Pursuant to the terms of the SLA, Pathway will offer you service credits if there is a failure of the service. For full details and conditions please take a look at our SLA.

We have created pages that outline frequently used procedures and other useful information that will help you get started with Cloudpath. This information is available at docs.pathcom.com. Additional information can be accessed through the VMware Documentation Center.

Cloud Technical Support will be available 24 hours a day, seven days a week every day of the year, via telephone (local to Toronto 416 and 905 area codes) and email.

Pathway Support staff will follow an ITIL®-defined system for service response and resolution, which will include:

Contact response targets:
Phone average time to answer: 60 seconds
Email average time to answer: 1 hour
Trouble ticket creation and assignment:
100% of all calls and emails answered
100% call-backs, within two (2) days, to you, for every ticket created and closed
Repair, reconstruction or resolution action commences as follows:
Emergencies – action commences within thirty (30) minutes. Emergencies include: Server down and major Routing issues.
Non emergencies – action commences within 120 minutes. All other cases included in non-emergencies Pathway may reclassify any case or Ticket misclassified as an emergency and such case will not qualify for emergency treatment. Note that Pathway does not guarantee resolution or repair times, and this SLA does not provide a guarantee related to time taken to repair, resolve or reconstruct Services.
24/7/365 Pathway Network Monitoring and Pathway Systems Management
Pathway Network Monitoring: 24 hours a day, every day of the year from Pathway’s network operations centers (“NOCs”)
Pathway Systems Management: 24 hours a day, every day of the year from Pathway’s network operations centers (“NOCs”)
Accounting and Billing Queries
Phone and email response: Mondays through Fridays 9 am to 5 pm EST
For Data backup, server monitoring, operating system management services, or other custom work please see our Managed Services offerings, or contact us directly.
Data center physical security

Pathway will ensure the presence of on-site security guards in the Pathway Data Center at all times, 24/7/365. These staff will follow Pathway’s security policies and procedures, which include, amongst other things, that visitors wear badges and are authorized to visit the premises.

* ITIL is a registered trademark of AXELOS Limited.

To make changes to your CloudPath account such as service upgrades, or to add an additional VM, contact your account manager. Your account manager will discuss options with you, adjust your plan accordingly, and get you set up. You may also contact us directly.

No, your data will not be subject to the U.S. Patriot Act as all data is housed in Canadian data centers.

The U.S. PATRIOT Act is an anti-terrorism legislation that was enacted after the Sept. 11, 2001 attacks on the World Trade Center. The act gives American authorities powers without transparency which include the ability to retrieve data stored on U.S. soil and search it without the need to inform the owner of the data.

We use only certified infrastructure and Canadian data centers. We also utilize hardware firewalls and feature separate public and private network interfaces. Security threat management and unified reporting also add a level of security.

Your information is backed up nightly with off-site backup management. We ensure redundancy through snapshot-based server images which can be scheduled or on-demand. See Managed Services to read about our various retention periods and backup capacities/sizes.

• Gear designed to allow for expansion, reliability, security, management ease
• Cloud.com
• Latest Dell servers
• Compellent SAN
• Cisco switches and firewalls
• FortiGate firewalls
• Other commercial management and monitoring tools

EasyMail is free and is included with almost every Pathway internet service.

• Pathway Secure Cloud Product Features

  • • • Hypervisors: Citrix Xen,VMware, KVM
      • Servers on-demand
        • Linux: multiple versions
        • Windows 2003/2008/2008 R2/2012
      • Reserved SAN storage with no oversubscription
      • Reserved RAM: no oversubscription
      • Multiple public IP addresses
      • Available forward and reverse DNS service
      • Domain Name Services; domain registration
      • Internet bandwidth included free
      • Unlimited bandwidth within the data center network (local traffic)
      • Management interface, real-time reports
      • Rapid provisioning and upward scaling on demand
      • Proactive maintenance, updates and patches on all systems
      • Continuous environment monitoring
      • World-class equipment
      • Open Source APIs
      • Automated billing and self-serve account review
      • Dedicated Account Manager

  Equipment deployed and available

  • • • High capacity Dell servers with multi-core processors
      • Compellent SAN
      • Cisco network switches and routers
      • Cloud software and management interface
      • Tier III Pathway Data Center in Toronto with a second site in Montreal (optional)
      • System monitoring, management and support systems (LiveTime, others)

  Reporting and management

  • • • Web-based automated self-service reporting and management console
        • Resource utilization dashboard and reports
        • Management: rapid install, rebuild, reboot, restart, control

  Security

  • • • Based on NIST guide to security for virtualization technologies
      • ICSA certified firewalls, IDS/IPS systems, threat management and unified reporting
      • Private VLANs for secure, encrypted access
      • Virtual server segregation using VLAN
      • Data never leaves Canadian borders and is not subject to the U.S. PATRIOT Act.
      • Access to all server and application logs, on request, for audit compliance

  Redundancy

  • • • Snapshot based server images (scheduled and on-demand)
      • Nightly backups with off-site tape backup
      • Multi-homed upstream connectivity from Tier one providers; full BGP
      • Fully redundant Tier III Data Center: power, cooling, fire-suppression
      • Data back-up to customer location is optional

  Support

  • • • 24 x 7 systems management and monitoring
      • 24 x 7 support via phone, email, chat
      • On-site remote hands and feet

  Service Level Agreement (SLA) assurance

  • • • Availability: network, data center, HVAC and power: 99.999% (scheduled maintenance excluded)
      • Scheduled maintenance windows with advance notice

  Optional services

  These features are available at preferred prices for Pathway Secure Cloud Service clients:

  • • • Additional hypervisors
      • High availability via load balancers and shared IP addresses
      • Data migration
      • Clone backup
      • Secure, managed connectivity to data center, inter-office, home (MPLS available)
      • Application support and programming
      • Creation, deployment and management of in-house private cloud
      • VoIP services and IP based telephony systems
      • Other managed data and colocation services
      • Virtual desktop services

You can create filters (rules) by selecting the Filters menu (under the Mail tab) and clicking New Rule. From the Select a field drop down list, select Subject and type in the keywords (e.g. Spam) that will trigger the email to be delivered to a specified mailbox. In the Deliver into my inbox drop down list, select the mailbox that you wish the email to be delivered to.

This is a temporary issue and is intended for the convenience of several customers who use local email filters based on tagged email subject lines to sort out unwanted email. We will be moving to a transparent tagging system very shortly, which will eliminate this problem. To deal with this temporarily, we recommend that you create a local email filter to put all tagged emails in a separate mailbox.

Pathway uses smart, state-of-the-art technology to filter out unwanted emails. However, no system can completely eliminate spam. To help improve the accuracy of our spam control system, please report spam emails which make it through our filters. You can report spam in the following ways:

• From your inbox, right-click the email you would like to report, and click Blacklist.
• You can also manually add specific email addresses to your blacklist so emails from these addresses will be blocked and prevented from being delivered to your Inbox.

Email Forwarding allows you to redirect emails from your Pathway account to other email addresses.

Yes, all of your old emails will be transferred to your new EasyMail inbox.

No, your existing email account will remain unchanged.

No, you can access EasyMail simply by logging in at our website at www.pathcom.com

New features include:

• Multiple mail folders including Sent Mail, Drafts, Spam and Trash
• Mail Filtering rules to automatically store incoming emails.
• Spam management tools integrated in EasyMail. You can now manage your spam options directly in EasyMail without having to log into User Services.
• Whitelists and Blacklists for improved spam management.
• Customizable Vacation Email messages to use when you are away.
• Ability to move messages between folders and sort them.
• An Address Book to maintain your contact lists.
• Calendar management to schedule important events.
• Notes to keep track of ideas, reminders or questions.
• A Search function

The new EasyMail offers the added benefits of allowing you to access your email, manage spam control settings, create custom filtering rules, schedule events and maintain your contacts using only a web browser.

To clear cache for Internet Explorer: Click here.

To clear cache for Google Chrome: Click here.

To clear cache for Mozilla Firefox: Click here.

Note: You may also access the menus to clear cache from all browsers by holding Ctrl + Shift + Delete.

• Step 1: Click here to download the latest Mozilla Firefox.
• Step2:
• Step 3:
• Step 4: Open the file you just downloaded and follow the instructions to install the latest Mozilla Firefox on your machine.Step 5: Please restart your computer and follow with the EasyMail login instructions.

If you are a Pathway high speed customer, rest assured that your incoming email is already being scanned for viruses. This service is available free of charge to:

• Broadband, Fibre, T1, ISDN, Dual Analog and Wireless business Internet clients
• Residential FastPath Secure, FastPath HomeNet and LightPath high speed subscribers
• If you are not a Pathway corporate or residential high speed customer, we recommend you sign up for our inbound email virus scanning service for only $9.99 a year (plus GST) per email account – that’s less than 85 cents a month.

• Click the round radio button beside the email address you’d like to delete.
• Click “Delete“.

• Click the round radio button beside the email address you’d like to change
• Click on the alias you’d like to change (ie: johnsmith).
• Erase the alias and type in the new alias.
• Click the “Change” button.
• You have successfully changed the email address (note the username and the password remain unchanged).

Log in to User Services with your User Name and Password as shown in ‘How do I check my online usage and usage details?’

Once you have logged in, select the radio button “Manage your email account”. Click “Submit“. (Only applicable to Dial-up customers.)

Once you have logged in, click on ‘Mailbox Setup‘.

• Enter the alias (the part of the email address before the @ symbol) that you require to be set up. e.g. johnsmith
• Enter a password for that mailbox (it must be between 5 and 8 characters).
• Retype the password in the “Confirm Password” field.
• Click on “Change” button.
• The additional mailbox has been created.
• The user name for the new mailbox will be listed to the left of the alias (it usually starts with the letter “u” or “m”).
• The password for the new mailbox is the password that you entered
• The email address of the new mailbox is listed in the alias column (ie: johnsmith@domain.com)
• You are ready to add another mailbox if required (follow the same steps)

Click Logout when you have finished creating your mailboxes.

Please Note: The maximum number of mailboxes you can add is determined by the number of mailboxes included with the service you have subscribed to. When the maximum number of mailboxes has been setup for your account, the option to add “New Mailbox” will disappear. If you need to add a number of mailboxes greater than the number included in the service you subscribed to, please contact our Accounting Department.

Log in to User Services with your User Name and Password as shown above in ‘How do I log in to the secure User Services portal?’.

Once you have logged in, click on ‘Change Password‘.

In order to keep our cost low and pass the savings to you, we send invoices to the email address you provided on your signup form.

All VoiceCool fees are payable annually or monthly, and are automatically charged to your credit card. Your first charge will occur on your first service activation date. Your invoices will be emailed to you and will display the monthly/annual fee and any additional long distance charges you incurred during the previous month.Monthly subscribers will receive the invoice on the same day of each month. Annual subscribers will be billed the full amount on the first invoice.

You can add as many phone lines as you wish, but each line will be charged separately. If you require more than two lines, additional adapters will be required as each adapter only supports two lines.

The fax feature will be available at a later time.

The voicemail will be in a wav. format which can be opened in any media player (e.g. Windows Media Player, QuickTime). When you receive your voicemail in your email, save the wav. file on your computer and open it with a media player to listen to your voicemail.

By default, your voicemail is sent to the email you provided when you signed up. If you would like to change the email address or disable this feature, please contact us and we will disable this feature for you. If you would like to enable this feature in the future, simply let us know and we will enable this option for you again

You may access your voicemail using any phone or via your email. Your VoiceCool Quick Start Guide will outline the steps to access and use the Voicemail menu on your phone and check your voicemails by email.

You may download the Quick Start Guide, here. Your VoiceCool kit will also include a Quick Start Guide. Your VoiceCool kit will also include a Quick Start Guide.

Click here to contact us or call us at 416-214-6363.

• You can access the Self Care portal by visiting https://selfcare.voicecool.com. The Self Care portal allows you to view your call history, modify your account settings, and manage your VoiceCool features such as VoiceMail, call forwarding and more.

VoiceCool offers 9-1-1 service. Because of the unique nature of VoIP telephony calls, you must keep your temporary or permanent address updated so that emergency personnel can be routed to your actual location.

• To make a permanent change to your address or contact information, please contact us at 416-214-6363.
• To make a temporary change to your address or contact information:

1. Go to https://addressinfo.northern911.com.
2. Click Don’t know your passcode?
3. In the Phone Number field, type your VoIP phone number.
4. Answer your phone and write down the provided code.
5. Go to https://addressinfo.northern911.com.
6. In the Phone Number field, type your VoIP phone number.
7. In the Passcode field, type the passcode from step 4.
8. You will see the existing information.
9. Click Schedule Temporary Address Change.
10. In the provided fields, select the time frame and type the new address.
11. Click Schedule Change.
12. Verify the information that you provided for the Temporary Change of Address.

The quality of VoIP calls has improved significantly. Many upgrades and innovations in this field has now given VoiceCool great sound qualities that is as clear as the traditional analog phone line. Please note, poor bandwidth and Internet connections are responsible for poor sound quality

Depending on the Internet devices you have in your home, your VoIP setup will vary. Please refer to your Quick Start Guide for the different scenarios.

The Quick Start Guide contains information to set up your home network. It shows the setup for your PC, router, modem, VoIP adapter and phone. Please note the Quick Start Guide contains the guidelines to set up your VoIP service. Your setup may vary depending on the type of devices you have.

Click here for a complete list of our long distance rates.

If you choose to keep your existing phone number, your number will need to be transferred to our network. The transfer process may take 2-6 weeks. Your VoiceCool VoIP adapter will be sent to you before your number is transferred so you may set up your new VoiceCool line as soon as your number is ready.

The gateways are devices that convert the analog voice signals into IP packets, so that they can be transported digitally over the Internet connection.

A “dry loop” (sometimes referred as a “Naked DSL”) is a copper phone line, without any phone service activated on it. The sole purpose of such a line is to provide high-speed Internet access. There is no dial tone on the line and no calls can be made to or from it.

A dry loop allows users to dispense with their regular phone service and use their high-speed Internet service to obtain a VoIP phone line. Users who order a dry loop may incur a small additional charge from their ISP because the ISP, in turn, is charged a fee by the local telephone company for the lease of the dry loop as per the rules and regulations of the Canadian Radio Television Commission (CRTC).

www.LNNTE-DNCL.gc.ca (Telemarketers may register on and obtain subscriptions to the National DNCL from this website).

Voicecool does not provide Internet access services. However, if you don’t have broadband Internet access you can subscribe to affordable and innovative DSL packages offered by our partner Internet Service Providers – Pathway Communications. You may call 416-214-6363 or see their plans.

With VoiceCool you receive savings on your phone bill and international rates that are among the best in the city. Included with each VoiceCool plan is a host of useful features that other VoIP providers may charge extra for. In addition, when you subscribe to VoiceCool, you can be assured that you receive exceptional quality and excellent customer service. Our world-class infrastructure and trusted suppliers provide a service that is unmatched by others.