ShoreTel's 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.
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.
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.
ShoreTel Network Diagnostics Services provide a Data Network Root Cause Analysis on a customer's data network using all necessary tools and resources available. The completed Data Network Root Cause Analysis provides specific and actionable recommendations that can be used by the customer, partner, or the ShoreTel Network Delivery offering to resolve issues. This service is applicable for existing customer site deployments.
Remediation services, ShoreTel will not make changes to customer data network.
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.
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.
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.
Your ShoreTel UC system has been designed from the ground up for management ease. And that includes getting the hands-on help you need, when you need it.
If you have technical support questions that can’t be addressed by your ShoreTel authorized partner, please call our Technical Support team
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