--- title: Resolving PBX Issues with Remote Support and On‑Site Visits description: "Resolve Cloud PBX issues: start with remote support, request and confirm on-site visits, and enroll in an SLA for prioritized follow-up." --- [Skip to content](https://knowledgebase.unitedbusiness.co.za/resolving-pbx-issues-with-remote-support-and-on-site-visits#main-content) English Show submenu for translations [Customer portal](https://knowledgebase.unitedbusiness.co.za/tickets-view?hsLang=en) ![White Logo white background.png\]](https://knowledgebase.unitedbusiness.co.za/hs-fs/hubfs/Images/White%20Logo%20white%20background.png?height=40&name=White%20Logo%20white%20background.png) - [Default HubSpot Blog](https://knowledgebase.unitedbusiness.co.za/blog) - Test Open main navigation Close main navigation - [Default HubSpot Blog](https://knowledgebase.unitedbusiness.co.za/blog) - Test - English Show submenu for translations - [Customer portal](https://knowledgebase.unitedbusiness.co.za/tickets-view) - Visit Our Website Visit Our Website Search our Knowledge Base - There are no suggestions because the search field is empty. 1. [Help Centre](https://knowledgebase.unitedbusiness.co.za/?hsLang=en) 2. [Phones, VoIP & Data](https://knowledgebase.unitedbusiness.co.za/phones-voip-data?hsLang=en) October 12, 2026 # Resolving PBX Issues with Remote Support and On‑Site Visits Summary: This article explains how to resolve ongoing technical issues and ensure timely communication and follow-up using remote support, on-site visits, and service level agreements (SLAs). How can we initiate resolution for an ongoing technical issue? Start by contacting support and requesting remote troubleshooting. Remote support is the primary method for resolving Cloud PBX issues and is designed to provide prompt fixes without an on-site visit. How can we request an on-site visit when remote support cannot resolve the issue? If remote support cannot restore service, request a technician site visit. An on-site visit can be scheduled and may be chargeable orprovided at no charge for specific incidents when approved by the provider. Steps: 1. Contact support at support@unitedbusiness.co.za and describe the operational issue clearly. 2. Allow remote troubleshooting first. 3. If unresolved, request escalation to a field technician and confirm whether the visit is chargeable or approved as complimentary. 4. Confirm the exact time and date for the technician’s arrival. How can we ensure timely communication and follow-up during the repair process? Establish clear expectations during initial contact and ask for scheduled arrival times for any site visit. Practical actions: - Ask support to confirm technician arrival day and time when an on-site visit is approved. - Request proactive updates if the technician’s arrival or work plan changes. - Keep a single point of contact available at the site to receive technician calls or messages. How can an SLA improve response and follow-up for recurring or critical issues? An SLA provides guaranteed priority and repeat site-visit coverage for persistent problems. Enrolling in an SLA is the recommended way to ensure the most prompt and efficient service for repeat or critical site visits. Troubleshooting tips for coordinating repairs - Permit remote access/troubleshooting during the initial contact to speed diagnosis. - Confirm whether a specific visit has been approved as complimentary to avoid surprises. - Schedule on-site visits for times when a site contact is available to meet the technician. Conclusion: Use remote support first for faster resolution, request and confirm on-site visits when needed, and enroll in an SLA to guarantee prompt, prioritized follow-up and repeat site-visit coverage. - [Phones, VoIP & Data](https://knowledgebase.unitedbusiness.co.za/phones-voip-data?hsLang=en#main-content) - [Number Porting](https://knowledgebase.unitedbusiness.co.za/phones-voip-data?hsLang=en#number-porting) - [Data](https://knowledgebase.unitedbusiness.co.za/phones-voip-data?hsLang=en#data) - [General](https://knowledgebase.unitedbusiness.co.za/phones-voip-data?hsLang=en#general) - [United Voice Cloud](https://knowledgebase.unitedbusiness.co.za/phones-voip-data?hsLang=en#united-voice-cloud) - [Printers & Copiers](https://knowledgebase.unitedbusiness.co.za/printers-copiers?hsLang=en#main-content) - [Service Calls](https://knowledgebase.unitedbusiness.co.za/printers-copiers?hsLang=en#service-calls) - [CCTV & Access Control](https://knowledgebase.unitedbusiness.co.za/cctv-access-control?hsLang=en) - [Accounts & Billing](https://knowledgebase.unitedbusiness.co.za/accounts-billing?hsLang=en#main-content) - [United Voice](https://knowledgebase.unitedbusiness.co.za/accounts-billing?hsLang=en#united-voice) - [Sales Account Management](https://knowledgebase.unitedbusiness.co.za/accounts-billing?hsLang=en#sales-account-management) - [Orders & Quotes](https://knowledgebase.unitedbusiness.co.za/orders-quotes?hsLang=en) - [Default HubSpot Blog](https://knowledgebase.unitedbusiness.co.za/blog) - Test [![Chill listening crop-3](https://knowledgebase.unitedbusiness.co.za/hs-fs/hubfs/Images/UBS%20Red%20Logo.png?width=125&height=39&name=UBS%20Red%20Logo.png "Chill listening crop-3")](https://www.unitedbusiness.co.za/) Copyright © 2021 United Business Solutions Copyright © 2026, United Business Solutions