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 IP / IP Network - IP Trunk Circuit failure Circuits delivering IP service to ShoreTel Sky have failed or are experiencing errors. As a result, a subset of on-net clients may be experiencing 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 during the incident. However, inbound calling to applications such as voicemail and auto-attendants are unaffected. Details
0h Web Applications / Informational Notice - Web Applications ShoreTel Sky Portal was not loading properly. At this time the issue has been resolved. If you have any further issues please contact Support. Details
3h Web Applications / Informational Notice - Portal Failure We are currently experiencing timeouts with portal.shoretelsky.com. Please contact Support for any issues you experience. Details
4h Web Applications / Informational Notice - Voicemail-to-Email A problem was discovered with Voicemail-to-Email notifications. This also includes ShoreTel Sky scribe services. Details
2h Telephone / Telephone Network - Inbound Carrier Problems An 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
6h Telephone / Telephone Network - Inbound Carrier Problems An 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
1h IP / IP Network A problem was discovered with the ShoreTel Sky IP Network. Customers are experiencing call quality issues and phones registering. Details
1h API / API Issue A problem has been discovered with the Salesforce CTI adapter.† It is running extremely slow or is unresponsive. Details
0h IP / Informational Notice - IP A problem was discovered with the ShoreTel Sky IP Network. ShoreTel noticed and resolved a power issue which affected a subset of backup ISP MPLS routers. Details
0h Contact Center / Call Center A problem was discovered with ShoreTel Sky's Call Center queue service.  Agents may experience an inability to go ready, log in or receive queue calls. Details
9h Web Applications / ShoreTel Sky Scribe A problem was discovered with the ShoreTel Sky Scribe application where email notifications are being sent more slowly than normal. Details
2h Telephone / Telephone Network - Carrier Problems A ShoreTel Sky trusted partner carrier is currently experiencing problems completing a subset of inbound calls. Some inbound callers may experience carrier announcements, a fast busy tone, or a ShoreTel Sky error message. Details

More…

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 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
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 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 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 13,359 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 24 minutes. The average time to resolve cases was 1.71 days.

Case Metrics

Average Time to Respond (minutes) 0:24
Service Guarantee 92.02%
Average Time to Resolve 1.71 days

Call Metrics

Number of Support Calls 7,516
Average Speed of Answer (seconds) 45
Service Level 85%
Abandonment Rate 9%

79% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 80% 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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