request. The attributes of the T1 based Internet access are detailed
below:
T1 Access
Feature Attribute
Download Speed 1.544Mbps
Upload Speed 1.544Mbps
IP Addressing Static (5 IP’s)
Usage Unlimited
Dial Internet Access 15 hours/month
Domain Name Included
Yearly Domain Name
Renewal Included
Webspace None
The maintenance window for Internet services is Wednesday and Sunday from 0200 – 0600.
Optional Features
If the customer requires static IP addressing, they can be provided for an additional charge as
shown below:
Block of 4 IP’s: $40/month
Block of 8 IP’s: $50/month
Block of 24 IP’s: $105/month
Block of 56 IP’s: $125/month
ATTACHMENT D-1
Internet Acceptable Use Policy
Introduction
Bell Aliant Internet Service is committed to being a responsible network citizen. To assist us in
protecting the usefulness and enjoyment of the Internet for our members and for other users, we
advise you read the following document outlining our policies on network abuse. The activities
described below constitute violations of the Bell Aliant Service Agreements that may result in the
loss of your service.
The Bell Aliant Internet Services Acceptable Use Policy prohibits activities that include, but are not
limited to the Policies described below. The terms of this Acceptable Use Policy may change at any
time and without prior notice; you are responsible for informing yourself of any changes to this
Acceptable Use Policy by periodically consulting this page. If you have any questions about the Bell
Aliant Internet Services Acceptable Use Policy, do not hesitate to contact Bell Aliant via email
Facilities provided to a customer by Bell Aliant are for the exclusive use of the customer and may
not be resold without the express written permission of Bell Aliant.
General Acceptable Use Policies for Internet (the "Policies")
You are prohibited to use your Bell Aliant Internet account in conducting activities that include, but
are not limited to:
• Transmitting unsolicited messages, which, in the sole judgment of Bell Aliant causes
significant disruption or elicits complaints from other Internet users.
• Harassing users or groups in any way.
• Impersonating users from the Bell Aliant Internet Service or any other Internet service
providers in any way.
• Uploading or downloading, transmitting, posting, publishing, receiving, retrieving, storing or
otherwise reproducing, distributing or providing access to information, software or other
material which is (i) confidential or is protected by copyright or other intellectual property
rights, without prior authorization from the rights holder(s); (ii) is defamatory, obscene, child
pornography or hate literature; or (iii) constitutes invasion of privacy, appropriation of
personality, or unauthorized linking or framing.
• Transmitting, posting, receiving, retrieving, storing or otherwise reproducing, distributing or
providing access to any program or information designed to assist users in defeating copy-
protection, registration and any other anti-theft mechanisms associated with commercial
or shareware programs.
• Transmitting, posting, receiving, retrieving, storing or otherwise reproducing, distributing or
providing access to any program or information designed to assist in the fraudulent use of
telecommunications services.
• Using an Internet host's resources in a manner not authorized by its administrators. This
includes mail relaying, transmitting chain letters, make-money-fast or pyramid style
schemes of any sort.
• Posting or transmitting any information or software which contains a virus, "cancelbot",
"trojan horse", "worm" or other harmful or disruptive component.
• Compromise the Privacy of other users.
Electronic Mail
In addition to these Policies, while sending electronic mail, you are prohibited from conducting
activities that include, but are not limited to:
• Transmitting identical or substantially similar unsolicited email messages
• Promoting or facilitating the transmission of unsolicited email messages.
• Attaching an excessively long signature to your messages.
• Forging the headers of your email messages in any way.
• Sending messages to disrupt or cause difficulties in receiving other email.
Bell Aliant has a Zero Tolerance for unsolicited email messages (spam). Actions contrary to the
terms of the Bell Aliant Internet Service Acceptable Use Policy will result in the suspension and / or
termination of your Bell Aliant Internet account and may result in further penalties. The Bell Aliant
Internet account owner is responsible for any and all action that originates from his / her Bell Aliant
Internet account.
Customers who maintain bulk "opt-in" email lists must have a method of confirmation of
subscriptions and be able to provide that information as evidence when requested by Bell Aliant. At
the discretion of Bell Aliant, if no such evidence is available, messages could be considered as
unsolicited.
Bell Aliant reserves the right, in its sole discretion, to set an upper limit on the number of recipients of
customer initiated email, the number of subscribers on a customer's bulk "opt-in" email list", and the
number of messages a customer may send or receive through the service.
Newsgroups and Discussion Forums
In addition to these Policies, while posting to newsgroups or any other discussion forum, you are
prohibited from conducting activities that include, but are not limited to:
• Posting advertisements, commercial or unsolicited messages of any kind, unless expressly
permitted by the charter or FAQ.
• Posting binary or excessively large files of any kind, unless expressly permitted by the
charter or FAQ.
• Posting substantially identical messages to more than 5 newsgroups.
• Attaching an excessively long signature to your messages.
• Forging the headers of your postings in any way.
Newsgroup and forum postings must comply with the associated charter or FAQ. If a posted
message does not fall within the topic or ideals of the discussion identified by the charter or FAQ, at
the discretion of Bell Aliant, could represent an infraction of the Bell Aliant Internet Service
Acceptable Use Policy. Users posting messages to newsgroups or forums are responsible for making
themselves aware of the rules of conduct, prior to posting.
Abuse/Use of Bandwidth and Unlimited Services
Bandwidth abuse or excessive use, which negatively impacts Bell Aliant Internet Service or its users,
will not be tolerated. Unlimited Service for an account does not translate into allowing an account
holder to remain connected even while away from the computer or to use a 'ping' type program to
keep their connection alive, such as, but not limited to, checking email every 5 minutes 24 hours a
day).
"Excessive" use of bandwidth or resources is not permitted with any Bell Aliant Internet account.
Customers requiring "no bandwidth limitations” are instructed to seek dedicated service options. If
excessive use by an account is such that it potentially impacts Bell Aliant's ability to provide Internet
Services or that network resources need to be protected, the account may be suspended
immediately and without notice to the account holder.
Bandwidth Management
Bell Aliant reserves the right to manage its bandwidth as they see fit on the network. Customers of
all types are expected to use appropriate net etiquette when using or accessing various services
within and outside the network. In special circumstances, Bell Aliant reserves the right to block
access to, or from, any service type or server.
Service Outages
Although Bell Aliant takes pride in providing round the clock Internet service, we cannot guarantee
uninterrupted access to Internet services due to failures or scheduled upgrades on the network. The
company shall not be liable to any customer, user or other person for damages resulting from
omissions, interruptions, delays, errors or defects in transmission, or failures or defects in Bell Aliant
Internet Service's facilities.
Personal Web Pages
Personal Web Pages are for NON-COMMERCIAL use only. Bell Aliant reserves the right to remove
any Web pages at its discretion. All web pages must adhere to the Bell Aliant Internet Service
Acceptable Use Policy.
Commercial Web Pages
Commercial Web Pages must adhere to Bell Aliant Internet Service Acceptable Use Policy and the
terms and conditions of web service.
Network/Security
In addition to these Policies, while using your Bell Aliant Internet Service account, you are prohibited
from conducting activities that include, but are not limited to:
• Using your Bell Aliant Internet Service user account and concurrent dial up login sessions
from the same Bell Aliant Internet Service user account. (Please note: Sharing your Bell
Aliant Internet Service within your home via an Bell Aliant recommended Home Networking
or LAN Solution is not in violation of the Acceptable Use Policy)
• Causing an Internet host to become unable to effectively service requests from other hosts.
• Running and/or hosting Server Applications including but not limited to HTTP, POP, SMTP,
Proxy/SOCKS, NNTP, ).
• Analyzing or penetrating an Internet host's security mechanisms.
• Forging any part of the TCP/IP packet headers in any way.
You are solely responsible for the security of your system and account. While connected to the Bell
Aliant Internet Service, you are prohibited from any act, committed intentionally or through
negligence, which may compromise the security of your Internet host in any way.
Customers found in violation of this Acceptable Use Policy may, at the sole discretion of Bell Aliant,
suffer suspension/ termination of their Bell Aliant Internet Service account and / or be responsible
for additional service charges. Also, violation of this Acceptable Use Policy may result in criminal
and civil liability. Bell Aliant will offer full co-operation with law enforcement agencies if their
investigation warrants it.
In the event that numerous complaints are received by our staff in regards to any breaches of this
Acceptable Use Policy, at the discretion of Bell Aliant, a processing fee per complaint received in
addition to an administration fee may be applied to your account.
Bell Aliant does not assume liability to any of its members or other Internet users for failure to
enforce the terms of this ACCEPTABLE USE POLICY. As well, Bell Aliant reserves the right to suspend /
terminate your Bell Aliant Internet Service account at any time without prior notice.
Indirect Access
A violation of this Policy by an individual having only indirect access to Bell Aliant Internet Service
through a customer or other user will be considered a violation by the customer or other user,
whether or not with the knowledge or consent of the customer or other user.
In addition, this policy applies to any email or content sent by you or on your behalf. This includes
using an Bell Aliant Internet Service account as a mailbox for responses or publicizing content
hosted or sent using Bell Aliant Internet Service facilities, or which indicates in any way that Bell
Aliant Internet Service was involved in the transmission of such email or content.
Unless expressly permitted in a written agreement with Bell Aliant, the resale of Bell Aliant Internet
Service products and services is not permitted.
Consequences
Violations of this Policy may result in a demand for immediate removal of offending material,
immediate temporary or permanent filtering, blocked access, suspension or termination of service,
or other action appropriate to the violation, as determined by Bell Aliant in its sole discretion. It is
Bell Aliant's preference to give notice so that violations may be addressed voluntarily when
practical; however, Bell Aliant reserves the right to act without notice when necessary, as
determined by Bell Aliant in its sole discretion. Bell Aliant may involve, and will cooperate with, law
enforcement if criminal activity is suspected. Violators may also be subject to civil or criminal
liability under applicable law. Refunds or credits are not issued in connection with actions taken for
violations of this Policy.
Incident Reporting/Contact Information
Complaints regarding violations of this Policy by an Bell Aliant Internet Service customer should be
forwarded to [email protected]. Where possible, details should be included that would assist Bell
Aliant in investigating and resolving the complaint (i.e. expanded headers and a copy of the
offending transmission).
Revisions to this Policy
Bell Aliant may modify this policy at any time, without prior notification, effective when posted to
Bell Aliant's public web site. Notice may also be provided via electronic mail or regular mail.
Managed Security – Firewall:
1. Description of Service
(a) As part of the Service, Bell Aliant will provide a managed firewall on the customer’s site to
secure the Internet access line from unwanted intrusions. The standard offering, Entry, is
detailed in the table below:
Entry Level Firewall
Feature Attribute
Proactive Monitoring No
Monthly Reporting No
Changes per year 1
Tier 2 Support Mon – Fri, 8am – 5pm
2. Multiple Sites
(a) If the customer has multiple locations, each branch office will be provided a firewall with
the Entry level of support and a virtual private connection between the branch office and
head office. However, in this case, the head office must be upgraded to the Bronze level of
support. This offering is detailed in the table below:
Bronze Level Firewall
Feature Attribute
Proactive Monitoring Yes
Monthly Reporting Yes
Changes per year 4
Tier 2 Support Mon – Sat, 8am – 8pm
(b) If the customer has more than four branch offices, each branch office must upgrade to the
Satellite level of support. Satellite support costs will be provided upon request. This offering is
detailed in the table below:
Satellite Level Firewall
Feature Attribute
Proactive Monitoring Yes
Monthly Reporting Yes
Changes per year 2
Tier 2 Support Mon – Sat, 8am – 8pm
The maintenance window for managed firewall services is Wednesday and Sunday from
00:00 - 0600.
3. Optional Upgrades
(a) Regardless of the number of sites, the customer may upgrade to the Bronze level of support
for the head office or branch office and may upgrade to the Satellite service for any
branch office.
(b) The customer may upgrade their firewall with a wireless LAN on a site by site basis.
Additional monthly charges will apply.
4. Service Levels:
(a) Configuration Management:
(i) Bell Aliant will be responsible for initial configuration of the service provided.
(ii) Bell Aliant monitors all vendors represented on Bell Aliant’s approved platforms list for
release activities related to software patches and upgrades. Patches and software
upgrades will be applied as deemed necessary by Bell Aliant technical support staff. As
security related software patches and upgrades are released, Bell Aliant assesses the
applicability of each release to the Customer’s environment. Bell Aliant will work with
the Customer to schedule any necessary remote upgrades (subject to the terms of this
Schedule). Patches are applied at no additional charge.
(iii) Bell Aliant will work with the Customer to schedule any necessary remote upgrades that
are anticipated to impact availability of service functionality. Software upgrades are
implemented by Bell Aliant as part of the Firewall Service, so long as the following
conditions apply:
(1) The upgrade can be performed remotely, either independently or with a minimal
amount of on-site assistance by the designated Customer contact or their
designate; and
(2) The upgrade does not require a change to underlying hardware on which the
software is running; and
(3) A single upgrade does not require more than 2 person-hours of Bell Aliant’s time.
(4) Bell Aliant will invoice the Customer for all work beyond the aforementioned 2
hours. Any work that requires an Bell Aliant employee to travel to the Customer’s
site on a time and materials basis that is not covered under the Services Schedule
may be subject to travel and expenses as defined in Section 3.
(iv) SLCs cannot be guaranteed if the Customer does not make changes deemed necessary
by Bell Aliant or if the Customer prevents Bell Aliant from making the changes it notifies
the Customer are necessary for continued service.
(v) Failure of any supported components will be addressed in accordance with Section
4(h) of this Services Schedule. Bell Aliant will co-ordinate repair/replacement of the
failed component, following documented procedures for reporting and notification of
the failure.
(vi) Bell Aliant will be responsible for the configuration, management and monitoring of the
service and will consult with the Customer regarding specific security policy issues that
may require change.
(vii) Configuration details will be available for review by the Customer upon request. Where
applicable based upon the capabilities of the device(s) being managed and the
subscribed service specifics, the Customer will be provided with read-only access to
obtain “live” device configuration information on a self-service basis. Read-only access
is provided as a convenience to the Customer. Basic instructions for using the interface
will be made available, but general support queries and requests for clarifications shall
count against the customer’s allocation of support incidents (if applicable) or may be
subject to time and materials charges as per Section 3 at Bell Aliant’s discretion.
(viii) Configuration documentation will be maintained for each of the services. This
documentation will include electronic copies of Customer’s device configuration,
including appropriate backup copies as per Section 4(k).
(ix) Key tasks to Manage Customers Configuration include:
(1) Configuration Documentation
(2) Configuration Backup
(3) OS Maintenance and Patching
(b) Backup & Recovery Services:
Measurement Criteria Target
Configuration Backup Initial and On Change
Report Retention 90 Days
Event Data Backup and Retention 90 Days online
1 Year of backups
(i) Bell Aliant recognizes that security log data is a necessary component of any sound
security management structure. Retention of log data is necessary and Bell Aliant will
maintain backup’s of applicable log data for a period of one year.
(ii) Backups of customer reports will also be retained for a period of 90 days.
(iii) Once the initial system tuning is completed, configurations tend to be static in nature
and generally only changed through formal change management process.
Configuration backups are maintained within our central management system, and
included as part of the system’s daily backup routine.
(c) Monitoring:
(i) One of the keys to effective management of a security system is monitoring the service
and all activity associated with its operation. The information collected will be utilized
by Bell Aliant to establish baselines and thresholds to readily identify suspicious activity.
Known patterns are also tracked and monitored as they are identified. These patterns
and thresholds will set the parameters for generating security alerts to Bell Aliant on a
7X24 basis.
(ii) Bell Aliant utilizes a network monitoring platform to provide basic monitoring of device
availability through SNMP. The SNMP events will trigger an alert and generate an
incident ticket which will be validated and routed to the support team for action.
(iii) Security monitoring can generate a huge amount of data. Bell Aliant will collect and
correlate the information being gathered to provide rapid identification of possible
risks to the Customer and alert appropriate technical staff to address the issues.
(iv) Bell Aliant follows an incident management process to evaluate the risk associated with
each of these security alerts and takes the appropriate actions to mitigate that risk.
This is a continual process that addresses security vulnerabilities as they are identified
ensuring that responses to incidents evolves to meet the threats. Bell Aliant monitors
these security trends, adjusting the patterns and thresholds that trigger alerts to ensure
appropriate response to a security event.
(v) Bell Aliant will notify the Customer of issues with the Customer network configuration or
operations that are determined to be causing alerts to be generated. Such issues may
cause significant activity on the service, thus decreasing its effectiveness. The Customer
is obligated to address those issues in a timely manner to ensure that repetitive alerts
are not being generated causing undue alerts and response activity. Bell Aliant reserves
the right to address these cases directly should the Customer fail to act. Should Bell
Aliant be required to take action to filter out Customer event data in order to address
such excessive situations, such action may negatively impact Bell Aliant’s ability to
detect subsequent activity with similar characteristics. Bell Aliant will identify these issues
to the Customer and will not be responsible for problems arising out of the Customer’s
failure to address the root cause of these events. All such issues will be appropriately
reported and documented.
(vi) The information logged by a security service can be extensive thus it becomes
important to capture log data that is relevant to the security of the Customer’s
environment. After the initial system tuning of the service, Bell Aliant will log only key
security information generated by the particular service. This log information will
include communications from the Internet that are blocked by the firewall and alerts
generated by the firewall. Bell Aliant will increase this logging level should it become
necessary for debugging or security monitoring purposes. The logging information will
be retained centrally by Bell Aliant’s log monitoring system.
(1) Logs will be captured by a central security monitoring system.
(2) This system will allow for the efficient and thorough review of firewall logs as
required.
Managed Firewall
Bell Aliant’s Managed Firewall Service consists of providing firewall management and monitoring
services for the customer based upon the level of service selected by the customer.
1. SERVICE LEVEL OPTIONS
Four different level of service offered to the Customer. They are defined as follows;
(a) Entry: 5 x 8 next business day support level offers minimal features and is a largely static
configuration. There is limited security alert and health/activity monitoring, with support
being offered only during normal business hours and on a reactive level only. Periodic
review of firewall activity and event log will be performed; however support is limited to
ensuring the firewall is active and accessible. The firewall rule set is predefined at time of
installation with a maximum of three (3) rules; limited ongoing customization of the firewall
rule set is permitted. Content Security and Deep Inspection features (Appendix A, Section 9)
are not available with this service level.
(b) Satellite Office: The Satellite Office Service level is designed specifically for multi-site hub-
and-spoke VPN networks. The Satellite Office service level is only available in combination
with a hub site that subscribes to at least Bronze level service. Satellite Office sites utilize a
consistent but customer-specific configuration across sites. Global changes to all satellite
site configurations are included, subject to an annual limit. Data from the Satellite Office
firewalls is included in reporting for the associated hub site, depending on the subscribed
service level at the hub. 7 x 24 monitoring and support. HP OpenView node up/down and
SNMP traps included. Security monitoring alerting included. An annual allocation of site-
specific support incidents is included. UTM features are available, using a standard
configuration across Satellite sites. HA Clusters are not supported. Limited hardware
configurations available – SSG 5 Basic and Standard only. WiFi available.
(c) Bronze: 7 x 24 x 365 availability, health and real time security alert monitoring, with auto
incident ticket generation; alerts will result in a call to the Customer and/or generate
proactive action by Bell Aliant staff. After hours support is provided by an “on call”
rotation, but is still subject to the SLC’s as defined by this support level. Monthly reports are
not part of this support level, but significant security alerts, as defined by the Security
Management Centre, will be conveyed to the Customer. A custom firewall rule set is
permitted with an annual limit on changes; Content Security, Deep Inspection, and extended
features are permitted, but routine log review or analysis is not performed. VPN users and
branch office connections are permitted. High Availability firewall clusters can be
configured and supported as part of this service level. Customers at the Bronze or higher
level of service are permitted read-only access to the local management interface of their
firewall where supported by the device.
(b) Silver: Includes Bronze with the addition of the following:
(i) Weekly security activity analysis.
(ii) Standard reports (listed below) will be made available via the Management Portal.
(iii) Increase in the number of included firewall changes and support calls.
(c) Gold: Includes Silver with the addition of the following:
(i) Enhanced reports
(ii) Increase in the number of included firewall changes and support calls.
Entry Satellite Office Bronze Silver Gold
Firewall
Rules
changes
1 Rule change
per year
2 Rule changes
per year, global
to all Satellite
Office sites
4 Rule changes
per year
12 Rule changes
per year
36 Rule changes
per year
Support1 8:00am –
5:00pm Atlantic
next business
day
7 x 24 x 365
Up to 2 support
calls or requests
per site per
year
7 x 24 x 365
Up to 4 support
calls or requests
per year
7 x 24 x 365
1 support call or
request per
month (12 per
year)
7 x 24 x 365
< 3 support calls
or requests per
month (26 per
year)
Details of the specific services ordered by the Customer shall be set out in Section 3 of the
Managed Security Services Schedule.
2. SERVICE SETUP
(a) There are a number of tasks to be conducted as part of the setup of the Services. Tasks
unique to the Customer’s environment or Customers requiring security design services to
define the requirements for their firewall will be detailed in a Statement of Work (“SOW”) to
be executed between Bell Aliant and the Customer, based on the time and materials rates
provided in Section 3. Tasks generally performed by Bell Aliant as part of establishing the
Service include:
(i) Gather and document all necessary configuration information.
(ii) Establish network connectivity and functionality.
(iii) Implement firewall policy and rule set provided by the customer.
(iv) Run tests to verify Bell Aliant’s ability to deliver the service and adjust for any
configuration changes that may be required.
(b) Management and Monitoring requires the Customer to provide Bell Aliant with exclusive
administrative privileges on the specific devices to be managed by Bell Aliant.
3. SERVICE ELEMENTS
(a) Several Managed Firewall Service levels are available, as outlined above. These packages
include one (1) or more of the following service elements:
(i) Device Uptime Monitoring
(ii) Security Event Monitoring
(iii) Upgrade and Patch Management
(iv) Change and Request Management
(v) Logging, Backup and Retention
4. DEVICE UPTIME MONITORING
(a) All of Bell Aliant’s Managed Firewall Services except for Entry level include uptime
monitoring. In order to monitor for uptime, the Customer is responsible for providing Bell
Aliant with permission to connect to their network. Bell Aliant will utilize a site to site Virtual
Private Network (VPN) connection to facilitate the monitoring function. Bell Aliant monitors
uptime in accordance with Section 2 of this Schedule.
5. SECURITY EVENT MONITORING
(a) Security Event Monitoring is included with all Managed Firewall Service Levels except Entry.
(b) Bell Aliant will monitor the Managed Firewall Service on a 7 X 24 basis in accordance with
Section 4(l) of this Services Schedule.
(c) Bell Aliant classifies security events for this Managed Firewall Service as Major Events or
Minor Events. Major Events are events that Bell Aliant has a high degree of confidence are
a significant risk to the Customer, potentially leading to a successful compromise or service
1 After hours tier 2+ support via “on call”. Customized quote is available for support levels beyond Gold.
related attack. These events require immediate notification and swift resolution by Bell
Aliant or the Customer.
(d) All non Major Events are Minor Events, which are events that Bell Aliant considers
noteworthy but which are not believed to have an immediate threat or risk to Customer.
Bell Aliant shall have absolute discretion in determining, in its reasonable judgment, whether
an event is a Major Event or a Minor Event through the use of signature priorities,
algorithms, event correlation, and Bell Aliant’s professional judgment.
(e) Firewall security event data is gathered by the firewall and relayed to Bell Aliant’s central
security monitoring system. The data is parsed, normalized, correlated, and prioritized.
When a Major Event is detected an Bell Aliant a trouble ticket is automatically generated
and forwarded to a support analyst. The analyst validates the event, performs initial
analysis, and notifies the Customer in accordance with Section 4 of this Services Schedule.
(f) Proactive review of security event trends shall be performed based on the Customer’s
subscribed level of service as shown in the following table:
Entry Satellite Office Bronze Silver Gold
Proactive
Security Event
Review
Not included
Dependent upon
service level of
main site
Not included Weekly Weekly
6. SOFTWARE UPGRADE AND PATCH MAINTENANCE
(a) Bell Aliant will perform software patches and upgrades in accordance with Section 4(j) of
this Services Schedule.
(b) In cases where there is a hardware failure and a replacement firewall is required, Section
4(h) of this Services Schedule shall apply.
(c) In the event that a particular product or product version is being discontinued by the
vendor, Bell Aliant will communicate new platform migration options. In order to be assured
of uninterrupted service, the Customer must complete the migration process within 60 days.
The Customer bears any costs relating to procuring new hardware or components and to
re-provisioning any devices. Bell Aliant will be responsible for support for all Bell Aliant
owned hardware.
7. CHANGE MANAGEMENT
(a) Bell Aliant provides a set number of firewall rule and configuration changes annually as
specified in the level of service selected and Section 4(i). The types of firewall rule, policy
and configuration changes considered in-scope are:
(i) Firewall rule changes;
(ii) Network changes;
(iii) Network Address Translation updates;
(iv) Device addressing and interface changes;
(v) VPN Branch Office additions/changes; and
(vi) Update/removal of subscribed technology options.
(b) All other changes are considered out of scope and may be implemented on a time and
materials basis as described in the Sections 3 and 4(i).
(c) Bell Aliant does not include advanced design or supplemental validation of rule sets in its
Managed Firewall Service. These services are available and may be provided upon request
and subject to fees pursuant to an SOW executed between Bell Aliant and the Customer.
8. REPORTS
Bell Aliant provides the customer, based upon their selected Managed Firewall Service level,
Basic, Standard or Advanced reporting options as outlined below;
(a) Basic:
(i) Interface Traffic
(ii) Security Activity Summaries (such as Top Attackers, Top Ports, Events per Day)
(iii) Customers subscribing to the Remote User IPSec VPN or Remote User SSL VPN services
shall also receive user access summary and user access audit reports
(b) Standard:
(i) Basic reporting included
(ii) Change request details
(iii) Request details
(iv) Incident Case details
(v) Service Management Objectives Report (metrics for completion of scheduled service
activities such as security event review)
(c) Enhanced:
(i) Standard reporting included
(ii) Availability report
(iii) Service management trend and performance metrics
9. OPTIONAL SERVICES
Optional service components are available for the Bell Aliant Managed Firewall Service on
specific hardware platforms. These optional services provide features to augment the security
provided by the firewall solution. Subscription to these services shall incur additional one-time
setup and ongoing monthly charges.
Wireless (WiFi) Option: Wireless (“WiFi”) Access Point functionality is available on select firewall
models and may be activated and managed by Bell Aliant as a service option for an
incremental service fee. Support for wireless functionality is limited to the initial configuration
and validation of the wireless feature. Support calls from the primary or alternate Customer
contact will be accepted, but troubleshooting shall be limited to validation of the device
configuration and review of logs and related information. End user support and support for
wireless client devices, cards, or drivers are not provided.
Hosted Exchange (Business Class E mail):
1. Description of Service: The business class email provided as part of the Services is based on a
Microsoft Exchange platform. Bell Aliant will install the Microsoft Outlook application on each
end users PC and transfer his email over to the new platform. Enhanced anti-SPAM filtering is
provided to each customer. The attributes of business email are detailed below:
Business Class Email
Feature Attribute
Webmail access Yes
Antivirus and anti-SPAM Included
Global Address Book Included
Mailbox size 2
Public Folder size MB
The maintenance window for business class email is
2. Optional Upgrades*: The customers end users may upgrade their business email portion of the
Service with the following features:
Business Class Email Upgrades
Feature Price
* 2GB Limit per Organization
** No fee if customer self provisions thru the control panel.
Blackberry Integration $15/month, $25 setup fee
Windows Mobile Device
Integration $15/month, $25 setup fee
Provision of Service
(a) Bell Aliant shall use commercially reasonable efforts to provide the Service in accordance
with the service levels described in Section (5) of this Agreement.
(b) Subject to any limitation of liability and indemnity provisions of this Agreement, in the event
that Bell Aliant fails to provide the Service in accordance with the service levels described
in Appendix “A”, the Customer’s sole and exclusive remedy shall be a credit as follows: If
service availability falls below 99% Bell Aliant will issue a credit against the Customer’s
monthly fee for the particular service equivalent to the lesser of three (3) times the
difference between a 99% service availability and the actual service availability, up to a
maximum of 100% of the monthly fee, or $500. The Customer hereby acknowledges that
this concession does not apply to service failure, derogation, or disruption due to scheduled
downtime, and applies to Bell Aliant’s ASP platform only.
(c) The Customer hereby acknowledges and agrees that the foregoing states Bell Aliant’s entire
liability and the Customer’s exclusive remedy for any breach of this Agreement and/or
failure of the Service.
4. Request for Optional Services: Optional services will be provided on an “as available” basis and
at rates agreed to by the customer and Bell Aliant. All optional services requested by the
customer must be tested, reviewed and formally agreed to in writing by the customer.
5. Disaster Recovery: The Service is designed with fault tolerance built into the ASP infrastructure
and the Hosted Exchange servers. Service restoration is for disaster recovery purposes only.
6. Data Security: Backups of the databases for the Service are scheduled and monitored on a
daily basis by Bell Aliant. It is the responsibility of the site administrators to ensure the proper
tapes are loaded at the specified times. It is the Customer’s responsibility to backup their local
(C:) drives. To ensure there is no unauthorized access to server data, it is important that
Customer logoff the server when the workstation is unattended. Virus protection will be updated
daily at 7 a.m.
7. Unauthorized Use of Services: The Customer will comply with all consumer and other legislation,
instructions or guidelines issued by regulatory authorities, relevant licenses and any other codes
of practice which apply to the Customer or to Bell Aliant and which relate to the provision of
Service. The Customer agrees that it will not utilize the Service in any unauthorized manner and
such Service may not be used for any illegal or fraudulent purpose. Bell Aliant does not
examine the use to which the Customer puts the Service and the Customer hereby indemnifies
and agrees to hold harmless Bell Aliant from any claims and/or liability which arise as a result
of any such unauthorized use of the Service.
CUSTOMER LICENSE TERMS
TERMS AND CONDITIONS REGARDING USE OF MICROSOFT SOFTWARE
This document concerns your use of Microsoft software, which includes computer software
provided to you by Bell Aliant as described below, and may include associated media, printed
materials, and “online” or electronic documentation (individually and collectively ‘SOFTWARE
PRODUCTS”). Bell Aliant does not own the SOFTWARE PRODUCTS and the use thereof is subject to
certain rights and limitations of which Bell Aliant needs to inform you. Your right to use the
SOFTWARE PRODUCTS is subject to your agreement with Bell Aliant, and to your understanding of,
compliance with and consent to the following terms and conditions, which Bell Aliant does not have
authority to vary, alter or amend.
1. DEFINITIONS.
“Client Software” means software that allows a Device to access or utilize the services or
functionality provided by the Server Software.
“Device” means each of a computer, workstation, terminal, handheld PC, pager, telephone,
personal digital assistant, “smart phone”, or other electronic device.
“Server Software” means software that provides services or functionality on a computer acting
as a server.
“Redistribution Software” means the software described in Paragraph 4 (“Use of Redistribution
Software”) below.
2. OWNERSHIP OF SOFTWARE PRODUCTS. The SOFTWARE PRODUCTS are licensed to Bell Aliant from
an affiliate of the Microsoft Corporation (“Microsoft”). All title and intellectual property rights in
and to the SOFTWARE PRODUCTS (and the constituent elements thereof, including, but not
limited to any images, photographs, animations, video, audio, music, text and “applets”
incorporated into the SOFTWARE PRODUCTS) are owned by Microsoft or its suppliers. The
SOFTWARE PRODUCTS are protected by copyright laws and international copyright treaties, as
well as other intellectual property laws and treaties. Your possession, access, or use of the
SOFTWARE PRODUCTS does not transfer any ownership of the SOFTWARE PRODUCTS or any
intellectual property rights to you.
3. USE OF CLIENT SOFTWARE. You may use the Client Software installed on your Devices by Bell
Aliant only in accordance with the instructions, and only in connection with the services,
provided to you by Bell Aliant.
4. USE OF REDISTRIBUTION SOFTWARE. In connection with the services provided to you by Bell
Aliant, you may have access to certain “sample”, “redistributable” and/or software development
(“SDK”) software code and tools (individually and collectively “Redistributable Software”). YOU
MAY NOT USE, MODIFY, COPY, AND/OR DISTRIBUTE ANY REDISTRIBUTION SOFTWARE UNLESS YOU
EXPRESSLY AGREE TO AND COMPLY WITH CERTAIN ADDITIONAL TERMS CONTAINED IN THE SERVICES
PROVIDER USE RIGHTS (“SPUR”) APPLICABLE TO BELL ALIANT, WHICH TERMS MUST BE PROVIDED TO
YOU BY BELL ALIANT. Microsoft does not permit you to use any Redistribution Software unless
you expressly agree to and comply with such additional terms, as provided to you by Bell
Aliant.
5. COPIES. You may not make any copies of the SOFTWARE PRODUCTS; provided, however, that
you may (a) make one (1) copy of Client Software on your Device as expressly authorized by
Bell Aliant; and (b) you may make copies of certain Redistribution Software in accordance with
Paragraph 4 (Use of Redistributable Software). You must erase or destroy all such Client
Software and/or Redistribution Software upon termination or cancellation of your agreement
with Bell Aliant, upon notice from Bell Aliant or upon transfer of your Device to another person
or entity, whichever first occurs. You may not copy any printed materials accompanying the
SOFTWARE PRODUCTS.
6. LIMITATIONS ON REVERSE ENGINEERING, DECOMPILATION AND DISASSEMBLY. You may not reverse
engineer, decompile, or disassemble the SOFTWARE PRODUCTS, except and only to the extent
that applicable law, notwithstanding this limitation expressly permits such activity.
7. NO RENTAL. You may not rent, lease, lend, pledge, or directly or indirectly transfer or distribute
the SOFTWARE PRODUCTS to any third party, and you may not permit any party to have
access to and/or use the functionality of the SOFTWARE PRODUCTS.
8. TERMINATION. Without prejudice to any other rights, Bell Aliant may terminate your rights to use
the SOFTWARE PRODUCTS if you fail to comply with these terms and conditions. In the event of
termination or cancellation, you must stop using and/or accessing the SOFTWARE PRODUCTS,
and destroy all copies of the SOFTWARE PRODUCTS and all of its component parts.
9. NO WARRANTIES, LIABILITIES OR REMEDIES BY MICROSOFT. ANY WARRANTIES, LIABILITY OR
DAMAGES AND REMEDIES, IF ANY, ARE PROVIDED SOLELY BY BELL ALIANT AND NOT BY
MICROSOFT OR ITS AFFILIATES OR SUBSIDIARIES.
10. PRODUCT SUPPORT. Any product support for the SOFTWARE PRODUCTS is provided to you by
Bell Aliant and is not provided by Microsoft or its affiliates or subsidiaries.
11. NOT FAULT TOLERANT. THE SOFTWARE PRODUCTS MAY CONTAIN TECHNOLOGY THAT IS NOT
FAULT TOLERANT AND IS NOT DESIGNED, MANUFACTURED OR INTENDED FOR USE IN
ENVIRONMENTS OR APPLICATIONS IN WHICH THE FAILURE OF THE SOFTWARE PRODUCTS
COULD LEAD TO DEATH, PERSONAL INJURY, OR SEVERAL PHYSICAL, PROPERTY OR
ENVIRONMENTAL DAMAGE.
12. EXPORT RESTRICTIONS. The SOFTWARE PRODUCTS are of U.S. origin for purposes of U.S. export
control laws. You agree to comply with all applicable international and national laws that apply
to the SOFTWARE PRODUCTS, including the U.S. Export Administration Regulations, as well as
end-user, end-use and destination restrictions issued by U.S. and other governments. For
additional information, see: http://www.microsoft.com/exporting/
13. LIABILITY FOR BREACH. In addition to any liability you may have to Bell Aliant, you agree that
you will also be legally responsible directly to Microsoft for any breach of these terms and
conditions.
Secure Socket Layer (“SSL VPN”):
Description of Service
The remote access component of the Service allows the user to remotely connect to the corporate
network when working away from the office. This technology effectively allows the user to work as
if he is directly connected to the local area network (LAN). The technology used to provide the
service is SSL (secure socket layer), an industry standard in providing secure remote access.
This technology is installed as a plug-in application to Microsoft Internet Explorer. Bell Aliant will
install this plug-in for each user as part of the installation process.
The user will be provided with a username and password for SSL authentication to allow remote
access connections.
The maintenance window for remote access is Wednesday and Sunday 00:00 – 06:00.
Managed SSL VPN – Hosted Service
The SSL VPN service is structured as a standard core service offering with additional optional
services available to the Customer. The service provides end user connectivity to the Customer’s
network utilizing SSL VPN tunnels connected to a customer specific portal within Bell Aliant’s
infrastructure. A site to site tunnel is then created to the customer’s firewall using IPSec. This tunnel
provides remote user access to specific corporate network systems, components and applications
as defined by the Customer during the setup of this service.
The service offering for SSL VPN is comprised of the following elements.
1. SETUP
(a) Bell Aliant will work with the Customer to define the requirements that the service will
function under relating to user groups, access rules, and technology options to employ. The
Customer is responsible for providing the necessary resources and inputs to ensure the
service is defined and configured with access to Customer’s assets in accordance with their
specific requirements.
(b) Setup of the Managed SSL VPN service includes basic customization of the Customer portal
with logos, labels, and similar basic information within a standard portal template. Further
customization of the portal “look and feel” or appearance is possible but is subject to
custom design services and fees that can be quoted upon request.
(c) The standard customer portal URL conforms to the following format:
https://<customer>.mssp.Bell Aliant.net. Custom domain names may be configured at the
Customer’s discretion, but the Managed SSL VPN service is not responsible for registering a
custom domain. The Customer is responsible for acquiring and maintaining a suitable digital
certificate for a custom domain. Additional service charges will apply to the initial setup of
such custom domains.
2. AUTHENTICATION – STANDARD SERVICE
(a) Standard service authentication provided with the base service is based on
username/password stored in the service authentication database. If the user successfully
authenticates, and any optional security requirements are passed, the user is presented with
a portal page that lists the resources available to that particular user, or redirected
automatically to a designated “home page”.
(b) Administrative accounts for the primary and alternate customer contacts shall be created
at service setup. These accounts shall be given access to the Customer’s segment of the
service authentication database, with the ability to create new end user accounts and
perform general user administration functions for their end users.
3. ACCESS
(a) Access to corporate resources will be defined through roles and policies during the initial
installation phase of the SSL VPN solution. Bell Aliant will provide assistance to Customer in
defining specific access requirements.
4. ENCRYPTION
(a) The SSL VPN service will provide encrypted connectivity utilizing SSL/HTTPS 128-bit or 168-
bit encryption—unencrypted requests are dropped or redirected to an SSL connection. All
traffic is encrypted from the end user remote device to the SSL VPN appliance, and from
Bell Aliant’s managed security services infrastructure to the Customer network.
5. CONNECTIVITY
(a) This service uses the Internet as its transport backbone and as a result the Customer’s VPN
quality of service will be dependent on the quality of service related to the Internet. Bell
Aliant will not be responsible for issues resulting from the quality or availability of
connectivity through the Internet. Bell Aliant will assist the Customer, where possible, in
identifying the source of such issues.
Personal Communication Manager:
6. Description of Service: The Personal Communication Manager(“PCM”), or softphone as it’s called
in the industry, is an application that runs on the users PC that allows users to make and receive
phone calls from their PC.
(a) Bell Aliant will furnish the Nortel application to deliver The Personal Communication
Manager functionality:
(i) The Multimedia Office Client is a Microsoft Outlook plug-in. It provides the features of
the MCS Multimedia PC Client within Microsoft Outlook. This transforms the e-mail
application into a complete communications center that provides the following
advanced IP telephony features.
(b) This application will enable:
(i) SIP calling — make calls from inside Outlook or the PC Client application
(ii) Advanced call logging — keep track of incoming, outgoing, and missed calls in Outlook
folders if Multimedia Office Client is employed
(iii) Personal address book — use Outlook contacts as your Multimedia Office Client
directory
(iv) Presence* — see who is online and let others know that you are online
(v) File transfer *— send files to and receive files from contacts with a SIP address
(vi) Call handling — decline, redirect, or ignore incoming calls
(vii) Instant messaging *— send and receive text messages
*NOTE: These features are currently limited to users within your own Province with the
exception of PEI and NS. These features will work between NS and PEI users
(c) In addition to the base features above available through the Nortel application, The
Personal Communication Manager provides access to the Personal Agent. This is a powerful
tool that allows you to more effectively manage your services and communication
preferences on your system. The Personal Agent is a communications concierge, ensuring
that your calls are delivered wherever and whenever you would like. Non billable and
billable features managed through the Personal Agent include:
(i) Bell Aliant Call Director with Simultaneous and Sequential Ring
(ii) Complex Routing ability based on time of day and caller
(iii) Access to Network Call Logs
(iv) 10 Port Meet Me Conferencing configuration and details
(d) Bell Aliant will supply:
(i) Installation
(ii) Electronic version of the Quick Reference Guide
(iii) Portal at www.bellaliant.net/TotalOffice which will provide a Searchable Help
Catalogue, an Interactive Feature Guide, a Knowledge Base for Trouble Shooting and
Frequently asked Questions
(e) Service Demarcation Point: The demarcation point for the Services shall be the Managed
Firewall that is installed and managed by Bell Aliant.
(f) Optional Upgrades: The user may subscribe to other features available through the
Personal Agent. These include:
(i) Access to Network Call Logs.
(ii) 10 Port Meet Me Conferencing bridge with a 310 telephone number allowing toll free
calls within the province.
7. OTHER TERMS AND CONDITIONS
(a) Application and Network Call Logs are not warranted and will not be reconcilable with
billing records.
(b) Customer will be notified and provided with software updates on an intermittent basis. The
Customer must remain within two software versions of Bell Aliant’s production version of
the Multimedia Office Client Software.
(c) Bell Aliant’s Multimedia Office Client is designed to be used with the users telephone line to
carry voice traffic when operating within the customer’s work location or Local Area
Network. Bell Aliant does not warrant nor has it configured the customer’s IP network to
carry the voice traffic using the Multimedia Office Client and employing the Multimedia
Office Client to transmit and receive voice calls is the sole responsibility of the customer.
(d) Each user of the Multimedia Office Client must accept the Nortel Terms and Conditions
associated with use of Multimedia Office Client application. These terms within the End User
Licensing Agreement will be accepted by Bell Aliant’s technician at the time of installation.
See Attachment H.
(e) Customer acknowledges when Customer is using the Multimedia Office Client as a telephone
line away from the users work location, a 911 call is not a location based service and the
user must supply the agent with the address of where the emergency is taking place.
Customer is required to review Appendix I and Attachment I1 to Appendix I, and execute a
copy of Appendix I and return to Bell Aliant.
(f) Meet me Conferencing is a shared conference bridge facility that is not operator assisted.
Bell Aliant will configure and support the use of 310 numbers with the conference bridge;
however, it is the sole responsibility of the user to secure the 310 and specific user bridge
information to avoid unauthorized use.
(g) The Multimedia Office Client through “Agent” can be configured to block calling details. If
the Multimedia Office Client is being employed for unsolicited live voice or facsimile calls to
solicit must display the originating calling number or an alternative number at which the call
originator can be reached, except where call display is unavailable for technical reason:
the setting in Agent must be set to allow the originating number to be displayed.
(h) Bell Aliant shall supply Customer with Resources to assist with the use of the Service. The
Resources were developed under a co-labeling license between Bell Aliant and Nortel
Networks, and all Resources are copyrighted, with all rights reserved, by Nortel Networks.
Customer acknowledges, as a condition to accessing the Resources, that no Resource may
be copied, modified or distributed in any manner, in whole or in part, without express
written authorization of Bell Aliant and Nortel Networks. The Customer further
acknowledges, as a condition of accessing and using the Resources, that the information
and/or products described in each Resource are subject to change without notice, and
that while the information in each Resource is believed to be generally accurate and
reliable, except as otherwise expressly agreed to in writing, each Resource IS PROVIDED "AS
IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED.
CUSTOMER AGREES THAT NEITHER BELL ALIANT NOR NORTEL NETWORKS, OR THEIR
LICENSORS OR SUPPLIERS, SHALL BE LIABLE FOR ANY ERRORS, OMISSIONS, OR
INACCURACIES OR YOUR USE OF THE RESOURCES OR THE SERVICES OR NORTEL
NETWORKS MCS SOLUTION, ASSOCIATED LICENSED SOFTWARE, OR OTHERWISE.
Nor tel End User L ic ensing A gr eem ent
SOFTWARE LICENSE
NORTEL LIMITED, ON BEHALF OF ITSELF AND ITS SUBSIDIARIES AND AFFILIATES
("NORTEL")
THIS L EGA L DO CUMENT IS A L ICENSE A GREEMENT ("L ic ense") BETWEEN YO U, THE END-
USER ("CUSTO MER") A ND NO RTEL . PL EA SE REA D THIS L ICENSE CA REFUL L Y BEFO RE
INSTA L L ING A ND USING THE SO FTWA RE . BY CL ICKING O N THE "YES" BUTTO N, YO U A RE
A CCEPTING A ND A GREE ING TO BE BO UND BY THE TERMS O F THIS L ICENSE . IF YO U DO
NO T A GREE TO THE TERMS O F THIS L ICENSE , CL ICK O N THE "NO " BUTTO N TO END THE
INSTA L L A TIO N PRO CESS A ND SIGNIFY YO UR REJECTIO N O F THIS L ICENSE A ND THE
RIGHTS GRA NTED HERE IN, INCL UDING THE RIGHT TO USE THE SO FTWA RE . RETURN THE
UNUSED SO FTWA RE A ND THE A SSO CIA TED DO CUMENTA TIO N TO NO RTEL O R NO RTEL
A UTHO RIZED DISTRIBUTO R, A S THE CA SE MA Y BE , WITHIN FIVE (5) DA YS O F YO UR
A CQ UISITIO N O F THE SO FTWA RE FO R A REFUND.
Subject to the terms hereinafter set forth, NORTEL grants to CUSTOMER a personal, non-exclusive
license (1) to use the NORTEL MULTIMEDIA OFFICE CLIENT (the "licensed software"), proprietary to
NORTEL or its suppliers and (2) to use the associated documentation. CUSTOMER is granted no title
or ownership rights, in or to the licensed software, in whole or in part, and CUSTOMER
acknowledges that title to and all copyrights, patents, trade secrets and/or any other intellectual
property rights to and in all such licensed software and associated documentation are and shall
remain the property of NORTEL and/or NORTEL’s suppliers.
NORTEL considers the licensed software to contain "trade secrets" of NORTEL and/or its suppliers.
Such "trade secrets" include, without limitation thereto, the specific design, structure and logic of
individual licensed software programs, their interactions with other portions of licensed software,
both internal and external, and the programming techniques employed therein. In order to maintain
the "trade secret" status of the information contained within the licensed software, the licensed
software is being delivered to CUSTOMER in object code form only.
NORTEL or any of its suppliers holding any intellectual property rights in any licensed software,
and/or any third party owning any intellectual property rights in software from which the licensed
software was derived, are intended third party beneficiaries of this License. All grants of rights to
use intellectual property intended to be accomplished by this License are explicitly stated. No other
grants of such rights shall be inferred or shall arise by implication.
CUSTOMER warrants to NORTEL that CUSTOMER is not purchasing the rights granted by this License
in anticipation of reselling those rights.
CUSTOMER shall:
• Hold the licensed software in confidence for the benefit of NORTEL and/or NORTEL’s
suppliers using no less a degree of care than it uses to protect its own most confidential
and valuable information; and
• Keep a current record of the location of any copy of licensed software made by it; and
• Install and use such copy of licensed software only on a single CPU at a time (for this
purpose, single CPU shall include systems with redundant processing units); and
• Affix to such copy of licensed software made by it, in the same form and location, a
reproduction of the copyright notices, trademarks, and all other proprietary legends
and/or logos of NORTEL and/or NORTEL’s suppliers, appearing on the original copy of
such licensed software delivered to CUSTOMER; and retain the same without alteration on
all original copies; and
• Return the licensed software and any copy to NORTEL at such time as CUSTOMER
chooses to permanently cease using it.
CUSTOMER shall not:
• Use the licensed software (i) for any purpose other than CUSTOMER's own internal
business purposes and (ii) other than as provided by this License; or
• Make any copies of licensed software except one (1) copy for archival purposes only; or
• Make any modifications, enhancements, adaptations, or translations to or of licensed
software, except as may result from those CUSTOMER interactions with the licensed
software associated with normal use and explained in the associated documentation; or
• Attempt to reverse engineer, disassemble, reverse translate, decompile, or in any other
manner decode licensed software, in order to derive the source code form or for any
other reason; or
• Make full or partial copies of any documentation or other similar printed or machine-
readable matter provided with licensed software; or
• Export or re-export, ship or otherwise transfer, the licensed software and/or associated
documentation into any country or use them in any manner prohibited by the United
States Export Administration Act, or any other laws, restrictions or regulations.
Neither this License nor any rights acquired by CUSTOMER through this License are assignable.
Any attempted assignment of rights and/or transfer of licensed software not specifically allowed
shall be void and conclusively presumed a material breach of this License.
Nortel may terminate this License automatically and without notice to CUSTOMER, and require
CUSTOMER to return or destroy the licensed software and any copy thereof, if CUSTOMER is in
breach of any term hereof. CUSTOMER acknowledges that any such termination shall be without
prejudice to any other rights and remedies that NORTEL may have at law or in equity.
This License shall automatically terminate upon the grant by NORTEL to CUSTOMER of a license of
an upgraded version of the licensed software and CUSTOMER shall as directed by NORTEL return
or destroy the licensed software and any copy thereof.
THE LICENSED SOFTWARE IS PROVIDED BY NORTEL "AS IS" AND WITHOUT
WARRANTY OF ANY KIND OR NATURE, WRITTEN OR ORAL, EXPRESS OR IMPLIED,
INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND OF FITNESS FOR A PARTICULAR PURPOSE.
THIS L IMITA TIO N O F WA RRA NTIES WA S A MA TERIA L FA CTO R IN THE ESTA BL ISHMENT O F
THE L ICENSE FEE CHA RGED FO R THE L ICENSED SO FTWA RE . THIS L IMITA TIO N SHA L L
SURVIVE TERMINA TIO N O R EXPIRY O F THIS L ICENSE .
IN NO EVENT WIL L NO RTEL A ND/ O R NO RTEL ’ S SUPPL IERS A ND THE IR DIRECTO RS,
O FFICERS, EMPL O YEES O R A GENTS BE L IA BL E TO O R THRO UGH CUSTO MER FO R
INCIDENTA L , INDIRECT, SPECIA L , CO NSEQ UENTIA L , PUNITIVE , O R EXEMPL A RY DA MA GES
O F A NY KIND, INCL UDING L O ST PRO FITS, L O SS O F BUSINESS O R BUSINESS
INFO RMA TIO N, BUSINESS INTERRUPTIO N, O R O THER ECO NO MIC DA MA GE , A ND FURTHER
INCL UDING INJURY TO PRO PERTY, A S A RESUL T O F USE O R INA BIL ITY TO USE THE
L ICENSED SO FTWA RE O R BREA CH O F A NY WA RRA NTY O R O THER TERM O F THIS L ICENSE ,
REGA RDL ESS O F WHETHER NO RTEL A ND/ O R NO RTEL ’ S SUPPL IERS WERE A DVISED, HA D
O THER REA SO N TO KNO W, O R IN FA CT KNEW O F THE PO SSIBIL ITY THEREO F. THIS
PRO VISIO N SHA L L SURVIVE TERMINA TIO N O R EXPIRY O F THIS L ICENSE .
The rights and obligations arising under this License shall be construed in accordance with the laws
of the State of New York. This License shall not be governed by the United Nations Convention on
Contracts for the International Sale of Goods. If for any reason a court of competent jurisdiction
finds any provision of this License or portion thereof to be unenforceable, that provision of the
License shall be enforced to the maximum extent permissible so as to effect the intent of the parties
and the remainder of this License shall continue in full force and effect.
This License constitutes the entire agreement between the parties with respect to the use of the
licensed software and the associated documentation, and supersedes all prior or
contemporaneous understandings or agreements, written or oral, regarding such subject matter.
No amendment to or modification of this License will be binding unless in writing and signed by a
duly authorized representative of Nortel.