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ShoreTel Announces New Remote Monitoring Service

Around-the-clock service offering changes traditional maintenance from reactive to proactive support for on-premise IP PBX solution
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SUNNYVALE, Calif., May 8, 2012 – ShoreTel® (NASDAQ; SHOR), the leading provider of brilliantly simple premise and cloud-based business phone system and communication solutions with fully integrated unified communications (UC), today announced a new Remote Monitoring service. 

ShoreTel Remote Monitoring is a 365-day, around-the-clock service, which proactively monitors ShoreTel IP PBX products deployed on a customer’s premise. Developed for both new and existing customers, ShoreTel Remote Monitoring verifies availability and expedites the response process – ultimately improving mean time to repair for events associated with ShoreTel systems. With monitoring, the team supporting the customer’s installation is automatically notified of any issues that may arise. This simplifies the support process and provides operational efficiencies, allowing customers to spend less time managing communications and more time focused on their core business initiatives.

“The great thing about this service is that it moves support and problem response out in front of the end-user experience,” said Don Joos, vice president of global services at ShoreTel. “System events and notifications can provide information for action before an end user experiences any problem. With this service it is possible to fix issues before they are even noticed.”

ShoreTel utilizes a management system to collect system data and to interpret it in a format that can be utilized by the ShoreTel Technical Assistance Center (TAC) and/or ShoreTel Certified Resellers. The Service is scalable for supporting multiple customers and devices while securing access for each customer.

“Any size or kind of business may need 24/7 telephone service, or suffer an outage during off-hours that leaves staff without service when they start their day,” notes John Burke, principal research analyst with Nemertes Research. “However, most can’t afford a 24/7 network operations center to monitor availability and troubleshoot problems. This kind of managed service helps fill that gap and ensure availability of necessary services.”

“As a ShoreTel customer, we’re excited about ShoreTel’s new Remote Monitoring service,” said Deanna Liberti, vice president of operations and business relations for Eastern Massachusetts Better Business Bureau. “This service will allow us to focus on our core business while subscribing to a cost effective and essential service. The comfort of knowing ShoreTel -with all its resources and expertise – can proactively monitor our ShoreTel IPBX investment 24/7 is re-assuring.”

Remote Monitoring will be available for ordering by the end of the month.

About ShoreTel

ShoreTel, Inc. (NASDAQ: SHOR) is the provider of brilliantly simple Unified Communication (UC) solutions based on its award-winning IP business phone system. We offer organizations of all sizes integrated, voice, video, data, and mobile communications on an open, distributed IP architecture that helps significantly reduce the complexity and costs typically associated with other solutions. The feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and use. Increasingly, companies around the world are finding a competitive edge by replacing business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business communication. ShoreTel is based in Sunnyvale, California, and has regional offices in Austin, Texas, United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit

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ShoreTel and the ShoreTel logo are trademarks or registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other trademarks, trade names and service marks herein are the property of their respective owners.

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