Expert Support

A dependable partner is essential for your business operations, particularly in communication. Packet Fusion, a Mitel Global Partner Platinum Certified partner, supports 420 Mitel/ShoreTel customers and employs 15 Certified Mitel Engineers to assist you. Packet Fusion is a trusted advisor who can quickly troubleshoot issues and restore your system’s functionality.

communications support - packet fusion - tech advising services

Our Mitel / ShoreTel capabilities include:

Managed support that can be accessed remotely or on site

Comprehensive Mitel/Shoretel training programs for your staff

Random and planned system health checks / these are 100% complementary and ensure your Mitel/Shoretel system is properly optimized

Support inclusive of all aspects of your systems including Mitel/ShoreTel SIP phone, Mitel/ShoreTel VoIP systems, Mitel/ShoreTel conference bridge, Mitel/ShoreTel hosted PBX, Mitel/ShoreTel IP PBX, Mitel/ShoreTel softphone, Mitel/ShoreTel communicator, and more.

Valuable one-on-one time with our management team and our engineers

Assistance in integrating the correct components for your business needs

How We Approach Support

We believe in tailoring our services to fit your needs, not the other way around. We aren’t tied down to any vendor, meaning we won’t force your unique challenges into a predefined mold. Instead, we adapt and prioritize your specific requirements.

At Packet Fusion, we leverage a four-pillar strategy to provide you with exceptional Mitel/ShoreTel phone support.

1. Technical Assistance Center (TAC)

Around The Clock Support
Our team is here for you – 24/7/365

Immediate Assistance
Live Answer Support Queue 7am-5pm PST

Dedicated After-Hour & Holiday Support
Staffed with Advanced Certified Engineering and Escalation Management versatile in addressing various solutions and infrastructure needs

2. Monitoring

Continuous, proactive monitoring
for both Mitel Alerts & Windows Events

Scheduled configuration backups

Up-to-date software release information

Secure methods for remote access

3. Upgrades

Complimentary upgrades
both software and labor

Complimentary software bug fixes and patches when applicable

Migration services available
based on time and materials

A dedicated upgrade team
featuring both a Project Manager & Engineer

A track record of over 100 upgrades annually

4. Warranty

Prompt replacement for all hardware

Option to include phones in the warranty

Stocked inventory for same-day replacements when needed

Get Better Support

Client Reviews - Packet Fusion - Cloud Quote

Thoughts From Clients

Excellent customer service, Packet Fusion team!

San Jose McEnery Convention Center

Very helpful, efficient, and great customer service!!

West Valley Staffing Group

Great customer service and technical expertise, your engineers should be commended for their technical know-how.

Relypsa

Great Support!

City of Laguna Hills

“Recently, one of our schools experienced a catastrophic outage Due to the timeline we were under with school starting, we needed the our systems up and working. Several members of the Packet Fusion team did a spectacular job in displaying customer service, technical knowledge, and professionalism.

Placer Union High School District

“Thanks again for your team’s excellent response times! It has been a pretty difficult project, to say the least. Thanks again to your team for being there for us during the tech crunch times.”

Victor Valley Transit Authority

“I just want to send a quick note to acknowledge the professionalism and commitment to customer success from your team. Thank you for fostering a great team.”

Trident

Your statement of requirements is superior to anything we previously explored. From the start of our exploration through go-live, we have been impressed with your process to get us to the cloud. Thanks for the guidance from your exceptional team.

SEIU (Service Employees International Union)

Your team’s work on documenting and extracting the data from our current service provider has been outstanding. You put the information together in a simple easy to understand Excel file. We are glad we placed this job in your capable hands.

Temecula Valley Cardiology Medical Group

Moving parts of our operations to the cloud was a significant step for us, particularly given our limited familiarity with technical fields. Your team’s involvement went above and beyond our expectations. Throughout the entire process, Packet Fusion demonstrated an unwavering commitment to monitor each step meticulously. Your proactive stance in identifying potential challenges and preemptively addressing them was instrumental in averting potential issues before they could escalate. The thoroughness and precision with which Packet Fusion approached the migration were evident from the outset. Your team’s ability to foresee potential roadblocks and promptly make necessary corrections was nothing short of remarkable. As a result, the transition was remarkably smooth, causing minimal disruption to our operations.

Self Help for the Elderly

Yep! I would recommend the Packet Fusion to anyone who asks.

Carson Tahoe

PacketFusion had to step in to save the day with a vendor we were using and they were fantastic. Thank you team.

City of Brawley

Absolutely, I would be happy to talk to anyone about Packet Fusion. Always appreciate all the help you guys give us.

Konocti USD

Experience was great…Packet Fusion always provides excellent service and knowledge around nearly any IT solution.

St. Ignatius Prepatory

The responsiveness of the Packet Fusion support teams and having local staff for on-site support is great.

Heritage Bank

We moved all of our telephony support services over to Packet Fusion from various vendors mainly because of the wonderful service we received from your original support offering to us (ShoreTel).

Omnicell

Excellent knowledge of competing phone systems. Great coordination with our company to facilitate intelligent decision making. And terrific support throughout the transition to the new system and follow-on support.

Topaz

Request a Consultation

Advancements in the field of business tech require an industry-leading support partner. Packet Fusion is the solution you need to keep your technology running at an optimal level. We excel at identifying, implementing, and supporting the most innovative enterprise solutions available.

Contact us today to discuss your risk-free, no obligation program that supports your current communication needs as well as your future opportunities.

Let’s Get Started

UCaaS / CCaaS
Assessment

The key elements to business excellence are preparation and understanding. Our insightful questionnaire will help you and us to understand your needs more clearly. This allows us to engage you with the most efficient response to your communications needs. Ready to upgrade your communication systems?

Take our questionnaire today and let’s take your business to the next level together!

UCaaS Questionnaire

CCaaS Questionnaire

Nationwide Support

Expertise you can rely on

We offer support 24 hours a day, 7 days a week where, when, and how you need it. Contact us today to learn more about Packet Fusion and just what makes us the best, most responsive communications company available.

Talk With an Advisor

Let’s talk about your support needs and see how Packet Fusion can assist you. Call 925-701-2020 or complete the form below.

Expert Support

How We Approach Support

UCaaS / CCaaS Assessment

UCaaS / CCaaS
Assessment