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 Contact Center / Call Center - Failure A process that controls ShoreTel Sky Call Center failed. Calls connecting to ShoreTel Sky Call Center queues were not completed for the duration of this issue. Details
1h IP / IP Network - Gateway failure Equipment delivering IP service to on-net clients failed, causing a loss of all voice and data connectivity for clients whose ShoreTel Sky T1 circuits are served by that equipment. Clients configured with backup connectivity, however, retained connectivity. Inbound calling to applications such as voicemail and auto-attendants was unaffected. Details
12h Phone System / Call Manager A problem was discovered with one or more call manager(s). We received reports of dropped calls and phones re-registering. Details
0h Web Applications / Informational Notice - Web Applications We are currently experiencing a delay with Live Answer and Talk Time reports and Call Recordings. This data is not lost but merely not appearing in portal.shoretelsky.com. Our Engineers have been engaged and are actively working on rectifying the issue. Details
0h Phone System / Call Manager - IP Phone Service Failure A subset of customers on the COY cluster are experiencing trouble with inbound DTMF on auto attendants and conference bridges. This will also impact the ability of users to check voicemail. Details
0h Telephone / Telephone Network We have received reports that a subset of phones on the COY Cluster have re-registered. Details
0h Phone System / Call Manager - Failure A subset of customers on the COY cluster are experiencing trouble with inbound DTMF on auto attendants and conference bridges. This will also impact the ability of users to check voicemail. Details
1h Phone System / Call Manager - Media Services Failure The Call Manager system handling audio file delivery and/or playback failed, causing a disruption in voicemail, auto-attendant, and on-hold music. Details
0h Phone System / Call Manager - Failure A subset of customers on the JAK Cluster are experiencing trouble with DTMF on Call Flow Components and Conference Bridges Details
2h IP / Informational Notice - IP We have received reports regarding nationwide outages with a major ISP that may be affecting off-net customers. However, inbound calling to applications such as voicemail and auto-attendants is unaffected. They are currently working on restoring the services. Details
1h Phone System / Call Manager - Failure A subset of customers on the COY Cluster are experiencing trouble with DTMF on Call Flow Components and Conference Bridges Details
0h Web Applications / Salesforce.com Clients are reporting slow response times from the Salesforce CTI adapter. When the adapter does respond, there are reports of 504 errors as well. Details
1h API The API which handles requests for authentication Portal, as well as functions such as Click to Dial in applications (such as the Outlook, Salesforce, and Netsuite), and Contact Center (queue presence) experienced an interruption. Phone service was not impacted by this type of incident. Details
1h Phone System / Call Manager - Failure A subset of customers on the JAK Cluster are experiencing trouble with DTMF on Call Flow Components and Conference Bridges. Details
31h Web Applications / Informational Notice - Reporting We are currently experiencing a delay with Live Answer and Talk Time reports and Call Recordings.  This data is not lost but merely not appearing in portal.shoretelsky.com.  Our Engineers have been engaged and are actively working on rectifying the issue. Details
3h Telephone / Telephone Network COY users using 400 series phones are currently experiencing issues with inbound and outbound calls. Inbound calls are going straight to voicemail and outbound calls may result in a busy tone or carrier level message. Details

More…

0h Telephone / Telephone Network - Maintenance Maintenance is scheduled to improve ShoreTel Sky's telephone network connectivity, which may/may not result in a temporary loss of inbound and/or outbound service for a subset of clients. Details
4h Phone System / Call Manager - Maintenance Maintenance is scheduled for one or more call managers during the allowable maintenance window. Some or all Call manager services will be unavailable during this time. Contact ShoreTel Sky Support if your organization operates during the maintenance period to enact a continuity plan. Details
4h Contact Center / Call Center - Maintenance We will be performing maintenance on ShoreTel Sky's Call Center servers. Some or all Call Center functionality will be unavailable during this process. If you have any special call routing needs during this time, please contact ShoreTel Sky Support. Details

Support Cases

We’ve received 14,024 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 18 minutes. The average time to resolve cases was 1.51 days.

Case Metrics

Average Time to Respond (minutes) 0:18
Service Guarantee 92.87%
Average Time to Resolve 1.51 days

Call Metrics

Number of Support Calls 4,213
Average Speed of Answer (seconds) 36
Service Level 90%
Abandonment Rate 5%

81% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 84% of our cases are responded to within 1 hour and 81% 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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