M12 Solutions have their own in-house, dedicated, ShoreTel certified ShoreTel IP Phone System engineers available to help support your ShoreTel Phone System.

Get a quote by calling us on 0845 408 1212, request a call back, or fill in our quote request form at the bottom of this page.

Highlights

• No outsourcing - we use in-house engineers to give a better response
• 24/ 7/ 365 support available
• ShoreTel certified engineers
• In-house engineers that can liaise with your M12 account manager (if you have other telecoms services through us), access all of your telecoms details across M12 Solutions to help provide a comprehensive, highly personalised, excellent service offering
• Remote support helps ensure that your system can be up and running in minutes
• If remote support does not fix a problem, then an engineer can turn up at your site with a fix, either software or hardware

Experience

• We support many organisations with complex support requirements. Some of these include:
  • An international 3 site ShoreTel phone system with over 240 extensions for a major Pharmaceutical organisation
  • A multi site company based in Edinburgh and London
  • A large manufacturing company based in Dorset with over 150 extensions and a wide area complex SIP DECT system
  • A small recruitment firm in Dorset with CTI integration into their MS Access database
  • plus many more...

Support Options

There are three different support options for your consideration:

• Platinum ShoreTel Support
• Gold ShoreTel Support
• Silver ShoreTel Support

Platinum ShoreTel Support

This option is completely tailored to your needs and doesn't necessarily follow the same one-size fits all approach of other support options. This could mean you want an expedited SLA, or engineer-on-site time; or that you want a dedicated engineer on-site when you are taking/ receiving a large volume of calls on one particular day (this has happened); or that you want regular health checks made to your system.
Cost: £Variable - call us on 0845 408 1212 for a quote tailored to your needs

Gold ShoreTel Support

Hours: 24hrs 00:00-00:00
Days: 7/ 365 (including Bank & Public Holidays)
Response Time: Within 4hrs of Customer Service receiving the fault report for a complete system failure (i.e. at least 90% of extension users are unable to make or receive outside calls). Within 8hrs if 50% of users are affected under the same circumstances, and terms.
Cost: £CALL 0845 408 1212

Silver ShoreTel Support

Hours: 09:00 - 17:00
Days: Monday - Friday (excluding Bank & Public Holidays)
Response Time: Within 4hrs of Customer Service receiving the fault report for a complete system failure (i.e. at least 90% of extension users are unable to make or receive outside calls). Within 8hrs if 50% of users are affected under the same circumstances, and terms.
Cost: £CALL 0845 408 1212

ShoreTel Support Quote