General Information

Need CLS Support? Please contact the Business Tools Support (BTS).

Non-CLS Issues (e.g. product support)

If you require assistance not related to CLS, please contact your local support representative or choose one of the following options based on your profile:

Unify Partner / Service Provider: miaccess.mitel.com (Unify PRM → Implementation → Vendor Support → Service Tickets)

Direct Customer: mitel.service-now.com

Business Tools Support (BTS) Information

Operating Hours
Business Tools Support can be reached Monday to Friday from 7 a.m. CET until 11 p.m. CET.
Submission via our online self-service portal or via email is available 24 hours a day seven days a week!
Attention:
If your request was created outside our operating times it will be processed upon 7 a.m. on the next business day.
If you need your issue to be handled with highest priority, then the IT Major Incident Process should be started as described below

Ways to contact the BTS for customers and Partners:
 
Web Entry (Choose your profile):
Business Tools Support Self-Service Portal

Alternative:
  Mail: UCC.IT-servicedesk@mitel.com
  Phone: 00 800 0800 1016 (for UK calls only)
+ 49 89 7007 11145 (Germany / All other countries)

Major-Incidents

  •   During BTS Operating Hours

    • Contact service desk by phone and request the Major Incident Process to be started for your issue. The acting agent will review the issue and start the necessary steps according to IT Major Incident ruleset.

  •  Outside of BTS Operating Times

    •   1.  Create an incident via Business Tools Support Self-Service Portal or write an e-mail to Business Tools Support:

      2.  Wait for the notification e-mail sent from Business Tools Support (generated automatically usually within 3 minutes)

      3.  Reply to this e-mail and add the term "MAJOR INCIDENT" to the subject (Do not remove the ticket number from the subject!!!)

    Once the ticket system OTRS receives such a reply the IT Incident Managers will receive a notification for verifying and starting next steps.

    Depending on result of investigation and affected service the Major Incident Process will be started and the ticket escalated to corresponding 2nd level group.