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Optimizing your phone service from discovery to delivery to management

Manage

Mitel support programs are designed to meet the needs of both our customers and our Resellers. Our Support programs go beyond standard warranty and are available in single or multiyear agreements. They are backed by our Technical Assistance Center and feature expedited equipment replacement and complete access to all software upgrades.

Our advanced services provide expert assistance for special analysis or ongoing services. Life can be complex, even with a brilliantly simple Mitel system at the heart of your unified communications. Our advanced services help keep it simple.

Enterprise Support
    Our Enterprise Support Program is designed for customers who wish to have a direct service relationship with Mitel.

    The base service includes support directly from Mitel, unlimited calls or chat for remote technical support, software updates, hardware replacement options, Web based administrator training and Web based end-user training, as well as access to online support resources and tools. Options are also available for hardware replacement, ranging from next day service to 4-hour replacement in some regions.

Partner support
    Our Partner Support Program is designed for customers who need a service program that covers all systems and infrastructure, and is well suited to those with minimal IT resources. Available exclusively from your Mitel reseller, the program ensures a consistently high level of customer satisfaction by combining local hands-on support from your reseller with backup and escalation resources directly from Mitel.

    Contact your authorized Mitel reseller partner to learn more about available options.
Network Services Portfolio: Network Diagnostics

Mitel Network Diagnostics Services provide a Data Network Root Cause Analysis on a customer's data network using all necessary tools and resources available. The completed Data Network Root Cause Analysis provides specific and actionable recommendations that can be used by the customer, partner, or the Mitel Network Delivery offering to resolve issues. This service is applicable for existing customer site deployments.
 
Network Diagnostics Overview
  • Active testing across data network with simulated or actual VoIP traffic
  • Identify data networking equipment that needs to be replaced, reconfigured or upgraded to support Mitel VoIP installation
  • Verify network architecture and/or configurations for proper design and Quality of Service requirements
  • Test private WAN connections (e.g. carrier provided MPLS) in multi-site environment for proper QoS configuration and performance across carrier network
  • Provides comprehensive analysis with recommendations for configuration enhancements to resolve identified problem(s)
  • If the problem is identified to be a Mitel issue, no charges will be incurred
  • Travel and Expense for one site included.  Custom T&E quotes are available for multiple on-site services (i.e. On-site Support Only)
  • Offered as a Remote or On-site Mitel Service

Exclusions
Remediation services, Mitel will not make changes to customer data network.

Maintain

Sometimes your business demands more than just maintenance and support. Mitel Advanced Services are designed to ensure you get most from your Brilliantly Simple solution, even when your environment is complex, competitive and changing. 

Mitel offers a variety of different services designed to provide additional value and assistance when and where you need it.

Enterprise Support Advantage

IT organizations are under intense pressure to operate their communication solution at peak efficiency and minimize downtime, while being challenged to keep up with dramatic technological innovations and meeting the ever-changing communication needs of their global organizations. Mitel’s Enterprise Support Advantage program delivers proactive, high-touch and personalized technical, operational and maintenance support services that help our customers maximize their investment in the Mitel solution, enhance their operational efficiency and resolve system issues quickly.
 
Healthchecks
Healthchecks for your Unified Communication system and Contact Center system deliver detailed and actionable reports on your use of Mitel Systems. These are one-time services, designed to periodically step back from the ad hoc, everyday adjustments and take a look at your overall use of your Mitel system. You get an evaluation by an expert with a comparison to industry norms and best practices, coupled with recommendations.
 
Technical Support
Your Mitel UC system has been designed from the ground up for management ease. And that includes getting the hands-on help you need, when you need it.
 
If you have technical support questions that can’t be addressed by your Mitel authorized partner, please call our Technical Support team.

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