SBCS Support - help needed?

Answered Question
May 5th, 2010

For the last 4 days I have been having significant hold times (over an hour every call) getting anyone in the SBCS support team to respond or even return my call back pleas. Does anyone know if there is a way to submit a case online? Even my little company allows for online and email cases to be created....

Also, is anyone working at the SBCS UC support team? No one seems to be able to take a call or return it on that team. They sure won't take an emailed or online case entry, but love hiding behind email when they don't want to call you.


I have this problem too.
0 votes
Correct Answer by Dan Nakamura about 6 years 5 months ago

The service description of the Small Business Pro Rapid Replacement Service is located at Or the direct link is  

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Overall Rating: 5 (1 ratings)
MICHAEL JOHNSON Wed, 05/05/2010 - 09:23

That bullshit. I've been on hold for 6 plus minutes now to the 866-606-1866 number. I love the "all voice engineers are busy" message. I also tried chatting via the link on this site. I got disconnected when the foreign rep tried to transfer me to the US. That made me even happier.

daviddun Wed, 05/05/2010 - 09:48


Glad I was able to get involved and work with on your issue.

Have a great day :)

MICHAEL JOHNSON Wed, 05/05/2010 - 10:41

If I have purchased SBCS4 contract - 24x7x4, what does the 4 hour relate to? Is it only 4 hours for product replacement or is the 4 hours for support response?

MICHAEL JOHNSON Wed, 05/05/2010 - 11:56

So is there any web link or post that outlines the expect response time from the SBCS team? Being a partner, I need to make sure I represent realistic expectations to the client.

For example a choppy CUE situation: I need to be able to tell the client that if this occurs it could be 4 to 5 days before the fix can be implemented.

Marcos Hernandez Thu, 05/06/2010 - 07:52

The Support Contract presentation on PEC should cover the details of the service.


MICHAEL JOHNSON Thu, 05/06/2010 - 10:48

Thanks, but I'm looking for more legal text that I can provide to a client. I presentation is not quite what I am looking to provide a client.