Customer Service Agreements

We have their word for it! 

Our customers are extremely satisfied with our service levels. Very few VSAT and telecom providers can match Emperion’s 24/7/365 live remote support and customer service desk. We are proud of our dedicated and customized service agreements, adaptable to whichever need you may have. In fact, many of our clients have been with us for many years which is a huge tribute to mutual commitment and partnership.

This is what some of our customers say:

‘Global Intelligence Organisation’: “It is thanks to the implementation and activation of VSAT & VPN by Emperion that our offices in East and South Africa can obtain and share reliable and secure information with our offices in other countries in order to carry out quick and effective criminal investigations 365 days a year, 7 days a week and 24 hours a day”… Read more Global Intelligence Organisation Case.

Enterprise customer: “ …Emperion is very service minded and focuses on meeting the customer’s requirements”… Read more about Enterprise Customer in Middle East Case

Red Cross, East Africa: “Emperion has proven to be well organized with an understanding of its market, its customers and its technology”…. Read more about Red Cross in East Africa Case

Embassy of the United States of America, Malawi: “ We would like to commend and express our sincere gratitude to Emperion Middle East & Africa for the outstanding work they have done in providing quality VSAT broadband internet service and outstanding support”…

From 8 hours local repair time turn around!
Our customer service agreements and reporting systems have been refined and perfected from years of experience in the telecom industry. We know for a fact that we have some of the best service agreements available. Emperion provides a flexible service through three different levels of support and at any given time, we can accommodate bespoke tailored service level solutions as well.

Read more about our Voice for Major Enterprise Solution

Choose standard service agreement or have one tailor made!

As a valued customer, you can choose from our three comprehensive standard levels of support. You can change between levels if and when your circumstances demand it or you can have a bespoke customer service solution implemented that suits your specific needs.
For our premium levels, we include monthly customer reports that contain details of all sites, monthly bandwidth utilization, trouble ticket statistics, availability rates, most active protocols and carrier statistics.




  • Committed and guaranteed availability rate 
  • High and medium priority critical failure response and turn-around time 
  • Telephone, email and chat support 24/7/365
  • SMS notification systems 
  • Traffic monitoring and prioritization including client log-in and monitoring
  • Performance reporting
  • Incident reporting
  • Annual preventive maintenance
  • Service credits pay-outs
  • Spares provision
  • Equipment warranty
  • Dedicated service account manager
  • IPhone Apps for real-time monitoring of individual sites


Learn more
Please feel free to call +45 39 29 35 30 or e-mail and learn more about our solutions, case stories and what we can do for you.