The Right Support = Your Peace of Mind

  • Reach a technical specialist directly with one phone call.
  • Have your request addressed quickly! Check out our Service Level Agreement table »
  • Call as early as 4:00 AM (PST) and as late as 9:00 PM (EST). See our available support times »
  • Have the dedicated Technical Assistance Center Manager oversee your case and speed-up an escalation to required level.
  • Get help with carrier issues that are affecting your phone system.

Support Plan Coverage

Free assistance provided for any carrier related issuesX
10% reduction on any Professional Services project pricingX
ShoreTel E911 Software is monitored and updated when requiredX
ShoreTel System Event Filters are set to pro-actively alert LANtelligence of any issuesX
Access to free Web Based training tailored specifically to your administration needsX
Access to free quarterly full day system administration training classesX
Annual ShoreTel System Health CheckX
Staffed Network Engineers availableCCNA or higher certifications
A dedicated Management Sponsor for direct access, on any requirementsX
A dedicated Sales Engineering and CX representative resource for assistance on any technical or non-technical itemsX
Remote support to the Client Single Point of Contact (SPOC)X
Priority queuing of service requests for non-critical serviceX
24/7/365 response to emergency issuesGuaranteed 1 Hour response time
Defective Hardware is Advanced Replaces at no chargeExcept for phones
Access to ShoreTel Software for Upgrades Full Release and Feature Release X
Annual Shoretel Single Release Upgrades at no additional labor charge (for customers with support contracts over $8,000 in annual billing)X
Live Answer Staffed Technical Assistance Center7 AM to 9 PM EST daily

Support Severity Definitions and SLAs

LANtelligence Priority LevelLANtelligence Response Time
After Business Hours: Next Day
P5 QuestionDuring Business Hours: 24 Hours
After Business Hours: Next Day
P4 Move, Add, ChangeDuring Business Hours: 24 Hours
After Business Hours: Next Day
P3 Feature IssueDuring Business Hours: 24 Hours
After Business Hours - 1 Hour (Average 10 min response time)
P2 Significant OutageDuring Business Hours: Immediate
After Business Hours - 1 Hour(Average 10 min response time)
P1 System DownDuring Business Hours: Immediate

Support Times

Time ZoneAvailable Time Slots
LANtelligence ManagementXXXXXXXXXXXX
Tier 3 EngineersXXXXXXXXXXX
Tier 2 EngineersXXXXXXXXXXXX
Tier 1 EngineersXXXXXXXXXX
EDT 7am8am9am10am11am12pm1pm2pm3pm4pm5pm6pm

Tier 1 Support Level:

The first line of direct customer support, addressing basic customer issues. Moves, Adds and Changes (MAC) is also handled at this level. General inquiries, non-technical questions, basic procedural “how-to” questions are quite common as examples of work performed at this tier.

Tier 2 Support Level:

Involves in-depth technical knowledge and is staffed by technicians who have troubleshooting capabilities beyond the Tier1 employees. Escalations to Tier 2 are often characterized by software defects and issues that require multiple cross-functional teams to troubleshoot.

Tier 3 Support Level:

Requires the highest level of technical expertise and addresses the most complex technical problems and customer issues. Tier 3 issues are handled by Systems and Network Engineers and may require multiple interactions with the customer or manufacturer before the issue is ultimately resolved.


LANtelligence Management is always monitoring all TAC cases and is stepping up when the situation requires a management intervention for proper escalation.