The AT&T Guarantee Terms and Conditions

These terms cover the AT&T Guarantee program for eligible consumer and small business customers and the related offers or benefits you may receive as part of that program (“Benefits”).

WHAT IS IT? AT&T Guarantee is a program that AT&T has designed to provide eligible customers with a level of care and concern that reflects our core company values (https://about.att.com/pages/values).  This program is not a warranty of service, nor does it replace any of the rights a customer may have under our Consumer Services Agreement (“CSA”) (https://www.att.com/consumerserviceagreement) or, for qualified small business customers, the applicable service agreement. Instead, it is a promise about what AT&T will do for customers whose experience falls short of our standards.

HOW DOES IT WORK? We strive to serve our customers in a way that affirms the trust they place in their AT&T services and that underscores the importance of the customer experience. We regularly monitor how we are performing and may take reactive or proactive measures in different scenarios to help improve the overall customer experience and service.  Some metrics may be communicated to the public, while others may be maintained strictly on an internal basis. If we identify an area where we could improve the experience for an eligible customer, we may in some instances present the impacted customer with one or more Benefits to help reflect our commitment under the AT&T Guarantee.

The metrics we monitor will vary depending on the services you purchase from us and the interactions you have with us.  The type, nature and number of the Benefits you may be offered will vary depending on a variety of factors.  These can include the nature and extent of the specific services you purchase from us, the nature and extent of the interactions you have with us and the particular metric we missed.

WHAT ARE THE RULES OF THE PROGRAM? The AT&T Guarantee program, including any Benefits, is subject to the terms at att.com/guarantee, the CSA or applicable business service agreement, including AT&T’s Acceptable Use Policy (AUP), as well as these AT&T Guarantee specific terms and any applicable Benefit terms or disclosure, which may be communicated to you with the Benefit (collectively, the “Terms”). Failure to comply with any part of the Terms may invalidate eligibility for any Benefit. The AT&T Guarantee program is not a warranty of service or performance. Nothing in the AT&T Guarantee program replaces the Terms for any of the impacted services or changes or limits any of the disclaimers or limitations in the CSA or applicable business service agreement. The terms and Benefits of the AT&T Guarantee program are subject to change at any time, with or without notice, in AT&T’s sole discretion. AT&T also reserves the right to cancel the program at any time.

HOW DO THE SPECIAL OFFERS WORK?  ARE THEY INTENDED AS COMPENSATION? While certain Benefits may have a monetary component, the primary purpose is to serve as acknowledgement that we have come up short of our own expectations in terms of the customer experience we are seeking to deliver.   Benefits may or may not be calculated to directly compensate for a particular issue you experienced.  The value of any Benefit may also vary depending on factors unique to you, like the services you purchase from us or how you choose to take advantage of the Benefit.

Benefits may be time-limited, may expire and/or your eligibility may expire if you do not follow the required steps to claim and/or activate the Benefit.  Read the Benefit terms and disclaimers closely and follow any instructions to claim and/or activate the Benefit.

The Benefits extended to you are the exclusive remedy available to you under the AT&T Guarantee program.  If any outage benefit required by law exceeds the Benefit you may be entitled to under the AT&T Guarantee program, AT&T will provide the benefit required by law only.  You may choose to allow your selected Benefit to expire without following the necessary steps to activate the Benefit. Additional or replacement Benefits are not available.