Client Services

Maintain and Manage

Whether you need on-going support or more advanced services, ShoreTel and our Resellers have you covered simply and easily.

Our support programs are designed to meet the needs of both our customers and our Resellers. Our Support programs go beyond standard warranty and are available in single or multiyear agreements. They are backed by our Technical Assistance Center and feature expedited equipment replacement and complete access to all software upgrades.

Our advanced services provide expert assistance for special analysis or ongoing services. Life can be complex, even with a Brilliantly Simple ShoreTel system at the heart of your unified communications. Our advanced services help keep it simple.

If you have any questions, contact the ShoreTel Services team by email at iServices@shoretel.com, or call +1.408.331.3333.

Maintain

Enterprise Support

Our Enterprise Support Program is designed for customers who wish to have a direct service relationship with ShoreTel.

The base service includes support directly from ShoreTel, unlimited calls or chat for remote technical support, software updates, hardware replacement options, Web based administrator training and Web based end-user training, as well as access to online support resources and tools. Options are also available for hardware replacement, ranging from next day service to 4-hour replacement in some regions.

Contact your authorized ShoreTel reseller to learn more about available options.


Partner Support

Our Partner Support Program is designed for customers who need a service program that covers all systems and infrastructure, and is well suited to those with minimal IT resources. Available exclusively from your ShoreTel reseller, the program ensures a consistently high level of customer satisfaction by combining local hands-on support from your reseller with backup and escalation resources directly from ShoreTel.

Contact your authorized ShoreTel reseller partner to learn more about available options.


Manage

Sometimes your business demands more than just maintenance and support. ShoreTel Advanced Services are designed to ensure you get most from your Brilliantly Simple solution, even when your environment is complex, competitive and changing. 

ShoreTel offers a variety of different services designed to provide additional value and assistance when and where you need it.


Enterprise Support Advantage

IT organizations are under intense pressure to operate their communication solution at peak efficiency and minimize downtime, while being challenged to keep up with dramatic technological innovations and meeting the ever-changing communication needs of their global organizations. ShoreTel’s Enterprise Support Advantage program delivers proactive, high-touch and personalized technical, operational and maintenance support services that help our customers maximize their investment in the ShoreTel solution, enhance their operational efficiency and resolve system issues quickly.


Remote Monitoring

ShoreTel Remote Monitoring, a 365-day around-the-clock service, proactively monitors ShoreTel products deployed on the customer premise. Available to both new and existing customers, ShoreTel Remote Monitoring expedites the response process – ultimately improving mean time to repair for events associated with ShoreTel systems. ShoreTel Network Operations Center (NOC) personnel are alerted immediately if a system event occurs and take steps to remotely resolve issues whenever possible. In all cases, the customer’s support team is notified immediately with details regarding the event. This provides operational efficiencies, as resolution activities can start without waiting for an end user to report a problem.


Healthchecks

Healthchecks for your Unified Communication system and Contact Center system deliver detailed and actionable reports on your use of ShoreTel Systems. These are one-time services, designed to periodically step back from the ad hoc, everyday adjustments and take a look at your overall use of your ShoreTel system. You get an evaluation by an expert with a comparison to industry norms and best practices, coupled with recommendations.

Next Steps