Service level agreements
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 PureCloud 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.
PureCloud Customer Care prioritizes issues based on the severity level.
|1 – Critical impact (code red)||The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.|
|2 – High impact||The customer is able to perform job functions but performance is degraded or severely limited.|
|3 – Medium impact||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 impact||PureCloud is available and operational; trivial impact to customer’s business operations or customer requires information or assistance on the PureCloud 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 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 impact (Code Red)||
Severe impact or degradation to the customer’s business operations caused by intermittent disruption of Genesys PureCloud Service.
Response target: 10 min. (phone)
|2 – High impact||
Genesys PureCloud 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 PureCloud 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 PureCloud Service is available and operational. Trivial impact to customer’s business operations or customer requires information or assistance on the PureCloud Service capabilities or configuration.
Response Target: 2 business hours (My Support)
Time to restore and Time to resolve platform-level issues
The objective of PureCloud 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.
PureCloud Customer Care analysts strive to restore platform issue functionality within the following target restoration times.
|1 – Critical||4 hours|
|2 – High||2 business days|
|3 – Medium||5 business days|
|4 – Low||NA|
We will make the PureCloud Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for the following “Uptime Exclusions”: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by you.
However, if our service uptime falls below the following thresholds in any one month billing cycle (not including any Uptime Exclusions), you may request a credit within thirty (30) days after the month in which the uptime fell below threshold. Please contact your Customer Success Manager to request credit. Upon Customer’s valid request, we will provide upon customer request the stated credit against the following month’s invoice. For annual term contracts, we will provide the applicable credit refund as a credit to the pre-paid balance or a credit refund, at the customer’s discretion.
|Uptime %||Credit %|
PureCloud Customer Care must be able to reproduce errors in order to resolve them. The customer is expected to cooperate and work closely with PureCloud to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to the customer’s approval on a support ticket-by-support ticket basis, users may be asked to provide remote access to their PureCloud application and/or desktop system for troubleshooting purposes.
Any additional guarantees related to the PureCloud products and services may be found in the Terms and Conditions.