Support

Certified Unified Communications Engineers

Pro-active support is our mantra.

Despite all the advances in technology and new channels of communication, customer service is at an all-time low in many industries. At LANtelligence we have been passionate about providing a pro-active support experience for our customers for over 17 years.

As a Mitel (ShoreTel) Gold Partner for over 17 years, we have been the leader in Mitel (ShoreTel) support expertise and innovation.

Mitel ShoreTel

PureCloud by Genesys

What do customers get with their support plan

Live Answer Staffed Technical Assistance Center 7 AM to 9 PM EST daily
Annual Shoretel Single Release Upgrades at no additional labor charge (for customers with support contracts over $8,000 in annual billing)X
Access to ShoreTel Software for Upgrades Full Release and Feature ReleaseX
Defective Hardware is Advanced Replaces at no chargeExcept for phones
24/7/365 response to emergency issuesGuaranteed 1 Hour response time
Priority queuing of service requests for non-critical serviceX
Remote support to the Client Single Point of Contact (SPOC)X
A dedicated Sales Engineering and CX representative resource for assistance
on any technical or non-technical items
X
A dedicated Management Sponsor for direct access, on any requirementsX
Staffed Network Engineers availableCCNA or higher certifications
Annual ShoreTel System Health CheckX
Access to free quarterly full day system administration training classesX
Access to free Web Based training tailored specifically to your administration needsX
ShoreTel System Event Filters are set to pro-actively alert LANtelligence of any issuesX
ShoreTel E911 Software is monitored and updated when requiredX
10% reduction on any Professional Services project pricingX
Free assistance provided for any carrier related issuesX

Download Detail Chart

Expectations and Time Frames

Key ActivitiesExpectations
Logs / CapturesSame Business Day /24 hours maximum.
Communication to an agreed upon scheduled time
ShoreTel Escalation PackagesSame Business Day / 24 hours maximum.
Communication to obtain an agreed upon timeframe to collect all material
Follow-UpLANtelligence will coordinate to address and engage the customer during their operating business hours.
Non-urgent/information communication will still occur and be followed up with the next business day.

Severity Definitions and Response SLA’s

LANtelligence Priority LevelLANtelligence Response Time

P1 System Down
During Business Hours: Immediate
After Business Hours - 1 Hour(Average 10 min response time)

P2 Significant Outage
During Business Hours: Immediate
After Business Hours - 1 Hour (Average 10 min response time)

P3 Feature Issue
During Business Hours: 24 Hours
After Business Hours: Next Day

P4 Move, Add, Change
During Business Hours: 24 Hours
After Business Hours: Next Day

P5 Question
During Business Hours: 24 Hours
After Business Hours: Next Day

Resource Allocation

At LANtelligence we have one of the largest Mitel (ShoreTel) certified technical teams. With more experience with all Mitel (ShoreTel) applications than any other Solutions Provider. This helps ensure our customers never receive a triage agent when their calls are answered.

We have the right resources and escalation management available at all times.

Time ZoneAvailable Time Slots     
EDT7am8am9am10am11am12pm1pm2pm3pm4pm5pm6pm7pm8pm9pm
PDT4am5am6am7am8am9am10am11am12pm1pm2pm3pm4pm5pm6pm
Tier 1 Engineers XXXXXXXXXX    
Tier 2 EngineersXXXXXXXXXXXXXXX
Tier 3 Engineers XXXXXXXXXXXX  
LANtelligence ManagementXXXXXXXXXXXXXXX

Tech Connect

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Remote Support

 

Customer Portal

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Customer Portal