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Dedicated to optimizing your deployment from discovery to delivery to management

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Mitel's 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.

    Contact your authorized Mitel reseller to learn more about available options.

Enterprise support advantage
    Enterprise Support Advantage offers premium, high touch Mitel support services and in-depth technical expertise for priority support and proactive system optimization. Services are ideally suited for organizations operating large, complex or multinational environments.
     
    Available in Core and Plus versions, Enterprise Support Advantage includes a designated Technical Account Manager (TAM) who will serve as your internal Mitel champion, technical expert and single point of contact for support. With your TAM at your side, you’ll receive priority support escalations, ongoing system planning and optimization, and quarterly support reviews. Optional architecture validation, annual health checks and system innovation planning are available with Enterprise Support Advantage.
     
     
    Contact your authorized Mitel reseller to learn more about available options.

     

Quarterly TAM Program

Our Quarterly TAM Program helps drive system stability for your Mitel solution and your organization’s supporting network environment through a comprehensive technical consulting engagement. The 90 day program includes a system and network services assessment with a resulting Health Check Report and Network Services Findings Report, technical consultation on your Mitel deployment and an optional onsite visit. This offering can also be converted into a yearly Enterprise Support Advantage agreement for ongoing support.
 
 
Contact your authorized Mitel reseller to learn more about available options.

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.

Solutions

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.
 
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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