ShoreTel | Toshiba | Phone Systems Dealers | California

ShoreTel IP Telephone Systems and TOSHIBA Business Phone Systems

Total Service for these Central California Cities and the Greater San Francisco Bay Area

Concord | Fairfield | Fresno | Hayward | Madera | Merced | Modesto | Oakland

Sacramento | San Francisco | San Jose | Santa Clara | Stockton

 Walnut Creek | Watsonville

"Providing Central California Telecommunications Excellence for More Than 30 Years"

Support Plans for ShoreTel and TOSHIBA IP Phone Systems

  • TOTLCOM offers its own in-house, dedicated, certified engineers available to help support your ShoreTel or TOSHIBA IP Phone System.
  • No outsourcing - we use in-house engineers to give a better response
  • 24/ 7/ 365 support available
  • ShoreTel certified engineers
  • TOSHIBA certified engineers
  • In-house engineers that can liaise with your TELECOM account manager (if you have other telecoms services through us), access all of your telecoms details across TOTLCOM to help provide a comprehensive, highly personalized, excellent service offering
  • Remote support helps ensure that your system can be up and running in minutes
  • If remote support does not fix a problem, then an engineer can be dispatched to your site for hardware and software repairs
  • We support many organizations with complex support requirements.

Support Options: There are three different support options for your consideration:

Platinum Support (ShoreTel or TOSHIBA)
Gold Support (ShoreTel or TOSHIBA)
Silver Support (ShoreTel or TOSHIBA)

Platinum Support

This option is completely tailored to your needs and doesn't necessarily follow the same one-size fits all approach of other support options. This could mean you want an expedited SLA, or engineer-on-site time; or that you want a dedicated engineer on-site when you are taking/ receiving a large volume of calls on one particular day (this has happened); or that you want regular health checks made to your system.

Gold Support
Hours: 24hrs
Days: 7/ 365 (including Bank & Public Holidays)
Response Time: Within 4hrs of Customer Service receiving the fault report for a complete system failure (i.e. at least 90% of extension users are unable to make or receive outside calls). Within 8hrs if 50% of users are affected under the same circumstances, and terms.

Silver Support
Hours: 09:00 - 17:00
Days: Monday - Friday (excluding Bank & Public Holidays)
Response Time: Within 4hrs of Customer Service receiving the fault report for a complete system failure (i.e. at least 90% of extension users are unable to make or receive outside calls). Within 8hrs if 50% of users are affected under the same circumstances, and terms.