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:

13h Telephone / Telephone Network A subset of clients on the LOU cluster are experiencing trouble with some call control features. Details
1h IP / IP Network A small subset of T1 Circuits are showing as down. ShoreTel Engineers are currently working with partner carriers to investigate the issue. Details
1h Web Applications / Web Applications - VM-to-Email Notification A problem was discovered with voicemail-to-email notification. This also included shoretel sky scribe services. Details
2h Telephone / Telephone Network We have received reports of call quality issues on outbound calls from a subset of our clients.  Details
2h Phone System / Call Manager - Media Services Failure The call manager systems handling audio file delivery and/or playback failed, causing a disruption in voicemail, auto-attendant, and on-hold music. Details
0h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
2h Telephone / Telephone Network A problem was discovered with the telephone network. Details
8h Phone System / Informational Notice - Phone System Inbound and outbound call quality issues could arise on both the VOX and GEM clusters up until the maintenances are completed tonight between 2:00AM and 3:00AM EDT. Please contact ShoreTel Sky Support if you experience any further issues. Details
0h Phone System / Call Manager ShoreTel has received reports that a subset of customers on the GEM cluster are experiencing one way audio on inbound and outbound calls. Details
1h Phone System / Call Manager ShoreTel has received reports that a subset of customers on the VOX cluster are experiencing one way audio on inbound and outbound calls. Details
1h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
3h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
4h Phone System / Call Manager ShoreTel has received reports from a subset of customers on the ZOE cluster that are experiencing trouble placing calls. and some receiving calls as well. Parking calls, transferring calls and extension are experiencing issues as well. Details

More…

3h 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

Support Cases

We’ve received 13,616 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 1.62 days.

Case Metrics

Average Time to Respond (minutes) 0:17
Service Guarantee 93.51%
Average Time to Resolve 1.62 days

Call Metrics

Number of Support Calls 7,953
Average Speed of Answer (seconds) 50
Service Level 86%
Abandonment Rate 5%

78% Cases Closed Within 3 Days

We report on how quickly cases are resolved. Right now, 91% 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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