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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: Dogbreath on December 20, 2018, 01:01:38 PM

Title: End of direct support in the UK
Post by: Dogbreath on December 20, 2018, 01:01:38 PM: 13 days notice - nice! Is this for everybody or just certain Mitel partners? Are there Mitel partners who still buy direct? Wondering if this depends how big you are.

Quote
This communication is to advise that effective 1st January 2019, Mitels technical support services for partners buying through distribution will be provided by Mitel’s distributors.

The distributors we use haven't exactly impressed since they've taken on the pre-sales role, so no doubt the support experience is going to be "interesting". It seems like they didn't have much notice about this either.
Title: Re: End of direct support in the UK
Post by: x-man on December 22, 2018, 02:00:50 PM: Round and round in circles doth Mitel forever go. 30 years ago Mitel w just like this (distributor only unless you were a big guy) and here we are back again. Glad I'm out of it.
Title: Re: End of direct support in the UK
Post by: petr.necas on December 22, 2018, 03:21:55 PM: Dogbreath, where do have this announcement from? InfoChannel? I could just find a bulletin informing that support will not be provided by any means to customers without active SWAS.
Title: Re: End of direct support in the UK
Post by: sarond on December 22, 2018, 07:10:59 PM: We have the same in Australia. Although it was announced a while ago.

We now can only order through a distributor (a sole distributor)

There have been some teething problems to say the least.
Title: Re: End of direct support in the UK
Post by: x-man on December 23, 2018, 04:02:45 AM: I had an email from Mitel explaining the changes a couple of days ago...
Title: Re: End of direct support in the UK
Post by: Dogbreath on December 24, 2018, 04:51:51 AM: Quote from: petr.necas on December 22, 2018, 03:21:55 PM
Dogbreath, where do have this announcement from? InfoChannel? I could just find a bulletin informing that support will not be provided by any means to customers without active SWAS.
It was an email from channelcomms@mitel.com. I was going to say, no this is only the UK, but on closer inspection the email says nothing at all about the UK, so maybe it isn't only the UK.
Title: Re: End of direct support in the UK
Post by: sunspark on December 26, 2018, 04:52:20 AM: Dear Mitel Partner,

We recently contacted your organization about Mitel's strategy to build and expand relationships with Value Added Distributors (VADs) for Mitel products and support services.
As a Mitel distribution partner, the fact that you are required to provide Tier 1 and Tier 2 technical support to your customers is a topical issue. We invite you to consult the Mitel Partner Program Guide.
The purpose of this communication is to inform you that, from 1 January 2019, technical support to Mitel partners through the distribution will also be delivered by Mitel distributors. As a result, partners requiring technical support should contact their VAD directly. Mitel recommends that you familiarize yourself with the support procedures and documentation of your own VAD without waiting until January 1st.
For more information, please refer to the Technical Support Guide (InfoChannel> Services & Support> Support Services> Technical Support> Technical Support (TS) Guide and Quick Reference Guides).