This article answers FAQs about the different ways that RingCentral communicates service incidents to customers of the MiCloud and Sky phone systems.
Q: As a customer, what communications should I expect when there is a service incident?
A: During a service incident, RingCentral provides the following resources to help customers stay informed of the current status of their cloud-based services.
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Trust - The Trust site at https://oneview.ringcentral.com/s/trust is a resource that provides current information about the status of our cloud-based services. Whenever there is a service interruption, the Network Operations Center (NOC) updates this site with important service-related information. RingCentral communicates status updates as soon as they become available. If your organization's phone system experiences a disruption or any issue that impacts the ability to make or receive calls, please visit the Trust site first, to quickly learn more about the incident, before creating a case or contacting our Support team. For more information, see the Trust Site article.
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Emergency Notification Emails - RingCentral maintains a list of Emergency Contacts for all customers of our cloud-based services. In the event of a severe service interruption, we use this list of contacts to send out emails to all customers who are affected by the service interruption. An email is sent at the beginning of a service incident, and when the incident is resolved, a second email is sent to provide notification that services are functioning normally. To review the existing Emergency Contacts for your account, log into the Account Portal, navigate to Organization > Account > Authorized Contacts, and select the desired location (if applicable). If there are no Emergency Contacts designated for an account, emails are sent to the Decision Makers for the account.
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Post Incident Report (PIR) - When a service interruption is resolved, RingCentral technical personnel will create a PIR except for when there is, “No Trouble Found”. This after-action report describes the reason for the service interruption and the steps RingCentral is taking to prevent the issue from reoccurring in the future. During an Incident, customers can log in to Trust and select that they are being impacted by this incident. When this is done a case for the customer is automatically linked to the Master Case so that the Customer will receive an email with the PIR once it is available. Alternatively, customers may request a copy of a specific service interruption PIR from their RingCentral Customer Success Manager or a Support representative.
During a service interruption, our Network Operations Team works closely with front-line support representatives, our Engineering team, and carrier partners to identify and resolve issues as quickly as possible. In some instances, we work directly with affected customers in the event the customer is experiencing a specific issue not impacting other customers. For all service interruptions, it is our goal to get each affected customer's service fully operational as soon as possible to minimize any downtime.
Q: As a customer, how do I receive notification emails for service incidents?
A: RingCentral provides customers with the following email communications so they are well-informed about service incidents and scheduled system maintenance.
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Service Incident Communications Emails - During service incidents, we send notifications to all customers listed as Emergency Contacts in the Authorized Contacts screen of the Account Portal (as explained above in the Emergency Notification Emails section of this article).
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System Maintenance Emails - For System Maintenance events, we send notifications to all customers listed as Emergency Contacts or Phone Managers in the Authorized Contacts screen of the Account Portal. If you are not receiving these notifications, contact Support.
