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 Web Applications / Web Applications - VM-to-Email Notification ShoreTel is currently experiencing problems with all forms of emails associated with portal reporting, and receiving faxes for a subset of customers. Details
1h Web Applications / Web Applications - Web Portal Failure Currently we are experiencing issues with resolving hostnames. This will impact, but is not limited to, portal.shoretelsky.com, cfi.shoretelsky.com, scc2.shoretelsky.com and scc3.shoretelsky.com. Details
1h Fax Agent reports ShoreTel is currently experiencing problems with all forms of emails associated with the portal reporting, VM notifications, and sending / receiving faxes via fax agent are not completing. Details
1h IP / IP Network A subset of MPLS customer are experiencing phones re-registering. ShoreTel engineers are currently investigating. Details
0h Phone System / Informational Notice - Phone System Starting at 5:00pm EST, for a period of 10-15 minutes, the "?" button will not be available to submit a Support request. During this time, you may call our Support line at 877-654-3573 to report any issues you are experiencing. We apologize for any inconvenience. Details
2h Telephone / Telephone Network - Inbound Carrier Problems A 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
7h Telephone / Informational Notice - Telephone We have received reports from a subset of customers regarding intermittent call completion issues (inbound) to toll-free numbers. Our Engineers are working with our partner carrier to address this issue. Details
15h Web Applications / Salesforce.com We are getting reports of errors with Salesforce CTI. ShoreTel Customers are seeing issues where the CTI will not load and produces an error inside of the Salesforce application. ShoreTel Engineers are currently investigating the cause. Details
49h Telephone / Informational Notice - Telephone We are currently receiving reports of dial delay to specific numbers. Our partner carrier has informed us of a widespread issue that they are working on resolving as soon as possible. Details
2h API / BOBL Failure A failure was detected in the API. The API handles requests for authentication Service Portal as well as functions such as click to dial in applications such as the ShoreTel Sky for Outlook, ShoreTel Sky for Salesforce, and ShoreTel Sky for Netsuite. Phone service is not impacted by this type of incident.

This will also affect queue presence in ShoreTel Sky Contact Center. If they are experiencing stuck users they can switch their call flow to emergency mode instead of the queue. Details
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
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
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

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
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
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 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 15,109 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 16 minutes. The average time to resolve cases was 1.48 days.

Case Metrics

Average Time to Respond (minutes) 0:16
Service Guarantee 93.72%
Average Time to Resolve 1.48 days

Call Metrics

Number of Support Calls 8,367
Average Speed of Answer (seconds) 37
Service Level 91%
Abandonment Rate 4%

80% 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 80% 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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