User guide

General Information Guide
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• Emergency support on weekends and holidays from 8:00 am to 10:00 pm ET
• Priority support and escalation
• Emergency after-hours support 24 hours a day, 7 days a week, 365 days a year
Graduated discount with the purchase of multiple service and support
agreements
Mitel offers a discount on the purchase of extended service and support when you purchase
two or more years of extended service and support at a time.
“Pay per incident” support
Customers who do not want to purchase extended service and support can purchase “pay per
incident” support, which means they pay each time they need technical support. If they need
support only once, they only pay once. Pay per incident support does not include software
upgrades. If a software upgrade is required to address an issue, the customer will need to
purchase extended service and support.
Contact Center Solutions extended service and support re-enlist penalty
Customers who want to purchase service and support, but whose warranty expired more than
90 days ago, will be charged a re-enlist administration fee in addition to the service and support
fee. Customers can re-enlist for up to two years from the date their warranty expires. After two
years, customers who want service and support must re-purchase the product.
Extended Service and Support - Business to Enterprise upgrade
When companies upgrade from Contact Center Business Edition to Contact Center Enterprise
Edition, both the renewal date and the level of the existing Extended Service and Support are
transferred to the new Contact Center Enterprise Edition software. For example, if your Contact
Center Business Edition with Premium coverage has an expiry date of January 15, 2013, when
you upgrade to Contact Center Enterprise Edition, the Contact Center Enterprise Edition
Extended Service and Support renewal date remains January 15, 2013 with Premium coverage.
You need to purchase Extended Service and Support Premium coverage for any additional
software you purchase after the upgrade. All products you purchase have one year of Standard
service and support coverage included.
Europe, the Middle East, and Africa Extended Upgrade
The Contact Center Solutions Extended Upgrade package is available for Europe, the Middle
East, and Africa.
The Contact Center Solutions applications include an initial 12-month service and support
agreement. After this initial coverage expires, customers can purchase renewable, extended
upgrade service and support.