Mitel MiVoice Connect: The Growing Challenge of Finding Support

In our final post, we explore the challenge of finding support for the Mitel MiVoice Connect system as it approaches its end of life. As resources are redirected to newer products, finding skilled support for MiVoice Connect will become increasingly difficult. This can lead to longer resolution times, increased downtime, and a negative impact on your business operations and customer satisfaction.

In Mitel MiVoice Connect support, there are 2 “types” of support available: Partner and Enterprise.  Partner support means your partner performs the labor component of your support and Mitel honors the hardware and software warranty. In Partner support, your partner is responsible for purchasing the contract with Mitel for the hardware and software warranty.  Enterprise support is where Mitel is the sole provider of support.   Mitel is not accepting any moves to Enterprise support from Partner support.  With less Partner’s supporting Mitel MiVoice Connect… where does that leave the customer?

As part of the EOL, Mitel will eventually no longer sell contracts for support.  The first shoe to drop will be multi-year agreements.  Multi-year contracts aren’t just financially beneficial; they also provided your business with assurance that you were going to have protection and support for your sizeable investment.  The annual renewing of these contracts forced by the EOL represent higher costs as well as uncertainty in supportability.

Finally, the hardware of the system. New hardware is not being manufactured and “refurbished” equipment is getting expensive.  If you have a voice switch fail, the replacement of that unit could take an unknown amount of time, putting your business at risk of not having reliable communications.

Don't wait until support is too hard to find. Start planning your transition now to ensure your business continues to operate smoothly and efficiently. Our team is here to help you navigate this transition and find the best solution for your needs.