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Why 24X7 Server Monitoring is Important for Server Up-time and Security? Every internet user loves to interact with faster website, the websites which load faster and show the required results. High speed websites also result in better Google search results (SERP) ranking. This ranking results to attract more visitors on your website and this fetches…
Trust
Shoretel hosted VoIP. Our organization made the swap to Shoretel in a huge building relocation that took place about a month ago. We had to move to accommodate our growth, and in that, we’d outgrown an old Panasonic hybrid IP PBX system. Enter - VoIP.
I researched a number of different hosted VoIP providers, the option to host VoIP services internally, as well as a myriad of other opportunities. The most cumulatively beneficial decision based on our business needs was to go with a hosted system, and Shoretel’s reputation beat out the competition by a landslide.
The migration was relatively painless, everything swapped on time, and the system voice quality has been great. Support is generally helpful, and our overall experience is 85-90%. Late yesterday afternoon our phones started acting up. Unable to dial internal extensions, unable to access call history/voicemail, etc... I kept my finger on the heartbeat of the issue overnight, and early in the AM I’d noticed that our service hadn’t been restored yet. I have a Shoretel phone at home, so I tested the system first thing when I woke up.
Upon finding this I had to shoot out an all-employee email notifying the organization that our phones would not be operational until further notice. An email from all three of the execs I knew would have issue - CEO/COO/CTO - and I knew my credibility was on the line. This is where my “Trust” in Shoretel becomes thin.
How do you offer a hosted voice service, with commitment with to a 99.9% up-time target, without having some kind of fail over for catastrophic outage like this? All of your Connect clients were reported to be down by a support rep I spoke with, and our business was without phones from basically 4PM-10AM next day. Internally we’ve taken measures to combat ISP outages, and have provided three connections for our VoIP traffic to run off of.
/endrant
Service was restored during the writing of this post, however, much of the points made above are relevant. Determining your businesses’ uptime needs, and planning accordingly is essential, so that there is no grey area when there is an outage. SLA’s must be set, and met, and the performance of the department can be judged accordingly.
