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 MySupport 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 a Root Cause Analysis (RCA) unless Product Support has had 5 business days for cloud deployments to complete analysis, per our standard Service Level Targets for RCA delivery. See PureConnect Direct Customer Handbook, PureConnect Partner Handbook, or Cloud CX Handbook.
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.

                                                                                                                                                            

FedRAMP Cloud CX cases

All communication for FedRAMP escalations is done via email.

1. Create an email with the following template:
   • Subject - Customer Name - My Support Case Number - Brief Problem Statement
   • Email body:
     • My Support Case Number -
     • Customer Name -
     • Customer Region/Country -
     • Detailed problem description -
     • Business impact/Urgency rationale -
     • Product -
2. Send the email to:
   • purecloudmanagementattention@genesys.com
3. NOTE - An escalation tool (button) will be added to the FedRAMP instance of the Support portal soon. The email path is a temporary measure.

                                                                                                                                                            

FedRAMP Engage cases

FedRAMP Engage cases can be escalated via the My Support site once they have been assigned.

1. From the FedRAMP My Support portal, select a case.
2. In the lower right of the case page, click Escalate Case.
   • NOTE - If the Escalate Case button is unavailable, an open escalation likely exists for the case.

                                                                                                                                                            

Commercial support (Non-FedRAMP) cases

Critical issues

Critical issues, like production down, may need management attention. The support expert assigned to your case will engage a Product Support Manager.

IMPORTANT - Do not request assistance for urgent issues via email, chat, or web as it leads to a delayed response in resolving your issue.

1. Contact Product Support.

Non-critical issues

My Support

1. From the MySupport portal, select a case.
2. In the lower right of the case page, click Escalate Case.
   • NOTE - If the Escalate Case button is unavailable, an open escalation likely exists for the case.

Genesys Care 2.0 mobile app

1. Select the Escalation Icon from the expanded menu on the bottom of the case details screen.
2. In the Request Case Closure window, select the Escalation Request option.
3. On the Escalation Request prompt, select an appropriate reason from the drop-down.
4. Give a short description for your reason in the Comments section.
5. Tap Submit.

Management process

1. Customer or Partner submits an Escalation Request.
2. The Escalation Owner reviews the request and determines if it meets the Escalation Criteria.
3. The Escalation Owner replies to the request with next steps.
   • NOTE - If the Escalation Request is invalid, the Escalation Owner will give reasons why and give process information to the requestor.
4. If an escalation request is valid, the Escalation Owner evaluates the situation, prioritizes the escalation by importance and urgency, and works with the engineers to set expectations regarding next steps.
5. Escalation Owner updates the case with all more external communications with the customer or partner regarding the escalation.

Communicate directly with an Escalation Owner (Non-FedRAMP only)

Once a non-FedRAMP case is escalated, you can communicate directly with the Owner of the escalation from the Escalation Feed tab on a case. The Case Feed captures the technical aspects of the case while the Escalation Feed captures the communication flow of the escalation.

IMPORTANT - Be sure to use the appropriate feed for your updates.

More training

• See the Case Escalation Process Change training course.
  • Password - Genesys2022

Genesys support offerings, also known as Genesys Care, are focused on your support experience through a global, live answer, 7X24 support model. Support is provided in accordance with the terms and conditions defined in the Genesys Master Software Licensing and Services Agreement ("Agreement") you have executed, as well as terms defined in this document and commonly recognized in the technology industry. Genesys offers three core support levels: Business Care, Business Care Plus and Premium Care. Optional support add-ons, called Flex Care, are also available. With these support levels, you can tailor the level of support you need to put the power of your Genesys solutions to work for you. '

Feature	Description	Business Care	Business Care Plus	Premium Care	Flex Care
Software updates & upgrades	Provides access to all Genesys software upgrade/update releases and hot fixes for licensed and compliant software	X	X	X
24x7 Live Answer support with defined Service Level Targets	Uses a tier-less support model so that each incoming case is immediately assessed for complexity by a Product Support expert and routed to the right certified professional to manage through restoration	X	X	X
Remote diagnostics	Leverages industry-standard tools to remotely troubleshoot and assist with the investigation, resolution, and root cause processes	X	X	X
Knowledge base access	Web-based repository of documents to share, answer questions, list best practices, & minimize effort toward resolving of known issues	X	X	X
Tech tutorials	Provides knowledge, insights, and Q&A into the more advanced operations of the Genesys portfolio; recorded & delivered multiple times per year	X	X	X
Genesys Community	Participate in forums, post questions, and exchange ideas	X	X	X
Chat with Product Support Case Owner	Offers chat via computer or mobile device so that your Designated Contacts can chat directly with Genesys Case Owners about your cases	X	X	X
Mobile device access	Handle open cases using the app (iOS and Android)	X	X	X
Troubleshooting tools including
Workbench	A suite of troubleshooting tools to help ID and resolve issues faster	X	X	X
Log File Management Tool (LFMT)	Stores app log files, quickly search and retrieve log files, scrub sensitive info before sending log files to Product Support		X	X
Log File Retrieval Service	Allows Product Support to retrieve log files for you when investigating an open case. (Requires LFMT)		X	X
Remote Alarm Monitoring (RAM)	Leverages intellectual property, tools, and best practices to prevent and mitigate issues before they occur. Receive notifications when Genesys detects supported critical and major alarms as well as proactive Product Support support if needed		X	X	X
Designated case management	Monitors and updates your staff proactively regarding critical cases, participates in weekly case status calls, summarizes case activity on a quarterly basis and learns your environment and business needs to make relevant recommendations		X	X
Enhanced response targets	Delivers accelerated response targets over Business Care service level targets; in addition, for critical, high, and medium severity service issues, response targets are improved by 50%		X	X
Technical Account Manager (TAM)	Works as a designated advisor who establishes and maintains an understanding of your business goals, operations and priorities and acts as a main point of contact to drive risk mitigation and issue resolution, advise on training and manage regular reviews to discuss open issues and future project/product feature implementation planning			X	X
Annual troubleshooting training session	Genesys provides 1 annual troubleshooting workshop which equates to 5 free days of Genesys University training for one customer contact			X
Upgrade advisor	Provides a review of the software currently installed in the production environment compared with the latest available releases to identify potential issues in current versions, and highlight whether new release capabilities, functions, features and options could be beneficial			X
Annual routing logic review	IDs and mitigates risks associated with poor performance, invalid logic and inappropriate error handling; provides guidance on routing design, structure and documentation, and highlights any errors found; recommends options to make the logic more flexible, if necessary			X
Support Architect (SA)	Works as a designated advisor who establishes and maintains an understanding of your business goals, operations and priorities, and acts as a main point of contact for risk mitigation and issue resolution, advise on training and manage regular reviews to discuss open issues and future project/product feature implementation planning				X
Extended support	Delivers advice and best effort error investigation and rectification on the configuration and operation of the end of service (EOS) software				X
Custom app support	Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners				X
Special event support	Provides preferred status attention from select Product Support resources during special events				X

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Support, also known as Genesys Care for the Cloud is focused on a Support experience through a global, live answer 24x7 Support model.

Genesys offers two core Support Levels: Care for Cloud and Business Care for Cloud. An optional support add-on for Business Care for Cloud customers (Flex-Care for Cloud) is also available. With these Support Levels, a customer can tailor the level of Support it needs to put the power of the Genesys Customer Experience Platform to work.

Feature	Description	Care for Cloud	Business Care for Cloud	Flex Care for Cloud
Web portal case management	Portal available to open and manage cases (My Support)	X	X
Knowledge base access	Web-based document repository to share knowledge, answer questions, communicate best practices, and assist in resolution of known issues	X	X
Proactive service advisory	Email communication notifications of known issues and recommended solutions. The notifications can be set to daily or weekly frequency	X	X
Platform and network monitoring	24x7 monitoring, testing the network, circuit monitoring, and Genesys Engage cloud Service performance	X	X
Platform maintenance and updates	All platform maintenance and application updates are included at no extra charge. Genesys will make reasonable efforts to maintain Service integrity during the maintenance process	X	X
24x7 phone support for unlimited case management	Access to submit a case or speak live to Product Support. Using a tier-less model, each case is assessed for complexity and routed to an appropriate representative to manage through restoration		X
Defined response targets	Response targets are based on case severity levels		X
Mobile device access	The Genesys Care 2.0 app enables communication with Product Support to review open cases or post case updates. Available in the app stores on iOS and Android		X
Technical Account Manager (TAM)	A designated Genesys Engage cloud business advisor that establishes and maintains an understanding of the your business goals, operations and priorities. The CXM acts as a main point of contact to drive risk mitigation and issue resolution, advise on training, and manage regular reviews to discuss open issues and project/product feature implementation planning			X