Troubleshooting guide

Troubleshooting Guide
10
program policies.TBs are published when required.
- How to Articles: provide information on proper programming of features and
applications
- Troubleshooting Articles: provide troubleshooting procedures to help identify and
solve issues.
- Known Product Issues: describe product issues that are know by Mitel and are in the
process of being resolved.
- Release Notes (RNs): provide software upgrade procedures, describe documentation
and hardware requirements, summarize the new enhancements in a release, identify
improvements that have been made in the product in response to customer reported
issues, and include last-minute product changes that are not described in the latest
documentation. RNs are published for each new software release.
• E-mail Notification of new and updated TBs and RNs: sends you an e-mail twice a
month that identifies all the new and updated TBs and RNs. The e-mail includes URLs to
each document. You can register for this optional service through Mitel OnLine. Log into
Mitel OnLine, click Technical, and then click Register/Cancel Email Notifications.
• Standard telephone support: allows certified channel partner technicians to consult Mitel
Network’s Technical Support Specialists on current products during normal business hours.
For details see “Making a Support Call” on page 19.
• After-hours emergency telephone support: outside of normal business hours, certified
technicians can consult with a Technical Support Specialist or a Support Manager for as-
sistance with resolving an emergency situation or with restoring service for an essential
services site. See “What are After-Hours Calls?” on page 19 for details.
• Online Service Desk (OSD): allows you to view the status of your active Technical Support
Tickets and your technical credit statement. Whenever changes are submitted against your
account, you will be sent a confirmation email.To register for OSD notification updates, log
into Mitel OnLine, click Technical, and then click Register/Cancel Email Notifications.
• Password Resets: if you lose your password or if your password is not available, Mitel can
attempt to reset it for you. Password resets are chargeable and are subject to approval of
our legal counsel. The end-customer must sign a Mitel approved form letter authorizing the
reset. To obtain the required form letter, access Mitel Online, click Support, click System
Password Rests. At the bottom of the web page, under Resources, click Password Reset
and download the form letter. Complete a written request based on the form letter and
e-mail it to [e-mail].
• Software Releases: you can download the latest product software releases from Mitel
Online. To access the available software downloads on Mitel Online, click Technical Support
and then click Software Downloads.
• Software Patches: between major releases, you can download major system software
patches from Mitel OnLine that include fixes for field-found problems (see “Checking for
Fixes in Software Patches” on page 13). Note that minor software patches are only available
from Technical Support via a Mitel FTP site.
CAUTION: You will be charged for support calls if the technician making the
call is not certified up to the software release of the system or if the call pertains
to a product or software version that has been manufacture discontinued.