SBSmigration.com

Obtain Support

Free Discussion Forum Support

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Choose: Get Support or use the Forums

SBSmigration.com offers Free Peer-to-Peer Discussions.

(Free) Peer Level Discussion Forums
Single issue/topic resolution discussions, basic troubleshooting advice or task clarifications
Our support staff actively participates

Excellent discussion history for common issues, troubleshooting of single issue questions, includes optional direct email alerts of replies.

1:1 Expert Project Support via Webmail

Chose from two levels of SBSmigration.com standard support.

1:1 Expert Project Support Case
Priority Managed Support Cases: end-to-end tracking, private for any questions in scope to complete one entire project in 90 days.
Includes detailed diagnostic assistance or log analysis

Consistent support communication via the website also includes optional direct email alerts of replies.

Pre-Sales or to arrange payment for Premium Support or Consulting

SBSmigration.com provides escallated support by telephone with hourly rates, 2hr minimum.

For telephone support escalation and all Premium Support options, you may email or use the phone to arrange pre-payment terms necessary to initiate telephone or remote access support services.

Voicemail support requests are not a higher priority contact than forum discussions or support cases, actually it’s the opposite. Opening a support case from the website is the fastest way to obtain support.

Availability

Business Support Hours

Normal weekday business hours are (GMT-6) USA Central Time 8 am to 6 pm.
Weekend and holiday coverage is provided as a courtesy at whatever level is available, but not with a committed time or schedule.

Outside Business Support Hours

You may anticipate that 7 days a week support emails are periodically reviewed on a best effort basis.
Night and holiday monitoring of the support queue is primarily to identify crisis conditions needing escalation. As a courtesy, all support cases and discussion forum issues that can be handled in a timely manner at that time will also be addressed.

Support FAQ's

Why is webmail support the standard level of support as opposed to phone support?

Over 95% of all customer support is delivered as email support even though we have always offered an option for telephone support on an hourly basis at a very low cost. For someone who truly wants to have telephone support we do offer you that option.

Will Telephone Support (Fee Based) generally be a faster response?

If it's possible to answer the phone when it rings, that's what happens. But if it's possible to reply to an email as fast as it arrives, that's what happens too. If a queue develops of emails and voicemails to respond to, they are generally handled in the order they arrived or by priority of need identified in the email.

What is available as Telephone Support (Fee Based)?

Other than for pre-sales questions that may be handled by phone, all standard support directly from SBSmigration.com is by email if you are using the “unlimited email support” that comes with your Technician Kit. That scope doesn’t include phone support, but you can escalate to paid phone support if you wish.

What is the normal Support Email Response Turnaround?

Our normal weekday business hours are the period you are likely to get the fastest response to an email, perhaps even immediately. About 80% of the emails that arrive in that period will get a reply in under an hour, frequently faster than that.

Is help available for End-Users and Business Owners?

SBSmigration.com will support our customers, and that includes if our customer isn't an IT Pro, rather is either an end-user or business owner who is doing self-support without an IT Pro involved for a project or the related services.

Support Pricing

Free Discussion Forums – Your active account provides you with access to use our forums for peer discussions. This is primarily an option oriented toward subscribers who can use this as a simple and low cost support approach rather than with direct support.

Discussion Forums 24x7 Worldwide Moderated Support Peer Discussion		Peer Discussion Forums (Monitored/Managed) The most authoritative research, troubleshooting and discussion resource on Swing Migration is available 24x7 worldwide Free to all customers with an active account	No Cost
	Free for Active Accounts – Monitored Discussion & Low-Priority Support Unlimited use for discussion, research and troubleshooting SBSmigration.com monitors and manages discussions on a routine basis. Questions in the forum directed to the moderator are a lower priority than direct support or premium support options.

Standard Support – First Project support as well as the option to obtain 90 days unlimited webmail support for any project are available within the 1:1 Expert Project Support options.

1:1 Expert Project Support 90 days Direct Webmail Support Unlimited for one full project Scope is the project reference		Unlimited Direct Webmail Support 95% of all support cases are successfully completed with this support method Unlimited support on one project for 90 days	Full Project
	Bundle Product Support Case – One “Support Credit” included Technician Kit Technician Kit Professional Duet TechPro Subscription Bundle		Included in a bundle
	1:1 Expert Project Support – Purchase a “Support Credit” separately A project support case can be opened on any project at any stage of progress. This can also be a good option for a project which is initiated as a disaster recovery. A Swing Migration that begins as a disaster recovery includes the DR work within the scope of email based support.		$120 per project

Premium Support– We do offer expanded support options that are fee based and intended to address crisis escalation or pre-arranged out of scope consulting.

Expanded Scope Project Consulting – You may have issues you want advice on that go beyond the scope of our project reference, and that’s not a problem. If we identify something in a pre-sales discussion that you need help with and we can provide some skill and experience to see you through it, that’s easy to arrange on a fee basis. This is intended to be wrap-around support, filling in gaps in a migration project.

Premium Support Scope Telephone Support Remote Access Out of Scope Consulting		Prepaid with 2 hr. minimum Applicable hourly rate Subject to availability Billing in 20 minute minimum increments May require advanced scheduling	2 hour Minimum
	Standard-Priority Live Response – Business Weekday Hours Voicemail and call back, not higher priority than email, typically applies to out of scope issues. Engagement may be delayed to non-peak times		$120/hr
	Priority Support – Business Weekday Hours Top-of Queue call back or maintain an open conference line		$180/hr
	Priority Support – Non-Business Hours Schedule Conference for fixed-time blocks for committed support on call Pre-arrangement 72 hrs in advance suggested for committed support Business Down Crisis Support (if available)		$180/hr

Premium Support

Premium Support & Consulting

Telephone and Remote Access Support – We do offer expanded support options that are fee based and intended to address crisis escalation or pre-arranged out of scope consulting.
Project Consulting – You may have issues you want advice on that go beyond the scope of our project reference, and that’s not a problem. If we identify something in a pre-sales discussion that you need help with and we can provide some skill and experience to see you through it, that’s easy to arrange on a fee basis. This is intended to be wrap-around support, filling in gaps in a migration project.

How do I arrange for Consulting?

You can use our free pre-sales support line or an email giving a description of the “project scope” and your needs.

Interesting fact: About 50% of the people who express an interest to buy paid consulting are pleasantly surprised to realize they don’t actually need it. It’s very common that with just an email reply or short conversation we can identify the bulk of issues that you may be concerned about either with existing information in our documentation or simple directions to resource you can use.

Strategic and Wrap-Around Project Consulting

SBSmigration.com can provide value-added consulting to IT Pros in situations where the project you have is not just a migration process like what we have outlined, but rather it includes additional scope, and therefore additional risks or complications we can help you with.

You can contact us in advance for Strategic Consulting in planning your project, or engage us for extended support during the project. Extended support could include real-time support via voice communications, remote access to the site, or even standby reservations for support if that's appropriate to ensure your project success guidelines.

How to Obtain Support