Support agreements - Service and support for NA
and Latin America

Initial service and support for North America and Latin America

When you purchase Contact Center Solutions and Call Accounting software from prairieFyre you receive free service and support for the first 12 months. This includes:

  • Technical support, Monday to Friday within our standard business hours
  • Emergency after hours support, Monday to Friday from 8:00 P.M. to 10:00 P.M. ET
  • Software downloads via the website

When your initial 12-month warranty expires, you can purchase extended service and support (software assurance) by contacting your Channel Partner. The software assurance agreement is customized to suit your contact center or call costing needs and your Contact Center Solutions and Call Accounting components.

Contact Center Solutions Software Assurance: Standard

Software Assurance Standard is calculated at a cost of 15% of Manufacturer List Price (MLP) for 12 months of coverage. Standard coverage includes

  • Technical support, Monday to Friday within our standard business hours
  • Emergency after hours support, Monday to Friday from 8:00 P.M. to 10:00 P.M. ET
  • Software downloads via the website

Contact Center Solutions Software Assurance: Premium

Software Assurance Premium is calculated at a cost of 20% of MLP for 12 months of coverage. Premium coverage includes

  • Technical support, Monday to Friday within our standard business hours
  • Emergency after hours support, Monday to Friday from 8:00 P.M. to 10:00 P.M.
  • Emergency support on weekends and holidays from 8:00 A.M. to 10:00 P.M. ET
  • Software downloads via the website
  • Priority support and escalation

Contact Center Solutions Software Assurance: Premium Plus

Software Assurance Premium Plus is calculated at a cost of 25% of MLP for 12 months of coverage. Premium Plus includes

  • Technical support, Monday to Friday within our standard business hours
  • Emergency support on weekends and holidays from 8:00 A.M. to 10:00 P.M. ET
  • Emergency after hours support 24 hours a day, 7 days a week, 365 days a year
  • Software downloads via the website
  • Priority support and escalation

Contact Center Solutions Software Assurance: Total Solutions Program Premium Plus (NA MITEL Business & Enterprise Edition only)

When customers invest in the Total Solutions Program, coverage for the prairieFyre Software components of the Customer Interaction Solutions portfolio will be upgraded from Standard coverage to Total Solutions Program Premium Plus 24/7/365 coverage and maintain this level of coverage for the duration of the Total Solutions Program contract. Total Solutions Program Premium Plus 24/7/365 Software Assurance extends the Premium Service and Support to include:

  • 2nd line technical support Monday to Friday within our standard business hours
  • Emergency after hours support 24 hours a day, 7 days a week, 365 days a year
  • Priority support and escalation
  • Software downloads via the website

Software assurance for companies that upgrade from Business Edition to Enterprise Edition

If your company upgrades from Contact Center Business Edition to Contact Center Enterprise Edition, both the renewal date and the level of the existing software assurance agreement are transferred to your new Contact Center Enterprise Edition software. For example, if your Contact Center Business Edition coverage has an expiry date of January 15, 2010, when you upgrade to Contact Center Enterprise Edition, the Contact Center Enterprise Edition software assurance renewal date remains January 15, 2010 with the same coverage.

Contact Center Solutions Software Assurance: Upgrade Program

Software Assurance Upgrade Program is calculated at 10% of the total MLP of all Customer Interaction Solutions components owned.

Multi-year discount for software assurance agreements

You receive a discount on the purchase of your software assurance agreement when you purchase three (10% savings), four (15% savings), or five (20% savings) years of software assurance at one time.

North American customers that are part of the Total Solutions Program and covered by Total Solutions Program Premium Plus receive a discount on the purchase of software assurance when purchasing three (15% savings), four (25% savings), or five (30% savings) years of software assurance at one time.

Software assurance for products added mid-contract

When your company buys an add-on product, it comes with 12 months of software assurance included. If your base solution is set to expire before the new product, you will be sent a software assurance quote that aligns all products owned or purchased throughout the last 12 months to have the same expiry date, only charging the difference of software assurance on the add-on parts. For example, if your Contact Center Management expires on December 1, 2011 and you buy Workforce Scheduling on June 1, 2011 (which would have warranty until June 1, 2012), your prairieFyre quote  effective December 1, 2011 will include software assurance units for 12 months of coverage for CCM and 6 months of coverage on Workforce Scheduling, giving both the new expiry date of December 1, 2012.

When your company buys a seat upgrade product, it does not include any additional software assurance as it expires with your Contact Center, Call Accounting, or Intelligent Queue Base product provided you are within a 1 year service contract. For example, if your Contact Center Management Base software expires on December 1, 2011 and you buy additional Contact Center Agents or Extensions on June 1, 2011 then the software assurance on the additional agents or extensions will expire on December 1, 2011.

If multiple years of software assurance have already been purchased for the base solution, then software assurance for any future add-on or seat upgrades must also be purchased. In this case, the customer will need to buy software assurance at the same time as the add-on product is purchased for the remaining number of full years of the service contract. You must either use Sales Workbench to quote the software assurance, purchasing the number of full years remaining on the service contract so that the new product has an expiration date that is the same as the base site’s expiration date, or email Mitel’s renewal queue (CIS_renewal_quotes@mitel.com) to get a custom quote to align the new product’s software assurance with that of the base solution.