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ShoreTel Phone System Support Benefits

Dear Valued Support Customer,

I am pleased to offer you a ShoreTel Support Agreement. Our various Support Agreements include Software Upgrades, Advanced Replacement, Remote Support and Vonetco Monitoring.

One of the best advantages to having a support plan from BTS is the software upgrades. Upgrades are only offered to Support Customers and are performed by our Certified System Engineers. Our System Engineers will work with you to verify the system is ready for the upgrade, then we will schedule a date and time that is convenient for you. Our Engineers will perform the upgrade, test the ShoreTel System for any errors, and then contact you when completed. The next day they will perform a follow-up to check for optimum performance and if on a rare occurrence there is an error, they will take care of it immediately.

 All of our Support Staff are Certified ShoreTel System Engineers and are available to you 24 hours a day, 7 days a week for any major system failures. Our normal business hours are Monday – Friday 8am – 5pm to handle any minor system issues, technical questions, programming questions, or any other question or concern that may arise. Our Support agreement also includes minor programming changes. Our Technician will log into your System with you, using our remote Labtech Agent and walk you through those changes. There is no limit to the number of Support calls, so feel free to call anytime you need us.

Another great benefit is full Advance Replacement on all ShoreTel Hardware with the Platinum and Platinum + Plan. Or just ShoreTel Switch Replacement on the Gold and Gold + if you do not need the phones covered. With the Platinum Plans, if any one of your ShoreTel phones stop working or has any issue at all, we will replace that phone with either an identical phone or upgraded model if identical model is unavailable. The same goes for the Switches if any of the Switches has a problem we will replace the defective switch with a preprogrammed replacement. And the best part is, chances are we will know about it before you because our support plan also includes our Vonetco monitoring services, which monitors your system for things like fan failures on switches and switch connectivity.   And when our monitoring software detects a problem a service ticket is automatically generated for quick response. All you need to do is unplug the defective unit, plug in the replacement unit, then stick the defective item back in the box and send it back.

Please let me know if you have any questions regarding our Support Plans.