If signing a long-term UCaaS contract feels a bit like marrying someone after two dates and a decent LinkedIn profile, that’s because…well…
It kind of is. You’re making a long-term commitment to someone who will be all up in your business, sharing your infrastructure, your workflows, your communication channels, and your bandwidth. And if things go south, it won’t just be awkward. It’ll be expensive.
So, before the ink hits the paper (or the DocuSign hits your inbox), it’s worth slowing down and asking the questions that separate the good from the “we promise it’ll be fixed next quarter.”
Wondering what those are? We’ve got you.
Here are ten that you should keep in your back pocket when evaluating UCaaS providers.
1. What level of scalability do you support?
If you’re not sure what next year holds (who is?), you’ll want a UCaaS provider who treats growth and contraction like part of normal business, not a billing opportunity.
Scaling should be simple. Add users, remove users, open a new location, support remote teams, or shift your business operations, no delays, no drama. If you’ve got to start a support ticket just to onboard a temporary employee or shut off a line, something’s wrong.
You want:
- Month-to-month user flexibility
- No penalties for scaling down
- Real-time provisioning tools
- Support for multi-site, multi-country growth if needed
You’re looking for a partnership with someone you can trust to be there when you need them.
Red Flag: If your provider doesn’t offer the support you need or the flexibility you crave, it’s time to walk away.
2. How do you handle integrations with CRMs or collaboration tools?
You don’t need another standalone system. You need a UCaaS platform that plays well with your CRM, internal collaboration tools, ERP, helpdesk software, and anything else your teams touch daily.
“Third-party integrations available” means nothing if it breaks every update or requires four hours of dev time to function. Ask what’s plug-and-play, what requires middleware, and what flat-out doesn’t exist.
You’re looking for tested, fully supported integrations with:
- Microsoft Teams
- Salesforce, HubSpot, or your CRM of choice
- Helpdesk platforms like Zendesk or ServiceNow
- Calendar and email platforms (Google, Outlook)
- Instant messaging tools like Slack
If all your unified communications and collaboration tools connect, workflows run more smoothly; and if it doesn’t, be prepared to babysit every call and ticket log.
🚩 Red Flag: If integrations are “coming soon” or “built on request,” you’re going to end up funding someone else’s roadmap. Worse, you’ll probably be dealing with patchwork solutions in the meantime.
If you’re wondering what’ll actually plug in cleanly, Ten4 can help you sort the real integrations from the empty promises.
3. What uptime or SLAs can I expect?
“Five-nines uptime” sounds great. So does “gluten-free pizza.” The problem is that just saying it doesn’t make it true.
Uptime is one of the few things in telecom that’s black and white. It’s either up or it isn’t. Ask for numbers. Ask for logs. Ask for a status page that doesn’t require a password to view. And don’t settle for “planned maintenance” excuses if it keeps your team offline at 10 a.m. on a Tuesday.
A serious provider will give you:
- A clear SLA with financial consequences
- A public status dashboard
- Historical uptime metrics
- Full transparency on what counts as downtime, because reliable VoIP systems and video conferencing calls depend on it
If it takes more than a minute to get a straight answer, you already have your answer.
🚩 Red Flag: If the provider’s uptime is only discussed in vague terms and the SLA has more exceptions than actual commitments, keep looking. A UCaaS provider who can’t back up their reliability with data probably isn’t as reliable as they claim.
4. What support is included post-deployment?
Spoiler: You’re going to need support. Whether it’s provisioning new users, troubleshooting a weird bug on mobile devices, or getting analytics out of the system, post-deployment help shouldn’t feel like calling a cable company in 2009.
The first 30 days will test everything: your rollout, your admin setup, your users, your patience. If your provider disappears after the kickoff call, you’re stuck.
- A named human who knows your environment
- Live response, not auto-replies
- Clear SLAs for issue resolution
- Documentation that isn’t written like a riddle
Ask who picks up the phone when something breaks. Better yet, ask who will still pick it up six months from now.
🚩 Red Flag: If support is outsourced, ticket-based only, or hidden behind tiered paywalls, you’re likely on your own when things get complicated.
If you want to know who’ll still pick up the phone six months from now, we can show you what real support looks like.
5. Can I easily add or remove users without penalties?
This shouldn’t be a trick question. But it often is.
Admin panels should be built for actual admins. Not developers, not consultants, and definitely not third-party “specialists.” If it takes more than a few clicks to onboard a new hire or suspend an account, it’s wasting your time.
Look for enterprise communication solutions with:
- Role-based admin control
- Instant provisioning and deprovisioning
- Built-in audit logs
- Compatibility with your identity provider (Okta, Azure AD, etc.)
If user management requires downloading a template, editing it in Excel, uploading it, and then waiting 24 hours, that’s not a cloud platform. That’s a delay machine.
🚩 Red Flag: If adding users involves multiple approval layers, pro services engagements, or minimum block purchases, you’re in for a painful ride. Look for flexibility, not friction.
6. Which advanced features are included, and what costs extra?
This one’s deceptively simple, but incredibly important.
Ask what’s in the base package. Then ask what’s extra. Then ask again to confirm. It’s not about being cheap, it’s about knowing what you’re getting into.
You want to know if you’ll be charged separately for:
- Call recording and storage
- Advanced reporting or analytics
- Unlimited calling, or toll-free or international minutes
- Text messaging, team chat, or mobile app access
- Setup and porting fees
Get a sample invoice. See if their “all-in” package looks like your definition of all-in. If it doesn’t, it’ll show up on your first bill.
🚩 Red Flag: If the pricing page is more mysterious than your teenager’s text history, proceed with caution. Transparent providers don’t hide behind footnotes.
We’ll help you make sense of the fine print, so you know exactly what you’re signing up for and what you’re not.
7. What kind of data protection measures do you have in place?
Your UCaaS system carries sensitive conversations, customer details, and maybe the occasional trade secret. It better be locked down tight.
So, when you’re evaluating UCaaS providers, their security measures need to be real, verifiable, and ready for audit. Ask how data is encrypted, who has access, what protections are in place for user accounts, and how often they audit their own systems.
At a minimum, they should have security features like:
- TLS and AES-256 encryption
- MFA and granular admin controls
- SOC 2, HIPAA, and/or ISO certifications
- Transparent breach notification policies
If the salesperson needs to loop in an engineer, that’s not a red flag; it’s actually a good sign! Security details change fast, and the technical team will give you accurate answers. Be ready to schedule a demo and have them walk you through it directly.
🚩 Red Flag: If the salesperson hems, haws and uses vague terms like “industry best practices” without naming specifics, you’re probably dealing with security theater, not substance.
8. What kind of reporting and analytics will we get?
Every UCaaS provider claims to offer “detailed analytics.” But most just hand you a dashboard with basic call logs and a filter bar. Maybe a few charts. That’s not analytics…that’s homework.
And it’s frankly not good enough if you’re running multiple teams, managing support queues, or trying to keep tabs on call quality across locations.
You need reporting that lets you:
- Track call volumes, durations, and quality by team or location
- Spot usage anomalies before they become issues
- Monitor voicemail activity and missed calls
- Export raw data or sync it with other business intelligence tools
- Prove compliance when the auditors show up
Also, ask if the reports are real-time or delayed. If it takes hours or days to see what’s going on, that’s not helpful when you’re troubleshooting.
🚩 Red Flag: If reporting is limited to basic call history or locked behind a paywall, you won’t have the visibility you need. A UCaaS platform without solid analytics is just a phone system with good branding.
If you need reporting that actually helps you run the place, we’ll show you what that looks like in practice.
9. Where’s your platform headed, and how do you decide what comes next?
You’re not just buying what a service provider offers today. You’re buying into where they’re headed.
Especially if you’re planning to stay with this unified communications platform for the next 3 to 5 years. You need to know what’s coming, how often things improve, and whether they’re building for modern enterprise use or just patching legacy issues (a.k.a. you need to see their product roadmap).
Some good questions to throw their way:
- How often do you release updates?
- Are new features rolled out automatically or manually?
- What percentage of your roadmap comes from customer feedback?
- Can we get visibility into what’s planned for the next 6 to 12 months?
If they’re evolving in the right direction, they’ll be happy to show you where the platform is going and how fast they’re getting there.
🚩 Red Flag: If a UCaaS provider acts like sharing their product roadmap is some kind of state secret, odds are it’s either half-baked or nonexistent.
10. Can we keep our existing numbers, hardware, and call routing?
Ripping and replacing everything is expensive. It also kills momentum. A good provider should meet you where you are and modernize from there.
Ask what can be ported in: your numbers, your existing SIP phones, your call queues. If you’re migrating from an on-prem PBX, ask whether existing desk phones are compatible or if you’ll be forced to buy all new hardware.
Other questions to ask during the migration include whether there will be:
- Support for common desktop apps and softphones
- Ability to replicate call flows or hunt groups
- Minimal downtime for your voice calls and internet connection during migration
A smooth transition doesn’t mean throwing everything out. It means upgrading in a smart way for cost effectiveness, not starting from scratch.
🚩 Red Flag: If they push a full forklift upgrade or can’t support what you already have, it’s not a true cloud migration. It’s a reset disguised as “progress.”
Let’s map it out together so you don’t toss working systems just to say you’re in the cloud.
Contracts Are Binding, But So Is a Good Partnership. Find One with Ten4.
Before you lock in with a UCaaS provider, ask the questions above. You’re not being difficult. You’re protecting your organization’s ability to enhance communication and grow. There’s no shame in being picky about your technology.
Need a second opinion? We’ve got tools for that. Get in touch with someone who speaks telecom without the nonsense.
Because contracts should come with confidence, not buyer’s remorse.
