This article provides information about the Trust web site for customers of the MiCloud and Sky phone systems.
Table of Contents
Overview
Current System Status
Upcoming Maintenance
Log In to Access More Detailed Information
Manage Trust Subscription
Historical Status
Summary of Availability
Service Guarantee
Unable to Login?
Overview
One of the compelling reasons that customers choose our phone systems over the competition's is our track record of reliability and honesty. We publish our performance results to signal our commitment to providing the highest level of service and system availability.
The Trust website, which is accessible at https://oneview.ringcentral.com/s/trust, provides phone system-related statistics and scheduled maintenance information. Some information is displayed publicly and some information requires customers and partners to log in to the Support site with their existing login credentials.
If your organization's phone system experiences a service 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 contacting our Support team.
The Trust site provides customers and partners with useful information about their phone systems including Current System Status, Upcoming Maintenance, Summary of Availability, Historical Status, and customer engagement metrics as explained below. When you first open the Trust site, in order to view this information, you have to first choose (by clicking VIEW DETAILS) the country name(s) associated with your geographic location. The current location choices are listed below:
Current System Status
The Current System Status area of the Trust site displays the current status for each of the following functional areas:
- PHONE SYSTEM
- CARRIER
- IP NETWORK
- WEB APPLICATIONS
- CONTACT CENTER
- API
The current status is determined by the type of icon that is displayed. The following image shows each of the possible status icons with their respective meaning.
Upcoming Maintenance
The Upcoming Maintenance area of the Trust site displays the following information about scheduled maintenance.
- START DATE
- END DATE
- SYSTEM AFFECTED (systems may include Instances)
- PRODUCT AFFECTED (displayed only after logging in to the OneView Support site)
- DESCRIPTION
Log In to Access More Detailed Information
The following more detailed information is available only after logging in to the OneView Support site:
- MANAGE TRUST SUBSCRIPTION
- SUMMARY OF AVAILABILITY
- HISTORICAL STATUS
- SERVICE GUARANTEE
- ONGOING RESPONSIVENESS
Customers (Authorized Contacts) and partners can do the following to access more detailed Trust site information:
- Open a supported browser (Chrome, Firefox, Safari, or Edge).
- Navigate to the Trust site. Alternatively, if you are already logged in to the Account Portal, click the Trust: System Status option.
- Click Sign In at the top-right corner of the Trust Site page and then click the MiCloud Login button, enter your username (business email address), click Next, then enter your password and click Next. For more detailed instructions, see the Unified Sign In article.
- If you entered the correct password, you are successfully logged in and your name is displayed in the top-right corner of the page.
If you are unable to log in, see the Recover or Reset Your User Password article.
Manage Trust Subscription
There is now a subscription feature in the Trust site that enables customers and partners to subscribe to email notifications for all known incidents, upcoming maintenance, or both. This feature proactively notifies subscribers whenever their phone system is impacted. These notification emails provide an overview of the issue, a list of impacted systems (instances), and a link to the Trust site.
To access this feature, after you log in to the Trust site, go to the Manage Trust Subscription feature at the bottom of the site. To subscribe, click the I Agree check box, select a notification type from the Choose a notification type... drop-down list, and click the Subscribe button. When you are subscribed, this button changes to display Unsubscribe (refresh the browser if you do not see this). If you subscribe and then want to change your Notification Type, unsubscribe first, refresh the browser, and then subscribe again with a different Notification Type. To unsubscribe, click the Unsubscribe button or use the unsubscribe link at the bottom of any of your notification emails.
Summary of Availability
The Summary of Availability area of the Trust site displays the core services up-time percentages for the current month and the last six months. Additionally, there is a How is this calculated? link that opens the Inbound and Outbound Availability Calculations article that provides a PDF attachment that explains how these percentages are calculated.
Historical Status
After a successful login, the HISTORICAL STATUS grid appears showing the status of each functional area for today and the previous seven days. Next to each item in the grid is a status icon. Issues that impact customers are indicated by any status icon other than the "Service Normal" check mark 
. To learn more about an issue, click the status icon, which opens the HISTORICAL STATUS DETAILS pop-up dialog.
The HISTORICAL STATUS DETAILS pop-up dialog provides a Description, the System Affected, a Start Time, an End Time, and the Category (functional area). The System Affected area lists the "instances" impacted by the issue. To learn how to identify the instance for your phone system, see the Instances article.
While viewing this dialog, for current ongoing service disruption, you can check the "This Issue Affects Me" box. This will create a case that will help track customer impact. You will receive an email when the issue is resolved. Note that this case is used for tracking purposes only and will not be processed by a support representative.
You may also click View More Details below the Description to open a new window displaying detailed ITSM (IT service management) information about the issue and available updates. You can also click the VIEW ALL button in the top-right corner of the historical status details pop-up dialog to open a new window that enables you to view Current Status and Historical Status information for ITSMs. To exit the pop-up dialog, click the CLOSE button or the X above the dialog.
Service Guarantee
The SERVICE GUARANTEE area of the Trust site displays the following customer engagement metrics for the past week.
- Average Speed to Answer (in minutes and seconds)
- Calls Answered within 3 Minutes (as a service level percentage)
- Adherence to Case Responsiveness SLA (as a service guarantee percentage)
Ongoing Responsiveness
The ONGOING RESPONSIVENESS area of the Trust site provides an explanation of our support case responsiveness policy. For more information, see the Managed Service Guarantee article.
