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Opening a Support Case

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NOTE:  If you are a Mitel Connect Resell customer, you must contact your Partner, rather than Mitel Support, for all Support needs.

If you experience an issue with a Mitel product, feature, or service, a support case can be reported to Mitel Support in one of the following ways:

Please be prepared with the following information to more efficiently initiate your support case request:

Chatting with Support

Mitel Connect CLOUD Authorized Contacts can initiate a live, interactive chat session with a member of the Mitel Support team to open a support case.

  1. Do one of the following:
  2. At the top of the Support page, click Sign In.

    The Customers, Partners, Consultants, and Developers login page of the Mitel Support site is displayed.

  3. Enter your Mitel Connect portal login credentials, and then click Sign In.
  4. At the bottom of the page, click Contact Support.

    The Contact Support page is displayed.

  5. Click Start a chat to initiate a live chat session with a member of the Mitel Support team.
  6. On the Chat with ShoreTel Support page, do the following:
    1. Enter your name, if it is not already displayed.
    2. Select a reason for initiating the chat from the Reason for Chat list.
    3. If your request is associated with an existing support case, enter the case number in the Case Number field.
    4. Click Start Chat.

Requesting a Callback from Support

Mitel Connect CLOUD Authorized Contacts can request a callback from a member of the Mitel Support team who will assist them in opening a support case.

  1. Do one of the following:
  2. At the top of the Support page, click Sign In.

    The Customers, Partners, Consultants, and Developers login page of the Mitel Support site is displayed.

  3. Enter your Mitel Connect portal login credentials, and then click Sign In.
  4. At the bottom of the page, click Contact Support.

    The Contact Support page is displayed.

  5. Click Request a callback to request a callback from a member of the Mitel Support team.
  6. On the Receive Call Back from Support page, do the following:
    1. Enter your name, if it is not already displayed.
    2. Enter the number for the Support team member to call, if it is not already displayed.
    3. Select your country from the drop-down list.
    4. Select a reason for requesting the callback; Technical or Non-Technical.
    5. Click Call Me.

Opening a Support Case Online

Mitel Connect CLOUD Authorized Contacts can open support cases online through the Mitel Support site.

To access the support cases page from the Mitel Connect Portal:

  1. Do one of the following:
    • On the Support menu in the Mitel Connect portal, click Support Cases.
    • Click Support on the blue tab at the bottom-right of the Mitel Connect portal page, and then in the Contact Us dialog box, right-click Open a Case and select the option to open in a new tab.

    The Customers, Partners, Consultants, and Developers login page of the Mitel Support site is displayed.

  2. Enter your Mitel Connect portal login credentials, and then click Sign In.

    NOTE: If you have confirmed that you entered your correct Mitel Connect portal username and password, and an error message appears indicating that your login attempt has failed, your password may be out of sync. Return to the Mitel Connect portal, reset your password and then try again. For information about changing your Mitel Connect portal password, see Changing the Mitel Connect Portal Password.

    You are logged in to the Support site and the Cases page is displayed.

To access the support cases page from the Mitel Support site:

  1. Visit the Mitel Support site at http://support.shoretel.com.
  2. At the top of the Support page, click Sign In.

    The Customers, Partners, Consultants, and Developers login page of the Mitel Support site is displayed.

  3. Enter your Mitel Connect portal login credentials, and then click Sign In.
  4. Do one of the following:
    • Click Cases in the second level menu bar located below the Search Knowledgebase field.
    • Click Contact Support at the bottom of the page, and then click Open a case online on the Contact Support page.
  5. The New Case or Cases page is displayed.

To open a support case:

  1. Do one of the following:
    • If the New Case page is displayed, select your account from the Account list.
    • If the Cases page (with the New Case and New RMA buttons) is displayed, click New Case.

      NOTE: The RMA button (Return Merchandise Authorization) is only for Mitel ONSITE (Premises) customers who perform user management in Mitel Director.

  2. In the Subject field, type a concise summary of the issue.
  3. In the Description field, type a detailed description of the issue including the following information:
    • When the issue occurred
    • The affected phone numbers
    • The affected locations
    • The type of calls that are affected (inbound/ outbound/ all)
    • The product, feature, or service you need to add, change, or remove, and for which users, phone numbers, and locations
    • The date when you need this product, feature, or service to be activated or deactivated
  4. In the Priority list, select one of the following:
    • P3 (Standard) - if the issue does not impact the ability to make or receive phone calls. For example, a configuration change needs to be made or an order needs to be processed.

      Standard requests and cases with an Action Plan, receive updates every 24 hours.

    • P2 (Urgent) - if the issue impacts an individual and that user is unable to use the Mitel Connect phone service or is having a call quality issue. For example, a service problem that causes a business impacting event.

      Urgent requests receive updates every four hours until an Action Plan is in place.

    • P1 (Emergency) - if the issue impacts an entire location or has a serious adverse effect on your business. For example, a service problem that impacts multiple users, resulting in a complete outage for those users.

      Emergency requests receive updates every hour until an Action Plan is in place.

  5. In the Reason list, select the reason for opening your case; Technical, Non-Tech, or Mobility.
  6. In the Feature list, select the applicable feature, or select Other.
  7. In the Version list, select Not Applicable.
  8. In the Build list, select Not Applicable.
  9. Click Next.
  10. Verify the displayed information is correct for the Support Case, and then click Submit Case.

    A new support case is created and submitted to the Mitel Support team.

Related Articles

Mitel Connect CLOUD Support
Mitel Connect CLOUD Training Webinars
How to Search the Knowledge Base
Mitel Connect CLOUD Supported Devices
Using the Mitel Connect Portal
Mitel Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-10-13


Article: 000012096