Mitel Connect 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.
|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.
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|
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