The Spanlink Guarantee

Since 1988 Spanlink has been committed to providing top-notch contact center solutions and first-rate customer service. Spanlink is pleased to share that it is taking that commitment to the next level with the Spanlink Guarantee. It’s our promise to you that we stand behind our work, down to the impact it has on your businesses. The Spanlink Guarantee is comprised of two major components:

Business Results

For prospects and customers that participate in the in-depth consultative business case assessment that Spanlink conducts called “Executive Engage,” Spanlink guarantees that you will achieve the cost savings, revenue increases, customer retention improvements or other business improvements identified during that process. Should you perform actions required by the assessment and the initial goals still are not met, Spanlink will work with you to help make the enhancements needed to the Cisco Contact Center and Collaboration Solutions to reach the goals.

Technology

If we say we’ll deliver certain features and functionality at a specified price as part of the outlined solution, we will, and will continue to work until it’s delivered. Further, upon customer-approved completion of our work, we’ll be “on call” for two weeks to make sure the solution works as promised in the contract. During this two-week period, our time and resources necessary to make the solution work as promised won’t cost our customers a penny.

What does all of this mean for our Cisco Contact Center & Collaboration customers?

You will achieve more predictable project costs and outcomes and, most importantly, you will have the peace of mind that comes with a trusted, results-driven integration partner. These promises are bold - and that’s the point. We’re confident that Spanlink is the best integrator when it comes to impactful solutions AND customer satisfaction. Seeing customers achieve their objectives is our priority - we stake our reputation on it. For more details, read the fine print or contact your Spanlink representative today.

The Fine Print

There are two components of the Spanlink Guarantee - the business results component, and the technology component.

The business results component of the Spanlink Guarantee is only applicable if the Executive Engage assessment is completed, and all technology as a part of that assessment is implemented per Spanlink specifications. An Executive Engage assessment is not appropriate for every project. Spanlink reserves the right to decide when to complete this assessment. When an Executive Engage assessment is not completed, the business results component of the guarantee is not applicable. If you choose to remove any piece of the proposed solution identified in the Executive Engage assessment the business results piece of the Guarantee is null and void for that project.

Within each Executive Engage assessment, a timeframe is identified in which you should achieve outlined ROI. You are responsible for contacting Spanlink following the identified timeframe in order for Spanlink to return and conduct an ROI assessment. Contact must be made within ten (10) days of the end of this timeframe.

Through the Executive Engage assessment, there may be tasks identified for you to complete in order to achieve the outlined ROI. If Spanlink is asked to return and conduct an ROI assessment, Spanlink requires you to show proof that you have completed your identified tasks through supporting paperwork, receipts, and/or installed/configured hardware and software. If the ROI identified as part of the Executive Engage assessment is not achieved and you and Spanlink completed all identified tasks, Spanlink will invest time and professional services, as necessary, for you to achieve the promised results. Spanlink is not responsible for purchasing additional hardware or software for you in order to accomplish the Executive Engage assessment ROI.

The technology component of the Spanlink Guarantee covers all new projects and ensures price, features and functionality. The technology features and functionality will be delivered at the price agreed upon in the statement of work. The price of the project will not change unless you request additional functionality where a change of scope is needed. Spanlink will be "on call" for two weeks after customer-approved completion of a project to ensure the solution works as promised. Spanlink's time/employee resources are covered under this two-week period. This free, on-call period does not apply if you make changes not approved by Spanlink to the installed/configured hardware and software. Should an issue arise with the installed solution in which additional hardware or software is needed, you will be responsible for purchasing such items.

Additional restrictions may apply. Spanlink is the final authority on interpretation of these rules. Spanlink reserves the right to deny any claims that cannot be reasonably verified, or for which incomplete information has been provided. Spanlink reserves the right to terminate this offer at any time without notice. In the event of any conflict between your executed agreement and this Guarantee, your executed agreement will prevail.