ShoreTel Remote Monitoring, a 365 day round-the-clock service, proactively monitors ShoreTel products deployed on the customer premise.
Available to both new and existing customers, ShoreTel Remote Monitoring verifies availability and expedites the response process – ultimately improving mean time to repair for events associated with ShoreTel systems.
With monitoring, ShoreTel/Partner are automatically notified of any issues that may arise, without the need for an end-customer intervention, which simplifies the support process and provides operational efficiencies, allowing customers to spend less time managing communications and more time focused on their core business initiatives.
ShoreTel Remote Monitoring Features:
Resellers and end-customers will have access to the ShoreTel Remote Monitoring Web Portal for an over the shoulder view of their deployed ShoreTel devices. The portal has a user friendly dashboard for a quick snapshot of performance statistics, and also has the ability to drill down into more detailed statistics.
Fixed rates allow for budgeting and predictable cost containment. Resellers and customers can leverage ShoreTel’s investments in remote monitoring tools, saving capital outlay necessary to build a comparable solution in-house.
Enhances End-Customer Experience
With monitoring, both ShoreTel and your reseller are automatically notified of any issues that may arise, without the need for an end-customer intervention, which simplifies the support process, allowing customers to spend less time managing communications and more time focused on their core business.
ShoreTel Remote Monitoring verifies current status and receives alerts for identified faults, or potential issues that could lead to degradation of performance, vastly improving response times and ultimately improving mean time to repair for events associated with ShoreTel systems. Some issues may even be resolved before end-users are negatively affected with around-the-clock service. ShoreTel also provides the resources, so you receive the efficiencies of monitoring without the need to hire, train, and retain remote operations staff for a 24x7 operation.
Compatibility with Current ShoreTel Support Models
Available to both new and existing customers, the service does not conflict with current roles and responsibilities of existing ShoreTel support plans. It just takes our great support plans and makes them better. The notification process fits nicely with current support processes, with “Partner Support” , ShoreTel Remote Monitoring will notify the Resellers service organization of detected events that require interaction with the end-customer. With “Enterprise Support”, events will be escalated to ShoreTel’s Technical Assistance Center.
ShoreTel Remote Monitoring Documentation: