Genesys Cloud Customer Care

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.

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.

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.

Platform-level target restoration times

Genesys Cloud Customer Care analysts strive to restore platform issue functionality within the following target restoration times.  

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.

1. There must be an active case. There must be an existing case open before it can be escalated.
   Note: When a case is closed, the Escalate Case button is inactive. To reopen a case, do so through the Support Portal or contact Product Support.
2. 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?
3. 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.
4. 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.
5. Escalations for high-priority cases need 24 hours since their last update, and the issue is actively causing significant business impact.
6. 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.