US and Canada 24 Hour National Response Center

1-800-295-9565

Our Commitment

Unity Connected Solutions has been supporting customers across Canada and in the U.S.A. for over 14 years.

We only support products on which we are a certified partner and our technicians have been fully trained. This requires a considerable commitment from Unity Connected Solutions to invest in this training to receive not only our vendor credentials but to ensure the highest customer satisfaction; which is evident from the numerous customer excellence awards.

The Customer Experience Center (CEC) logs and dispatches all service calls relating to your equipment and/or trunking facilities. Our CEC can be contacted  by calling 905-952-2499 or 1-800-295-9565 and following the prompts. You will be answered live and should it be determined that a technician needs to visit your site, one will be dispatched with an arrival time of 2 to 24 hours depending on the severity of your service problem.

Remote Equipment Support


General Support

If your support requirements are less urgent you can either call the numbers above or our dedicated email inbox for support

support@unityconnected.com

MAC (Moves, Adds, Changes)

Should you wish to make changes or additions to your system, a MAC order will be issued by one of our Response Center Agents. The MAC Representative will assist you in determining your needs and supply you with a verbal or written quote of the equipment needed and work to be performed.  We will then schedule your order as quickly as possible, normally within 3 to 5 business days.  (We will always do our best to provide you with an exact due date).

You can call on our dedicated toll free line but the best way to connect for MAC is via our dedicated MAC email inbox. MAC often requires detailed information regarding requirements:

Escalation

We will always endeavour to keep you informed should problems arise relating to a Service or MAC request.   Any questions and/or queries regarding orders should be processed through to the Customer Experience Centre at 905 952-2499 or 1-800-295-9565.

Non-Unity Customers

If you are not currently a Unity Connected Solutions customer and are interested in working with Unity and you do not have an urgent requirement, please call Unity Sales.

A note on process

When you call in for support, we will check to determine your contract and/or warranty status. We will provide you a ticket number to help follow up on the status of your resolution. Your problem will be triaged to determine how best to resolve (many problems can be resolved remotely, but some will require a technician to be dispatched to site. If the latter, please ensure we have your updated information for site access.

For MAC, depending on the size of the MAC, it may require time to provide a detailed quote. You will be informed when contacting us. [Note: we have a set of Managed Service packages that can incorporate MAC, providing consistent, contracted MAC on a monthly fee basis.]

For new (non-Unity) customers (or those on T&M) Unity can still provide support for products which we are certified. For customers not on a current services plan or warranty, our process requires setting you up in our system and, as a result, may require credit card authorization before work is performed.

For complete information on all our post-sale support, please ask for the latest version of our Customer Information Package.