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 API / Informational Notice - API . Details
1h Phone System / Call Manager A problem was discovered with GEM call manager. Users are experiencing no audio on inbound and outbound calls. Details
0h Phone System / Call Manager An issue was discovered with the ICE call manager.  Symptoms include phones registering, voicemail indicator lights staying active and an inability to pickup parked phone calls. Details
2h IP / IP Network - Data Transit Carrier Failure Offnet customers may be experiencing connectivity issues due to an outage with their provider. Please note that this is not a ShoreTel outage, but rather, an informational message. If you have additional circuits with connectivity, please call our Support line for assistance with moving your phones. However, inbound calling to applications such as voicemail and auto-attendants was unaffected. Details
3h Phone System / Call Manager A problem was discovered with the process that records phone calls.  Call recordings during this time will be unavailable. Details
3h IP / IP Network A problem was discovered with the ShoreTel Sky IP Network. You may have experienced phones re-registering during this time. Details
2h IP / IP Network A problem was discovered with the ShoreTel Sky IP Network. Details
2h Telephone / Informational Notice - Telephone A non-ShoreTel wireless carrier is experiencing issues reaching a subset of ShoreTel numbers in the Chicago area. Details
7h Web Applications / Informational Notice - Web Applications A problem was discovered with Click to Dial and Hosted connect API. A subset of users are experiencing sporadic issues with Click to Dial functionality. Details
1h 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
11h Phone System / Call Manager A problem was discovered with the KAY call manager. Inbound calls to a subset of phones are going to voicemail directly instead of ringing the phone. Details
1h Phone System / Call Manager - IP Phone Registration Failure A process facilitating the connection of IP phones to ShoreTel Sky failed. During the incident, only phones attempting to connect or re-connect to the system were affected (they continuously displayed "Registering" or "Configuring CM List"). Other voice services were not affected. Details
6h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
1h Phone System / Call Manager A problem was discovered with VOX call manager. New users may not be able to log into a phone but existing phones logged in will work. Additionally park feature may not work. Our Engineers will be performing a maintenance at 2am EDT to resolve this issue. If you have any ongoing issues please contact our support at 877-654-3573. Details
5h Phone System / Call Manager We received reports of call quality issues (garbled audio) as well as phones being unable to register.
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. However, inbound calling to applications such as voicemail and auto-attendants was unaffected. 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. However, inbound calling to applications such as voicemail and auto-attendants was unaffected. Details
1h Click To Dial We received reports of users having connectivity issues with Click-To-Dial. Details
1h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
1h Phone System / Call Manager A problem was discovered with the VOX call manager. A subset of users reported inbound calls are going directly to Voicemail. Details
3h TAU - ATA devices A problem was discovered with the ShoreTel Sky IP Network. ATA's on TAU cluster are experiencing registration and connectivity issues. Details
1h 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

More…

0h Web Applications / Web Applications - Maintenance 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
0h 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 IP / IP Network - DS3 Maintenance ShoreTel will be utilizing our maintenance window to reconfigure circuits serving your organization's location. If a backup circuit is configured, failover will occur automatically and this maintenance will not impact service. If a backup circuit is not available, all voice and data connectivity to your location will be unavailable. Inbound calling to auto-attendants, voicemail, and remote phones will be unaffected. 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
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 15,395 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 15 minutes. The average time to resolve cases was 1.79 days.

Case Metrics

Average Time to Respond (minutes) 0:15
Service Guarantee 92.55%
Average Time to Resolve 1.79 days

Call Metrics

Number of Support Calls 1,920
Average Speed of Answer (seconds) 29
Service Level 94%
Abandonment Rate 2%

79% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 85% 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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