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  Benefits of a ShoreTel Support Plan
     Shoretel Support Plan
 
With Partner Support   Inactive Support Plan
 
Software Upgrades
To keep your company on the cutting edge of technology, software ugprades are offered to all of our support customers. Software upgrades include exciting new features, software patches, and allows your system to stay up to date with the most current software version. Software updates are available several times a year. For those who choose not to purchase a Support Agreement will only have access to new features and software upgrades on a pay per upgrade basis.
 
Hadrware Replacement
In the event of a hardware failure, advance replacement is available per your signed Support Agreement. Phones will be shipped ground, while switches may be programmed in house and shipped next business day to restore critical system functionality. Advance replacement is not offered to customers without a Support Agreement. Defective switches may be repaired, but defective phones must be repurchased. Switches take approximately 30 days to repair. Customer is responsible for shipping equipment to be repaired.
     
Technical Support
Support Customers will receive unlimited access to our Certified Support Team, per your signed Support Agreement, via phone, email, or web service. Our Support Team provides answers to questions related to product features, technical assistance and can remotely troubleshoot reported problems through our remote service. Customers who choose not to purchase a Support Contract may access our Certified Support Team on a time and material basis during our regular business hours. All questions, technical assistance, and remote services will be billed at our standard remote charges.
     
Managed Services
Support Customers will receive real-time monitoring of critical services and performance for their ShoreTel server(s). Your support plan will aslo include a private, secure login with ability to monitor two additional network servers of your choice. Additional servers may be added if desired. For those customer who choose not to purchase support, managed services will be offered at BTS standard rates.
     
Professional Services
As an added benefit, BTS offers to assist customers with support in upgrading their ShoreTel Telephone System to the latest software version free of charge. These ugprades are prescheduled and performed every Thursday between 5:00pm and 7:00pm. All professional services will be billed at our current time and material rates.
     
Web-Based Training
BTS instructor led training is included in our support plans. We will hold online training classes for System Administrators. Classes will cover configuring switches, trunks, workgroups, IP phones and new features.

Also included in our support plans is End User Training. End user training will cover personal call manager, operator call manager, workgroups and general use of all ShoreTel phones. Classes are between 2 to 4 hours long.		 No training included.
     
Web-Based Customer Portal
All customers have full access to all ShoreTel related technical information. Just some of the information you will have access to are Technical Notes, Application Notes, User Guides and any new up and coming software and hardware.

You may also use our web site to enter in service orders and sales orders. Coming soon you will be able to see all pending service orders in our system.