Troubleshooting guide

Troubleshooting Guide
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• For example, for customers in the Eastern Time Zone, “after-hours” is defined as 5:00 pm
to 8:30 am Monday to Friday, and all day Saturday and Sunday.
CAUTION: Mitel Technical Support will not provide password resets or changes to system
options during after-hours support.
CAUTION: After hours calls are charged at a higher rate.
Emergency Calls are Not Charged
If a technician is certified on the current product, phone consultation support is free for
emergency calls. However, if a technician is not certified, emergency calls are charged at a
higher rate per hour per incident.
The following situations are considered valid emergency calls
• Loss of redundancy in essential environments (see “Definition of Essential Environments”
on page 20)
• Loss of essential services (see “Definition of Loss of Essential Services” on page 20)
Definition of Essential Environments
• Hospitals and facilities dedicated to the relief of sickness and suffering
• Emergency response organizations, such as Police, Fire, Ambulance, and Coast Guard
• Defense or military installations
• Penal institutions
• Public utilities such as power or communications facilities
Definition of Loss of Essential Services
• Total system outage
• Total trunk outage
• Greater than 20% of in service system ports are out of service
• Between one and three resets per day
Note: A Mitel technical support technician will consult their manager if there is a
disagreement as to whether a call should be considered an emergency after-hours call.