Fusion Connect Service Guarantee

The most extensive service guarantees in the industry.

Matching our best-in-class technology stack.

Our guarantees are designed to provide peace of mind and ensure a world-class customer experience. We offer the industry’s most comprehensive service guarantees for the underlying telephony and network infrastructure that powers our Hosted Voice, SIP Trunks, POTS Replacement, Microsoft Teams Calling, UCaaS for Cisco Webex, SD-WAN, and Advanced Edge Security—collectively referred to as Managed Communications & Secure Networking.

Customer Satisfaction Guarantee
Customers will be satisfied with the quality of our Managed Communications & Secure Networking services, and any issues will be resolved to their satisfaction, or the customer may cancel the service(s) without penalty.
Installation Guarantee
Fusion Connect will meet the agreed-upon installation date(s) for Managed Communications or Managed Secure Networking services. If the targets are not met, the customer is credited with one month’s MRC for the service. (Applies to the US, Canada, the UK, and Australia only.)
Future-Proof Technology Guarantee
Ongoing upgrades to the next generation of Managed Communications & Managed Secure Networking technology will be implemented at no additional cost.
100% Uptime Guarantee
We guarantee 100% uptime for the underlying infrastructure supporting Managed Communications and Secure Networking services. If services are not up and running 100% of the time, Fusion Connect will issue a credit.

For SD-WAN and Advanced Edge Security, the 100% uptime guarantee applies only when deployed in a High Availability (HA) configuration, which includes Fusion-provided HA CPE, dual circuits, and professional installation.
Rate Lock Guarantee
Rates for Managed Communications & Secure Networking services will not change for the life of the customer’s contract. (Applies to the US, Canada, the UK, and Australia only.)

Note: These guarantees apply to Fusion Connect’s infrastructure only. SLAs for platforms like Microsoft Teams & Cisco Webex are managed independently by their respective providers.