Support Contacts

The Support Contacts field of a customer account lists all the contacts added by a Partner user or an Administrative user of that account to which all issue reports pertaining to that account are sent. These contacts can be an existing Partner or any other e-mail address assigned to be a Support Contact for that account.

When a customer reports an issue with a CloudLink application, an email is sent to the Support Contacts. The Support Contacts are responsible for addressing the issues reported by their customers and when needed, contact Mitel Partner Technical Support via appropriate channels. Mitel will not reach out to the partner or the customer in regards to these reports. For more information, see CloudLink Applications Partner Support Process.

Adding or Editing a Support Contact (Partner User)

A Partner must add Support Contacts while creating an account. The contacts added can include Partner users and explicit email addresses.

Note: It is mandatory to add at least one Support Contact while creating a new customer account.

To add Support Contacts to the account as a Partner user, use the following procedure:

To add Partners as Support Contacts:
1. Navigate to the Account Information page of the customer account.
2. In the Support Contacts search field, type the name of the Partner you are searching for. The search field displays a list of Partners whose names or email addresses match the letters that you type.
3. Click the name to add that Partner as a Support Contact. The name of the Partner is displayed in the Support Contacts list.
4. Click Save. The selected Partners are set as Support Contacts for the account.

To add explicit email addresses as Support Contacts:
1. Navigate to the Account Information page of the customer account.
2. In the Support Contacts search field, type the email address you want to assign as a Support Contact and press ENTER. If the email address you entered is valid, it is displayed as Support Contacts. If the email address you entered is not valid, the portal displays the message Contains an invalid email.
3. Click Save. The selected email addresses are set as Support Contacts for the account.

A Partner user can also edit the Support Contacts for an existing account by using the following procedure:

Click View Accounts from the console dashboard. The Accounts page opens. Click the account you want to edit. The Account Information page for that account opens.
In the Support contacts field,
- Click X against a Support Contact name or email address to delete that Support Contact.
- Follow the same procedure as that for adding Support Contacts for a new account to add Support Contacts to the account.
Click Save to save the changes.

Editing a Support Contact (Administrator User)

An Administrator user can delete or add Support Contacts only for existing accounts, which are created by a Partner.

To edit the Support Contacts for an account as an administrative user, use the following procedure:

Click View Account from the console dashboard. The Account Information page opens.
The Support contacts field displays either the names or email addresses of all existing Support Contacts for that the account.
Click X against an email address to delete that Support Contact.
To add more Support Contacts for the account, enter a valid email address in the search bar. The search field displays a list of valid email addresses that match the letters you type.
Click the Add button beside an email address to add that email address as that of a Support Contact. The email address is displayed in the Support Contacts.
Click the icon to save the changes.