ShoreTel provides global services including implementation services, professional services, training services, and technical support. The services continuum includes strategic consulting, system design, deployment, integration, user training, and ongoing support. Implementation services guide customers through all phases of a project from initial planning through go-live and follow up support. Training ensures users are enabled with blended learning approaches. Technical support is available globally through multiple support models.

1. Global Services
ShoreTel

2. Global Services Overview
 Services Continuum
 Service Programs
– Implementation Services
– Professional Services
– Training Services
– Technical Support
 Summary
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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
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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
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5. ShoreTel Implementation Services
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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
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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
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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
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