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
10h Telephone / Informational Notice - Telephone Reports of a small subset of inbound calls to the ShoreTel system are disconnecting prior to being answerd. ShoreTel engineers are currently investigating with our partner carriers. Details
1h Web Applications / Informational Notice - Web Applications ShoreTel Engineers have noticed a delay in our reporting tools. ShoreTel Engineers are currently working on this issue. Details
14h Web Applications / Informational Notice - Web Applications ShoreTel hosted service is currently experiencing latency, causing degraded service with our Salesforce CTI (click-to-dial) application.  Our teams have identified the issue, and are currently testing the solution to address the issue. Once tested successfully, a maintenance will be scheduled to apply the patch.
  Details
2h Phone System / Call Manager A problem was discovered with one or more call manager(s). Details
3h Telephone / Telephone Network - Carrier Problems A ShoreTel Sky trusted partner carrier is experiencing problems completing a subset of inbound calls. Some inbound callers are experiencing carrier announcements, a fast busy tone, or a ShoreTel Sky error message. ShoreTel Sky is working closely with the partner carrier to ensure the issue will be resolved in a timely manner. Details
12h Web Applications / Informational Notice - Web Applications ShoreTel has recieved reports of latency while using the ShoreTel Sky for Salesforce Adapter today. Details
45h Web Applications / Informational Notice - Web Applications ShoreTel Sky Replay is currently not populating call recordings as of 2/17/2015. ShoreTel Engineers are investigating the root cause of this issue and working to recover the missing call recordings. Details
0h Web Applications / Informational Notice - Web Applications

A subset of user are reporting an inability to use the ShoreTel Sky Web Dialer. If this issue is experienced, please clear your browser cache and retest. If this does not correct the problem please reach out to the ShoreTel Sky Support Team at (877) 654-3573.

Details
1h Phone System / Call Manager A problem was discovered with 400 series phones related to park, pickup, extension dialing, and barge. Details

More…

1h 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
2h Phone System / ELVIS Migrations 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
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 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

Support Cases

We’ve received 13,678 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 1.68 days.

Case Metrics

Average Time to Respond (minutes) 0:16
Service Guarantee 92.05%
Average Time to Resolve 1.68 days

Call Metrics

Number of Support Calls 8,592
Average Speed of Answer (seconds) 25
Service Level 96%
Abandonment Rate 1%

77% 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 77% 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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