Mitel Software Assurance, Licenses & Services and EULA covers the commercial and contractual machinery around Mitel’s software licences. Software Assurance (SWA) keeps perpetual licences current. Licenses & Services, Mitel’s license server, also known as the Applications Management Center or AMC, stores and activates entitlements. The End User License Agreement (EULA) sets the legal terms. The general framework is in Mitel licensing.
The MiCollab documentation describes how the pieces fit: “Licensing is supported through the Mitel Licenses and Services Tool and the Mitel Software Assurance (SWA) program.” The Licenses and Services Tool “manages the software licensing and entitlement of the Software Assurance Program”.[4]
Software Assurance
What SWA provides
Mitel’s MiVoice Office 400 documentation describes SWA as “Mitel’s comprehensive support offer which gives access to new software releases, support services and SRM remote access to the communication server”.[5] For MiVoice Business, perpetual (CapEx) licences need “annual Software Assurance”, while monthly subscriptions include it.[7] Through the application record, the AMC gives access to “licenses, software releases, and upgrades”.[4] Catalog proof: Mitel Software Assurance; MiVoice Business is bought CapEx with annual SWA or OpEx including SWA.
SWA as a counted entitlement
SWA has its own quantity. “The software assurance agreement contains a fixed runtime and a number of authorised internal users.” SWA stays active only while configured users do not exceed covered users and the runtime has not expired.[5] On that platform, therefore, adding users without extending SWA invalidates SWA for the whole system. The SWA covered user is the unit. Catalog proof: SWA must cover all configured users.
What happens when SWA lapses
The retrieved documents describe these consequences:
- Upgrades. On MiVoice Office 400, valid SWA is used to obtain the Software Release licence for a new version. Without it the system can be updated, but “it will switch over to a restricted operating mode after 4 hours of operation”.[5] Catalog proof: Without a software release licence an upgraded system enters restricted mode.
- Licence synchronization. For MiVoice Business, if a Licenses & Services sync returns zero for all licence options after the ARID is entered, the Troubleshooting Guide says to check “if software assurance in Licenses & Services is not expired”.[6] Catalog proof: Expired SWA can return zero licence options on sync.
- Licence conversions. Older UCC licences convert automatically to UCC V4.0 on upgrade to MiCollab 7.0 only “Providing that you have active Software Assurance”.[9] Catalog proof: UCC conversion on upgrade requires active Software Assurance.
- The right to use. The 2026 EULA states that the right to use the Software “may be … contingent on You having an active and paid-up Software Assurance or product subscription”. The licence may terminate if Software Assurance or Software Support fees are not paid on time.[1] Catalog proof: Right to use may depend on active Software Assurance or subscription; Licence terminates on misuse or subscription expiry; may terminate for unpaid SWA.
The EULA wording is conditional (“may be”), and the public documents do not say which products lose the right to run when SWA lapses. The signed order or Executed Agreement decides. SWA renewals are quoted in Licenses & Services, which offers a “Create SWA Renewal Quote” action.[3] No public SWA reinstatement terms were retrieved.
Licenses & Services (AMC)
Mitel Licenses & Services “is a web-based service that provides licensing and SWA renewal functionality for the installation of software applications”.[3] It works through Mitel’s channel:
- Order. “When you place a new order for Mitel products, the ordered parts are received in the Licenses & Services system.” The purchased licence and SWA parts are placed in the reseller’s licensing account.[3] Catalog proof: Purchased licence and SWA parts land in the reseller licensing account.
- Application record. The reseller creates or extends an application record for the end customer. MiVoice Business cannot be installed without one.[3] The record is identified by a 5 to 8 digit Application Record ID (ARID).[8]
- Activation. The system generates a Hardware ID that includes the controller or server MAC address. “The system uses the Hardware ID and the Application Record ID to identify itself to the AMC”, and purchased software and options become available on synchronization.[8] Catalog proof: Application record is bound to a Hardware ID; changing hardware needs a reset; AMC uses the ARID to give access to licences, releases and upgrades.
- Maintenance. Other Licenses & Services actions include offline synchronization, creating a ULM, assigning members to a ULM or DLM, add-on licensing, Hardware ID reset, removing a member from a DLM and “Transfer of Licenses”.[3]
Because the account sits with the reseller, the end customer usually sees its entitlement through the partner. An entitlement review therefore needs the ARIDs of every system and the partner’s export of each application record, including SWA expiry dates. The system’s own License and Option Selection form shows the purchased values it has synchronized.[8]
SLS. MiVoice Business Subscription Ed.2 and MiCollab with MX-ONE, MiVoice 5000 or MiVoice Office 400 use the newer SLS license server, where the ServiceLink ID has “the same function like the ARID in AMC”.[4] See Mitel MiCollab, UCC and subscription bundles.
The Mitel EULA
The current EULA, marked “2026 v1”, covers “Mitel or Mitel Group branded software”, including software downloaded from Mitel portals and mobile app stores.[1] Its licensing clauses:
| Clause | Effect | Catalog |
|---|---|---|
| s.2.1 Grant | Non-exclusive, non-transferable licence on the applicable Platforms, “solely in accordance with Your Entitlement for Your internal business purposes” | EULA grant is non-exclusive, non-transferable, per Entitlement, internal use |
| s.2.2 Concurrent use | Concurrent Entitlements cover simultaneous use up to the number bought; excess “may constitute a breach”; Mitel may monitor usage | Concurrent Entitlements limit simultaneous use; Mitel may monitor |
| s.2.3 Copies | One backup copy of the Software | |
| s.2.4 SWA dependency | Right to use may depend on active SWA or subscription, or on Mitel cloud services | Right to use may depend on active Software Assurance or subscription |
| s.2.5 Restrictions | No reverse engineering, sublicensing, renting or leasing; no time-sharing, outsourcing, service bureau, ASP or MSP use; no disposal of the Software | No time-sharing, outsourcing, service bureau or MSP use |
| s.2.6 Termination | Automatic on misuse or insolvency, and for subscriptions on expiry of the term; possible for unpaid licence, recurring or SWA fees | Licence terminates on misuse or subscription expiry; may terminate for unpaid SWA |
| s.7.3 Liability cap | Licence fees paid in the prior twelve months, or for perpetual Entitlements the fees paid for that Entitlement | Liability capped at 12 months of fees, or perpetual licence fees |
| s.11.3 Executed Agreement | A separately signed agreement prevails over the EULA | |
| s.13.2 Assignment | Personal to the licensee; no assignment without Mitel’s written consent | EULA is personal; assignment needs Mitel consent |
| s.13.5 Changes | Subscription terms may change on posting; detrimental changes take effect after 30 days, or at renewal if the customer objects | Subscription terms can change on posting, with 30 days for detrimental changes |
Source: Mitel EULA 2026 v1.[1] A Software License Key “needs to be entered whenever the Software … is installed, upgraded or moved to a new Platform”. Re-hosting therefore always goes through the license server.[1] Catalog proof: Software License Key re-entered when moving Platform.
Section 12 puts a duty on the dealer, distributor or system integrator that first configures the Software. It must obtain a sub-license from the end user or notify the end user of the EULA terms.[1] The EULA is governed by the laws of Ontario, with exclusive jurisdiction in Ottawa courts.[1]
Legacy product EULAs
Mitel keeps earlier product-specific EULAs online. The MiVoice Business v7 EULA, dated 2014-04-14, allowed transfer of all of the Software to another person only “with the prior written approval of Mitel”.[2] Its “Simplified Licensing” section allowed licences to move “within your organization between You and Your Affiliates”, provided licence counts matched users or sites.[2] The 2026 EULA has no equivalent Affiliate clause. Which EULA governs a given licence depends on when and how it was acquired. Catalog proof: Simplified Licensing; Legacy v7 EULA: licences may move between Affiliates.
Virtualization & partitioning
Virtual appliances depend on the license server even more than physical systems. MiVoice Business Virtual must reach Licenses & Services and synchronize periodically.[3] A MiVoice Office 400 Virtual Appliance licensed by its EID is checked for clones by the license server. It enters restricted operating mode if a clone is confirmed or if it has no contact with the license server for up to 72 hours.[5]
Cloud / BYOL
The EULA’s references to Mitel cloud services point to separate Mitel Cloud Services Terms and Conditions, which were not retrieved for this article.[1]
Out of scope
- Mitel partner program terms and SWA price lists, which are not public.
- Professional services and support SLAs beyond what the EULA states.
- Training: passing the MiVoice Business Installation and Maintenance certification is required for partner access to Mitel Product Support.[7]