CMB Support Solutions Desk

Leverage CMB’s SSD (Support Solution Desk) for all of your Advanced Unified Communication needs. Whether it is a break fix issue, MAC (move, add, change) or network failure, CMB’s SSD is available to you 24 hours a day 7 days a week. The SSD can be reached via email at support@cmbtec.com or via phone at 508.422.8429.

The process is easy. If you experience a failure or disruption in service, call CMB’s SSD first. We will troubleshoot the issue with your on-site personnel, perform remote diagnostics when appropriate, and escalate your issue to the right support group within the technology manufacturer if repair or replacement is necessary.

Upon receipt of the request. CMB will open a case and assign this case to a qualified engineer. CMB SSD is managed by professional service coordinators, routing your request to the best qualified engineer for the issue at hand and the best available engineer. A case number will be sent identifying the description of the issue to the requestor. SSD engineers will continue to update the case with specific troubleshooting information, MAC details, as well as a formulated solution. SSD can provide reports of every case opened by your organization detailing the time spent on the case and the resolution for the issue. CMB’s SSD is a great way to augment your existing support staff and ensure the best response possible to your end users.

CMB’s SSD will respond to your network as defined by your Service Agreement. CMB offers a standard T&M agreement or a Service Level Agreement. Depending on your organizations response needs the choice is yours to choose between the agreements. CMB also offers several billing methods such as hourly rates, blocks of hours, or monthly retainers. Both agreements outline all of the technologies supported by CMB and our escalation procedures. Below are links to both our T&M service agreement and our Service Level agreement. Please feel free to contact us for further information.