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Our Support Commitment

Committed To Ensuring A Positive Customer Experience At Every Touchpoint

“I have been using Emerge IP phone system for 2 years now and I couldn't be happier with the results. The system is user-friendly, reliable and packed with features that have greatly improved my companies overall communication. The call quality is crystal clear and the ability to manage multiple lines at once has increased our company’s productivity. The customer support team is knowledgeable and always available to help with any questions or issues I have. I highly recommend Emerge IP phone system for anyone looking for an exceptional communication solution.”

Stefano AlgieriDirector of Operations
Newmarket Volvo & Newmarket Mitsubishi

“Emerge IP offers phenomenal services when calling in with questions. I value companies with high levels of customer service. The team at Emerge IP makes things easy. No run around! I call and I reach a live person who knows.”

Susie Della MoraExecutive Assistant to Renato Fabrizi President/CEO AMG
Advance Marble & Granite Ltd.

“Emerge IP has been providing phone system services to UA Local 46 for over the past five years and has been quick to resolve any issues with professionalism. Thank you for keeping our business’s communication running.”

Roger TruongUnited Association Local 46

“It is my pleasure to recommend the services of EmergeIP. We have always been completely satisfied with their top-notch quality of service. They do an excellent job, are always punctual and offer the most competitive rates. Anna Iafrate in customer service is excellent! She goes above and beyond all my expectations to make sure we are completely satisfied. Brent, one the technicians, is fantastic. He is very knowledgeable in his field and extremely professional. I highly recommend their services and will only continue to use them going forward!”

Dorothy BorelandGiancola Aluminum
Customer Service & Support

Company Values

Canadian businesses have trusted in our services and our products for over 22 years. We have received numerous reviews from many companies who believe. We stand behind our products and installation, with our team of field technicians and remote support technicians.

  • Servicing Vaughan, Toronto, Mississauga, Brampton, Markham, and all the surrounding areas. We have capabilities and the technicians to conduct installations and services in any part of Canada.
  • Response time is 2-hours for any major system failure.
  • Even with minor adjustments we’re committed to solving the problem within 24 hours.
  • Flexible pricing and a wide range of technology options.
  • Our sales team hold multiple certifications to deliver projects on-time and within budget.
  • We offer only the best customer service with a 5-star rating. Call and speak to a live attendant.

Emerge IP SLA

The below severity code table provides target times for problem resolution.

Customer

Impact

Complete service interruption

Severity

Description

Phone system outage, severe business impact

Situation

Example

Phone system is completely down, calls to main go unanswered

Target Time to Address

2 hours

Target Time to Address

4 hours

Customer

Impact

Service degradation

Severity

Description

Customer still has service but infrastructure is degraded and the situation could lead to a service interruption if not attended to in a timely manner.

Situation

Example

50% or more of the phones are down, reception phone is down, voice mail is down, advanced applications not functioning

Target Time to Address

6 hours

Target Time to Address

10 hours

Customer

Impact

Information Request or Minor Service

Severity

Description

Customer still has service. Call relates to a development, enhancement or non-critical request

Situation

Example

Situations which may need to be addressed but which do not impact the functionality of the phone system, data network, or minor thresholds. MAC (moves, adds, changes) would fall into this classification.

Target Time to Address

24 hours

Target Time to Address

48 hours

“
Roger TruongUnited Association Local 46

“Emerge IP has been providing phone system services to UA Local 46 for over the past five years and has been quick to resolve any issues with professionalism. Thank you for keeping our business’s communication running.”

“
Stefano AlgieriDirector of Operations at Newmarket Volvo & Newmarket Mitsubishi

“"I have been using Emerge IP phone system for 2 years now and I couldn't be happier with the results. The system is user-friendly, reliable and packed with features that have greatly improved my companies overall communication. The call quality is crystal clear and the ability to manage multiple lines at once has increased our company’s productivity. The customer support team is knowledgeable and always available to help with any questions or issues I have. I highly recommend Emerge IP phone system for anyone looking for an exceptional communication solution."”

“
Susie Della MoraExecutive Assistant to the CEO at Advance Marble & Granite Ltd.

“Emerge IP offers phenomenal services when calling in with questions. I value companies with high levels of customer service. The team at Emerge IP makes things easy. No run around! I call and I reach a live person who knows.”

“
Dorothy BorelandGiancola Aluminum

“It is my pleasure to recommend the services of EmergeIP. We have always been completely satisfied with their top-notch quality of service. They do an excellent job, are always punctual and offer the most competitive rates. Anna Iafrate in customer service is excellent! She goes above and beyond all my expectations to make sure we are completely satisfied. Brent, one the technicians, is fantastic. He is very knowledgeable in his field and extremely professional. I highly recommend their services and will only continue to use them going forward!”

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