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. 
  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 HandbookPureConnect 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.

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