Where Do You Get Mitel Software Updates?

[chicory]

Where can one find software and firmware updates for Mitel systems?

In my case, we have 3300 ICPs, a MAS 6000 and Ops Man, all installed several years ago. I am told that there are newer versions and that all software updates on Mitel products are free, but I have not been able to find them anywhere on mitel.com or the edocs site.

How does one get these files and their documentation?

 

[paterson]

One becomes a Mitel certified technician which grants access for these files or one contacts a Mitel dealer to have a certified technician service their equipment.

Mitel may provide free software upgrades, but only through using a Mitel dealer.

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Insert Witty Signature Here.

 

[slapin]

We purchased a service agreement from one of the Mitel dealers and got all free stuff from them. Besides that Mitel will not sell equipment and software directly, any way you should contact a dealer and pay for installation unless you have a service agreement which covers all this cases. There is no standard packets, each time tou need to negotiate all the deatail with each particular dealer.

 

[chicory]

Got it. That is what I thought. Thank you both very much. Just as a comment, I do wish that Mitel would change this business model, but I guess they are wedded to the dealer distribution system.

- Charlie

 

[fonejack]

I sent one of my techs to get Mitel certified specifically so we could access the software portion of Mitel’s website. It’s been over a year since he received his certification and still no access. We do business through Mitel direct and they can’t seem to get this resolved. Does anyone in the group know the proper channels to go through to get access if the certifications are in place?

 

[TheMitelGuy]

Mitel does not always use distribution. In different parts of the globe dealers can be support via distribution or via Mitel direct. In Canada all dealers deal with Mitel directly, which is favoured by most Canadian dealers.

The day of software being free is coming to an end. Mitel is joining the likes of Cisco, Avaya and Nortel. Everything will be chargeable - even the software upgrades for the dealer system (demo equipment).

Everyone will complain at first, but Mitel still remains competitive with the other manufactures (usually cheaper). It's something that needs to be done.

 

[slapin]

Agreed, even as a customer I don't want to pay for software, but it's natural to charge for proprietary OS. Now we got the situation when the hardware comes with OS and you pay for users and extra features. It's a pure loss for Mitel.

 

[kwbMitel]

Find out who the Mitel TAM (Technical Account Manager) is for your region. He/She can grant access or explain why access is not permitted.

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The secret to success is knowing who to blame for your failures.

 

[chicory]

Well here is my viewpoint. I am an end user, not a dealer or a Mitel tech. I work as the chief geek for an SMB with several offices and four 3300 ICPs. We have traditionally done nearly all of our own maintenance.

We do not much mind paying for major software updates. That has been the way it has been with Microsoft, Novell, Adobe, Oracle or most anybody else for a long time. I expect to pay something of value for something received.

But... What I do mind about Mitel is being treated like a mushroom -- kept in the dark.

I have no idea what the current software or firmware is for my Mitel systems, or what the advantages of the new versions might be. Contrast that with other manufacturers, who regularly deluge me in phone calls, e-mails, fancy mailing pieces and road shows to promote their latest products. Contrast Mitel online support with the support web sites for most any other manufacturer.

I may not be able to update our Microsoft Exchange servers to the new 2007 version for free, but at least I know that Exchange Server 2007 exists, and I have free access to all the data about it anyone could want. And when we eventually do buy Exchange Server 2007, I will have all of the information and tools that I need to maintain it, plus top-notch support from the manufacturer if I really get in a bind, plus support from a dealer or VAR if I so choose.

By contrast, I do not know what the latest iteration of the Mitel O/S is; I have no support data for it and no access to it. So what if it is free?

The Mitel claim of free software updates for life, while technically true, is a useless statement if: a) The software is not actually available, b) I am never told when software is updated and what the versions of software are, and c) it costs me $135 an hour just to discuss the subject with my dealer.

I assume that if we had a Platinum maintenance agreement with a Mitel dealer, all of this would be moot. They would have a guy here every week doing stuff to the systems and all would be rosy. But the cost of such all-encompassing maintenance agreements is very high and quite hard for a small business to justify.

And what does happen when I do call in the dealer to send out a tech? The techs are very good guys, some of the best phone guys I have met. But they are phone guys. Cabling and other obvious details we have already fixed ourselves. When we are so stumped that we need help, we either have a nasty, intermittent problem that is hard to pin down, or we are trying to use some of the gee-whiz features of the system, such as Active Directory integration, screen pops and so on.

What does the phone tech know about these things? Zero.

So even though I pay for assistance from the dealer, in almost every case to date I have had to finally solve the problem myself.

What is most galling is that Mitel makes this difficult by hiding vital data from the end user.

I tried joining the Mitel Users Group for a while. There was little of value there, and nothing technical. And that costs me several hundred dollars a year. I could go to the Mitel Forum in Las Vegas this summer. I wind up paying about $1500 for the opportunity to be marketed to, and still no access to the support data and software for the systems I already have.

The edocs site is available, that is true. The manuals and especially the help files are a good resource, but they are only part of the story. There are no knowledge-base articles or similar support docs, and of course none of this "free" software.

I do hope that someone at Mitel reconsiders this business model. I can see that it would work for some companies, but for us it has greatly soured our experience with Mitel.

- Charlie

 

[TheMitelGuy]

You bring up some VERY VALID points. Points that I will pass along to the people that can make change (mark my words).

I don't totally agree that the "tech guys" out there don't know things like Exchange, A/D, or even networking. There are some really smart, Telephony/IT guys out there. I know you can find guys that know nothing about voice and everything about Cisco data. No matter which way you land on the fence, there's always a company that is not 100% knowledgeable about everything.

Again I'm going to take your concerns to the people that can make change - they are all very good points.

I recommend that you do go to the Vegas show. I will be there forsure. And if you are not getting the support you require, let me know - I can always help you out.

 

[chicory]

You have a good point that no one can be 100% knowledgeable about everything. I certainly am not, even in my own areas of expertise.

We will be starting a new round of work on our phone systems this year. I will look around a little farther and try some different companies out; get some idea who has strengths where.

Thanks for taking the time to read my post! I liked writing it and I hope it does Mitel some good, too. I like to stick with a winner and I would like to see Mitel do well in the market.

- Charlie

 

[slapin]

What I'm thinking. Isn't it usefull to create some kind of association of users. Some kind of community like this web site, but for real support. Then buy a maintenance plan from one of the trustfull VARs and distribute the cost. Let's say, allocate by number of user licenses or number of systems. The savings in volume contract. Ususally if VAR will get more stuff under contract then lower cost per unit. Besides that, to be honest, this forum is more helpfull then my previous VAR.

 

[Matt85]

Why should Mitel charge us for the software updates? Am I missing something here? Most of the new software releases are released to fix there own stupidity of their software bugs, and we the end user should have to pay for this why? It is a very simple process. As simple as installing any software program on a computer. Run the file, load it on a flash card, stick it in the machine and reboot. Mitel couldn't let people make it that simple though so we end up having to pay for it anyway. If I could get my hands on the software I would do it myself. Ever since Mitel removed my dealers license, I have not been able to get any help from any dealers in Florida. We are based in Jacksonville, FL and I requested simple things from the nearest dealers about 200 miles away and nobody wants to help us because we are so far away. Not that they would have to drive here anyway. All I want is the new 4.0 software for the SX200icp, a new 5340, and someone to fix my MOSS sheet that Mitel screwed up the day we ordered our system and I have had not support from anyone for years. We are a small company and it is a huge waste of money to switch over to another system when we have everything we need physically but can't get it to work without a stupid password or newer software.

Matthew McGowan
Reynolds Park

http://www.reynoldspark.com

 

[slapin]

Yes and no. MITEL introduced whole bunch of new features in the release 6 and even more in 7. And 8 will come with even more stuff in there. Besides that MITEL distributes free pathes. I don't see the point for them to give away new releases with new features. Let's say nobody is asking why Microsoft charges for Vista. You have got XP, so here is a free patch for XP. Do you want new features, please pay for it.

Prove to your dealer that you can do it yourself and will not call MITEL directly asking for help if you would screwed it up. We have this king of relationship with our dealer and so far everybody is happy.

 

[Matt85]

I haven't seen any "new" features but just the same features but without the restrictions as before such as TAFAS during day or night, direct transfer to voicemail, or ONS stations can page. Being able to use newer phones which they should want to sell anyway is the only thing new about it which is also the only reason I want 4.0 for the 5340. Or do you guys remember in Release 1 of sx200icp you could use voicemail to transfer calls to your cell phone or another outside line. Release 2.0, ok now we want you to pay $700 to use it. That is not very nice. Thats how they get you to pay for the "free" software.

Matthew McGowan
Reynolds Park

http://www.reynoldspark.com

 

[slapin]

Matt85,
We are talking about new features for MITEL system. It doesn't mean that thay came up with some totaly original ideas. No thay just included it to the system. Besides that thay have to pay licensing fees to patent holders for most of the features. You wouldn't believe but there is a patent for transferring from VM to a cell phone and it's holder wants money.
Nobody locks you to use MITEL only. Take a look at other vendors. Good luck.

 

[TheMitelGuy]

Mitel makes a wonderful system - works very well for millions of users around the globe. If there is a software problem, Mitel always have and will continue to provide free software patches. New features are chargeable.

Mitel has many dealers in the state of Florida that go all over. In fact many of the Florida dealers are very high-end Mitel dealers with great volumes of systems in the field. Should be easy to find one.

Unfortunately, things in this life are not free, and Mitel has to make money, just as I and you do!

 

[chicory]

I agree with TheMitelGuy’s statement: The Mitel systems have worked very well for us. I and the company I work for are also willing to pay for new products and major new software. I would far rather that current software was available for a price than unavailable, unknown and free.

Slapin states “Prove to your dealer that you can do it yourself and will not call MITEL directly asking for help if you would screwed it up.” I would like to see that sort of support made a _normal_ option for support on Mitel systems. Where there is an in-house telecom and IT staff, all we really need is information and advice, not a live tech on site. At present, our only service option is to have techs come out and do the job for us.

My background and situation is IT, with a lot of previous experience with analog telecom. I am used to paying manufacturers for major updates and $245 for each tech support incident. But in exchange for that $245 we get excellent service, and the cost is much lower than having an engineer sent out to do the job for us. We also learn more ourselves in the process and so are in better shape to handle whatever it was ourselves the next time. So it’s a win-win.

With Mitel, I am either totally on my own, or I am totally having the dealer do everything. Those options do not work well for our situation (well developed, in-house IT department). The first leads to eventual dissatisfaction and the latter is a waste of money.

Remote support or phone support, with access to knowledge-base articles and relevant software, would be a good middle option for some Mitel customers.

 

[andy4uk]

I have a customer after we installed the Mitel 3300ICP, Teleworker and Speech server - they decided not to include maintenance (they don't believe in it..!!) however the IT guy decided to attend a customer administrator course held at Mitel, after this he then signed up to Mitel (he gets charged approx £200.00) and has access to all software and documentation and also get informed about new features.

If he still has any issues and is unable to resolve him self, he will call and ask for us to attend site on an hourly rate.

Just thought you may want to try yourself, the cost is for your all support guys within you company not per individual

Regards Andy

 

[chicory]

That is a good suggestion; I will look into it further. I can see that the dealer is a big part of this situation. Working with a dealer who is willing to provide this kind of assistance, we could craft the kind of service relationship that I am after.

Unfortunately, I am in California and you, I gather, are somewhere east of New Joisey.

- Charlie