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. Severity is defined as the impact an issue has on the customer’s ability to conduct business.

  • Production Down: Causes a critical or severe impact to Business operations (for example, calls or emails cannot be completed, or critical business processes are disabled) with loss of core functionality in a live production environment. Production Down cases always require customer personnel available to work with Genesys personnel. 
    • This is our highest level of priority. 
    • NOTE: Not applicable for Genesys Engage Cloud cases. 
  • Critical: Causes a critical degradation to Business operations (e.g., calls or emails cannot be completed, or critical business processes are disabled) to the production or pre-production environment or major business application resulting in an inability to perform a critical business function. 
    • There is no workaround. 
    • Critical cases always require customer personnel available to work with Genesys personnel. 
  • High: Causes a non-critical, but significant, impact (for example, call or email processing becomes altered and degrades service quality or handling of business data) in a production or development environment that affects a production roll-out or service levels. 
    • The customer can run the system, but the issue being reported severely impacts the overall "usability" of the system.
  • Medium: Causes a moderate impact on the system (for example, minimal degradation of call or email processing) in a production or development environment. The customer’s ability to perform job functions is unaffected, but non-critical functions or procedures are unstable or hard to use. 
    • A workaround is available.
  • Low: Causes little or no impact in a production or development environment. The reported problem has limited impact on nonessential functions, is a cosmetic-related problem, documentation error, or customer requires information or assistance on the cloud service capabilities or configuration.