CUSTOMER FAQ

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SUMMARY

RingCentral has acquired the MiCloud Connect and Sky businesses in the United States and Canada from Mitel. 

This transaction ensures that existing customers of MiCloud Connect and Sky will find a good home with RingCentral, a market leader in UCaaS, without any disruption to their organizations’ operations. Both Mitel and RingCentral are committed to ensuring a smooth transition and continued excellence in your communications experience.

FREQUENTLY ASKED QUESTIONS 

1.                What is being announced?

RingCentral has acquired the MiCloud Connect and Sky businesses in the United States and Canada from Mitel. 

2.               Why did Mitel decide to transition the MiCloud Connect & Sky businesses to RingCentral?

This is a strategic move that enables both companies to address customer needs while focusing more deeply on their respective go-to-market strategies and plans for innovation. Mitel will now deepen its focus on UC leadership with innovative hybrid, private cloud, and on premises solutions. This move supports customers who prefer a UCaaS model, while ensuring a good home for their communications services with RingCentral, a leader in UCaaS.

3.               Why was RingCentral interested in the MiCloud Connect and Sky businesses?

This is a natural fit for both RingCentral and Mitel. RingCentral is deeply familiar with MiCloud Connect and Sky customers and has a proven track record of supporting customers like you in continuing your UCaaS strategy with a seamless migration to RingEX, RingCentral's flagship solution.

4.               When does this take effect?

The transaction and assignment of your agreement to RingCentral became effective on June 22, 2024. 

5.               What does this mean for our services? What will change? 

It's business as usual. Your MiCloud Connect (now MiCloud by RingCentral) or Sky (now Sky by RingCentral) services will continue as they do today but will be delivered by RingCentral. The customer success and customer support teams that you currently work with have now moved to RingCentral and will continue to support you. Our top priority is ensuring a smooth transition without disruption. There will be some minor changes to logistical details, such as banking information for paying your bill and updated contact information for your Customer Success Manager and/or support contacts. RingCentral will provide this information soon, and until then, you can continue your current operations.  

6.               Does my contract change? Do my costs change?

Your contract has been assigned to RingCentral MiCloud and Sky, LLC who will honor your current contracted pricing. The notice of assignment can be found here.

7.               Will our SLAs change?

No, RingCentral will honor the existing Service Level Agreements for MiCloud by RingCentral and Sky by RingCentral. These SLAs can be found here. 

8.               Does this mean MiCloud Connect & Sky are no longer End of Sale?

MiCloud Connect and Sky remain End of Sale products. However, RingCentral has no current plans to End of Life MiCloud by RingCentral and Sky by RingCentral or raise prices. In addition, RingCentral will fully support renewals for those who would like to continue with these products. Your organization will have the ability to seamlessly transition to RingCentral RingEX when you are ready. Please contact your Customer Success Manager or submit a ticket via OneView to discuss your options.

9.               Will there be changes to our system interface, admin portal, etc?

No, it's business as usual. You will still use the same products, portals, and login details to manage your MiCloud by RingCentral or Sky by RingCentral solution as you do today.

10.            Will we still be able to make moves/adds/changes?

Yes, you will still be able to make moves, adds, and changes in the same portals and systems you do today. If you have authorized a partner to make updates on your behalf, they will continue to be able to do so as well. We do not anticipate any interruptions to your services or communications experience.

11.            What will happen with product or feature updates that were planned? 

We plan to make available feature and platform enhancements that have been announced. 

12.            What if our organization is interested in moving to RingEX now?

Great! The RingCentral team will be happy to help you seamlessly upgrade to its award-winning RingEX solution. Contact your CSM to get started. You may qualify for certain incentives to move to RingEX, which include migrating at the same price, waiver of ETF applicable to migrated seats and transfer of title of phones used with migrated seats that are currently under a lease agreement with RingCentral. 

13.            Who should customers contact with questions?

Please contact your CSM or partner or submit any account support needs through OneView.

14.            We are currently in the process of migrating to RingEX. Will our migration still continue? What happens now?

Yes, your migration to RingEX will continue as planned. RingCentral teams and transitioning Mitel employees will continue to support a smooth upgrade experience and will be in touch soon to answer any questions you may have.