Troubleshooting guide

Introduction
15
Accessing Product Support
Before You Call
1. Are you certified on the product in question?
2. Have you searched the tables in this Troubleshooting Guide for a solution?
3. Have you checked the Mitel Customer Documentation site, Knowledge Base and training
materials for a solution to the issue?
4. Is the product supported (see “What Products are Supported?” on page 11)?
5. Do you have technical consultation credits available in your account (see “Summary of
Service Charges” on page 12)? You can check your technical credit usage through the
Online Service Desk (see “Using the Online Service Desk (OSD)” on page 13).
6. Do you have your valid TSID code at hand?
7. Are you calling within normal business hours or after hours? See “What are Normal Busi-
ness Hours?” on page 19 and “What are After-Hours Calls?” on page 19.
8. Is it an emergency call? See “Emergency Calls are Not Charged” on page 20.
9. Have you collected the following information?