Genesys Cloud Service Level Agreement

Overview

Scope. This Genesys Cloud Service Level Agreement (“SLA”) is a policy governing the use of the Genesys Cloud Service, and is made part of the Genesys Cloud Terms and Conditions (or other master agreement governing Customer’s use of the Genesys Cloud Service entered into between the parties)(the “Agreement”). In the event of a conflict between the terms of this SLA and the terms of the Agreement, the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Provision of Service. Genesys will make the Genesys Cloud Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for any unavailability caused by  circumstances beyond Genesys’ reasonable control, including failure or delay of Customer’s Internet connection, misconfiguration by Customer or any third party acting on Customer’s behalf, issues on Customer’s network, or telecommunications services contracted directly by Customer (collectively, “Uptime Exclusions”).

Severity levels

Severity and Priority. “Severity” is defined as the impact an issue has on the Customer’s ability to conduct business.  Issue severity levels are defined below.  “Priority” is defined as the customer-designated level of importance.

Issue Severity Levels. The Severity levels assigned to an issue are defined as follows:

Issue severity Definition
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.

Designated Contact. Customer must designate a primary contact, and at least one backup in the primary’s absence, to act as a primary liaison between Customer and the Genesys Cloud Service customer care team (the “Designated Contact”).  The Designated Contact must be knowledgeable about the Genesys Cloud Service and will participate in troubleshooting support cases.

Preliminary Troubleshooting. When a Customer becomes aware of an issue, prior to opening a support case with Genesys, the Designated Contact must perform reasonable basic troubleshooting and use best efforts to understand the Customer’s areas of responsibility, as described on Genesys’ support portal. 

Case Submission. Cases for all Severity levels, except Critical Impacting cases, may be raised by Customer by either phone or through the support portal.  Issues designated by Customer as Critical Impact must be raised by telephone through the applicable Genesys customer care number found on the support portal.  If a case has been submitted through the support portal and the business impact has increased to Critical Impact severity, Customer must request critical support for the case by telephone.  Submission of cases on the support portal will include the Customer name, Customer organization ID, and a description of the use and its business impact.  The Designated Contact will include any other information known by the Designated Contact that is reasonably helpful for Genesys to analyze the issue (example: environmental changes including network or firewall changes, new configurations, previous troubleshooting efforts, etc.).

Severity Assignment. Genesys’ customer care team prioritizes issues based on the severity level.  When a case is opened by Customer, Customer will identify a Priority based on the descriptions in the table above.  Customer’s Priority designation will be used as a factor by Genesys when defining the Severity of an issue.  The assigned Severity level for an issue may be mutually redetermined by both Genesys and Customer during the issue resolution process.  Both parties agree to act reasonably in making in such determination.

Target initial response times

Target initial response times are based on the Severity level of each incident. The automated response received by Customer following submission of the case will not be deemed to be Genesys’ initial response.  The initial response is deemed to have been made when the issue has been assigned to the appropriate Genesys personnel, and Customer receives a human response (by phone or case notes message) from Genesys acknowledging the issue.  Genesys will use reasonable efforts to respond to issues in accordance with the table below:

Severity level Target initial response time
1 – Critical impact (Code Red)

Severe impact or degradation to the customer’s business operations caused by intermittent disruption of Genesys Genesys Cloud Service.

 Response target: 10 min. (phone)

2 – High impact

Genesys Genesys Cloud Service is available and operational. The customer is able to perform job functions but performance is degraded or severely limited.

 Response target: 2 business hours (My Support)

3 – Medium impact

Genesys Genesys Cloud Service is available and operational. The customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use.

 Response Target: 2 business hours (My Support)

4 – Low impact

Genesys 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.

 Response Target: 2 business hours (My Support)

SLA credits

Uptime. “Uptime” is defined as the percentage of time during a month (not including Uptime Exclusions) in which all Genesys Cloud functionality necessary to perform real-time interactions between Customer and its customers/clients (e.g. inbound voice, outbound voice, IVR routing) are accessible.  Uptime percentage is calculated as follows:  Uptime = (A-B+C)/A; where A = total time in the month, B = time during the month in which critical business functions are not accessible, and C = time of Uptime Exclusions during the month.

Credits. If the Genesys Cloud Service Uptime falls below the thresholds in the table below in any one-month billing cycle, Customer will be entitled to the credits defined below.  The applicable credit is a percentage of Customer’s monthly minimum committed User payment (or if paid annually, the annual minimum committed User payment pro-rated for a one-month period).

Uptime % Credit %
Below 99.99% 10%
Below 99.0% 30%
Below 97% 100%

Credit Requests and Payment. Customer must request a credit within thirty (30) days after the month in which the uptime fell below one of the foregoing thresholds.  Customer must contact its Genesys customer success manager to request the credit.  Upon Customer’s valid request, Genesys will apply the applicable credit to the following month’s invoice.  If Customer is on an annual pre-payment structure, Genesys will provide the applicable credit as a credit to the prepaid balance or a credit refund, at Customer’s discretion.

Cooperation

Customer acknowledges that Genesys’ customer care team may need to be able to reproduce errors in order to resolve them. Customer will cooperate and work closely with Genesys to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Customer’s approval on a support case-by-support case basis, Users may be asked to provide remote access to their Genesys Cloud application and/or desktop system for troubleshooting purposes.