Service Issue: send notifications to email or SMS

  • 0
  • 6
  • Idea
  • Updated 4 years ago
  • (Edited)
Merged

This conversation has been merged. Please reference the main conversation: Admin: View Service Outages History or get Notifications

Please send notifications to email or SMS when Ring Central is experiencing a system outage or issue.  We are an IT consultancy firm and several of our companies use your service.  It would be hugely beneficial if we could proactively notify them of a problem rather than wait until one is occurring and reactively try to diagnose the issue.
Photo of JJameson

JJameson

  • 154 Points 100 badge 2x thumb

Posted 5 years ago

  • 0
  • 6
Photo of ATW Communications

ATW Communications

  • 60 Points
It has been 7 months since this was suggested, it is now Currently happening with our customers here in Florida, we are also an IT Consultancy Firm and clients are not pleased. Why has this issue not been acknowledged or addressed? Is keeping clients satisfied with service or being proactive not a concern?
Photo of Mike

Mike, Official Rep

  • 94,388 Points 50k badge 2x thumb
Thanks for your comments. We do post updates to the following web page as soon as we have confirmation of an issue: https://success.ringcentral.com/  Also, we are actively discussing and working on other strategies to keep people informed. You are  always welcome to post questions here on the Community if you need information, and we'll do our best to help you out and keep you informed. 

Mike
(Edited)
Photo of Claudio (Customer)

Claudio (Customer)

  • 14,170 Points 10k badge 2x thumb
One of our users told me today that she was in a call and suddenly, after several minutes talking,  was muted, like total silence... None of the two ends was experiencing internet problems... just the call drops...

Is this outage the same thing ?

I just discovered https://servicestatus.ringcentral.com
It is good to have that info... now I'm wondering if the outages will be compensated with some sort of discount in the bill?  (I didn't read the disclaimer of little font of the contract).
(Edited)
Photo of Mike

Mike, Official Rep

  • 94,388 Points 50k badge 2x thumb
Hi Claudio,  We can't say for sure if it's part of the same issue. We would need to do some research. The issue that occurred today primarily affected some users in Florida. We would have to research the account and the call. If you want to have that user open a case and provide us the time, and phone numbers from the call log we can research this.  Compensation is something I can not discuss as it depends on the issue. You can contact the account manager if you wish. 
(Edited)
Photo of RheaD

RheaD, Employee

  • 614 Points 500 badge 2x thumb
This reply was created from a merged topic originally titled SMS or Email notifications to the customer when RingCentral is experiencing a sys....

RingCentral experiences outages from time to time. It would be of big help to the customers if they can receive notifications to their email or mobile phone via SMS if there's an existing outage affecting the customer's account. 

Currently, RingCentral does not have a mechanism or process to notify customers affected by an outage through email or SMS.
(Edited)
Photo of Luquette

Luquette

  • 94 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled Notification for Outages.

Is there a way to get email notifications when service is down? That would be much better than finding out a customer has been trying to call me and getting "call failed"
Photo of Jesus Anaya

Jesus Anaya, Champion

  • 898 Points 500 badge 2x thumb
Notifications of outages is a great idea. 

1. It would save my time. I am calling to find out what is going on, since the green status light is still there, and I have no way of knowing that my issues are widespread and not just an issue on my account. A notification that a datacenter is down, or that RC's engineers are actively investigating a problem that could potentially be affecting my service is a an easy and cheap to implement tool to maintain customer satisfaction.
2. Automatically sending RFOs to all customers or even affected customers, would also be helpful, instead of expecting the customer to call in to get an explanation. If I hadn't actively searched the community and read through all the outage thread posts, I would not have known that RC expects me to post my case number or call in in 5-7 days for an RFO. 
3. It would significantly lower the call volume to support during outages. This means lower wait times for those that do call in, and opens up more of your support team's time to deal with actual issues they can fix for unaffected customers. Overall this significantly increases the level and quality of support for all. It would probably even lower the stress levels of the support reps.

Can anyone give reasons NOT to implement this? 

This conversation is no longer open for comments or replies.