Summary Of Service Charges; Self Help Solutions; Checking The Knowledge Base - Mitel MiVoice Business Troubleshooting Manual

Troubleshooting Guide

SUMMARY OF SERVICE CHARGES

PRODUCTS
Current (all software
releases currently on
Price List, excluding
spares)
Discontinued (not on
Price List)
Discontinued
(not supported)

SELF HELP SOLUTIONS

CHECKING THE KNOWLEDGE BASE

The Knowledge Base is your source for product information covering a large range of technical
support methods. All new Technical Bulletins (TBs), Release Notes (RNs), How to Guides and
Troubleshooting guides will be posted in the Knowledge Base. Access to the Knowledge Base
is given with access to MOL.
To access the Knowledge Base:
1. Log into Mitel OnLine.
2. From Mitel OnLine, click Technical and then click Knowledge Base.
3. Select the product name (for example, 3300 Integrated Communications Platform).
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Table 1: Service Charges
FREE SUPPORT WITH
SUBSCRIPTION TO MITEL TSN
• Access to Mitel OnLine
• Over the phone technical consultation
for product and release certified
technicians during normal business
hours
• Online Service Desk (OSD), view and
update support tickets
• After hours emergency consultation
for certified technicians (see
"Emergency Calls are Not Charged"
on page 20 for details)
• Technical consultation as a result of
documented Mitel product defects
(DPARs).
• E-mail notification of all new updated
technical support documents
• Access to the Knowledge Base
• Access to the Knowledge Base
• Access to the Knowledge Base
CHARGEABLE SUPPORT (USE TC
CREDITS TO PURCHASE)
• Over the phone technical consultation
for product certified technicians
during normal business hours
(1 credit / hr / incident)
• After hours support for non-critical
situations (1.5 credit / hr / incident)
• System access / system password
reset, other special services (3 credits
flat rate -- some conditions apply)
Note: Telephone support will not be
provided to technicians without
certification in the subject product.
• Over the Phone tech consultation
during normal business hours
(1 credit / hr / incident)
• After hours support for non-critical
situations (1.5 credits / hr / incident)
There will be no telephone support for
these products.
In the event a system is totally out of
service we will provide best effort
support at a charge of 5 credits / hr.