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ShoreTel 24/7 Support Gives Health Care Organization Peace of Mind

When your company’s phones go down, it’s a problem for the whole business: Productivity slows, and there’s a possibility of lost revenue. For health care providers — whose businesses rely heavily on the phone — a telephone outage is a serious problem.

One health care organization recently learned that the hard way — and turned to MicroAge for help.

When the servers running their VoIP software failed, the client’s business manager attempted to resolve the issue with their local telephone vendor.

“The phone system is mission critical. Without a dial tone our client wasn’t able to schedule appointments, and that means a revenue loss,” explains MicroAge’s Judy Nerone. “Yet they had no support agreement in place for their phone system.”

Judy turned to MicroAge’s telecom practice manager Phil Tuckwiller.

“The client has a ShoreTel PBX system, and I explained that it would make sense for them to reinstate their ShoreTel 24/7 support,” Phil says. “ShoreTel’s Enterprise Support would give them access to the ShoreTel Technical Assistance Center (TAC) when they need support for their ShoreTel system.”

ShoreTel’s Enterprise Service Program provides for:

  • 24/7 access to ShoreTel’s Technical Assistance Center
  • Advanced hardware replacement (including next-business-day delivery of ShoreTel switches)
  • Downloadable software patches, updates and upgrades
  • Access to online training courses
  • Unlimited secure access to the ShoreCare® Web portal

And ShoreTel’s Enterprise Support Plus includes all of the service program’s offerings in addition to access to a dedicated Technical Account Manager (TAM) — a single point of contact to help simplify the process of resolving issues — and priority handling of support cases.

Enterprise support was a great option for this client, Phil says.

“We were confident it would address their needs,” he notes. “They could work directly with ShoreTel, and the 24/7 contact center helps ensure quick response times and knowledgeable personnel.”

ShoreTel 24/7 support helped the client get back online in a crunch and is poised to help them avoid major costly delays in the future.

“Our client is able to be more proactive now,” Judy says. “They know they have support for the next three years.”

And that peace of mind is a tremendous benefit.

“If something happens to their phone system in the future,” Phil adds, “they have the comfort that they are covered.”

Want to learn more about getting the right level of support for your telephone system? Contact Phil Tuckwiller at 480-366-2161 or

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Phil Tuckwiller
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