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 will focus 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. 

Prerequisite: You must be a Designated Contact to contact Genesys Cloud Customer Care.

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. 

See status.mypurecloud.com for Genesys Cloud’s operational, system availability, and incident information.

Note:  If you have a critical outage, please call for phone support.
Genesys Cloud Customer Care offering Cost Go
Resource Center, eLearning
24x7x365

 Free

Genesys Cloud Self-Support

My Support Web Portal 
24x7x365
 License of Collaborate, Communicate, or Genesys Cloud 1, 2, or 3

About the My Support Portal

Login to My Support

My Support Info Guide Genesys Cloud (PDF)

 

Genesys Cloud Customer Care (Japan)  Overview of Genesys Cloud Customer Care in Japan

My Support Info Guide Genesys Cloud Japan (PDF)

Phone Support
24x7x365
 License of Collaborate, Communicate, or Genesys Cloud 1, 2, or 3 Phone Numbers

Please do the following before opening a case by using the My Support web portal:

  • Do some basic troubleshooting. See Troubleshooting before calling Customer Care.
  • Make sure to 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, screen shots 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.

Severity level Definition
1 – Critical 

The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.

Note:  If you have a critical outage, please call for phone support.

2 – High The customer is able to perform job functions but performance is degraded or severely limited.
3 – Medium The 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

Genesys Cloud 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 above 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 re-determined 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 Genesys Cloud Service.

Response Target: 10 min. (phone)

Note:  If you have a critical outage, please call for phone support.

2 – High 

Genesys Genesys Cloud Service is available and operational; moderate impact to the Customer’s business operations.

Response Target: 2 business hour (My Support)

3 – Medium 

Genesys Genesys Cloud Service is available and operational; nominal adverse impact to the Customer’s business operations.

Response Target: 2 business hours (My Support)

4 – Low 

Genesys 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 Genesys Cloud Service capabilities or configuration.

Response Target: 2 business 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 are 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.

Platform-level target restoration times

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


Once service has been restored for a Platform Level Severity 1 issue, the Genesys Cloud Customer Care team will provide a preliminary incident summary in your case. Should you wish to receive the official Root Cause Analysis (RCA) for a platform affecting issue, please inform your engineer in the case notes. If the incident summary from the platform level issue provides the necessary information for your business, you may close your case at this time.

Genesys Cloud Customer Care provides a comprehensive RCA to affected customers within 5 business days for Critical and High issues affecting the Genesys Cloud platform. If the customer requires additional documentation, then the customer can make such request via the case notes. If the customer requires a follow-up discussion in addition to the documentation, then the customer can add this request to the case. A meeting is then coordinated when the final document is delivered.


Contacting Genesys Cloud Customer Care Management

If you have a case that requires management assistance, please first ensure that a Customer Care case has been logged for use as a point of reference. In addition, be sure to indicate the priority/impact in the support case. Customer Care cannot address your concerns until it has been properly reported to our technical team. For Priority/Severity 1 technical issues or requests, please contact us on any of our Support IVR numbers.

  •  The initial escalation request should be made through your open My Support case. This request should include a clear and concise description of the issue and the impact to your business to help the Care team prioritize your case appropriately.
  • If you are unsatisfied with the level of attention after escalation from within the My Support case, please send your urgency request to PureCloudManagementAttention@genesys.com using the email template below.
  • If this is a critical outage, please call in for phone support.

Please use the following as guiding criteria to consider prior to requesting escalation of an existing Genesys Cloud case:

  • An escalation should not be requested due to a request for RCA unless 5 business days have passed, per our standard Service Level Targets for RCA delivery.
  • Please do not escalate based on change in urgency/impact; instead request change of priority of case per the recommendation below.
  •  If case needs to be changed to a high priority based on a greater need for urgency or broader impact, please work with the case owner to discuss and change when appropriate.
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an escalation can be requested.
  • If a medium case has not been updated for 3 business days, it is eligible for escalation if required. If impact of the issue has changed to a higher priority, please contact the case owner to request a change in priority based on urgency/impact.
  • Low priority cases are not eligible for escalation. If the impact of a low priority case increases, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

E-Mail Template

To: PureCloudManagementAttention@genesys.com

Subject: Customer Name – My Support Case Number – Brief Problem Statement

Body:

My Support Case Number:

Customer Name:

Customer Region/Country:

Detailed problem description:

Business impact /Urgency rationale:

Product:

Note: escalation requests may be viewed by Genesys personnel in the United States. Please do not include personal information in this email (for example, screenshots or attachments). Instead, refer to the appropriate support case number.

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