What Are After-Hours Calls; Emergency Calls Are Not Charged - Mitel MiVoice Business 3300 ICP Troubleshooting Manual

Introduction

1.5.3 What are After-Hours Calls?

• Calls originating outside normal business hours (See the TSN Guide for details).
• For example, for customers in the Eastern Time Zone, "after-hours" is defined as 5:00
pm to 8:30 am Monday to Friday, and all day Saturday and Sunday.
CAUTION:
Mitel Technical Support will not provide password resets or changes to system
options during after-hours support.
Note:
After hours calls are charged at a higher rate.

1.5.4 Emergency Calls are Not Charged

If a technician is certified on the current product, phone consultation support is free for
emergency calls. However, if a technician is not certified, emergency calls are charged at
a higher rate per hour per incident.
The following situations are considered valid emergency calls
• Loss of redundancy in essential environments (see
Environments)
• Loss of essential services (see
Note:
A Mitel technical support technician will consult their manager if there is a
disagreement as to whether a call should be considered an emergency after-hours
call.
Definition of Essential Environments
19
Definition of Essential
Definition of Loss of Essential Services)
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Troubleshooting Guide