SHORETEL SUPPORT

FOR PREMISE-BASED AND CLOUD-BASED SHORETEL SOLUTIONS

We Provide ShoreTel Support for Existing ShoreTel Users

There are thousands of ShoreTel users in North America who are seeking ShoreTel support every day. The majority of them didn’t make their transition to ShoreTel Connect ONSITE or CLOUD before ShoreTel was acquired by Mitel. Despite Mitel’s official policy and vision on the technical evolution of ShoreTel and Mitel merged solutions, current ShoreTel users need technical support, attention to their system’s health and assistance with transition to the Cloud when it’s the right moment for their business.

Our Team Excels in ShoreTel Support

We don’t outsource our technical engineering services. We ensure our Technical Assistance Center (TAC) staff is up to date with their training and certifications. Our Engineers are fully certified with ShoreTel and have CCNA or higher network certifications. Each member of our TAC team has 5+ years of experience with ShoreTel solutions and some of them are the former ShoreTel support engineers.

Thanks to the high level of experience and expertise with ShoreTel solutions, we keep the highest ticket resolution rate among existing ShoreTel Support Partners. 94% of the tickets we process are being resolved by our team without an escalation to ShoreTel Support (Mitel Support) department.

Read the article about LANtelligence TAC Experience by our TAC Manager Rob Wells.

Find all our ShoreTel tips and how-to’s HERE >>

We Have a Long History With ShoreTel

Our team started working with ShoreTel back in 1999 and became part of the original group of ShoreTel Support Partners in 2000. Since then, LANtelligence maintains close relationships with the ShoreTel support team, as well as executives and development team. We have maintained a Gold Partner status for over a decade and have won ShoreTel Circle of Excellence three times, most recently in 2016.

We provide ShoreTel support for over 350 customers in the United States and Canada, guiding them through the technology evolution and helping them align communication system functions with their current and future business goals.

After ShoreTel was acquired by Mitel in 2017, LANtelligence has remained one of the biggest ShoreTel support providers in the United States and Canada. We assist our customers with a premise-to-cloud transition as well as support companies who are yet to make their way from ST14.2 or earlier versions to Connect Cloud.

ShoreTel Support Coverage

Item	Value
Access to ShoreTel Software for Upgrades Full Release and Feature Release
Defective Hardware is Advanced Replaces at no charge	Except for phones
24/7/365 response to emergency issues	Guaranteed 1 Hour response time
Priority queuing of service requests for non-critical service	X
Remote support to the Client Single Point of Contact (SPOC)	X
A dedicated Technical Soluions Engineering and CX representative resource for assistance on any technical or non-technical items	X
A dedicated Management Sponsor for direct access, on any requirements	X
Staffed Network Engineers available	CCNA or higher certifications
Annual ShoreTel System Health Check	X
Access to free quarterly full day system administration training classes	X
Access to free Web Based training tailored specifically to your administration needs	X
ShoreTel System Event Filters are set to pro-actively alert LANtelligence of any issues	X
ShoreTel E911 Software is monitored and updated when required	X
10% reduction on any Professional Services project pricing	X
ree assistance provided for any carrier related issues	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 Center	AM to 9 PM EST daily

Support Severity Definitions and SLAs

LANtelligence Priority Level	LANtelligence Response Time
	After Business Hours: Next Day
P5 Question	During Business Hours: 24 Hours
	After Business Hours: Next Day
P4 Move, Add, Change	During Business Hours: 24 Hours
	After Business Hours: Next Day
P3 Feature Issue	During Business Hours: 24 Hours
	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)
P1 System Down	During Business Hours: Immediate

Support Times

Time Zone	Available Time Slots
LANtelligence Management	X	X	X	X	X	X	X	X	X	X	X	X
Tier 3 Engineers		X	X	X	X	X	X	X	X	X	X	X
Tier 2 Engineers	X	X	X	X	X	X	X	X	X	X	X	X
Tier 1 Engineers		X	X	X	X	X	X	X	X	X	X
PDT	4am	5am	6am	7am	8am	9am	10am	11am	12pm	1pm	2pm	3pm
EDT	7am	8am	9am	10am	11am	12pm	1pm	2pm	3pm	4pm	5pm	6pm

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.

Management:

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

Call us today: 866-510-8547