NOTE: If you are a MiCloud Resell customer, you must contact your Partner, rather than MiCloud/Sky Support, for all Support needs.
If you experience an issue with a MiCloud or Sky product, feature, or service, check the MiCloud/Sky Trust site for any system issues or outages.
You can make changes to your phone system using the Account Portal or Account Console. Search the Help Center for information about managing and making changes to your phone system.
To access the Account Portal or Account Console, visit http://portal.connect.mitel.io
Opening a Support Case Online
Authorized Contacts can open support cases online through the Help Center.
- Visit the Help Center at https://oneview.ringcentral.com.
- Log in to the Help Center.
For details on logging into the Help Center, see Logging In to the Help Center. - Click Cases at the top-center of the page.
- Click Need Assistance.
- Enter a description of the issue you are having, and then click Get Help.
- Review the list of provided knowledgebase articles for information on how to resolve your issue.
- If you are unable to resolve your issue using the information available in the Help Center, click Open a Case at the bottom of the page.
- In the Create a Case form, enter the following information:
- The location impacted
- A category, subcategory, and main reason for opening the support case
- The priority of the request
- A detailed description of the issue
- Click Submit Case.
A new case is created and submitted to the Support team. You should receive an email confirming this.
Please keep in mind that the following topics can be resolved using self-service, and related cases will be closed automatically. Please search the Help Center for information about these types of issues, or click the Help link on the related Account Portal page.
- Password or login assistance
- Disabling add-on features
- Dial plan settings
- Call flow configuration
- Location and Emergency Address modifications
- User/profile assistance
- Report configuration
Logging In to the Help Center
You must log in to the Help Center in order to create a new case online, view and edit existing cases, or view detailed information on the Trust site.
- Visit the Help Center at https://oneview.ringcentral.com.
- Click Sign in at the top-right of the page, and then click MiCloud Login.
- Enter your MiCloud/Sky credentials, then click next to enter your password.
Once logged in your name will be displayed at the top-right of the page.
How to Escalate Existing Issues
Is Technical Support not meeting its commitment? Is your issue not being addressed by Technical Support in an appropriate manner?
You can now escalate a case through the OneView Help Center. When viewing one of your cases, do the following:
- On the Case Details tab, click the edit icon (
) under Escalate this case to support management.
- Select the checkbox under Escalate this case to support management.
- Select a reason for the escalation from the Reason Escalated drop-down list.
- Enter any additional details in the Escalation Summary field, and then click Save.
To escalate a case over the phone, call Support and request to speak with a manager:
If all Managers are busy helping customers with another escalation, call 855-200-0102.
Chatting with Support
Users and Authorized Contacts can initiate a chat session with a member of the Support team to open a support case.
Logging into the Help Center is not required to initiate a chat session. However, if you are an Authorized Contact, logging in to the Help Center makes the process faster. If you are logged in, some information is filled in for you automatically and Support staff can access your account more quickly. For details on logging in to the Help Center, see Logging In to the Help Center.
- Do one of the following:
- At the bottom-right of the page, click Chat with us to initiate a chat session.
Calling to Open a Support Case
If possible, it is best to open and manage your support cases online from the Help Center. If necessary, you can call Support to open a case.
Any MiCloud or Sky User can call support staff to open a support case by pressing the Help soft key on their 400-series or 6900-series phone or by dialing one of the phone numbers below.
NOTE: On 400-series phones, the Help soft key appears on the idle screen. On 6900-series phones, the Help soft key appears on the Directory screen, which you can access by pressing the Directory key.
Please be prepared with the following information to initiate your support case request:
- If you are reporting an issue, please have the following information so that we can best assist you:
- The date and time the issue started occurring
- The affected phone numbers
- The affected locations
- The type of calls that are affected (Inbound, Outbound, or All)
- The way you are connected to MiCloud/Sky services (through a MiCloud/Sky circuit or the public Internet)
- The urgency of your request
- P3 (Standard) - the issue does not impact the ability to make or receive phone calls
- P2 (Urgent) - the issue impacts the ability to make or receive phone calls, including call quality issues
- P1 (Emergency) - the issue impacts an entire location or has a serious adverse effect on your business
- If you are making a request to add, change, or remove a product, feature, or service, please have the following information so that we can best assist you:
- Your role on your account (User or Authorized Contact, such as a Phone Manager, Decision Maker, or Billing Contact)
- The name of the product, feature, or service and the impacted users, phone numbers, and locations
- The date you want the addition, change, or removal to take effect
