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:

7h Web Applications / Web Applications - VM-to-Email Notification We have reports of delayed voicemail to email notifications and scribe. We are currently investigating with our engineers as to the root cause of the delay. Any scribe or notifications have not been lost. Details
8h Contact Center / Call Center Calls coming into ShoreTel Sky Contact Center are dropping as they are being answered by agents. ShoreTel engineers are investigating the root cause of this. As a temporary work around please place your queue time of day into emergency mode. Details
1h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
3h IP / IP Network - IP Trunk Circuit failure Customers across multiple clusters on ShoreTel Sky are currently experiencing issues with endpoints registering, or call completion issues. At this time ShoreTel engineers are diligently investigating to find the root cause of this incident. Details
3h Phone System / Call Manager Customers across multiple clusters on ShoreTel Sky are currently experiencing issues with endpoints registering, or call completion issues. At this time ShoreTel engineers are diligently investigating to find the root cause of this incident. Details
4h 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
16h Phone System / Call Manager A subset of phones are currently not registering to the cluster COY. ShoreTel engineers are investigating the root cause of the issue. Details
0h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
0h API / API Issue The process that controlls presence for ShoreTel Contact Center is not responding properly. ShoreTel engineers are currently investigating the root cause of this. Details
3h Phone System / Call Manager A problem was discovered that only affects Voicemail to Email notifications for LOU. No other phone functionality is affected. Details
2h 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
18h Phone System / Call Manager - Database Service Failure The call manager database service failed, causing limited web portal use and phone reassignment. Phone and voicemail password changes were also prevented for the duration of the event. 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
0h Telephone / Telephone Network - Carrier Problems A ShoreTel Sky trusted partner carrier experienced problems completing a subset of inbound or outbound calls. Some inbound or outbound callers may have experienced carrier announcements, a fast busy tone, or a ShoreTel Sky error message. ShoreTel Sky worked closely with the partner carrier to ensure the issue was resolved in a timely manner. Details
19h Telephone / Informational Notice - Telephone There are reports of intermittent issues with completing inbound calls to a subset of ShoreTel numbers. If you are experiencing any issues please contact ShoreTel support at 877-654-3573 Details
1h Web Applications / Web Applications - Web Portal A problem was discovered with Web Portal. Details
0h API Failure A failure was detected in the ShoreTel Sky API. The API handles requests for authentication as well as functions such as click to dial applications including, but not limited to, ShoreTel Sky for Outlook, ShoreTel Sky for Salesforce and ShoreTel Sky for Netsuite. Phone service is not impacted by this type of incident. Details

More…

1h 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
2h BOSS 2.3 Deployment - New Quote Wizard (since we are not moving forward on CPQ)
- ABC integration for Cosmo
- Core PBX provisioning (Phone numbers, users, contacts, account, site/locations) Details
0h 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
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 Web Applications / eFax Services Maintenance is scheduled for ShoreTel Sky's web applications. Service Portal, On-Demand Solutions, or specific elements of those applications (for example, connectivity or Call Center monitoring) may not work correctly. Additionally, some Web Portal elements and/or on-phone directories may not load. Details
4h Web Applications / eFax Services Maintenance is scheduled for ShoreTel Sky's web applications. Service Portal, On-Demand Solutions, or specific elements of those applications (for example, connectivity or Call Center monitoring) may not work correctly. Additionally, some Web Portal elements and/or on-phone directories may not load. 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

More…

Support Cases

We’ve received 16,925 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 38 minutes. The average time to resolve cases was 1.71 days.

Case Metrics

Average Time to Respond (minutes) 0:38
Service Guarantee 93.10%
Average Time to Resolve 1.71 days

Call Metrics

Number of Support Calls 8,833
Average Speed of Answer (seconds) 34
Service Level 94%
Abandonment Rate 2%

66% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 79% of our cases are responded to within 1 hour and 66% 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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