Description of the following Service components - Bell Aliant · from Bell Aliant’s receipt of...

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):



Display, Call Forwarding, Call Waiting, Auto Call Back/Ring Again, Speed Call;

(2) Single line set ;







(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):



Display, Call Forwarding, Call Waiting, Auto Call Back/Ring Again, Speed Call;

(2) Single line set;







(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


Moncton New Brunswick

Sackville New Brunswick


1. CRTC 12001 Item 70.1 – 70.2– Business Communications Service


(c) Newfoundland Forborne Exchanges and Tariffs


St. John’s Newfoundland &

Labrador


1. CRTC 13001 Item 190 – Provincial Centrex Service


(d) Prince Edward Island Forborne Exchanges and Tariffs


Summerside Prince Edward Island

Montague Prince Edward Island


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


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


Moncton New Brunswick

Sackville New Brunswick

(c) Newfoundland Forborne Exchanges


St. John’s Newfoundland &

Labrador

(d) Prince Edward Island Forborne Exchanges


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




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

[email protected].

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.

TR37284

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TR37284

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• 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.

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