Mitel Total Care

The service portal of Mitel enables you to request and track services e. g. via incident service tickets. Lists of open and closed incident tickets are available; incident tickets can be modified. In addition, access to self-help knowledge (knowledge management) and service applications as well as operating instructions (e. g. product manuals) is provided by the service portal. The Mitel service portal is available 24x7.

The call desk functions as a Single Point of Contact (SPOC) for all contractually agreed services (standard service requests and incidents) and is available 24x7. The call desk validates your entitlement for incident reports and standard service requests. Incident reports are prioritized and forwarded to the responsible service organization.

The 1st level support is responsible for the remote resolution of an incident and/or service request related to the contracted or non-contracted (billable) products and services. If a remote resolution is not possible, the incident or service request is either forwarded to the dedicated service support group or to a field service delivery unit (if contractually agreed). 2nd level support is responsible for the provision of incident / problem resolution which are related to the contracted or noncontracted (billable) products and services. Where the resolution is not possible, the problem is forwarded to the appropriate 3rd level support (global vendor support). 3rd level support is responsible for problem ticket investigation and the development of a solution related to the products and services.

Spare parts delivery service provides replacement parts of defective materials or telephones with contracted delivery times to your locations. 

Onsite repair service is responsible for the onsite resolution of an incident which is related to the contracted products and services (e. g. in combination with spare parts delivery service). 

The following options are available: 

Remote Moves, Adds and Changes – provides minor software configuration changes such as adding, amending or deleting use profiles etc. 

Restoration Service Level – offering a time to restore service level objective.

OpenScape Software Assurance provides access to the latest software updates, including security updates and bug fix as well as new version upgrade licenses. It helps you: 

• Maintain and protect your communication and collaboration software investments
• Improve your budget planning for upgrades necessary to maintain your software at a supported release
• Keep your UCC software applications performing as expected