ShoreTel Support "Sign In" Page Help
ShoreTel Sky and Connect CLOUD Customers - Authorized Contacts can “Sign In” to the ShoreTel Support site to open a Case or Chat online by entering the same credentials used to access the ShoreTel Portal at https://portal.shoretelsky.com. End users and Authorized Contacts can also call ShoreTel Support (see the Contact Support page). For helpful information about opening a Case or Chatting online to report issues or request changes to your services, see the Support Cases article (for ShoreTel Sky customers) or see the Opening a Support Case article (for ShoreTel Connect CLOUD customers). If you are not sure which type of ShoreTel cloud-based phone system you are using, click here.
Partner Supported ShoreTel Premises and Connect ONSITE Customers - Customers who purchased a ShoreTel Premises (14.2 and earlier) or ShoreTel Connect ONSITE phone system are usually supported by their partners. If your account needs any type of support, you must contact your ShoreTel partner. If your account has an Enterprise Support contract, see the Enterprise Supported section below. If your account is considering an Enterprise Support contract, contact your partner or send an email to firstname.lastname@example.org.
Enterprise Supported ShoreTel Premises and Connect ONSITE Customers - If your ShoreTel account has an Enterprise Support contract, Authorized Contacts must report all phone system issues by opening a Case in the ShoreTel Support site. After you open a Case, if necessary, you can follow-up with a call to ShoreTel Support. If you are an Authorized Contact, but are unable to log into the site, send an email to email@example.com to explain your login issue. Customer employees who are not Authorized Contacts must report all phone system issues to their own company's help desk (IT support). Non-Authorized Contacts who bypass their own help desk and contact ShoreTel Support directly will be referred back to their own help desk. However, if you are an IT contact for your Enterprise Supported account and need Support site access to open Cases, you can send an email to firstname.lastname@example.org.
ShoreTel Flex and SIP Customers - To find contact information for the ShoreTel Flex Support team and access the ShoreTel Flex knowledge base, visit the ShoreTel Flex and ShoreTel SIP Support site.
Partners, Consultants, and Developers
Partners - If you are a ShoreTel Partner, Authorized Contacts from your account must report all issues by opening a Case in the ShoreTel Support site. After you open a Case, if necessary, you can follow-up with a call to ShoreTel Support. If you are an Authorized Contact, but are unable to log into the site, send an email to email@example.com to explain your login issue. Note that each ShoreTel Partner account has one or more Super Users who are responsible for designating Authorized Contacts for their account. If you work for a ShoreTel Partner and need access to the Support site, you can send an email to firstname.lastname@example.org to find out who the Super Users are for your account. If are not yet a ShoreTel Partner, but would like to be, visit the ShoreTel Partners web page.
Consultants - If you are a member of the ShoreTel Consultant Liaison Program and you purchased a support contract, but are unable to log into the ShoreTel Support site, send an email to email@example.com to explain your login issue. If you are a consultant and would like to become a member of this program, visit the ShoreTel Consultants web page and complete the online application form.
Developers - If you are a member of a ShoreTel TechConnect Program and you purchased a support contract, but are unable to log into the ShoreTel Support site, send an email to TechConnect@shoretel.com to explain your login issue. If you are a developer and would like to become a member of TechConnect, visit the ShoreTel TechConnect web page and complete the online registration form.
The ShoreTel Support site, also known as the Technical Assistance Center (TAC), has a "Sign In" page that appears whenever you access a link that requires logging into the site to continue. This page, which displays "SIGN IN" above Email and Password fields, opens when you click any of the following items:
- links to 'Cases,' 'Support Cases,' 'My Account,' and 'Sign In'
- links to ShoreTel Premises and Connect ONSITE articles that require authentication
- links to all Software Downloads articles
Logging into the ShoreTel Support site at http://support.shoretel.com/ is most often used for opening a Case to report an issue or request changes to services, and is limited to only the following authorized persons:
- Authorized Contacts for Partners, Enterprise Supported (Premises/Connect ONSITE) Customers, and Cloud-based (Sky/Connect CLOUD) Customers
- Consultants and Developers who have a support contract
If you are an authorized person, enter the business email address that was previously registered with ShoreTel along with the associated password. Use the FORGOT PASSWORD button to reset a previously validated password. If you are not sure about your status as an authorized person or have issues with your login credentials, ask an Authorized Contact (phone system administrator) in your organization.