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Shoretel Global Services
1.
Global Services ShoreTel
2.
Global Services Overview
Services Continuum Service Programs – Implementation Services – Professional Services – Training Services – Technical Support Summary © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 2
3.
Global Services Overview
Dependent Collaborative Independent Partners Partners Partners Manage Support Integrate Design Plan Setting Up Success Maximizing Business Value Channel enabled model supporting diverse range of channel partner business models © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 3
4.
Delivering Value Across
the Continuum Manage Support Integrate Design Plan Proactive monitoring Enhanced Global coverage management options Shared and turn-key, for VOIP Relationship environments Design for reliability hi-touch Management Strategic & Technical and availability implementation Consulting Localization with Business process Migration of complex partners Assessments and integration environments surveys Technical Support Custom application User training Certification development Setting Up Success Maximizing Business Value © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 4
5.
ShoreTel Implementation Services ©
2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 5
6.
Implementation Project Life
Cycle Propose Implementation PROPOSE DISCOVERY DEPLOYMENT Qualify Propose Plan Discover Design Deploy Test Train Go-Live Follow-up Install Educate Qualification Configure Test Deliverables & Milestones Needs Analysis Acceptance Knowledge Test Scope & Quote Transfer Site Requirements SA Training Solution EU Training Cutover Design Signed Order First Day Live Support Network Assessment Sign-Off Project Management Follow-up Schedule Plan Manage deliverables, communication & action items © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 6
7.
ShoreTel Professional Services
Leverage ShoreTel corporate partnerships Expand customer base by opening new vertical markets Tip the balance in competitive deals Delight customers with individual attention Strengthen customer attachment to ShoreTel Offer unlimited possibilities and ongoing revenue source Differentiate your business through sales of well-integrated, best of breed ShoreTel based solutions tailored to customer needs © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 7
8.
ShoreTel Professional Services ©
2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 8
9.
ShoreTel Training: Key
to Enabling Productivity ► “Blended” learning approach ► Audience - address all functional roles End User System Administrators VOIP/Network Engineers ► Delivery - Instructor-led classroom/virtual training and self-paced tutorials Continuous learning opportunities, including assessments New hires, advanced topics, refreshers Resources and help Simple, easy to use interface and access from ShoreTel website ► Certification Training Sales and Technical Certification Modules © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 9
10.
ShoreTel Technical Support
Worldwide Presence ► 24/7 Technical Support Support Portal http://support.shoretel.com E-mail and Chat: Via our Portal +1 800 742-2348 © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 10
11.
ShoreTel Technical Support
Our customers can choose their technical support model Model What is right for you? Enterprise • Have robust internal IT organizations Support • Prefer direct service relationship with ShoreTel Program • Provides 7/24 Global support coverage Partner • Provides broader support scope beyond the ShoreTel solution Support • Prefer direct relationship with Partner Program • Partner can provide 7/24 coverage and value added services © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 11
12.
ShoreTel Technical Support
Support programs designed for your needs Multiple Support Channels Access to Experts Designed for Customers with deep IT skillsets in their organizations Dedicated access for certified Web Phone professionals Chat Advanced troubleshooting tips Technical Account Management Warranty and RMA Dedicated ShoreTel Expert “on call” Advanced hardware replacement Single Point of Contact and Priority ShoreTel covers shipping charges Escalation of support issues Next business day and weekend Provides insights for Customers’ delivery options Communications deployment plans © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 12
13.
Global Services Summary
Network assessments Business process Installation integration Project management Advanced applications Global reach Custom application Implementation Professional development Services Services ShoreTel Innovation Network Training Technical Blended learning Services Support Enterprise or partner approach support options Partner and end-user Web, chat, phone and email training access Learning Mgt. System 24/7 coverage (LMS) Measure and enhance end- user experience © 2010 ShoreTel, Inc. All rights reserved worldwide. 04/08/12 13
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