COVID-19 Response and FAQs

Our hearts go out to the many people and businesses that have been impacted by the COVID-19 virus. We’re here for you and want to reassure you of RingCentral's service resilience and continued support during this time.

Here’s a list of questions we’ve received from our customers and believe would be helpful for our customer base at large. We’ll be constantly updating this information in our effort to provide you quick answers to some frequently asked questions.

What steps is RingCentral taking to ensure service availability? Will support be impacted?

We are designed and architected to be flexible and scalable, enabling us to seamlessly expand the capacity of our cloud service to serve the ongoing expansion of our customer base and to provide enough surge capacity for increased usage.

We use multiple layers of security and redundant data centers to ensure high availability of services and user protection. Our team actively monitors and optimises our platform 24/7/365 to ensure superior service delivery and uptime, which is fully backed by our Service Level Agreement (SLA). Geographically dispersed redundant data centres, rigorous service operations, and multi-layered security processes protect our services from wide-spread system failure, operational errors, cybercrime, and outages from natural disasters.

Our dispersed support centres also enable us to continue providing on-going customer support.

What steps is RingCentral taking to ensure employee safety? Are you staffed to manage this pandemic situation?

Some RingCentral offices have been preemptively closed to ensure the safety of our employees. All employees are encouraged and empowered to work from home and have the tools and resources to accomplish their tasks from anywhere. Certain critical roles require onsite availability. Special procedures and policies are in place for the safety of such employees such as social distancing guidelines and thorough facility sanitation procedures.

Furthermore, RingCentral practices redundant and overlapping skill hiring practices all over the world. We are prepared for some employees to be unavailable, without it affecting our service delivery.

How is RingCentral addressing security with employees working from home?

Rest assured that RingCentral's cybersecurity measures take into account the remote work needs of our personnel. For highly available and secure communications, we use our own UCaaS services. We manage access to the company's business applications and internal systems through single sign-on, multi-factor authentication, VPNs and a secure web gateway service. Endpoints are instrumented with Unified Endpoint Management (UEM) and Endpoint Detection and Response (EDR) capabilities. These capabilities operate whether personnel are working locally or remotely.

Where do I go for support? Who can I reach out to at RingCentral?

We’re here to help.

For getting started information, product how-to’s and general support related questions - Access RingCentral’s support website at https://support.ringcentral.com.

Customers can also gain direct access to our ChatBot, a real-time virtual assistant providing an augmented experience to capture, understand, and respond to our customer’s most common questions within seconds. Users of the ChatBot may also elect to converse with a live chat agent, if desired.

RingCentral Support site homepage screenshot with chat bot highlighted

For case management - You can create, review, and manage cases or tickets 24x7 using our case management system https://support.ringcentral.com/s/case.

For service status - You can monitor your organisation’s RingCentral system status and health in real-time: https://support.ringcentral.com/s/status.

All your RingCentral points of contact (account executives and customer success managers) are available and reachable via their usual communication channels. Please feel free to reach out to them with any questions.