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Mitel Support

Our Team Excels in Mitel Connect Support

We don’t outsource our technical engineering services. We ensure our Technical Assistance Center (TAC) staff is up to date with their training and certifications. Our Engineers are fully certified with Mitel Connect and have CCNA or higher network certifications. Each member of our TAC team has 5+ years of experience with Mitel Connect solutions and some of them are the former Mitel support engineers.

Thanks to the high level of experience and expertise with Mitel Connect solutions, we keep the highest ticket resolution rate among existing Mitel Connect Support Partners. 94% of the tickets we process are being resolved by our team without an escalation to the Mitel Support department.

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MiVoice & MiCloud Connect

Technical How-To Blog

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Free assistance provided for any carrier related issues	X
10% reduction on any Professional Services project pricing	X
Mitel Connect E911 Software is monitored and updated when required	X
Mitel Connect System Event Filters are set to pro-actively alert you of any system issues	X
Access to free Online Web Based training tailored specifically to your administration needs	X
Access to free Online full day system administration training classes (1 per quarter)	X
Annual Mitel Connect System Health Check	X
Staffed Network Engineers available	CCNA or higher certifications
A dedicated Management Sponsor for direct access, on any requirements	X
A dedicated Sales Engineering and CX representative resource for assistance on any technical or non-technical items	X
Remote support to the Client Single Point of Contact (SPOC)	X
Priority queuing of service requests for non-critical service	X
24/7/365 response to emergency issues	Guaranteed 1 Hour response time
Defective Hardware is Advanced Replaces at no charge	Except for phones
Access to Mitel Connect Software for Upgrades Full Release and Feature Release	X
Annual Mitel Connect Single Release Upgrades at no additional labor charge (for customers with support contracts over $8,000 in annual billing)	X
Live Answer Staffed Technical Assistance Center	7 AM to 9 PM EST daily

Tier 1 Support Level:

The first line of direct customer support, addressing basic customer issues. Moves, Adds and Changes (MAC) is also handled at this level. General inquiries, non-technical questions, basic procedural “how-to” questions are quite common as examples of work performed at this tier.

Tier 2 Support Level:

Involves in-depth technical knowledge and is staffed by technicians who have troubleshooting capabilities beyond the Tier1 employees. Escalations to Tier 2 are often characterized by software defects and issues that require multiple cross-functional teams to troubleshoot.

Tier 3 Support Level:

Requires the highest level of technical expertise and addresses the most complex technical problems and customer issues. Tier 3 issues are handled by Systems and Network Engineers and may require multiple interactions with the customer or manufacturer before the issue is ultimately resolved.

Management:

LANtelligence Management is always monitoring all TAC cases and is stepping up when the situation requires a management intervention for proper escalation.

LANtelligence Priority Level	Business Hours Response Time	After Hours Response Time
P1 System Down	Immediate	1 Hour(Average 10 min response time)
P2 Significant Outage	Immediate	1 Hour (Average 10 min response time)
P3 Feature Issue	During Business Hours: 24 Hours	Next Day
P4 Move, Add, Change	24 Hours	Next Day
P5 Question	24 Hours	Next Day

Recent Blog Posts

Grabbing Call GUIDs on Mitel Connect

Every call on the Mitel system generates unique call identifiers called GUIDs to trace back issues that may be related to issues occurring on the user's desktop. Mitel and LANtelligence wi...

Music On Hold in MiVoice Connect

Step by step video instruction for adding in file-based music on hold is easy in Mitel Connect. ...

How to create a conference call in Mitel Connect

Step by step video instruction for setting up a meeting in Mitel Connect...

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