Megaport

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.megaport.com/
• Support phone, US & Canada (Megaport support page): +1 425 954 2777
• Support and live chat information: https://www.megaport.com/contact/support/
• Megaport Portal (login; Support Requests Portal is reached from Help & Support): https://portal.megaport.com/
• Accounts Receivable (billing and invoice questions): [email protected]
• Legal notices, including notice to terminate the agreement: [email protected]
• Privacy enquiries and data-rights requests: [email protected]
• Security vulnerability disclosure: [email protected]
• Head office / notices line (Australia): +61 7 3088 7400
• Investor relations: [email protected]

Locations

Megaport business customer? Contract, billing, cancellation and support at a glance

Megaport sells to businesses: its Global Services Agreement (GSA) requires the Customer to "use the Service for business purposes only and not resell or resupply the Service." The steps below come from Megaport's own legal and documentation pages as they stood on September 30, 2026. Your signed Order and any separately negotiated agreement may differ, and the GSA's own order of precedence puts the Service Schedule(s) first, then the Order, then the Acceptable Use Policy, then the GSA.

• Find your Order and the Minimum Term on it. Megaport's Port documentation says the Port Details view in the Megaport Portal shows the End Date and term length of a Port.
• Billing question or disputed invoice: the GSA says that if you believe in good faith there is an invoice mistake, you "must notify Megaport in writing within 30 days of the relevant invoice date with full details"; undisputed portions must still be paid. Megaport's documentation points billing questions to the Support Requests Portal (request type "I need to speak to someone about my invoice") or to [email protected] (Megaport Accounts Receivable).
• Service down or degraded: Megaport's support page lists live chat in the Megaport Portal ("any time of the day or night") and a phone number for "US & Canada": +1 425 954 2777. The documentation says the Support Requests Portal is "the preferred method for managing all support-related interactions" and asks for the Service ID of the affected service.
• Claim a service credit within 30 days. Under the Port and VXC Service Schedules a credit claim must be made "within thirty (30) calendar days of the end of the Charging Period" (see the billing and service-level section below for what a credit is and is not).
• Before terminating a service on a term: the Megaport Portal shows any early termination fee (ETF) in the "Terminate Services" window before you confirm, and Megaport documents a route to waive an ETF by ordering an eligible replacement service (details in the contract section below; its documentation says partner-managed accounts cannot use that Portal tool and should contact their partner).
• Formal notices (for example ending the whole agreement) may be given "via its Megaportal account or by email to [email protected]."
• Keep records of your Order, invoices, case numbers and the dates of any credit claim or notice.

The GSA sends disputes to courts (governing law and venue are described in the contract section). Megaport's published pages checked for this profile do not describe an arbitration or ombudsman route for U.S. customers.

Who you contract with, contract term, early termination and suspension (GSA)

Contracting entity. The Global Services Agreement displayed on Megaport's website when checked on September 30, 2026 (the page shows no revision date; Megaport's Legal Archive lists earlier versions back to November 2015) states that the GSA, the Service Schedule(s), the Acceptable Use Policy and the Customer's Order(s) form an agreement "between Megaport (USA), Inc. of 2711 Centerville Road, Suite 400, Wilmington, Delaware, 19808, USA (Megaport) and the Customer." The GSA also provides that if an Order requires Services in a jurisdiction "where a local Megaport Affiliate performs the Services," that Affiliate may provide them, and if it accepts the Order by provisioning the Service it "will be solely liable for that Order." The Addendum on the same page lists country-specific terms for Singapore, Germany, the UAE, France, Austria, Belgium, Poland, Italy, Spain, Luxembourg, Mexico, Canada, Brazil, the Netherlands, Finland, Portugal, Bulgaria and India; no section headed for the United States was identified there. Your Order and invoice show which Megaport entity applies to you. Megaport's Group Entity Details page lists 23 entities, including Megaport Limited, Megaport (USA), Inc. and Latitude.sh LLC.

Agreement term. The GSA "continues for an initial period of 12 months" and then "will automatically renew for one-year periods," unless either party gives at least 30 days' written notice before the start of a Renewal Period. Separately, either party may end the GSA "at any time for convenience by providing the other party with 30 days prior notice in writing," but the GSA also says that on termination of the agreement "each Order continues until terminated in accordance with this Agreement."

Service Minimum Term and renewal. The GSA says that if a Minimum Term applies it is stated on the Order; without one, the Service "will continue on a monthly renewal term." A Service on a Minimum Term "will automatically renew for a further term of the same length" unless the Customer gives notice before the term expires, at the then-current price; Megaport "will provide Customer with 30 days notice of the upcoming Service term expiry," and the Customer can turn off automatic renewal in its Megaportal account or by contacting Megaport. Megaport's documentation describes this as "Minimum Term Renewal," which it says is enabled by default for new services on 12, 24, 36, 48 or 60-month terms; it says the renewal emails are "critical service notifications and cannot be disabled," and that opting out means the service "will then continue on a month-to-month basis at the same market rate." Different notice periods appear in Megaport's own pages. The GSA says Megaport "will provide Customer with 30 days notice of the upcoming Service term expiry." The general Minimum Term Renewal page (last modified August 21, 2026) says: "A notification email is sent one month before the contract end date." The Port Pricing page (last modified September 9, 2026) says: "Megaport will notify you via email one month and one week before the expiration of the term." They are presented here as Megaport wrote them and are not reconciled; for a Port, use the Port page's wording, and check the end date in the Megaport Portal rather than relying on an email arriving. The Port pricing page adds that a Port not renewed "will automatically roll over to month-to-month contract for the following billing period, at the same price, without term discounts." For Megaport Internet connections the Minimum Term Renewal page adds: "an additional notification is sent two months before the contract end date." The Megaport Internet pricing page (last modified August 21, 2026) words the no-renewal outcome two ways: one passage says the contract rolls over to month-to-month "at the same price, without term discounts," while another says that if you do not renew, "no action is required. At the end of the term, the contract will automatically roll over to pay-as-you-go billing at the current rack rate (standard pricing, without term discounts)." Read the GSA and the documentation pages together.

Early termination fee (ETF). The GSA says that if, before the end of the Minimum Term, the Customer terminates a Service other than for Megaport's uncured material breach (or Megaport terminates it for the Customer's uncured material breach), then subject to applicable law the Customer must pay an ETF "equal to 100% of Customer's average monthly spend or monthly recurring charge (whichever is greater) on the terminated Service, multiplied by the number of months (or days part thereof) between the date of termination and the end of the Minimum Term," and that the Customer "agrees that the ETF is a reasonable estimate of Megaport's likely financial loss." The GSA says there is no ETF if the Customer replaces the terminated Service "with another Eligible Service of equal or greater monthly recurring charge and term within thirty (30) days," provided the Customer "promptly notifies Megaport in writing of the incoming Eligible Services," and that if the Customer does not replace the Service within 30 days of termination and give the required notification, "the ETF will be charged." Megaport's ETF Management documentation (last modified August 21, 2026) words the window differently: it allows the ETF to be waived when you order a replacement service on a contract term with an equal or greater monthly rate "within 30 days before or after the termination," says the replacement must be "active within 30 days of termination," and says the Portal submission "serves as your formal notification to Megaport of an ETF waiver request." The GSA text checked does not describe a separate procedure for contesting an ETF; an ETF on an invoice you consider mistaken falls under the invoice-dispute clause described in the billing section. That ETF page says the tool is available to Company Admin, Technical Admin or Finance users, and that "Managed accounts can’t access ETF Management. Contact your partner to handle ETF waivers on your behalf."

Ports and month-to-month services. The GSA says a Customer "may terminate a Port that is not on a Minimum Term at any time on 30 days notice but must pay charges for the full Charging Period in which termination occurs (if applicable)," and that other Services not on a Minimum Term can be terminated at any time. Megaport's Port billing documentation says: "You can cancel a Port at any time," with an ETF equal to "100% of the remainder of the term" for a Port on a contract term. To terminate in the Portal, use the trash icon next to the Port or VXC on the Services page, pick a cancellation reason and confirm; a Port termination also deletes its attached VXCs. For Megaport Internet, the documentation says "You can cancel a Megaport Internet connection at any time," with an ETF "equivalent to 100% of the remainder of the term" on a contract term; its steps (last modified August 21, 2026) are the Services page, the trash icon, the Terminate Services window ("Early termination fees will be shown here, if applicable"), a Cancellation Reason, then "Yes, Terminate Service."

Cross connects. After termination the Customer must uninstall cross connects to the demarcation point at its own cost within 30 days, and the GSA says charges for the Services continue until all cross connects have been uninstalled.

Suspension. Megaport may suspend or restrict Services, among other listed grounds, if an invoice is unpaid 10 days after Megaport's overdue notice, on 5 days' written notice for Acceptable Use Policy breaches (immediately if the breach is material), where required by law, in case of suspected fraud, and on 14 days' notice for technical problems or maintenance. It may keep charging for a Service suspended for maintenance or the Customer's breach. Megaport may also terminate a Service on notice if it "reasonably determines that Customer poses an unacceptable credit risk," and may terminate a Service without a Minimum Term for any reason on 30 days' notice.

Liability and warranties. The GSA states that Megaport "does not warrant that the Services will be continuous, error-free or secure," and limits each party's total liability to the charges paid or payable in the 12 months before the event giving rise to the claim (indemnities and payment obligations excepted). Where a service level is missed, "Customer's only remedy for that failure (if any) is as set out in the Service Schedule(s)."

Governing law and courts. Orders are "governed by the laws of the jurisdiction in which the Service is provided," and disputes go to the exclusive jurisdiction agreed in the Order, if any; otherwise the parties submit to the non-exclusive jurisdiction of the courts where the Service is provided "and to the non-exclusive jurisdiction of the courts of New York."

Other terms that catch customers. The Customer warrants that it is not headquartered, domiciled or operating in Mainland China (Hong Kong and Macao excepted) and that no personnel or contractors located there are engaged in its relationship with Megaport; Megaport may terminate immediately without penalty if that changes. The Customer also consents to being listed as a Megaport customer in its marketing, and Megaport may change the GSA on 30 days' notice for changes that in its reasonable opinion do not materially affect the parties' legal position, with a right to terminate affected Services before the notice period ends.

Billing, service credits and support

Invoices and payment. The GSA says Megaport "will issue invoices monthly by email," payable "within 30 days of the invoice date" in the currency stated in the Order. Overdue amounts may carry interest "at the rate of 3% per annum" accruing daily, plus collection agency and legal costs. Charges for a Service not on a Minimum Term can change on 30 days' notice; charges exclude taxes and regulatory fees. Card payments "are processed by Stripe Payments Australia Pty Ltd" per the GSA, and Megaport's card-payment documentation says processing fees are added to the payment amount and appear on the next invoice. Megaport's billing documentation says invoices "are usually sent on the first business day of the month" and that its auto-pay system runs "on the 20th of each month." For the USA billing market the documentation lists USD, and requires a Federal Universal Service Fund traffic certification so that federal USF charges are applied correctly. The GSA sets a Port's Billing Commencement Date at the earlier of 14 days after Megaport provisions it or the day it goes live; Megaport's Port billing documentation words it as the day the Port goes live or 14 days after the order date, whichever comes first.

Service levels and credits. The Port and Virtual Cross Connect (VXC) Service Schedules each set a "Service Availability Target of 100%." If the target is missed in a Charging Period, the Customer "will be able to claim" a credit and "must apply for the Service credit" (the schedules checked do not say credits are applied automatically); the credit is "Downtime x Recurring Charge / Charging Period." Conditions in those schedules include: the credit is the customer's "only remedy"; the claim must be made within 30 calendar days of the end of the Charging Period; the credit "can only be applied as a credit to Customer's Megaportal account, and cannot be redeemed for cash"; the maximum credit per Service per Charging Period is 100 percent of the Recurring Charge; and credits are unavailable if charges due are unpaid. "Excused Downtime" excludes, among other things, faults on a third party's network, Customer equipment or cross-connect problems, suspension under the agreement, and Intervening Events (which the GSA defines to include acts or omissions of third-party network suppliers, fire, flood and similar events). For VXCs, credits are available to the A-End owner only. Other Service Schedules (Megaport Cloud Router, Virtual Edge, Megaport Internet, NAT Gateway) have their own service-level sections.

Compute. The Compute (Bare Metal and Virtual Machines) Service Schedule extends "Megaport" to Latitude.sh as an Affiliate and sets a 99.5 percent availability target for bare metal, VMs and GPU VMs. Its credit for a VM or GPU VM is 2.5 percent of the monthly recurring charge for each hour of unavailability, capped at 100 percent of the monthly recurring charge per calendar month; the request must be submitted within 30 days of the end of the calendar month with the ticket number, date and time, and a description of the impact, and credits "are not refundable in cash." Bare metal has an 8-hour hardware replacement window before a credit of 2.5 percent of the monthly recurring charge accrues for each further hour.

Support process. Megaport's Support Requests documentation sets incident targets by severity: for Severity 1 ("Service is down or severely degraded") an initial response in 15 minutes, updates every 30 minutes and a 6-hour time to restore; Severity 2, a 15-minute response and a 24-hour time to restore; Severity 3, a 30-minute response. These are described as "targets," and the time Megaport spends waiting for information from the customer is excluded from the restore target. Megaport says planned maintenance carries a minimum of 14 days' notice to customers, that emergency maintenance is notified with "as much notice as possible," and that the Portal's Service Status page shows maintenance and outage events (outages resolved within the last 90 days) and refreshes every 5 minutes. A public status web page could not be opened in the browser used for this profile (status.megaport.com returned an error page on September 30, 2026), so the in-Portal Service Status page is the source Megaport documents. Megaport's Support Requests page says only that if necessary "the team escalates the issue internally"; no separate public customer escalation policy was identified in the pages checked on September 30, 2026.

Company background

Megaport Limited (ACN 607 301 959; ABN 46 607 301 959) is listed on the Australian Securities Exchange under the ticker MP1, and its Annual Report 2026 gives its registered office and principal place of business as Level 3, 825 Ann Street, Fortitude Valley, Queensland, Australia. The company's About page says it "celebrated its tenth anniversary" in 2023 and names Michael Reid as Chief Executive Officer. Megaport's Annual Report 2026 lists Megaport (USA) Inc. and Megaport (Canada) Inc. among its wholly owned subsidiaries, along with Megaport Compute, USA Inc, InnovoEdge, Inc. and Latitude.sh LLC. The Megaport contact page lists a United States office at 505 Montgomery Street #1113, San Francisco, CA 94111.

By the company's own account (its Annual Report 2026 says it began the fiscal year as a global leader in Network as a Service and finished it with "an automated infrastructure platform spanning network, compute, and storage"), Megaport's network connects customers' ports, clouds and data centers through a portal and API, and it lists Port, Virtual Cross Connect, Megaport Cloud Router, Megaport Virtual Edge, MegaIX, Megaport Internet, NAT Gateway and object/block/file storage products; its investor page reports more than 4,000 customers and more than 1,200 enabled data centers. On November 10, 2025 Megaport announced an agreement to acquire Latitude.sh, a compute company; Megaport's FY2026 Appendix 4E lists Latitude.sh LLC (USA) and Latitude.sh SA (Brazil) as entities acquired on November 26, 2025, and Extreme Infocom Private Limited (India) as acquired on December 12, 2025. Latitude.sh compute services are covered by the Compute Service Schedule of the GSA. The annual report also states that after June 30, 2026 the group completed a Retail Entitlement Offer and secured binding commitments for an A$825 million syndicated debt facility.

Privacy and security. Megaport's Privacy Policy (last updated June 23, 2025) gives [email protected] for enquiries, complaints and data-rights requests; for California residents it says requests may be sent to that address with the subject line "California Verifiable Consumer Request" and that Megaport will reply within 45 days or explain why more time is needed, and it links a "Do Not Sell or Share" page for U.S. state-law opt-outs. The GSA says the Services do not involve accessing packet content, that metadata is deleted directly after the connection ends except where retention is needed for purposes in the agreement, and points customers whose packets contain personal data to a Data Processing Addendum. Megaport's Trust Center lists ISO/IEC 27001 and SOC 2 Type 2 among its compliance items and says Megaport "does not store customer data, besides minimal business to business (B2B) meta data for billing and troubleshooting purposes." Its security.txt gives [email protected] for vulnerability reports. Megaport's FY2026 Appendix 4E lists an information security incident as a material business risk (a risk statement, not a report of an incident).

Complaint record: USAComplaints, Trustpilot and BBB, reported separately

• USAComplaints: 0 complaints submitted about Megaport as of September 30, 2026 (searched by company name and variants).
• Trustpilot (trustpilot.com/review/megaport.com, opened in a browser on September 30, 2026): a profile marked "Claimed profile, July 2023" showing 0 reviews, and "0 reviews in the last 12 months." Trustpilot also carries a separate profile for the domain megaport.de; that page describes an online gaming-PC shop, a different website and line of business, and is not counted here.
• BBB: two searches of BBB's directory on September 30, 2026 returned no profile for this company. Search 1 (bbb.org/search, text "Megaport," country USA, no location filter) showed "28 results for Megaport near USA" over two pages; both pages were read, and the only listing named exactly "Megaport" was an electrician at 246 Shipley St, San Francisco, CA, which is not an address given on Megaport's contact page and is not counted here. Search 2 (text "Megaport USA Inc," location "San Francisco, CA," type Name) returned "No results." These searches show only what BBB's directory returned for those queries on that date.
• CFPB: not applicable; Megaport sells business connectivity, not consumer financial products.

No figures from these sources are combined. Absence of public complaints or reviews in these places says nothing either way about service quality, because most Megaport customers are businesses with private support channels.

Regulators and lawsuits: what was and was not found

In the specific sources checked on September 30, 2026, no regulator enforcement action and no consumer or customer class action against Megaport was identified. This was not a comprehensive search of federal or state regulators or courts. The sources were: web searches for Megaport together with lawsuit, class action, ASIC and data breach; CourtListener searches of federal dockets and opinions; and Megaport's own disclosures. The CourtListener search of docket case names for "Megaport" returned 1 docket, a 2002 bankruptcy case of a "Megaport Inc." in the Middle District of Florida (No. 8:02-bk-17374); nothing seen ties it to today's Megaport, and it is not counted. A CourtListener full-text docket search for "Megaport" returned 67 dockets in which some filing mentions the word (they were not reviewed one by one, and the ones listed first were cases between other parties), and a search of opinions returned 0 results. The FTC, FCC and state attorney general sites were not searched individually, and state courts and non-federal registries were not searched.

Megaport's Annual Report 2026 (Note 37, Contingencies) says the group "may become involved in actual or potential claims, disputes, investigations, audits, reviews, or proceedings" in the ordinary course, and that these matters "may include, but are not limited to, employment-related claims, contractual disputes, regulatory compliance matters, privacy or cyber security incidents, taxation matters, and other legal or commercial claims." It then says: "The Directors are not aware of any individual matter or class of matters that is expected to have a material adverse effect on the Group's financial position. However, due to the inherent uncertainty associated with such matters, future outcomes may differ from management's assessments and could result in liabilities that are not currently recognised in the financial statements." That is the company's own general statement; it does not say whether any particular claim or incident exists.

Outages and security incidents. Megaport documents its outage history on the Service Status page inside the customer Portal, which was not reviewed for this profile, and its public status page (status.megaport.com) could not be opened on September 30, 2026. The web searches named above did not surface a specific Megaport outage or data-security incident, which describes those searches only and is not a finding that none occurred.

Is Megaport Legitimate?

Megaport Limited is a public company listed on the Australian Securities Exchange (ticker MP1) that files annual reports with the ASX, and its Annual Report 2026 lists Megaport (USA) Inc. as a wholly owned subsidiary. Its Global Services Agreement names Megaport (USA), Inc. as the contracting party and gives a Wilmington, Delaware address, and Megaport's contact page lists a San Francisco office. Its support page publishes a U.S. phone number, and its Trust Center lists ISO/IEC 27001 and SOC 2 Type 2 among its compliance items. In the specific sources checked on September 30, 2026 (not a comprehensive search of regulators or courts), no U.S. regulator action or lawsuit against the company was identified; the BBB searches described above returned no profile and its claimed Trustpilot profile showed 0 reviews. This page assigns Megaport no rating; the contract terms above are what a customer should check before ordering or cancelling.

Company Relationships

• Affiliated with: Megaport (USA), Inc.
• Affiliated with: Latitude.sh LLC

Frequently Asked Questions