FAQ: Managed Telephony

We manage everything for you! Telecom Metric offers complete end-to-end support of your telephony service without the need for third-parties or subcontractors. We provide, setup and manage the service, redundant cloud servers, PBX software, IP desk phones, mobile & desktop softphone, take care of data back-up and recovery, ensure complete security, and fully manage the operating system, web, and database application infrastructures. You'll have your own dedicated Account Manager who will be in regular contact to offer advice and guidance from the get-go.

By phone, live chat, or via email, we’re always here to help you with your needs. Our friendly and experienced support technicians can help you configure any of your services, anytime. We’ll ensure your service is running, your questions are answered, and that you’re getting the most from our services.

Telecom Metric takes care of all hardware replacements, repairs, and warranty issues for you. In fact, we procure and supply all of the necessary hardware, software, licenses, maintenance, and warranties for your VoIP solution.

Telecom Metric's networking solution is run from 9 geographically distributed and redundant infrastructure environments across the country with automatic backups & built-in failover. The primary cloud PBX server is mirrored at all times with another server that is hosted in a second Data Center for geo-redundancy purposes. Upon failure of the primary server, the secondary server immediately takes over, replacing the primary server. The failover or bounce back time between Server 1 and Server 2 is 5 minutes.

Telecom Metric manages a fully backed up & redundant environment with built-in failover on all levels of the network:

  • Server Failover: Each deployment has a primary and failover cloud PBX. The primary server (DC1) is mirrored at all times with another server that is hosted in a second Data Center (DC2) for geo-redundancy purposes. The bounce back time between Server 1 and Server 2 is 5 minutes.
  • Trunking Failover: TM monitors the load on trunks and, if a trunk failover might occur, our technicians will proactively mitigate the problem by increasing the number of calls that can be made.
  • Internet Failover: In the case of a network outage, TMI can offer internet service via another medium (i.e. supplying a failover 4G/LTE modem at each Canadian location) to assure a resilient and redundant connection.
  • 911 Failover: TMI provides an optional key differentiator in the way of a true enhanced 911 (E911) service. The solution supports a location-based E911 service for ease of locating emergency callers. This service is faster than normal VoIP 911 services and can be extended to a hybrid solution leveraging analog lines.

We understand that troubleshooting phone problems can be a daunting task when you have to consider etworking issues, phone equipment, connections, ATA configurations, dialing plans, as well as problems occurring on the internet. Telecom Metric is here to help. We provide 24/7/365 support by a team of dedicated Tier 1, Tier 2, and Tier 3 engineers that are ready for any issue that may occur, so you can focus on your business and not your phone system.

Telecom Metric is a 100% Canadian operated and owned company. Our friendly, knowledgeable, and detail-oriented Canadian support staff is always available to assist you and your business' VoIP security needs anytime, anywhere. We understand how important is that everything "just works" which is why we work with your staff and IT team during your system setup, installation and ongoing maintenance process. At Telcom Metric, our team is passionately committed to helping our customers and providing the very best client experience at all times. We believe our job continues long after our clients' phone systems have been installed!

We work with you every step of the way by assigning a dedicated project manager from one of our offices to be your main point of contact for service and product delivery as well as throughout the duration of your services with us, demonstrating why we are Canada’s trusted secure business VoIP solution provider and the top choice for reliable voice communications.

Telecom Metric auto-updates all software and firmware for your business phone during hours of your choosing to ensure that you're always up-to-date and protected with the latest security protocols. We always check for the latest firmware updates and security patches from our third-party suppliers.


One of our solution specialists will be happy to contact you for a quick call at your convenience to learn more about Telecom Metric's secure cloud PBX solutions.

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