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 Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
3h Web Applications / Informational Notice - Web Applications Details
0h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
1h API / API Issue We received reports that users are unable to login to the Salesforce API application. Details
0h API / API Issue ShoreTel Engineers were able to address this issue. Please Contact our Support line if you experience any further issue. Details
1h API / API Issue We received reports that users are unable to use the Salesforce API application. Details
10h Telephone / Telephone Network A problem was discovered with the telephone network.  We are receiving reports of calls failing to and from a subset of ShoreTel numbers. Details
2h Telephone / Telephone Network A problem was discovered with the telephone network. Details
0h Telephone / Telephone Network A problem was discovered with the telephone network. We are receiving reports of calls failing to and from a subset of ShoreTel numbers. Details
0h API / API Issue We received reports that users are unable to login to the Salesforce API application. Details
4h Phone System / Call Manager A subset of ShoreTel customers are reporting issues of delayed audio on inbound and outbound calls. ShoreTel engineers are investigating this issue. Details
1h Telephone / Telephone Network - Inbound Trunk Failure One or more connections delivering voice service from a ShoreTel Sky trusted partner carrier failed, causing a loss of inbound calling for client Toll Free numbers served by the device(s). Callers may have experienced carrier announcements (e.g. "All circuits are busy", "The number you have called is unavailable") or a fast busy tone. Details
6h Web Applications / eFax Services A problem was discovered with one or more ShoreTel Sky Fax services. Details
6h Telephone / Informational Notice - Telephone A subset of users are reporting inbound calls ringing to fast busy or ringing multiple lines on their phones originating from a major cellular provider. ShoreTel engineers are investigating with partner carriers to resolve the issue. Next update to come before or by 4:00 PM EST. Details
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
4h 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

More…

1h IP / IP Network - Maintenance Maintenance is scheduled for one or more IP Network devices during the allowable maintenance window. There is no impact on any ShoreTel Sky services. Contact ShoreTel Sky support if your organization operates during the maintenance period to enact a continuity plan. Details

Support Cases

We’ve received 12,589 support cases over the last 30 days. The average time to respond to support tickets was 0 hours and 30 minutes. The average time to resolve cases was 1.88 days.

Case Metrics

Average Time to Respond (minutes) 0:30
Service Guarantee 77.81%
Average Time to Resolve 1.88 days

Call Metrics

Number of Support Calls 9,998
Average Speed of Answer (seconds) 108
Service Level 54%
Abandonment Rate 29%

78% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 87% of our cases are responded to within 1 hour and 78% 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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