Admin Technical Support Support +1 (800) 729-1872

Clearspan Admin Technical Support

Departmental / General Admin Technical Support

Department Admins and General Admins should follow the procedure for Enterprise Admin Technical Support located here.

If you do not have an Authorization Identification Number (AIN), please contact your Group Administrator (GA) who will then contact the Mitel Customer Support (MCS) Help Desk to report any issues or troubles.

 

Enterprise Admin Technical Support
OPTION 1 – CALL THE HELP DESK :  1.800.676.5432
    1. Be sure to familiarize yourself with the Standard Support Questionaire before you call
    2. Call the Clearspan Customer Support (MCS) center help desk. Be sure to have your Authorization Identification Number (AIN).
    3. Enter your AIN (Authorization Identification Number) when prompted. Please use your site AIN whenever possible. Your AIN is determined by site location. In an emergency, and you do not have a Site AIN please use the Host AIN. The Host AIN is 70337 (Seven Zero Three Three Seven)
    4. Once validated, wait for next available agent.
    5. Please be prepared to supply the following information when reporting any problems to Clearspan:
  1.  
    • Site location: i.e. Agency or Company – YY Building, etc.
    • Contact information including name, telephone number, and access hours
    • Telephone number(s) affected
    • Nature of trouble impact
    • Advise the Help Desk if you have been performing any activity on your system (i.e. patches, maintenance, software / hardware changes, etc.)
    • History of the problem (if problem has occurred before)
    • Contact information for third party provider(s) including name(s), telephone number(s), and access hours if their assistance is necessary in problem resolution

The Help Desk will require the Group Administrator include as much data as possible in the Standard Support Questionaire form prior to contacting the Help Desk. If needed the Help Desk will contact the submitting Administrator for clarification.
 
OPTION 2 – ONLINE TICKETING SYSTEM
    1. Have your Authorization Identification Number (AIN) and login credentials ready
    2. Login at https://support.www.clearspancloud.com/support/shared/login.jsp
    3. Select “Create IR”
      • Fill the form out with the requested information.
    4. The GA will receive an email notification with an Incident report number and link to check the status of your ticket.
    5. An email notification will be sent when the ticket is resolved.
    6. Retain the ticket number provided as reference during follow up.
The Help Desk will require the Group Administrator include as much data as possible in the Standard Support Questionaire form prior to contacting the Help Desk. If needed the Help Desk will contact the submitting Administrator for clarification via email or phone for clarification. 
 
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