Making A Support Call; What Are Normal Business Hours - Mitel MiVoice Business 3300 ICP Troubleshooting Manual

Question
Can you obtain an IP
Phone Analysis (IPA) for
the phone in question?
•

Making a Support Call

•

What are Normal Business Hours?

• What are After-Hours Calls?
• Emergency Calls are Not Charged
1.5.1 Making a Support Call
1. Ensure that you have collected as much information as possible (see
Product Support
2. If possible, establish local or remote access to the system (for example, the 3300
System Administration Tool) that you require support for before you call.
3. Call Mitel Technical Support:
• If you are in North America, you can reach Technical Support at 1800-722-1301 or
1613-592-2122.
• If you are in any other region, contact your local regional support service. For
regional contact information, follow the below steps:
a. Login to MiACCESS.
b. Navigate to InfoChannel from the left panel. A new tab is displayed.
c. Select Mitel - Worldwide from the drop-down options.
d. Scroll down and navigate to Services and Support > Support Services >
Technical Support. A list of Technical Support documents will be displayed on
the screen.
e. Click Contacting Mitel Technical Support.
4.
Describe the nature of the problem to the technician.
5. Record your problem ticket information.
1.5.2 What are Normal Business Hours?
• 8:30 am EST to 5:00 pm LOCAL time (local to North American customer site), Monday
to Friday, excluding public holidays.
Document Version 1.0
Troubleshooting Guide
Answer
on page 18
on page 18
on page 19
on page 19
on page 10).
Comment
IPA provides crucial
information about how the
phone is reacting.
Accessing
Introduction
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