Support-ShoreTel

Feature Gold Gold
Advantage
Platinum
Phone & Web Chat Support
(5AM -5PM PST M-F) & Emergency After-Hours Support (24x7)
x x x
Brightmetrics (includes up to 3 real-time dashboards) x x x
Professional Voice Talent for System Recordings (4 production services and twenty audio recordings per year) x x x
Inflow Cloud Backup Service (includes backups for the configuration database, call data, voicemails, and prompts) x x x
Software Updates with Guaranteed Next Business Day Support (remotely after business hours Mondays-Thursdays) x x x
Server Migrations (Remote support and 2 hours included) x x x
Advanced Hardware Replacement (phone coverage optional) x x x
Monthly Live End User and Administration Training Webinars x x x
Full Access to Inflow's Customer Knowledge Portal x x x
Advanced Call Recording (includes 3 months of cloud storage for recordings and will record up to 150 users) x x
Cloud Auto-Attendant for Disaster Recovery & Business Continuity x x
Conversation Analytics (includes up to 1800 hours/year) x x
Custom Music On-Hold (up to 2 per year included) x x
Discount on Billable Professional Services 15% 20%
Annual Two-Day Contact Center Accelerator (CCA) engagement x x
Backup Contact Center x x
Remote Moves, Adds, and Changes x
Telephone Carrier Liaison Services x
Inflow System Restoration Service x