**Partner Support Customers**

 

 

Dear New Customer,

 

Below is information to help with questions or technical issues you may have after your installation:

A. Your Partner support agreement includes the following

•  Helpdesk support Monday through Friday 8:00 am to 5:00 pm excluding holidays.

•  Helpdesk RMA processing.

•  Remote access support.

•  Next day replacement of ShoreGear switches.

•  Advance replacement of ShorePhone's.

•  Current ShoreTel software releases upon request, does not include installation.

•  Flash training tutorials.

•  2-hour response 24 hours day for emergencies.

•  $200 credit if emergency response time is greater than 2 hours. (See definitions in support agreement)

 

 

B. Your Partner Support agreement does not include

•  On-Site support.

•  After hours support.

•  Adds, moves or changes to the existing configuration.

•  Server software upgrades or routine maintenance.

•  ShoreTel software upgrade installation. (We will supply the software and release notes)

•  System monitoring.

 

 

C. Requesting emergency support

 

If you are having a service effecting outage with your ShoreTel system please call Dennison Technology Group at 952-278-2388 . You will be placed in queue, if your call is not answered within 1 minute you will be asked to leave a message. This will alert the first available technician with your information. Please leave an alternate number you can be reached at.

 

D. Requesting Non-urgent service and support.

 

Non-critical service requests can be opened by emailing your request to gary@dtg-mn.com or by calling 952-278-2388. When emailing service requests please be sure to include in the subject of your email a brief description of the request. Also be sure your signature is in your email. Using email to open your ticket will allow you to receive updates as your ticket is processed by your helpdesk representative.

 

 

E. Return's and exchanges

 

With your Partner Support Agreement, RMA's are also provided to you at no additional charge. Should you need to replace any ShoreTel equipment, your request can be submitted via the Dennison Technology's Support Ticketing system. All requests can be submitted to support@shoreteldealers.com , sending a request to this address automatically creates a ticket and assigns it to the appropriate representative. Please remember to provide the following information when placing an RMA request: model, color (for phones only), serial number, and a description of the problem you are having with your equipment. Please note: ShoreGear switches are shipped 3 day unless it is requested to be received earlier. ShorePhones are shipped standard ground freight. Shipments of ShorePhones can be upgraded to expedited shipping at an additional charge.

 

Please keep in mind that your Partner support agreement will not cover any non-ShoreTel equipment. If you should need to replace any non-ShoreTel equipment, you will be covered under the manufactures 1yr. Warranty. Please contact your manufacturer for any details regarding your warranty plan.

 

F. Training

 

Dennison Technology Group can also provide additional training after your installation phase. Per your contract, you are entitled to 1 follow up training session provided for you at no additional charge within 60 days of your go live date. If you feel that additional training is still required after this, you can schedule a session with your project coordinator. Training will be billed at $120.00 per hour plus $35.00 trip charge.

 

G. Documentation

 

Documentation on your ShoreTel system can be found in a number of places. Documentation includes user guides, quick reference guides, user tutorials, programming and installation guides, and administrative guides. The first place these can be found is inside the ShoreTel Director. Once you have logged in, there will be a Documentation heading on the right hand side. This information can also be found through the ShoreTel website by clicking on the Support and Downloads tab. Also at the beginning of your installation, you were provided with an Installation CD-ROM. On this disc you will find all the necessary ShoreTel documentation.

 

For your convenience a copy of your Partner Support agreement is attached to this letter.

 

If you have any general questions please feel free to contact your project coordinator.