Troubleshooting guide

Troubleshooting Guide
12
Summary of Service Charges
Self Help Solutions
Checking the Knowledge Base
The Knowledge Base is your source for product information covering a large range of technical
support methods. All new Technical Bulletins (TBs), Release Notes (RNs), How to Guides and
Troubleshooting guides will be posted in the Knowledge Base. Access to the Knowledge Base
is given with access to MOL.
To access the Knowledge Base:
1. Log into Mitel OnLine.
2. From Mitel OnLine, click Technical and then click Knowledge Base.
Table 1: Service Charges
Products
Free Support with subscription to
Mitel TSN
Chargeable Support (Use TC credits
to purchase)
Current (all software
releases currently on
Price List, excluding
spares)
• Access to Mitel OnLine
• Over the phone technical consultation
for product and release certified
technicians during normal business
hours
• Online Service Desk (OSD), view and
update support tickets
• After hours emergency consultation
for certified technicians (see
“Emergency Calls are Not Charged”
on page 20 for details)
• Technical consultation as a result of
documented Mitel product defects
(DPARs).
• E-mail notification of all new updated
technical support documents
• Access to the Knowledge Base
• Over the phone technical consultation
for product certified technicians
during normal business hours
(1 credit / hr / incident)
• After hours support for non-critical
situations (1.5 credit / hr / incident)
• System access / system password
reset, other special services (3 credits
flat rate -- some conditions apply)
Note: Telephone support will not be
provided to technicians without
certification in the subject product.
Discontinued (not on
Price List)
• Access to the Knowledge Base • Over the Phone tech consultation
during normal business hours
(1 credit / hr / incident)
• After hours support for non-critical
situations (1.5 credits / hr / incident)
Discontinued
(not supported)
• Access to the Knowledge Base There will be no telephone support for
these products.
In the event a system is totally out of
service we will provide best effort
support at a charge of 5 credits / hr.