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