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Frequently Asked Questions

Any questions from partners relating to Mitel’s acquisition of ShoreTel should be referred to shoretelpartners@mitel.com.


Partner FAQ

Will other partners be able to sell the other product line (Mitel / ShoreTel) and compete with me?

At this time the respective discounts, tools, training, and partner programs remain unchanged. Continue to use these as you do today. We will communicate any changes to you well in advance.

How will elements like dealer discounts, configuration and pricing tools, product training and certification be handled now?

At this time the respective discounts, tools, training, and partner programs remain unchanged. Continue to use these as you do today. We will communicate any changes to you well in advance.

Which products can I sell now that the acquisition process is complete?

  • For the first 90 days post-close, continue to sell the products you have been selling until now. The integration team is conducting a comprehensive analysis of the product portfolios, with the intent to communicate the combined portfolio early in 2018.
  • At this time, ShoreTel partners interested in selling Mitel products (and vice versa) will need to register as a Mitel partner then complete the training and certification requirements for those solutions. Mitel is currently looking into unifying channel programs through a single, simplified onboarding process.

Which promotions can I now I sell? Will existing promotions still be honored?

Existing promotions will remain unchanged and will continue to be honored by Mitel for the first 90 days post-close.

Which company will provide service and support?

There are no changes to existing service or support tools, processes or contacts. If changes are made as a result of the integration process, they will be communicated well in advance.

What can partners expect to hear from Mitel?

  • We value the critical contribution that our partners make to our business. As we move quickly and carefully through the integration process, it is our priority to communicate any new developments to you as they happen.
  • Our focus is on helping you maintain business continuity and minimize disruption to your current business and the customers you serve. Expect communications from Mitel that are centered on this perspective.

I partner with both Mitel and ShoreTel. Will I accrue any special benefits or deals now that the companies are combined?

Today you will continue to be a part of both programs. As we work through integration and toward a single unified channel program, we do not expect to implement any major changes to either channel program before Q2 2018.

Will partners be commissioned on products/services from both Mitel and ShoreTel?

Not at this time. ShoreTel partners will be commissioned as usual for ShoreTel product sales while Mitel partners will be commissioned for Mitel product sales.

How will respective partner compensation plans be affected?

Partner compensation plans remain unchanged. Any changes will be communicated to you well in advance, as outlined in current partner contracts and handbooks.

Will partners be trained on the combined portfolio?

For the time being it is business as usual. Continue to sell the product lines you are already selling. Partner training opportunities will become available to you once the combined portfolio roadmap has been determined and shared (expected early in 2018).

When and how will the partner programs be merged?

At this time continue to work within the partner programs as usual. Mitel is currently working on a combined partner program and will provide you with details once it is available. We will continue to invest in a robust partner portal capability based on the Salesforce Partner Resource Manager (PRM) system.

What will happen to the current ShoreTel partner program?

Mitel will honor the current ShoreTel partner program to the end of March 2018. Mitel is currently working on a combined partner program, and will provide you with details once it is available.

How should partners competitively position the new portfolio offering?

  • At this time, there are no immediate changes to the Mitel and ShoreTel portfolios. Continue to position Mitel and ShoreTel products as world-class cloud and on-site solutions that offer innovative features, value and investment protection.
  • Mitel is working to develop the combined portfolio and roadmap (expected Q1 2018) and will ensure all partners receive the information and messaging they need to position it competitively.

Am I still able to sell products I do today, pending portfolio consolidation?

For now, continue to sell the same products you are already selling. Mitel is working on an integrated portfolio roadmap, which is expected to be announced early in 2018.

Who can I contact to set up a customer demo?

For product demos, continue to use the same process and reach out to the same contacts you have been until now.

I have questions about product content. Who can I talk to?

ShoreTel partners can direct product questions to shoretelpartners@mitel.com.
Mitel partners can contact cloudmarketing@mitel.com.

Will ShoreTel partner contracts remain the same? For how long?

Yes. ShoreTel contracts will remain the same until Mitel announces the unified channel program in Q2 2018.

Will I need to sign a new partner contract?

No. Mitel will be assuming all ShoreTel partner contracts. Continue to sell the same products and services that you sell today.

Should quotes come from ShoreTel or Mitel?

Quotes will remain unchanged at this time. Continue to provide quotes under the same company you have previous to the acquisition. The Mitel integration team is reviewing options for consolidated tools and platforms, and will communicate any changes to you well in advance.

Have my entitlements to access TAC changed? Do I still call the same toll-free number?

There are no changes to entitlements, tools, contacts or processes. Continue to use the same access privileges and contact the same toll-free number as before.

Will my existing ShoreTel extranet access continue to be active? Or, will new resources/applications be used to access support? What about configuration and pricing tools?

  • There are no changes to entitlements, tools, contacts or processes.
  • Partners and customers should continue to access the same portals, use the same applications, resources, configuration and pricing tools, and reach out to the same contacts that they do today.
  • Mitel is in the process of evaluating the best solution for the combined company going forward and will communicate any changes to you well in advance.

Will my ShoreTel product certifications be part of my Mitel certifications?

At this time accreditations and certifications for each program will remain separate and unchanged.

What steps do I need to take to sell Mitel products? What partner level within Mitel can I expect?

  • ShoreTel partners interested in selling Mitel’s line (and vice versa) will need to become a partner then go through the appropriate approval and certification process for the applicable product line.
  • Over time Mitel will unify channel programs with a single, simplified onboarding process.

What level of sales support can I expect as a Mitel partner?

At this time it is business as usual, with the same ShoreTel sales support structure in place.

As a ShoreTel partner, who should I call to escalate my incidents?

Continue to use the same escalation process as prior to the acquisition.

How will SPIFFs work for both Mitel and ShoreTel? What will happen to ShoreTel’s Q1 FY2018 SPIFFs?

Existing ShoreTel SPIFFs will remain unchanged and all ShoreTel Q1 FY2018 SPIFFs will be honored.

Will ShoreTel’s Circle of Excellence program stay in place?

The ShoreTel Circle of Excellence program is no longer in place and results for Partner Year 2017 will not be tabulated. We look forward to bringing you a revamped Partner Program with new incentives in Q2 2018.

 

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