When Product Support receives a RAM alarm from the customer's Workbench instance, the following process is actioned:

  1. The respective alarm (the supported subset of Genesys Engage alarms ingested by Workbench) is routed to Product Support and a Support Case is opened by a Genesys Product Support Analyst.
  2. The customer provided Group Email will receive an email from Product Support informing you that an alarm Support Case has been opened.
  3. The Product Support Case will follow standard service level targets based on your Genesys Care contract.
  4. Only the Designated Contact can view, manage and close the support case via My Support; however, all members on the group email can provide case updates via email.
  5. An Alarm notification is sent to you via the Genesys Care Mobile App, if notifications are enabled.