ShoreTel Network Services Portfolio

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1 SOLUTION BRIEF Today more and more organizations are deploying productivity-enhancing solutions like VoIP, mobility and unified communications. But many of these enterprises do not have IT department resources to meet the demands of a smooth migration including planning, design and implementation of a corporate data network optimized to support these advanced applications. Leveraging the proven methodology and best practices from ShoreTel Professional Services and our Champion Certified Partners, the Network Services Portfolio provides advanced networking services to help customers ensure their IP networks are designed and configured for optimum performance to support their ShoreTel IP Phone, ShoreTel Mobility or ShoreTel Unified Communications solutions. This comprehensive portfolio of data networking services includes Network Design Validation, Assessment, WLAN, and Network Diagnostics. Network Service Network Design Validation Assessment WLAN VoIP Readiness Assessment Network Diagnostics Description Provides ShoreTel validation of voice design requirements and data networking best practices for the customer data network to successfully carry VoIP traffic. Provides active testing to determine if the existing customer data network infrastructure can successfully carry VoIP traffic. Provides active testing of new or existing Wi-Fi data network coverage to determine if the customer Wi-Fi network meets standard wireless measurement thresholds to successfully carry VoIP traffic. Provides full or partial discovery, design, install, configure, test and hand-off a new or existing corporate data network infrastructure that can successfully carry VoIP traffic. 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 offering to resolve the issue.

2 Providing customers with the flexibility of choices, ShoreTel Network Services are offered as remote or on-site and can be bundled with other ShoreTel installation services. Service Network Design Validation Assessment WLAN Assessment Network Diagnostics On-Site Overview Network Design Validation Provides ShoreTel validation of voice design requirements and data networking best practices for a customer or ShoreTel Champion Certified Partner-designed corporate data network to successfully carry ShoreTel Unified Communications VoIP traffic. Applicable for new or existing customer sites prior to a ShoreTel VoIP deployment, characteristics and features of ShoreTel Network Design Validation include: Covers up to 500 phones and/or up to 5 sites. Over 500 phones and/or 5 sites available as custom quote. and design enhancements as needed. Offered as a ShoreTel remote service only. Assessment Provides active testing to determine if existing customer data network infrastructure can successfully carry VoIP traffic. Applicable for existing customer sites prior to a ShoreTel VoIP deployment, characteristics and features of ShoreTel Assessment include: Active testing across the data network with simulated VoIP traffic. Test private WAN connections (e.g. carrier provided MPLS) in multi-site deployment for proper Quality of Service configuration and performance across carrier Provide comprehensive analysis with enhancements as needed. Offered as a ShoreTel remote service only. WLAN Assessment Provides active testing of new or existing Wi-Fi data network coverage to determine if the customer Wi-Fi network meets standard wireless measurement thresholds to successfully carry VoIP traffic. Applicable for new or existing customer site deployments, characteristics and features of the ShoreTel WLAN VoIP Readiness Assessment Service include: Covers first 15,000 sq. ft., unlimited APs (access points). Service offering can be scaled to include additional blocks of 15,000 sq. ft. and unlimited APs (access points) as needed. Active heat-map testing across Wi-Fi coverage area. enhancements to the WLAN network as needed. Offered as a remote or on-site ShoreTel service.

3 Travel and expenses not included in on-site option, customer T&E quote required. ShoreTel Network Services will partially or fully discover, design, install, configure, test and handoff a new or existing customer corporate data network infrastructure that can successfully carry VoIP traffic. Applicable for new or existing customer site deployments, characteristics and features of the ShoreTel service include: Pricing scales with the number of primary-use IP Phones (i.e. handset or softphone) on a per-site basis. Actual invoiced primary-use IP Phone count determined at end of deployment. Design and deployment of partner provided and ShoreTel approved data network equipment (e.g. L2/L3 switches, router, firewall, MPLS, Internet connectivity, WLAN). Configuration for only voice and data VLANs per site. Configuration for WLAN VLAN(s) if WLAN controller(s) and APs (access points) are deployed. Redundant configurations where applicable. Customer specified, short-term port capacity growth above install user base. Offered as a remote ShoreTel service. On-site service available with custom quote. Any uncommon or special data network configuration for unrelated data applications that require additional configuration above the typical data network infrastructure on the data VLAN. Hardware not on the ShoreTel approved data network equipment list. Server deployments. Post-installation data networking maintenance support. Setup of data network monitoring tools such as SNMP, S-Flow, Net-Flow, etc. Rack and stack or physical connections of equipment (i.e. remote support only). Training. ShoreTel purchase/resale of non- ShoreTel equipment and/or shipping. 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 or their partner to resolve the issue. Applicable for existing customer site deployments, characteristics and features of ShoreTel Network Diagnostics include: Active testing across data network with simulated or actual VoIP traffic. Test private WAN connections (e.g. carrier provided MPLS) in multisite environment for proper QoS configuration and performance across the carrier enhancements to resolve identified problems. If the problem is identified to be a ShoreTel issue, no charges will be incurred. Travel and expenses for one site included. Custom T&E quotes are available for multiple on-site services (i.e. on-site support only). Offered as a remote or on-site ShoreTel service. Remediation services, ShoreTel will

4 Proven service delivery lifecycle ensures that all companies receive the technical support they need to optimize, deploy and maintain ShoreTel VoIP, mobility and UC deployments over the entire product lifecycle. The ShoreTel Network Services Portfolio Advantage: Business Continuity Confirm the network is optimally configured for support of ShoreTel solutions Reduce Deployment Improve speed and efficiency of migration Quality Assurance Validate that the network has the capacity to support the planned installation 4. Optimization Realize ROI, Peak Efficiency, & Productivity 3. Operational Management Maintenance, Support, Stability & Business Continuity Lifecycle Overview Network Services 1. Pre-deployment Consulting Strategic, Operational & Technical Requirements Analysis 2. Deployment Site Readiness Discovery Design Implementation Cutover &Training Ordering information, guidelines, and procedures SKU Phones Phones Phones Phones Phones Phones Phones Phones Phones Phones Description Network design/configure/install, remote. Single site, 1-10 phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1 Network design/configure/install, remote. Single site, phones. Includes at least 1

5 SKU Phones Network Design Validation, Phones Network Diagnostic Service, Network Diagnostic Service, On-site Network Services Custom WLAN Assessment, On-site WLAN Assessment, On-site, Additional Coverage WLAN Assessment, Assessment Network design/configure/install, remote. Single site, phones. Includes at least 1. Up to 500 phones and 5 sites. Assures network design fully supports ShoreTel voice & video. Includes review of network schema & configurations, written report, and conference call to discuss results.. Includes isolation & characterization of data network issues, excludes remediation. charge if behavior is caused by ShoreTel system. On-site. Includes isolation & characterization of Data Network issues, excludes remediation. charge if behavior is caused by ShoreTel system. n-standard Network Services work. Requires custom quote. On-site. Up to 15,000 sq. ft. total, unlimited APs. T&E charges not included, additional T&E for multiple sites. On-site. Up to 15,000 sq. ft. additional coverage for WLAN VoIP readiness assessment, unlimited APs. Must be ordered with SKU T&E charges not included, additional T&E for multiple sites.. Up to 15,000 sq. ft. total, unlimited APs. Customer/partner conducts all on-site activity.. Includes 1-2 test agents and project report. Resources and related documents ShoreTel AN Data Network Best Practices for ShoreTel VoIP kb/downloads/an10326.pdf More information For additional information please contact your ShoreTel Champion partner or the Network Services team at netservices@shoretel.com Assessment, Additional Test Agent, 3-10 Assessment, Additional Test Agent, 11 Or More Features and benefits for channel partners offers great value to ShoreTel customers as well as ShoreTel partners. With these new offerings, ShoreTel partners will benefit from: 1 additional test agent for Assessment, 3-10 agents total. Must be ordered with SKU additional test agent for Assessment, 11 or more agents total. Must be ordered with SKU (quantity 1) and SKU (quantity 8). Increased knowledge-sharing of best practices from ShoreTel to partners Added revenue and margins Increased productivity by freeing up partner resources used to handle escalations Customer loyalty 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