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:

 

SBK service desk

514-667-0807 /1-855-667-0691 

cec@sbktelecom.com

1st level of response 

* 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

2 nd LEVEL OF ESCALATION

(after 1 hour of outage) 

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

3rd LEVEL OF ESCALATION

(after 2 hours of outage)

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.

Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Please sign in to leave a comment.