What Services Are Available - Mitel MiVoice Business 3300 ICP Troubleshooting Manual

Note:
Online Service Desk (OSD) response time is three business days. The OSD should
not be used to obtain emergency support services.
•

What Services are Available

• What Products are Supported
• Registering for Services
1.3.1 What Services are Available
• Mitel Knowledge Base: provides access through the Mitel Online website to the
latest product information. The Knowledge base provides
• Technical Bulletins (TBs): Provide information on the installation and service of Mitel
products. TBs are issued to introduce new software support tools, provide support
information on discontinued products, identify product issues and describe TSN
program policies.TBs are published when required.
• How to Articles:Provide information on proper programming of features and
applications
• Troubleshooting Articles: Provide troubleshooting procedures to help identify and
solve issues.
• Known Product Issues: Describe product issues that are known by Mitel and are in
the process of being resolved.
• Release Notes (RNs): Provide software upgrade procedures, describe
documentation and hardware requirements, summarize the new enhancements in
a release, identify improvements that have been made in the product in response
to customer reported issues, and include last-minute product changes that are not
described in the latest documentation. RNs are published for each new software
release.
• Standard telephone support: Allows certified channel partner technicians to consult
Mitel Network's Technical Support Specialists on current products during normal
business hours. For details see
• After-hours emergency telephone support: Outside of normal business hours,
certified technicians can consult with a Technical Support Specialist or a Support
Manager for assistance with resolving an emergency situation or with restoring service
for an essential services site. See
Online Service Desk (OSD): Allows you to view the status of your active Technical
•
Support Tickets and your technical credit statement. Whenever changes are submitted
against your account, you will be sent a confirmation email.To register for OSD
Document Version 1.0
Troubleshooting Guide
on page 6
on page 7
on page 8
Making a Support
What are After-Hours Calls?
Call.
for details.
Introduction
6