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ShoreTel’s New Remote Monitoring Service

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Today, ShoreTel announced a new Remote Monitoring Service, a 365 day around-the-clock service, which proactively monitors ShoreTel IP PBX products deployed onsite.

ShoreTel Remote Monitoring, which will be avialable to both new and existing customers by the end of the month, verifies availability and expedites the response process – ultimately improving mean time to repair for events associated with ShoreTel systems.

By providing proactive monitoring services in near real-time, ShoreTel Remote Monitoring is able to detect performance anomalies, threshold violations, state changes, and events – issues that may impact a customer’s ability to run their business. Upon event detection, the ShoreTel Network Operations Center (NOC) follows a diagnostic and remediation process to ensure appropriate personnel are notified promptly.

In addition to leveraging ShoreTel Director – the linchpin of any ShoreTel monitoring and management service – ShoreTel employs Remote Monitoring and Management (RMM) tools to augment the service. This enables us to provide a comprehensive Remote Monitor and Fault Management service that consists of industry-standard techniques and protocols (such as SNMP, syslog, ICMP, RDP), which ShoreTel customers often use to monitor and manage their own network.

ShoreTel Remote Monitoring selectively applies IT Infrastructure Library (ITIL) best practices to maximize efficiency and ensure consistency of services.

Figure 1: Hierarchy with current support models.

Resellers and end-customers will have access to the ShoreTel monitoring portal for an over the shoulder view of their deployed ShoreTel devices, including performance statistics, a user-friendly dashboard, and the ability to create ad-hoc reports.

ShoreTel Remote Monitoring uses an SSL VPN appliance at the customer’s on-premise location, internet connection and an SSL VPN Concentrator at the ShoreTel NOC to establish a secure and encrypted connection between the end-customer’s network and ShoreTel’s NOC. The connection leverages the same mechanism as a secured-SSL browser session. (See Figure 2 for illustration).

Figure 2

ShoreTel Remote Monitoring provides operational efficiencies that allow customers to spend less time managing communications and more time focused on their core businss initiatives. Early notification of issues means faster time to repair and an enhanced ability to remedy common issues before customers are negatively affected.

Without monitoring, customers must notify their reseller or ShoreTel TAC when users become aware of a problem. With monitoring, ShoreTel and the Reseller are automatically notified of any issues that may arise, without the need for an end-customer intervention. Enterprises can keep their focus on core business and not worry about down time interupting business continuity.

ShoreTel Remote Monitoring is a value-add service that concentrates on enhancing the customer experience but does not conflict with current reseller roles and responsibilities. The ShoreTel reseller will continue to be the single point of contact for support and provide the same level of service associated with the current support service plan.

Remote Monitoring provides the fundamental awareness of system status without the need for customer engagement, which changes the support landscape from reactive to proactive, and reduces the need for end-customers to notify resellers for all problems. End-customers can receive these benefits without spending the necessary resources to build in-house, including software, hardware, training, and comparative staffing required for a 24x7 operation.

Instead, customers can leverage ShoreTel’s investment in people process and tools with predictable cost service rates to optimize budget plans.