Troubleshooting guide

Introduction
9
Before you can become a registered user, you must purchase a minimum of five technical
consultation credits. Your technical consultation credits can be used to purchase telephone
support (standard and emergency).
Registering for Services
To register for access to TSN services
1. Complete a Technical Consultation Order form and fax the form to Mitel Customer Services
at 613-591-2308.
2. After the Mitel Customer Services receives your purchase order, we will fax a Technical
Support Identification (TSID) code to the fax number that you included with your order form.
3. Distribute the TSID code to staff who require access to TSN services, including staff that
may need to call Mitel Technical Support.
4. Instruct your staff to obtain a Mitel OnLine username and password by submitting a request
online. All requests are confirmed with the designated channel partner. After a request is
confirmed, a username and password is e-mailed to the individual.
5. Instruct your staff to register for the Online Service Desk. From Mitel OnLine, click Technical
Support, then click Online Service Desk under Related Links. Complete and submit the
form. Registrations will be processed within 2 business days (a return e-mail will confirm
activation).
What Services are Available?
• Mitel Knowledge Base: provides access through the Mitel Online website to the latest
product information. The Knowledge base provides
- Technical Bulletins (TBs): provide information on the installation and service of Mitel
products. TBs are issued to introduce new software support tools, provide support
information on discontinued products, identify product issues and describe TSN
Note: If you have questions about the Technical Support Network Program or your
access to Technical Support, please call 1-613-592-2122 ext. 5140 or e-mail your
question to [e-mail].
Note: To access TSN services, you must have a positive balance of technical
consultation credits in your account.
Note: Online Service Desk (OSD) response time is three business days. The OSD
should not be used to obtain emergency support services.
Note: Change your TSID code whenever you experience staff turnovers. You can
change your TSID code at any time by contacting the Mitel TSN Coordinator:
Phone: [phone] extension 5140
E-mail: [e-mail]