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.
- There must be an active case. There must be an existing case open before it can be escalated.
- NOTE - When a case is closed, the Escalate Case button is inactive. To reopen a case, do so through MySupport or contact Product Support.
- 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?
- 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.
- 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 Handbook, PureConnect Partner Handbook, or Cloud CX Handbook.
- Escalations for high-priority cases need 24 hours since their last update, and the issue is actively causing significant business impact.
- 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.
- 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 -
- Send the email to:
- purecloudmanagementattention@genesys.com
- 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.
- From the FedRAMP My Support portal, select a case.
- 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.
Non-critical issues
My Support
- From the MySupport portal, select a case.
- 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
- Select the Escalation Icon from the expanded menu on the bottom of the case details screen.
- In the Request Case Closure window, select the Escalation Request option.
- On the Escalation Request prompt, select an appropriate reason from the drop-down.
- Give a short description for your reason in the Comments section.
- Tap Submit.
Management process
- Customer or Partner submits an Escalation Request.
- The Escalation Owner reviews the request and determines if it meets the Escalation Criteria.
- 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.
- 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.
- 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.
More training
- See the Case Escalation Process Change training course.
- Password - Genesys2022