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Community Member

SBCS Support - help needed?

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.

Anyone?

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Cisco Employee

Re: SBCS Support - help needed?

The service description of the Small Business Pro Rapid Replacement Service is located at www.cisco.com/go/servicedescriptions. Or the direct link is http://www.cisco.com/web/about/doing_business/legal/docs/Cisco_Small_Business_Pro_Services.pdf.  

10 REPLIES
Community Member

Re: SBCS Support - help needed?

Do you have an active case with the SBSC?

can you e-mail me directly, I am on the UC team here at SBSC and have been available for calls all day long, no wait time

davdunla@cisco.com

Have a great day

Community Member

Re: SBCS Support - help needed?

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.

Community Member

Re: SBCS Support - help needed?

Michael,

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

Have a great day :)

Community Member

Re: SBCS Support - help needed?

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?

Community Member

Re: SBCS Support - help needed?

24 x 7 x 4 = 24 hours a day, 7 days a week, 4 hour RMA

Community Member

Re: SBCS Support - help needed?

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.

Community Member

Re: SBCS Support - help needed?

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

Marcos

Community Member

Re: SBCS Support - help needed?

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.

Cisco Employee

Re: SBCS Support - help needed?

The service description of the Small Business Pro Rapid Replacement Service is located at www.cisco.com/go/servicedescriptions. Or the direct link is http://www.cisco.com/web/about/doing_business/legal/docs/Cisco_Small_Business_Pro_Services.pdf.  

Community Member

Re: SBCS Support - help needed?

That is what I was looking for - thank you.

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