ShoreTel Network Services Portfolio FAQ

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1 FREQUENTLY ASKED QUESTIONS ShoreTel Network Services Portfolio FAQ You have questions. We have answers. What is the ShoreTel Network Services Portfolio? Leveraging the proven methodology and best practices from ShoreTel Professional Services teams and our Champion Certified Partners, the ShoreTel Network Services Portfolio offers a robust and flexible array of data network assessment, diagnostic and implementation services that equip partners and customers to support the post-sales life cycle of the ShoreTel UC system and the converged data network it is installed upon. What services does the ShoreTel Network Services Portfolio provide? Pre-Deployment Network Design Validation, VoIP Readiness Assessment, WLAN VoIP Readiness Assessment, Network Delivery Ongoing Operations VoIP Readiness Assessment, WLAN VoIP Readiness Assessment Root Cause Analysis with Remediation Plan Network Diagnostics How do I contact the ShoreTel Network Services Team with additional questions? NetServices@shoretel.com Does the ShoreTel Network Services Portfolio recommend a particular network vendor? No, ShoreTel only requires that your network equipment meet the relevant standards (refer to ShoreTel documentation for details). ShoreTel does limit the range of network vendor equipment that we will configure to vendors who have undergone certification through the ShoreTel Innovation Network or widely accepted data networking equipment manufacturers. Please contact Network Services for support details at NetServices@ shoretel.com. Where can I get more information about the individual services provided by the ShoreTel Network Services Portfolio? For additional information please contact the Network Services team at NetServices@ shoretel.com. ShoreTel Network Design Validation FAQ What is ShoreTel Network Design Validation? This service provides a ShoreTel validation of voice design requirements and data networking best practices for a customer-designed or ShoreTel Champion Certified Partner-designed corporate data network running ShoreTel Unified Communications, ensuring the successful carriage of VoIP traffic.

2 Who should use ShoreTel Network Design Validation? Partners or customers who want ShoreTel to confirm that the proposed network design properly considers all of ShoreTel s requirements and best practices for toll-quality voice. Is the ShoreTel Network Design Validation available on-site? No. This is a remote service only. How do I get a quote for a ShoreTel Network Design Validation? If your network will support 500 or less ShoreTel IP Phones, you can get a quote directly from QMS or your ShoreTel Quote Tool. Custom quotes are available for networks that will support more than 500 ShoreTel IP Phones. Contact NetServices@shoretel.com for a custom quote. Is this service available for any brand of network equipment, or are only certain vendors equipment supported? Network Design Validation service is available for networks composed of equipment certified under the ShoreTel Innovation Network program. Contact Network Services at NetServices@shoretel.com for a current list of supported manufacturers. Does ShoreTel Network Design Validation include a stress test/load test or simulated voice traffic testing? No. The ShoreTel Network Design Validation service only considers the intention of the proposed design. Network Design Validation does not verify that the design is implemented correctly or that it is performing as desired. The ShoreTel VoIP Readiness Assessment and ShoreTel WLAN VoIP Readiness Assessment services provide real data about how well the network is actually able to handle VoIP traffic. How do I choose between Network Design Validation and VoIP Readiness Assessment services? If you are in control of every device on the network then the Network Design Validation Service could be appropriate. If you are testing a black box such as a carrier-provided MPLS then you will need to use a service that sends real packets through the network and measures how the network handles them. In that case you should order the VoIP Readiness Assessment. Can ShoreTel Network Design Validation be ordered after the network/system is live? Yes, but if you are experiencing voice quality issues you should also consider the ShoreTel Network Diagnostic service. Does ShoreTel offer the ShoreTel Network Design Validation if the customer s network was not supplied by the ShoreTel Partner? Yes, provided the network is composed of equipment certified under the ShoreTel Innovation Network program. Check with Network Services at NetServices@shoretel.com for a current list of supported manufacturers. ShoreTel Network Diagnostics FAQ What is ShoreTel Network Diagnostics? ShoreTel Network Services will conduct a Data Network Root Cause Analysis on the customer data network using all necessary tools and resources available. The completed Data Network Root Cause Analysis provides specific and actionable recommendations that can be used by the customer, partner or the ShoreTel Network Delivery offering to resolve the issue. How do I order the ShoreTel Network Diagnostic service? Network Diagnostics can be ordered as a remote or on-site service, both at a fixed price.

3 Will ShoreTel fix the problem once it has been isolated under the Network Diagnostic service? No. The ShoreTel Network Diagnostics service is not a network remediation service but rather a comprehensive data network root cause analysis. When the problem is identified, specific and actionable information learned can be used to resolve the issue by the customer, ShoreTel Certified Partner or by the ShoreTel Network Delivery offer. What happens if the problem turns out to be a ShoreTel fault and not a network issue? There will be no charge for this service if the problem turns out to be a ShoreTel fault and not network related. What happens if ShoreTel can t find the problem? If no network related problem is found, there will be no charge for this service. I have Partner or Enterprise Support. Why do I have to pay extra if there is a problem with my ShoreTel system? Your ShoreTel Support agreement covers ShoreTel hardware and software defects, as well as ShoreTel s effort to find and correct those defects. Third-party data network equipment failures and misconfigurations are not covered under your ShoreTel support agreement. ShoreTel services are available as a custom quote to diagnose and isolate an issue with your data network. How long will it take to find the problem? The duration to properly isolate an issue on the data network can vary greatly but is generally related to the size of the data network and how transparent the customer is with their network access, topology and configuration. What tools will ShoreTel use to diagnose my network? ShoreTel may use a variety of tools and processes to diagnose a network issue. Can ShoreTel perform this service on site? Yes, the ShoreTel Network Diagnostics Service is available as a remote or on-site service. What access will ShoreTel require to diagnose my network? ShoreTel may require access to any network device that is on the customer data network to see configuration, real-time or historical logs, statistics and/or packet captures. What if something needs to be done on site, such as reboot a device or connect a network cable? No intrusive resets or modification to the customer network will be performed by ShoreTel. Any potentially service-impacting actions which are deemed necessary to restore service must be made by the customer. All steps required for remediation such as reboots, cabling changes, etc. must be completed by the customer, even if this service is being delivered on site by ShoreTel. Network Delivery FAQ What is the ShoreTel Network Delivery service? ShoreTel Network Delivery helps customers ensure their IP networks are designed and configured for optimum performance when supporting their ShoreTel IP Phone, ShoreTel Mobility or ShoreTel Unified Communications solutions. Who should use ShoreTel Network Delivery? ShoreTel Partners who do not have the skills or resources to design and implement data networking solutions, but who want to sell data networking hardware and services with ShoreTel UC systems to simplify deployment, vendor management and invoicing for the customer.

4 What network vendor equipment will ShoreTel configure under the ShoreTel Network Delivery service? ShoreTel will configure network vendor equipment from vendors who are certified under the ShoreTel Innovation Network program as well as other major networking equipment manufacturers. Check with ShoreTel Network Services for additional supported data manufacturers at Will ShoreTel install or configure network equipment that was not supplied by the ShoreTel Partner? No. If my data network is a single-site LAN or my network experiences no bandwidth congestion, do I need QoS installed on my data network for VoIP to work properly? Yes, the data network was not originally designed for voice traffic, and Quality of Service is the mechanism that allows VoIP to have the priority it needs on the data network for toll-quality voice services. QoS was designed to manage bandwidth congestion on the data network, and more often it manages a switch s or router s memory buffer for each of its connected interfaces. Regardless of congestion on a network link, all incoming and outgoing packets store and forward using the limited memory buffer for queuing to ingress or egress each connected link. If more packets are coming into an interface s buffer than the speed it can transmit them on the connected link, the buffer fills up and drops packets while the link is not congested. Proper QoS configuration resolves this frequent problem which affects VoIP most often compared to other data applications. If I have multiple sites, how does the pricing for the Network Delivery service work? Each site is priced separately using the same tiered Network Delivery pricing model. For example, a single-site deployment with 100 phones would use Qty. 1 SKU (Network Delivery/Remote/ Phones) at a cost of $1, If the same 100 phones are actually split between two sites, 50 and 50, use the pricing model would use Qty. 2 SKU (Network Delivery/Remote/26-50 phones), and the cost would be 2 x $ = $ How do I get a quote for ShoreTel Network Delivery? If the network will be supporting a maximum of 1000 IP Phones then you can get a quote directly from QMS or the ShoreTel Quote Tool. If the network will be supporting more than 1000 phones, please contact NetServices@shoretel.com for a custom quote. How do I order ShoreTel Network Delivery? Order the SKU appropriate to the number of ShoreTel IP extensions at the site where you require the ShoreTel Network Delivery service. If you are deploying a multi-site system, and require Network Delivery Service for more than one site, then you will order a quantity of more than one Network Delivery Service SKU. Is there a Statement of Work for ShoreTel Network Delivery? A generic Statement of Work (SOW) will be available on the ShoreTel Partners website. This SOW applies to ShoreTel Network Delivery for networks supporting 1000 phones or less. If you request a Network Delivery quote for greater than 1000 phones, ShoreTel provides a custom SOW if required.

5 About ShoreTel ShoreTel is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award winning, all-in-one IP phone system, UC and contact center solution, and its industry leading hosted business phone system, workers enjoy a freedom and self-reliance that other providers can t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA USA. shoretel.com and shoretelsky.com +1 (800) Toll Free +1 (408) Tel. +1 (408) Fax for ShoreTel EMEA ASIA PACIFIC +1 (646) Tel. +1 (646) Fax for ShoreTel Sky Freephone +44 (1628) Tel. +61 (0) Tel. Copyright 2013 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice. Part # /09.13

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