Opening a Support Case

Content

NOTE:  If you are a ShoreTel Connect Resell customer, you must contact your Partner, rather than ShoreTel Support, for all Support needs.

If you experience an issue with a ShoreTel product, feature, or service, a support case can be reported to ShoreTel Support in one of the following ways:

Please be prepared with the following information to more efficiently initiate your support case request:

Chatting with Support

ShoreTel Connect Authorized Contacts can initiate a live, interactive chat session with a member of the ShoreTel Support team to open a support case.

  1. Do one of the following:
    • On the Support menu in the ShoreTel Connect portal, click Knowledgebase.
    • Visit the ShoreTel Support site at http://support.shoretel.com.
  2. At the top of the Support page, click Sign In.

    The Customers, Partners, Consultants and Developers log in page of the ShoreTel Support site is displayed.

  3. Enter your ShoreTel Connect portal log in credentials, and then click Sign In.
  4. At the bottom-left of the page, under Need Help?, click Contact Support.

    The Contact Support page is displayed.

  5. Click the link under Chat With Support to initiate a live chat session with a member of the ShoreTel Support team.
  6. On the Chat with an Agent page, do the following:
    1. Select a reason for initiating the chat.
    2. If your request is associated with an existing support case, enter the case number.
    3. Click Start Chat.

Opening a Support Case Online

Authorized Contacts can open support cases online through the ShoreTel Support site.

  1. Do one of the following:
    • On the Support menu in the ShoreTel Connect portal, right-click Support Cases, and then select the option to open in a new tab.
    • Click Support on the blue tab at the bottom-right of the ShoreTel Connect portal page, and then in the Contact Us dialog box, right-click Open a Case and select the option to open in a new tab.
    • Visit the ShoreTel Support site at http://support.shoretel.com, and then click Cases in the second level menu bar located below the Search Knowledgebase field.

      The Customers, Partners, Consultants and Developers log in page of the ShoreTel Support site is displayed.

  2. Enter your ShoreTel Connect portal log in credentials, and then click Sign In.

    NOTE: If you have confirmed that you entered your correct ShoreTel Connect portal username and password, and an error message appears indicating that your log in attempt has failed, your password may be out of sync. Return to the ShoreTel Connect portal, reset your password and then try again. For information about changing your ShoreTel Connect portal password, see Changing the ShoreTel Connect Portal Password.

    You are logged in to the Support site and the Cases page is displayed.

  3. Click New Case.

    NOTE: The RMA button (Return Merchandise Authorization) is only for ShoreTel ONSITE (Premises) customers who perform user management in ShoreTel Director.

  4. In the Subject field, type a concise summary of the issue.
  5. In the Description field, type a detailed description of the issue including the following information:
    • When the issue occurred
    • The affected phone numbers
    • The affected locations
    • The type of calls that are affected (inbound/ outbound/ all)
    • The product, feature, or service you need added, changed, or removed, and for which users, phone numbers, and locations
    • The date when you need this product, feature, or service to be activated or deactivated
  6. In the Reason list, select the reason for opening your case; Technical, Non-Tech, or Mobility.
  7. In the Priority list, select one of the following:
    • P3 (Standard) - if the issue does not impact the ability to make or receive phone calls. For example, a configuration change needs to be made or an order needs to be processed.

      Standard requests and cases with an Action Plan, receive updates every 24 hours.

    • P2 (Urgent) - if the issue impacts an individual and that user is unable to use the ShoreTel Connect phone service or is having a call quality issue. For example, a service problem that causes a business impacting event.

      Urgent requests receive updates every four hours until an Action Plan is in place.

    • P1 (Emergency) - if the issue impacts an entire location or has a serious adverse effect on your business. For example, a service problem that impacts multiple users, resulting in a complete outage for those users.

      Emergency requests receive updates every hour until an Action Plan is in place.

  8. In the Feature list, select the applicable feature, or select Other.
  9. In the Version list, select Not Applicable.
  10. In the Build list, select Not Applicable.
  11. Do not select a value in the Trunk Provider list.
  12. Click Next.
  13. Verify the displayed information is correct for the Support Case, and then click Next.
  14. Click Submit Case.

    A new support case is created and submitted to the ShoreTel Support team.

Related Articles

ShoreTel Connect CLOUD Support
ShoreTel Connect CLOUD Training Webinars
How to Search the Knowledge Base
ShoreTel Connect CLOUD Supported Devices
Using the ShoreTel Connect Portal
ShoreTel Connect Portal Documentation


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