Zuma Internet Service Commitments
Effective Date: September 3, 2026 Market: Willmar, Minnesota Last Updated: September 3, 2026
This page is our public commitment on how our network performs and how fast you can reach us. We publish it because the City of Willmar requires every provider on the Willmar Connect network to publish one, and because you should be able to hold us to something specific.
Everything below is a floor, not a target. If we fall short, tell us.
Network Performance
| What | Our commitment |
|---|---|
| Network availability | 99.5% or better, measured monthly |
| Speed you actually get | At least 75% of your plan’s advertised speed, at all times |
| Data caps | None. No caps, no overage charges, no throttling |
| Speed reduction for heavy use | Never. We do not slow anyone down for using their connection |
| Application throttling | None. We do not slow specific apps, services, or protocols |
What 99.5% means in practice. About 3.6 hours of downtime in a typical month. That figure excludes scheduled maintenance, which we announce in advance, and events genuinely outside anyone’s control such as severe weather or a fiber cut caused by third-party digging.
Latency. [PENDING — Willmar network figures not yet available. Typical fiber latency to major internet exchanges is well under 20 milliseconds. Actual figures will be published here once the network is operational and measured.]
[DECISION — S1: latency and measured speed figures must be filled in before publication. These also feed the Broadband Facts labels, which are drafted but not final for the same reason.]
Why speed varies. Your device, your Wi-Fi setup, how many things are running at once, and the servers you connect to all matter. A wired connection is always faster than Wi-Fi. If you are consistently seeing less than 75% of your plan speed on a wired connection, that is on us — call and we will fix it.
Reaching Us
| What | Our commitment |
|---|---|
| Support hours | 24 hours a day, 7 days a week, 365 days a year |
| Phone | Toll-free, always answered or callback offered |
| Average answer time | 10 minutes or less |
| Maximum hold before callback offered | 3 minutes |
| Callback | Within 4 hours during business hours, 8 hours after hours |
| Email acknowledgment | Within 1 hour, automatic |
| Email substantive response | Within 24 hours |
| Emergency response | Within 2 hours of notification |
| Web portal | Available 24/7 for billing, payments, account changes, and support requests |
Calls that go unanswered. Fewer than 10% of calls should end before reaching us. We track this and report it quarterly to the City.
Technician Visits
| Issue type | We dispatch within |
|---|---|
| Emergency | 4 business hours |
| Urgent | 2 business days |
| Routine | 5 business days |
Appointment windows. We give you a specific window — morning, afternoon, or a two-hour block. Never an all-day wait. If we cannot make it, we tell you at least 24 hours ahead and reschedule.
Field work. On the Willmar Connect network, fiber installation and repair at your home are performed by the network owner’s technicians, who are trained and certified for fiber work, carry identification, and will respect your home. Zuma remains responsible to you for the response times on this page and coordinates every visit.
Getting Connected
| What | Our commitment |
|---|---|
| Standard installation | Completed within 10 business days of your order |
| Appointment confirmation | Within 2 business days of your order, by email or text |
| Installation cost | $0 for standard installation |
| Router | Included at no charge |
If your installation requires unusual work — a long underground run, boring under a driveway — we tell you what is involved and what it costs before we do anything. You can decline.
When Something Goes Wrong
We tell you. Outages are posted to our status page in real time, and we send email or text alerts to affected customers. Our phone system announces known outages so you are not waiting on hold to learn something we already know.
Planned maintenance. At least 48 hours’ notice, scheduled during off-peak hours whenever we can.
Outage credits. If your service is out for more than [4/24] consecutive hours, we credit you automatically. You do not have to ask. [DECISION — S2: threshold must match the ToS. See T12 — a 4-hour threshold aligns with the 99.5% availability standard; 24 hours does not.]
Billing
| What | Our commitment |
|---|---|
| Billing errors | Corrected within one billing cycle of you telling us |
| Payment methods | Online, automatic payment, and at least one method that does not require internet access |
| Notice before service interruption for non-payment | At least 10 days, in writing |
| Notice before any price change | At least 30 days, and at least 90 days for a network fee pass-through |
| Notice before terms of service changes | At least 30 days |
If You Need Extra Help
Medical needs. If someone in your home depends on the internet for a medical device or telehealth, register with us and we will prioritize restoring your service during an outage.
Payment difficulty. If you are a senior, have a disability, or are having a hard month, talk to us. We will work out a payment arrangement rather than disconnect you.
Setup assistance. We will help you get every device connected — not just the router — for as long as it takes.
Accessibility. Need to reach us another way, or need materials in a different format? Contact us and we will accommodate you.
How We Report on This
We track and report the following to the City of Willmar and the Network Manager every quarter:
- Average call wait time
- Call abandonment rate
- First-call resolution rate
- Average field response time
- Installations completed within the standard timeframe
- Network availability percentage
- Number and duration of outages
- Customer complaint volume and resolution rate
If We Fall Short
Tell us first. Call 224-407-6844 or email contact@zumainternet.com. We would rather fix it than have you go around us.
If we do not fix it, you can file a complaint with the Willmar Broadband Commission through the City of Willmar, 333 6th Street SW, Willmar, MN 56201, or by calling 320-214-5172. We are required to respond to Commission-forwarded complaints within 2 business days.
You can also contact the FCC at fcc.gov/complaints or the Minnesota Attorney General.
Related Documents
Terms of Service · Privacy Policy · Acceptable Use Policy · Broadband Facts label