Genesys Cloud Customer Care
Genesys Cloud Customer Care is focused on your experience through a global, live answer 7X24 Genesys Cloud Customer Care model. This article focuses on defining Severity levels, target Restoration and Resolution times, Root Cause Analysis, and the Genesys Cloud Customer Care Response Policy, which enables Genesys Cloud Customer Care to provide the customer with the most effective and efficient experience possible.
Become a Designated Contact by first reviewing the Customer areas of responsibility. Then go to the Customer Care log in page and select Get Started to request a My Support account and get access to our Genesys support tools. Allow 48 business hours to receive your credentials.
For information about Genesys Cloud operational, system availability, and incident information, see status.mypurecloud.com.
|Genesys Cloud Customer Care offering||Cost||Go|
|Resource Center, eLearning
|My Support Web Portal
|License of Collaborate, Communicate, or Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3|
|License of Collaborate, Communicate, or Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3||Phone Numbers|
|United States-only Support||$15/month per seat with minimum commitment of at least 333 seats||Genesys Cloud United States-only Support|
|EEA-only Support||€15/month per seat with a minimum commitment of at least 333 seats||Genesys Cloud EEA-only Support|
Before you open a case from the My Support web portal, perform these steps:
- Do some basic troubleshooting. See Troubleshooting before calling Customer Care.
- Make sure that you understand which problems Genesys Cloud Customer Care is responsible for handling. See Customer areas of responsibility.
- Gather the following:
- Organization short name. Click Admin > Account Settings > Organization Settings.
- Organization ID. Click Admin > Account Settings > Organization Settings and click Advanced.
- Conversation ID (How do I get this?)
- Description of the issue and its business impact
Also note the following:
- Include any other information to help us analyze your issue, such as configuration files, screenshots of errors, and console logging.
- Report each issue separately so it can be individually tracked to a successful resolution. For best results, avoid grouping issues together.
- For resolution of Critical (Severity Level 1) issues, a Designated Contact must be available at all times to work with Genesys Cloud Customer Care.
Severity is defined as the impact an issue has on the Customer’s ability to conduct business. Restoration targets are based on the Severity level assigned to an incident by Genesys Cloud Customer Care.
Priority is defined as the customer-designated level of importance and is used as a weighting factor when defining the severity level of an incident.
Genesys Cloud Customer Care prioritizes issues based on the severity level.
|1 - Critical impact (code red)||Customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.|
|2 - High impact||Customer is able to perform job functions but performance is degraded or limited.|
|3 - Medium impact||Customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.|
|4 - Low impact||The Genesys Cloud Service is available and operational; trivial impact to Customer’s business operations or Customer requires information or assistance on the Genesys Cloud Service capabilities or configuration.|
The characteristics set forth in the previous table are used to identify the criteria for the severity of a Customer’s case. The assigned severity level for an issue may be mutually redetermined by both Genesys and the Customer during the issue resolution process, but Genesys shall have the final authority as to the actual Severity designation.
Target initial response times are based on the severity level of each incident.
|Severity level||Standard initial response time|
|1 – Critical||
A severe impact or degradation to the Customer’s business operations caused by intermittent disruption of Genesys Cloud Service.
Response Target: 10 min. (phone)
Note: If you have a critical outage, please call for phone support.
|2 – High||
Genesys Cloud Service is available and operational; moderate impact to the Customer’s business operations.
Response Target: 2 hours (My Support)
|3 – Medium||
Genesys Cloud Service is available and operational; nominal adverse impact to the Customer’s business operations.
Response Target: 2 hours (My Support)
|4 – Low||
Genesys Cloud Service is available and operational; no impact to the Customer’s business operations or the Customer requires information or assistance on the Genesys Cloud Service capabilities or configuration.
Response Target: 2 hours (My Support)
The objective of Genesys Cloud Customer Care is to restore functionality as quickly as possible.
Time to restore is the amount of time a customer is impacted before functionality is restored. Time to restore targets is based on the assigned severity.
Time to resolve is the amount of time it takes to resolve the root cause of an issue.
Time to restore and time to resolve apply only to platform-level issues. Issues that impact a single customer are not platform level issues.
Genesys Cloud Customer Care analysts strive to restore platform issue functionality within the following target restoration times.
|Severity level||Restoration target|
|1 – Critical||4 hours|
|2 – High||2 business days|
|3 – Medium||5 business days|
|4 – Low||NA|
Official Root Cause Analysis (RCA) for platform-level incidents
After service is restored for severity 1 platform-level incidents, Genesys strives to provide a comprehensive RCA document to affected customers within five business days. The RCA document will be shared within the open support cases related to the incident.
Resolution Case Summary for non-platform-level incidents
For isolated severity 1 non-platform-level incidents, Genesys Cloud Customer Care provides an incident summary in addition to the normal updates. These incidents include, but are not limited to, BYOC (bring your own carrier) issues, Edge issues, configuration issues, station issues, and other isolated incidents not posted on the Genesys Cloud Status page.
These incidents are not eligible for an official RCA document. However, Genesys Cloud Customer Care provides a case summary that contains relevant information and updates. The summary includes a description of the problem, cause or findings, and restoration and/or corrective actions taken, if applicable.
If a case submitted to Product Support needs the engagement of Development, Cloud Operations, or a 3rd party, it may need more time to resolve pending their analysis and findings.
Criteria for escalations
The following criteria must be met for an escalation request to be approved.
- There must be an active case. There must be an existing case open before it can be escalated.
- Double-check the case. Has there been a recent update to the case that you may have missed? Is Product Support waiting on more information from you before they can proceed?
- Do not request an escalation based on change in urgency or impact. If a case warrants a priority update to High due to greater urgency or wider impact, contact Product Support.
- An escalation should not be requested for RCA (Root Cause Analysis) for Cloud Platform outages unless Product Support has had 5 business days to complete analysis for cloud deployments, per our standard Service Level Targets for RCA delivery. See PureConnect Direct Customer Handbook, PureConnect Partner Handbook, or Cloud CX Handbook.Note: After service is restored for severity 1 platform-level incidents, Genesys strives to provide a comprehensive RCA document to affected customers within five (5) business days.
- Escalations for high-priority cases need 24 hours since their last update, and the issue is actively causing significant business impact.
- Low-priority cases are not eligible for escalation.
- To change a case to medium-priority, request the change in the work notes.
- To change a case to high-priority, contact Product Support.
For more information about how to submit a case escalation, see Case Escalation Management Process in the Genesys Product Support Center.
To maintain a high quality of service and prioritize issues appropriately, Genesys Cloud Customer Care requires that all cases are actively worked on by the Designated Contact. Cases that have not been adequately responded to in three business days are subject to closure with advanced notice. Likewise, cases that are in Resolution Proposed status, with no reported issues, are closed at the end of the third business day.
|June 13, 2023||
Changes made are as follows: