Windstream Enterprise announces new customer guarantees

customer service
Windstream Enterprise's new commitments are part of an effort to serve enterprise customers on their own terms. (Windstream)(Getty Images)

Windstream Enterprise announced a new series of customer commitments and guarantees, including a 100% uptime guarantee for its OfficeSuite and SD-WAN services, as the firm continues to recast its image following its parent company’s lengthy bankruptcy saga.

Under the “WE will Commitment” banner, the managed service provider’s 100% uptime promise comes with a guarantee that customer accounts will be credited, no questions asked, if uptime ever falls below 100%, according to a company statement. Other new guarantees on Windstream’s WE will Commitment list include a pledge to lock in rates for customers who upgrade to Windstream’s unified communications (OfficeSuite) and SD-WAN services for the lifetime of their service agreements. 

Also, the commitments include a promise of no-cost upgrades to the latest technology as it becomes available, an offer of up to five months free services and the freedom to walk away from a service agreement after the first year if customers are not completely satisfied.

Windstream Enterprise CMO MIke Flannery told FierceTelecom that the company developed the WE will Commitment offers after collecting and curating thousands of interviews and survey comments from customers, partners, industry analysts and its own employees.

“Our goal is to become frictionless," Flannery said. “There is a sea of sameness out there in the marketplace so to make a difference we want to go and work with customers on their own terms. This is about stability, flexibility, reliability and accountability.”

RELATED: Windstream Enterprise boosts SD-WAN insights on its customer portal

Windstream emerged from Chapter 11 bankruptcy last year, and Flannery said the company made a major pledge “to innovate at a more relentless pace.” This week’s announcement comes after Windstream Enterprise has made several enhancements to its WE Connect customer portal, and recently achieved MEF 3.0 services certification for its SD-WAN offering