Welcome to the Genesys
Product Support Center

Scope

This Genesys Cloud Service Level Agreement (“SLA”) is a policy governing the use of the Genesys Cloud Service, and is made part of the Genesys Cloud Terms and Conditions (or other master agreement governing Customer’s use of the Genesys Cloud Service entered into between the parties)(the “Agreement”). In the event of a conflict between the terms of this SLA and the terms of the Agreement, the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Definitions

Severity - Defined as the impact an issue has on the Customer’s ability to conduct business, issue severity levels are defined below. 

Priority - Defined as the customer-designated level of importance.

Designated Contact - Customer must designate a primary contact, and at least one backup in the primary’s absence, to act as a primary liaison between Customer and the Genesys Cloud Service customer care team (the “Designated Contact”).  The Designated Contact must be knowledgeable about the Genesys Cloud Service and will participate in troubleshooting support cases.

Preliminary Troubleshooting - When a Customer becomes aware of an issue, prior to opening a support case with Genesys, the Designated Contact must perform reasonable basic troubleshooting and use best efforts to understand the Customer’s areas of responsibility, as described on Genesys’ support portal. 

Case submission - Cases for all Severity levels, except Critical cases, may be raised by Customer by phone or through the My Support portal. Issues designated by Customer as Critical Impact must be raised by telephone through the applicable Genesys customer care number found on the support portal.

If a case has been submitted through My Support and the business impact has increased to Critical Impact severity, Customer must request critical support for the case by telephone.  Submission of cases on the support portal will include the Customer name, Customer organization ID, and a description of the use and its business impact.  The Designated Contact will include any other information known by the Designated Contact that is reasonably helpful for Genesys to analyze the issue (e.g., environmental changes including network or firewall changes, new configurations, previous troubleshooting efforts, etc.).

Severity assignment - Product Support prioritizes issues based on the severity level.  When a case is opened by Customer, Customer will identify a Priority based on the descriptions in the table below. Customer’s Priority designation will be used as a factor by Genesys when defining the Severity of an issue.  The assigned Severity level for an issue may be mutually re-determined by both Genesys and Customer during the issue resolution process.  Both parties agree to act reasonably in making in such determination.

Provision of Service

Genesys will make the Genesys Cloud Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for any unavailability caused by  circumstances beyond Genesys’ reasonable control, including failure or delay of Customer’s Internet connection, misconfiguration by Customer or any third party acting on Customer’s behalf, issues on Customer’s network, or telecommunications services contracted directly by Customer (collectively, “Uptime Exclusions”).

Severity levels

Target initial response times

Target initial response times are based on the Severity level of each incident. The automated response received by Customer following submission of the case will not be deemed to be Genesys’ initial response. The initial response is deemed to have been made when the issue has been assigned to the appropriate Genesys personnel, and Customer receives a human response (by phone or case notes message) from Genesys acknowledging the issue. 

Genesys will use reasonable efforts to respond to issues in accordance with the table below: