Direct access to our service desk for Telephony Service and Network Management Service takes immediate action when the call is answered. The service desk takes immediate action when we receive a support call from a customer. The on-site technical advisor are able to take control of the situation from the moment they open a file in our ticketing system. If an escalation is required, please follow the below procedure:
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SBK service desk |
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514-667-0807 /1-855-667-0691 cec@sbktelecom.com |
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1st level of response |
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* For any emergency you must call our SBK Voice support line! emails are not considered an emergency: SBK Technical advisor at 514-667-0807 Business hours 8am 6pm: The technical advisor is available for direct answer Off business hours: The technical advisor will acknowledge the call within 15 minutes Email 8am 6pm: The technical advisor will acknowledge the email within 120 minutes Email Off Business hours: The technical advisor will acknowledge the email before 10 am |
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2 nd LEVEL OF ESCALATION (after 1 hour of outage) |
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VP Opérations Daniel Fortin Emergency #: 438-338-2131 Mobile : 514-690-2507 Between 23H and 7H please call twice to bypass the night mode of cell |
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3rd LEVEL OF ESCALATION (after 2 hours of outage) |
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Président Alexandre Champagne Emergency #: 438-338-2131 Mobile : 514-815-8859 Between 23H and 7H please call twice to bypass the night mode of cell |
* Regular maintenance : SBK will let the customer know 48 hours in advance all regular scheduled maintenance.
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