Glenn is correct the SBSC is the place to go, the technician there should have escalated the case to his/her next level of support or diagnosed the problem and then escalated the case.
Please take the effort to call the Small Business support Center back again, and open a case or re-open the old case number and this time ask the technician to escalate the case if they can't get you the software.
If you run into any issue, as a Systems Engineer at cisco I am happy to facilitate the necessary support you require.
If you need my assistance send your open case number to me with your contact details.
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