Very new to Shoretel - I recently picked up a client that has Shoretel in-house. The have a contract with a local Shoretel provider to handle maintenance @ about $4600/year. Have roughly 80 seats.
We recently had someone at the client site download a new version of the Shoretel softphone and found it wouldn't work. Reached out to the provider and they said it's because we're on an old build of 14.2. For our discussion, we'll ignore whether that's true or not. Next step was client wanted to find out what it would take to get current so they could use the latest and greatest softphone.
Provider needed access to the ST server and was having problems so asked us to go in and check something. While I was in the system, I noted that Microsoft updates had not been done on the system since February 2014 (Possibly when the system went in.) I asked if this should have been done as part of regular maintenance and they beat around the bush a little bit and finally told us we'd have to open a ticket if we wanted updates done. So that's concern number one.
Second up is the quote we were provided to upgrade the build of 14.2. Now I recently discovered that 14.2 is end of life this year (For the forums, not the provider), so we obviously wouldn't want to upgrade to that regardless. But the quote we received started with the following - "Upgrade the current system in place from build 19.44.4700.0 to the current version of ST14.2 Build 19.49.7200.0."
Then further down the quote is a spec for a new UC server 30 and the licenses for Connect ONSITE. Provider is telling me all of this is required, but it makes no sense to me. So we'll be having a call on Monday. Are we upgrading the ST 14.2 build, or are we putting in a new server and Connect ONSITE, and why are they saying both?
What is jumping out at us though is the price. $1900 for the server, $1200 for project management, and $6000 for engineering labor.
Reading online, many say the upgrade should be included. At $4600/year for maintenance, we generally agree, especially since it appears no maintenance is actually happening (We handle all moves/add/changes.)
Can I get some opinions? Most of our VoIP is hosted, so we're not used to dealing with on-prem equipment and want to make sure the client isn't getting hosed.
