Customer Service Package
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About Unity
Unity Connected Solutions was founded with the goal of helping businesses avoid operational distractions and stay ahead of the rapid pace of change. We deliver managed information and communications services solutions to enterprise businesses of all sizes across Canada and the United States. Our professionals are known for their creativity, technical abilities, and unique approach to problem-solving. We design solutions that allow businesses to harness the power of technology for greater efficiency and managed growth. For every challenge, we are inspired to develop a solution that exceeds expectations. At Unity Connected Solutions we strive to make technology simple.
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Why Unity
Our culture and values are very important to us. We maintain high-touch, productive relationships with our customers as their trusted advisors and partner. We encourage an entrepreneurial culture in our employees and take great pride in our community atmosphere, integrity and desire to ‘give back’ through our support for various community organizations.
Our customers face new challenges every day. And we love helping design solutions to overcome them. We have an extensive product portfolio and continue to develop new and better ways to provide solutions to meet the requirements and demands of our customers.
Unity Connected Solutions is a private, financially healthy company with Canadian headquarters in Newmarket, Ontario, and US headquarters in Phoenix, Arizona. Branch offices are located in Burlington, Montreal, Winnipeg, Calgary, and Vancouver.
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Awards
Over the last two decades, a robust and focused vision has been central to our business. As a result, we are proud to be frequently recognized by key vendor partners through referrals, “best in class” awards, and the benefit of preferred pricing. With over 2,000 satisfied customers and 7 locations across Canada and the United States, our team is available to support you 24/7/365 days a year.
Customer Support Center
SERVICE, REPAIR, OR MAC REQUESTS
Call: 1-800-295-9565 or 905-952-2499
Please follow the prompts
Customer Support Center (CSC) 24 Hours a Day – 7 Days a Week- 365 Days a year
The Customer Support Center logs and dispatches all service calls relating to your equipment and/or trunking facilities. To place a service call, simply contact our CSC by calling 905-952-2499 or 1-800-295-9565 and follow 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.
Email support@unityconnected.com
After hours Holiday and Weekend outages call (800) 295-9565
MAC Orders (Moves, Adds, or Changes)
The MAC team is always ready and willing to help make your system more efficient! If there are changes or additions that need to be made, just give them a call. They will help by providing an estimate for you, either by verbal or a written quote. Next, we will schedule your order as quickly as possible, and do our best to provide an exact date.
Email mac@unityconnected.com
Escalations:
We are committed to keeping you informed should problems arise with any of your Service or MAC requests. You can always reach out to our Customer Support Center with any questions or queries.
Please follow these steps if you are having issues with your service:
For Service or MAC related issues, please contact:
Step 1 Customer Support Center (CSC) (905) 952-2499 or (800) 295-9565 (Toll Free)
Step 2 Joe Di Natale (CSC & Service Manager) (647) 926-1486
Step 3 Isaac Carriere (Implementation Manager) (416) 524-9982
Our Solutions
Unified Communications & UCaaS
Unity is a leading provider of enterprise communication services and solutions. Through our partnerships with world-class manufacturers and our in-house technical expertise, we can provide cost-effective cloud-based or on-premises communications and telephony solutions. We have the expertise to provide a comprehensive unified communications strategy and architecture including voice, presence, instant messaging, and mobile integration for small business to large-scale enterprise applications.
Our Partners
Avaya
Microsoft
Mitel
Unity Connect
Contact Center and CCaaS
Today’s customers are more demanding than ever. Every contact is a new ‘moment of truth’ – an opportunity to meet and exceed your client’s experience with you. Each interaction should be consistent and seamless, handling the inquiry, transaction or problem the first time. Whether contact is via a traditional telephone call, email, chat, SMS, IM or even social media you need to be ready to handle the contact efficiently and effectively. That’s where a modern, omnichannel contact center comes to the forefront. Let Unity help guide you through purchasing your next Contact Center.
Our Partners
Avaya
Five9
Mitel
Unity Connect
Senior Living
Unity Connected Solutions provides industry-leading situational awareness systems for the healthcare and education markets, including assisted living homes, long-term care homes, hospitality
Situational awareness means having real-time information about potential threats to people, property, business and convenience. It ensures that the right information goes to the right people on the right devices automatically for faster, more efficient communication, especially in the event of an emergency. In addition to emergency preparedness and response, it also improves business operations.
Situational awareness provides a wide view of what's happening in and around an organization to prevent ignorance-based loss. With centralized monitoring, alerting and reporting, you can deliver emergency notifications or other announcements to virtually any screen - workstations, smartphones, tablets and digital signage including TVs. The most common applications for situational awareness include life safety, security, environmental monitoring and mass notification.
Our Partners
Status Solutions
PM Tronics
Avigilon
IT Managed Service Provider
Unity’s managed IT services are built around the individual requirements of our customers. Our team operates around the clock to ensure that your infrastructure remains highly available, your business runs efficiently, and employees stay productive. Our services can be delivered seamlessly as either a complete solution or to enhance the existing capabilities of your IT team. As your managed services provider, Unity delivers high-impact solutions that allow you to focus on what’s most important, running your business.
Our Services
Backup
Storage
Infrastructure Management
Managed Network and Network Engineering
Virtualization
On-Prem Data Center Management
Offsite DC Infrastructure/Primary & DR
Remote Monitoring and Patch Management
Structured Cabling
Structured cabling is the design and installation of a cabling system that will support multiple hardware uses and be suitable for today's needs and those of the future. With a correctly installed system, current and future requirements can be met, and hardware that is added in the future will be supported.
In telecommunications, structured cabling is building or campus cabling infrastructure that consists of several standardized smaller elements (hence structured) called subsystems. Structured cabling components include twisted pair and optical cabling, patch panels and patch cables.
Our Services
Unity has a comprehensive set of services professional and managed services that work together to meet your every need.
With total customization and an ever-changing world, Unity has you covered with the best technology out there for today’s business demands!
Our Service Commitments
Service Level Targets
Service Coverage
Unity has a fully staffed Customer Support Center (CSC) operating with certified technicians located across Canada. The CSC is available 24x7x365 and can resolve problems such as carrier/SP outages, remote alarms, troubleshooting, programming, and maintenance operations, through secure connections. During the first-year of concurrent manufacture support, this service is offered by opening a support ticket through our CSC to inquire about rate charges.. Upon the year one expiry, customers may continue to use this service by purchasing an extended service agreement or paying standard time and material rates (lowest priority).
