No, the Small Business Rapid Response contract does not have that option. To my knowledge, there are no Small Business contracts that offer an on-site technician. That is an Enterprise level service only.
Anything to do with the UC-500 series of systems is always covered on the Small Business Unit and does not get the same level as enterprise coverage.
I would highly recommend that you engage a reputable Cisco Partner and one who has deployed many UC-500's and understands all their quirks and known issues, and also has a proven track record of upgrade processes and recovery procedures if things go wrong.
How would you do that you ask??
Well like I tell all former clients who call me up to come and do work for them, and I am not really inclined to do it at the moment.. Interview them, make it like they are going for a job you advertised and grilled them and if they really want your business they will treat it with the proper respect and courtesy and answer you properly, also ask them for reference sites where you can speak with the client and get a gauge from them.
I say to do this as I have learnt over the years that the CUE side of the UC-500 is the most dangerous side for things to go wrong, and when it does, in most cases it is an epic failure and one to cause you many gray hairs and potential loss of it (I am living, walking, breathing evidence of that happening LOL). You need to make sure you have someone onboard that is competent to manage the process end to end for you
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