Here's the detail:
1. Webtickets promo plan:
1. The certified field technician within a Mitel AuthorizedPartners (AP) or a Mitel Branch that raises the highest number of Non-Critical, legitimate and detailed tickets through the TechCentral Tracker (TCT) tool on Mitel On line (MOL) will be entered into a draw for a prize.(Prizes: IPADs, Tablets, MTU Training voucher, etc..). Draws will occur during the first week of April 2013, July 2013, October 2013 and January 2014.
1. Here are some of the benefits of the online tickets to the Mitel AP:
Tickets raised 24x7x365
Same SLA's as phone tickets
No wait times on the phone - Online
Detailed documentation of the problem , inclusion of attachments such as logs, traces- reduces resolution time
A bulletin will be available on MOL and in the Partner Newsletter detailing the plan.
I disagree with the "no wait time" note. My experience has been to wait a day for an update.
LOL... note that is says "No wait times
on the phone", not that there is no wait time, I read it that way at first too.
The wait time seems to depend a lot on the product you open a ticket on... For a 3300 ticket, about a day sounds right, for the 5000 or Nupoint usually 1/2 day, smaller apps (MBG, ME, etc.) usually under an hour in most cases, the last few tickets I have opened online have been either with MBG or UCA, and within 10 minutes I usually get an email that says a note was added to the ticket of "Investigating", with somekind of answer within an hour.
I don't really understand the part of the promotion that says "that raises the highest number of Non-critical..." it doesn't make much sense. I hope it is clarified because I open 2-3 tickets a month on average, not much chance of me getting entered that way.
