Success Programs

Industry-Leading Innovative Support & Success Programs

Customer service is a top priority here at Inflow. That’s why we offer flexible maintenance and support plans to provide you with around the clock support and frequent system upgrades to keep your system operating at peak performance.

Mitel/ShoreTel Success Program

Feature	Gold	Gold Advantage	Platinum
Phone, Email & Web Chat Support (5AM -5PM PST M-F) & Emergency After-Hours Support (24x7)	x	x	x
Inflow Analytics powered by Brightmetrics - including pre-built core system report & dashboard templates	x	x	x
Professional Voice Talent for System Recordings	x	x	x
Inflow Cloud Backup Service	x	x	x
Software Updates/Upgrades with Guaranteed Next Business Day Support	x	x	x
Server Migrations (remote support and 2 hours included per migration)	x	x	x
Advanced Hardware Replacement (phone coverage optional)	x	x	x
Monthly Live End User and Administration Training (we provide monthly training webinars for your continued education free of charge)	x	x	x
Full Access to Inflow's Customer Knowledge Portal (training videos, tech articles & whitepapers)	x	x	x
Advanced Call Recording (includes 3 months of cloud storage for recordings and up to 150 named extensions recorded)		x	x
Cloud Auto-Attendant for Disaster Recovery & Business Continuity Learn More		x	x
Conversation Analytics - Immediate insights and AI for your important conversations (includes up to 150 hours/mo) Learn More		x	x
Custom Music On-Hold		x	x
Proactive Monitoring & Notifications to Inflow Support		x	x
Network Monitoring & Diagnostic Software for Core Network Equipment		x	x
Discount on Billable Professional Services		15%	20%
Remote Moves, Adds, and Changes			x
Telephone Carrier Liaison Services (Assist with Issue Ticket Creation, Follow-Up, and Escalation until Resolution)			x
Inflow System Restoration Service (assisting with restoration of the system backup on a new virtual machine or physical server)			x

Additional Contact Center Support Features

Feature	Gold	Gold Advantage	Platinum
Pre-Built Contact Center Report & Dashboard Templates	x	x	x
Annual two-day Contact Center Accelerator (CCA) engagement and report		x	x
Backup Contact Center Learn More		x	x

Cloud UCaaS & CCaaS Success Program

Feature	Gold	Gold Advantage	Platinum
Phone, Email & Web Chat Support (5AM EST-5PM PST M-F) & Emergency After-Hours Support (24x7)	x	x	x
Professional Voice Talent for System Recordings	x	x	x
Monitoring & alerting of up/down status for UCaaS/CCaaS circuit(s)	x	x	x
Monthly Live End User and Administration Training (We provide monthly training webinars for your continued education free of charge)	x	x	x
Full Access to Inflow's Customer Knowledge Portal	x	x	x
Conversation Analytics - Immediate insights and AI for your important conversations (includes up to 150 hours/mo) Learn More		x	x
Cloud auto-attendant for disaster recovery & business continuity Learn More		x	x
Custom music on-hold services		x	x
Monitoring & alerting for critical path network devices (router, switch, firewall & SD-WAN device, etc.)		x	x
Discount on Billable Professional Services		15%	20%
Remote Moves, Adds, & Changes			x
Monitoring & alerting of call quality			x
UCaaS/CCaaS-related Carrier Liaison Services (Assist with Issue Ticket Creation, Follow-Up & Escalation until Resolution)			x

Additional Contact Center Support Features

Feature	Gold Advantage	Platinum
Annual two-day Contact Center Accelerator (CCA) engagement and report	x	x
Backup Contact Center Learn More	x	x
Ongoing Monthly Contact Center Accelerator (CCA) Consulting Hours (hours vary by need)		x