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. 

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. 

For information about Genesys Cloud operational, system availability, and incident information. see status.mypurecloud.com .

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
United States Only Support $15/month per seat with minimum commitment of at least 333 seats Genesys Cloud United States 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, 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 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 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

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.

Note: Any incident that affects the Genesys Cloud Status page will have a platform RCA document.

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 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.

Before contacting Contact Genesys Cloud Support Management

If you have a case that requires management assistance, please first ensure that a Product Support case has been submitted for use as a point of reference. In addition, please indicate the correct priority and impact that represents the impact to your business when opening the case. Product Support cannot address your concerns until the issue has been properly reported to our technical team in a case. If you experience a Critical/Severity 1 outage or technical issue, please contact us on any of our Support IVR numbers to work with our support team live.

 

The initial escalation request should be made through the specific My Support case that you wish to escalate. This request should include a clear description of the issue and the impact to your business to help the Support team prioritize your case appropriately.

 

Escalation process and criteria

If you are unsatisfied with the level of attention after escalating from within the My Support case, you can request a management escalation. For more information on this process, see the Case Escalation Management Process Page. This page outlines the criteria that a case must meet in order to be escalated, explains how to submit an Escalation Request through the My Support Portal, and reviews the Escalation Management Process that Product Support follows once an Escalation Request has been submitted.

 

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.
  • If a 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 clarify your request. The priority will be changed 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 support team by phone to clarify your request.

Note: Escalation requests may be viewed by Genesys Cloud CX Product Support Management personnel who are located throughout the world. To ensure compliance with your local data privacy laws, please do not include personally identifiable customer information (PII) in your email (for example screenshots or attachments that contain PII). 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