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Service Description
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SMART
CARE
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SMART
CARE
PLUS
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SMART
CARE
PREMIUM
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8:00am – 5:00pm M-F Engineering Support Replacement parts from Manufacturer
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ShoreTel Director & Call Manager Upgrades (Software only)
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Carrier Coordination (Local and Long Distance, Analog and Digital circuit –
Service & Outage)
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User License Management
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24/7/365 Engineering Support
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Advance Replacement of parts from Voice Smart Networks inventory
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Waiver of labor charges for software updates
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Network Documentation Support
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2-Hour Emergency Response
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Priority Dispatch on all service calls
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Semi Annual Off site database backup
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Three additional Web based training sessions
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Helpdesk for user questions 8:00am – 5:00pm M-F
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Remote Device Configuration Support
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3 Hrs of Remote Adds, Moves and Changes per month (based on billable time)
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Annual Network Health Check
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24/7/365 Availability Monitoring IP Telephony Equipment (with SWSM)
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Monthly Engineering Reviews
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Monthly Trouble Ticket Summary and Detail
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Annual Analysis of Connectivity Charges
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4-Hour Onsite Emergency Response
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Unlimited Remote Adds, Moves and Changes (With C-TAP)
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Technology Refresh (With C-TAP)
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Dedicated Account Manager
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