Our customers chose us largely because of our record of both reliability and honesty. We publish our performance publicly, and in real-time, to signal our commitment to set the highest standards for both.

Phone System

All services are operating normally.

IP Network

All services are operating normally.

Telephone

All services are operating normally.

Contact Center

All services are operating normally.

Web Applications

All services are operating normally.

API

All services are operating normally.


Issues over the past 30 days:

2h Telephone / Teleblock The Do-Not-Call (DNC) service was interrupted causing a disruption to outbound calling. Details
5h Web Applications / Informational Notice - Web Applications Our partner carrier is performing a maintenance October 21st, 2014 from 9:00 PM to 1:00 AM EDT. Scribe messages will be delayed up to 30 minutes. Thank you for your understanding and cooperation. Details
4h Telephone / Informational Notice - Telephone We have received reports from a small subset of customers who were experiencing call quality issues. We are working with our partner carriers to investigate. Details
0h IP / IP Network - IP Trunk Circuit failure Circuits delivering IP service to ShoreTel Sky failed or experienced errors. As a result, a subset of on-net clients may have experienced dropped calls and/or loss of internet connectivity while switching automatically to a backup connection. Clients without backup connectivity lost all voice and data service during the incident. However, inbound calling to applications such as voicemail and auto-attendants was unaffected. Details
6h Web Applications / Informational Notice - Web Applications We are currently experiencing delays in the delivery of messages from our Scribe service. Our Engineers are working with our vendor on this issue. Details
0h Web Applications / Informational Notice - Web Applications Users may experience issues accessing call recordings from the Team tab. Call recordings are still accessible via the Organization tab. Maintenance is scheduled on Tuesday, October 21, 2014, at 11:00 PM EDT, to address the issue. Details
4h Web Applications / Informational Notice - Web Applications A ShoreTel partner that provides eFax service is experiencing delays. This will effect inbound and outbound faxes for a subset of customers. Details
0h Phone System / Informational Notice - Phone System Off-net customers over different clusters may be experiencing dropped calls and/or phone reboots. At this time ShoreTel believes that this incident is an issue with a major Internet provider. Details
1h Phone System / Call Manager A subset of customers on COY cluster are experiencing problems with their phones. Phones went down and came back but no outbound calls can be made. Inbound calls are going straight to voicemail. Details
0h Web Applications / Informational Notice - Web Applications The Salesforce CTI adapter will be temporarily unavailable. Details
1h Telephone / Telephone Network One or more of ShoreTel Sky's carriers experienced problems delivering outbound calls to Toll Free numbers. This incident is resolved. Details
3h Telephone / Telephone Network - Maintenance We have received reports of users receiving 421 Errors or dead air when attempting to retrieve voicemail messages.  Our Engineers will be performing an emergency maintenance at 3:10pm EDT to address this issue.  Users may experience a 1 minute delay in receiving voicemail notifications. Details
4h Phone System / Informational Notice - Phone System A subset of ShoreTel customers are experiencing issues with the question mark button on Cisco phones. ShoreTel engineers have a scheduled mainteneance to resolve this issue at 12:45PM EDT today 10/13/2014. If you have any further issues please contact ShoreTel Sky Support at (877) 654-3573. Details
2h Telephone / Telephone Network We are currently experiencing an issue with retrieving voicemails.?  Clients may experience post dial delay and a message of "error 421" when attempting to check voicemail. Details
4h Web Applications / Web Applications - Mobility A problem was discovered with the Mobility service.???  We received reports of users being unable to register their devices. Details
16h IP / IP Network - IP Trunk Circuit failure Circuits delivering IP service to ShoreTel Sky failed or experienced errors. As a result, a subset of on-net clients may have experienced dropped calls and/or loss of internet connectivity while switching automatically to a backup connection. Clients without backup connectivity have lost all voice and data service. However, inbound calling to applications such as voicemail and auto-attendants was unaffected.
Details
7h Telephone / Informational Notice - Telephone We are currently experiencing intermittent issues receiving calls to our ShoreTel Sky main toll free number, 877-654-3573, from a subset of our customer base.  If you are unable to reach this number from your ShoreTel phone, please try from a non-ShoreTel phone or email us at skysupport@shoretel.com. Details
24h Web Applications / Informational Notice - Web Applications We are currently experiencing an issue with our Live Answer reports failing to load. There are currently delays on processing this data. Please note that no data is going to be lost. Details
2h Web Applications / Web Applications - VM-to-Email Notification ShoreTel is currently experiencing problems with all forms of emails associated with portal reporting, and receiving faxes for a subset of customers. Details
2h Web Applications / Web Applications - Web Portal Failure Currently we are experiencing issues with resolving hostnames.???????????????  This will impact, but is not limited to, portal.shoretelsky.com, cfi.shoretelsky.com, scc2.shoretelsky.com and scc3.shoretelsky.com. Details
0h Phone System / Informational Notice - Phone System Starting at 5:00pm EST, for a period of 10-15 minutes, the "?" button will not be available to submit a Support request.  During this time, you may call our Support line at 877-654-3573 to report any issues you are experiencing.  We apologize for any inconvenience. Details
1h IP / IP Network A subset of MPLS customer are experiencing phones re-registering. ShoreTel engineers are currently investigating. Details
67h Fax Agent reports ShoreTel is currently experiencing problems with all forms of emails associated with the portal reporting, VM notifications, and sending / receiving faxes via fax agent are not completing. Details
2h Telephone / Telephone Network - Inbound Carrier Problems A ShoreTel Sky upstream carrier experienced problems delivering inbound calls to a subset of ShoreTel Sky's clients' telephone numbers. As a result, callers to some numbers may have received carrier announcements ("all circuits are busy"), a busy tone, or silence. Details
7h Telephone / Informational Notice - Telephone We have received reports from a subset of customers regarding intermittent call completion issues (inbound) to toll-free numbers.  Our Engineers are working with our partner carrier to address this issue. Details
15h Web Applications / Salesforce.com We are getting reports of errors with Salesforce CTI. ShoreTel Customers are seeing issues where the CTI will not load and produces an error inside of the Salesforce application. ShoreTel Engineers are currently investigating the cause. Details

More…

4h IP / IP Network - Maintenance Maintenance is scheduled for one or more IP Network devices during the allowable maintenance window. Some voice or data connectivity may be impacted while ShoreTel Sky works to improve the performance of its services. Contact ShoreTel Sky support if your organization operates during the maintenance period to enact a continuity plan. Details

Support Cases

We’ve received 14,445 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 16 minutes. The average time to resolve cases was 1.76 days.

Case Metrics

Average Time to Respond (minutes) 0:16
Service Guarantee 91.99%
Average Time to Resolve 1.76 days

Call Metrics

Number of Support Calls 8,415
Average Speed of Answer (seconds) 31
Service Level 94%
Abandonment Rate 2%

77% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 89% of our cases are responded to within 1 hour and 77% of our cases are resolved within 72 hours. This means any customer service request, be it an order, a question, a problem, or a change will be responded to quickly and resolved effectively.

Service Guarantee

The ShoreTel Sky Managed Service Guarantee is our promise to our clients regarding how service will be delivered. Service Requests are prioritized by urgency and dictate our response:

  • 1h Emergency

    Emergency issues impact an entire location or have a serious adverse effect on the client's business.

  • 4h Urgent

    Urgent issues impact an individual person who is unable to use ShoreTel Sky's phone service or who is having a call quality issue.

  • 24h Standard

    Standard issues do not impact the ability to make or receive phone calls.

The ShoreTel Sky Support Team

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