Our Managed Service Guarantee is the promise to our customers regarding how service will be delivered.
NOTE: If your organization's MiCloud or Sky phone system experiences any issue that impacts the ability to make or receive calls, visit the Trust site at https://oneview.ringcentral.com/s/trust first to quickly learn more about the incident before creating a case or contacting Support. For more information, see the Trust Site article.
Responsiveness
Service Requests are prioritized by urgency and dictate our response.
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Priority
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Description
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Initial Response Time
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Update Frequency
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P3 (Standard)
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Standard issues do not impact the ability to make or receive phone calls. For example, if a configuration change needs to be made or an order needs to be processed, this is a standard issue.
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24 Hours
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48 Hours
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P2 (Urgent)
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Urgent issues impact an individual person who is unable to use MiCloud/Sky phone service or who is having a call quality issue. For example, if a service problem causes a business-impacting event for a client, this is an urgent issue.
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4 Hours
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24 Hours
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P1 (Emergency)
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Emergency issues impact an entire location or have a serious adverse effect on the client's business. For example, if a service problem impacts multiple users, resulting in a complete outage for those users, this is an emergency issue.
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1 Hour
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4 Hours
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Action Plan
An Action Plan is instituted when an issue cannot be resolved within twenty-four hours. In most cases, an Action Plan will lower the impact of the issue on your business. Examples of issues that may require an Action Plan are:
- Down circuits
- Hardware failures
- Software defects
After Action Review
If you are an Authorized Contact and are unsatisfied with your RingCentral service, you have the right to request an After Action Review. RingCentral Management will review the issue with you and work to prevent the problem from recurring. To request an After Action Review, in the Related Topics section below, use the Support Case link that is applicable to your phone system.
