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 additional help

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 additional help can be requested. 
  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. Additional help should not be requested for RCA (Root Cause Analysis) for Cloud Platform outages unless Product Support has had 5 business days to complete analysis for cloud deployments, per our standard Service Level Targets for RCA delivery. See PureConnect Direct Customer HandbookPureConnect Partner Handbook, or Cloud CX Handbook.
    • NOTE - After service is restored for severity 1 platform-level incidents, Genesys strives to provide a comprehensive RCA document to affected customers within five (5) business days.
  4. Additional help for high-priority cases need 24 hours since their last update, and the issue is actively causing significant business impact.
  5. Low-priority cases are not eligible for additional help.
    • To change a case to medium-priority, request the change in the work notes.
    • To change a case to high-priority, contact Product Support.


Critical commercial issues (non-FedRAMP)

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 commercial issues (non-FedRAMP)

  1. From the Support Portal portal, select a case.
  2. In the lower right of the case page, click Additional Help.
    • A screenshot of a case in the Support Portal. A large orange arrow points to the Additional Help button.
  3. If the Additional Help button is unavailable, an open request likely exists for the case.
    • A close up screenshot of a portion of a case in the Support Portal. The Escalate button is grayed out and there is an explanation displayed after it, explaining that the case cannot be escalated because it is a low priority case.

Management process

  1. Customer or Partner requests Additional Help.
  2. If an Escalation is generated - the Escalation Owner reviews the request and determines if it meets the Escalation Criteria.
  3. On January 18, 2024 the following improvements will be available:
    1. If Reason: Urgency/Impact has Changed - This will also result in a notification to the Case Owner for review.
    2. If Reason: Request a Case Update - This will result in a notification to the Case Owner for review.
  4. If an escalation is generated - The Escalation Owner replies to the request with next steps.
    • NOTE - If the Request is invalid, the Escalation Owner will give reasons why and give process information to the requestor.
  5. If an additional help request is valid, the Escalation Owner evaluates the situation, prioritizes the request by importance and urgency, and works with the engineers to set expectations regarding next steps.
  6. Escalation Owner updates the case with all more external communications with the customer or partner regarding the request.

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 Details tab on a case. The Case Details captures the technical aspects of the case while the Escalation Detailscaptures the communication flow of the escalation.

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

A closeup of a case in the Support Portal. The Escalation Details tab is highlighted with a large navy mouse cursor, indicating that you should click that tab.


FedRAMP Cloud CX & Engage cases

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

  1. From the FedRAMP 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.