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:

0h Web Applications / Web Applications - Web Portal Failure Web Portal service is running slow or producing errors for a subset of clients. Attempts to log in to or interact with the Web Portal are unsuccessful during this time. Details
0h Contact Center / Call Center A problem was discovered with ShoreTel Sky's Call Center queue service. Customers are reporting that agents are stuck in busy or statuses are not changing in the queue. Details
9h Telephone / Informational Notice - Telephone Reports of a small subset of inbound calls to the ShoreTel system are disconnecting prior to being answered. ShoreTel engineers are currently investigating with our partner carriers Details
3h Web Applications / Informational Notice - Web Applications The team tab in ShoreTel Sky portal was producing a system error and reports were not able to be displayed. Details
3h Phone System / Call Manager - Carrier Communications Failure The call manager process that handles communications to ShoreTel Sky's physical connections to the telephone network failed, causing a failure of inbound or outbound calling for a subset of clients. Details
8h Phone System / Call Manager - Carrier Communications Failure The call manager process that handles communications to ShoreTel Sky's physical connections to the telephone network failed, causing a failure of inbound or outbound calling for a subset of clients. Details
0h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
12h Web Applications / Informational Notice - Web Applications An issue has been identified on the ICE instance that is preventing Talk Time reports from displaying from 2/27/15 forward. Our Engineering team is investigating this issue. Details
1h Phone System / Call Manager ShoreTel Engineers were able to identify and fix the problem on the ABE cluster. All phones should be operational as of 1:38PM ET. Details
1h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
10h Telephone / Informational Notice - Telephone Reports of a small subset of inbound calls to the ShoreTel system are disconnecting prior to being answerd. ShoreTel engineers are currently investigating with our partner carriers. Details
1h Web Applications / Informational Notice - Web Applications ShoreTel Engineers have noticed a delay in our reporting tools. ShoreTel Engineers are currently working on this issue. Details

More…

2h 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
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
1h 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
2h 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 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
2h 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

More…

Support Cases

We’ve received 14,581 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 17 minutes. The average time to resolve cases was 1.56 days.

Case Metrics

Average Time to Respond (minutes) 0:17
Service Guarantee 92.02%
Average Time to Resolve 1.56 days

Call Metrics

Number of Support Calls 8,954
Average Speed of Answer (seconds) 22
Service Level 97%
Abandonment Rate 1%

79% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 90% of our cases are responded to within 1 hour and 79% 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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