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. 
   • NOTE - When a case is closed, the Additional Help button is inactive. To reopen a case, do so through the Support Portal or contact Product Support.
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 Handbook, PureConnect 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.
   • 
3. If the Additional Help button is unavailable, an open request likely exists for the 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.

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.

1. Login to the Support Portal. You will automatically be directed to the My Support Cases page.
2. Click on your name in the upper right-hand corner of the page.
   • 
3. Select Admin Cases from the drop-down menu. 
4. Click on the case you want to manage. From there, you have essentially the same features and abilities as you would with a normal case.

Genesys provides a file transfer tool on My Support to allow customers to upload logs and other files that may be needed to help resolve Cases. Clicking the Transfer Files button within any non-closed Case launches the browser-based File Transfer Client, which provides the following features:

• Secured data transfer over HTTPS
• Sending multiple files concurrently
• File transfer resume capability
• Integrity validation
• No file size limit

Browser settings and other system requirements

The following browsers are supported:

• Internet Explorer v11 or later
• Chrome v44 or later
• Firefox v39 or later
• Safari v8 or later on Mac OS

To use the built-in file transfer tool, the following settings must be in place:

• The browser running the client must have cookies enabled.
• The browser must allow pop-ups from the following servers for the Transfer Files functionality to work properly.
  • https://eftgateway-us.genesys.com
  • https://eftgateway-emea.genesys.com
  • https://eftgateway-apac.genesys.com

How to upload a file to a case

1. Open the case in the Support Portal.
2. Click the Transfer Files button
   • 
3. A warning page will appear, explaining that you should not upload regulated, sensitive or personal data with this tool. Click Acknowledge.
4. You can then drag and drop files and folders from your desktop to the file transfer client. You can also view files you have previously uploaded and view files that have been shared with you.

Temporary FTP Accounts

A situation may arise when the file transfer tool on My Support cannot be used for a given transaction. To address this need, Genesys has established the Temporary FTP Account process.

For a given Case, you can ask Customer Care to create a temporary FTP account, and then use an SFTP client application of your choice to transfer the files.

SFTP clients for Windows:

• WinSCP
• FileZilla
• CuteFTP
• PSFTP
• Core FTP
• Fire FTP

SFTP clients for macOS:

• FileZilla
• ClassicFTP
• Fire FTP
• Secure FTP
• Cross FTP

Unix users can use the SFTP utilities built into the operating system.

Once the temporary account is created, it will be associated with the given Case and remain active for the next 5 days (120 hours total). The login credentials along with the expiration date will be displayed in the Temporary FTP Account section of the Case details page while the temporary account is active.

A previously closed case may be re-opened if an issue has not been resolved or if a case was closed by accident. For the case to be re-opened, all new supporting information demonstrating that an issue has not been resolved should be supplied to Product Support within 30 days of case closure. Without this information, the case will not be re-opened. 

NOTE

• For cases closed more than 30 days, contact Product Support, or create a new case so supporting information can be supplied. 
• Ensure you provide supporting information demonstrating the issue has not been resolved. 

You have two options to re-open a case

My Support Portal

1. Login to the Support Portal. You will automatically be directed to the My Support Cases page.
2. Click the Closed Cases tab
   • 
3. Click on the case that you want to re-open
4. From the case page, you should see a button that says Request to Re-open. (If you don't, it is likely because the case has been closed for more than 30 days. In that circumstance, you will need to contact Product Support or create a new case.) 
   • 

Contact Product Support

1. Call Product Support.

Genesys Product Support will close a case for the following reasons: 

• The proposed solution or answer provided by Product Support has been accepted by the customer.
• The customer requests closure/cancellation of the case.
• The Customer does not respond after three automated follow-ups, see Auto Follow-Up Process.

NOTE: All data in a closed case (including any logs or other customer files) is purged from the Support Portal 30 days after the case is closed.

Using the My Support webpage

1. Login to the Support Portal. You will automatically be directed to the My Support Cases page.
2. Click on the case you want to close.
3. Click the Close Case button. 
   • 

Cases can be updated through the My Support Portal, email, or phone.  

Support Portal 

1. Login to the Support Portal. 
2. You will automatically be directed to the My Support Cases page.
   • 
3. Select the case for which you are providing an update. 
4. You can also: 
   1. Enter the case number in the Search box. 
      • 
   2. Search using a pre-defined query or by End User in the same search box. 
5. Select the case for which you are providing an update.
6. Enter your comment in the Leave a comment field.
   • 
7. You can upload a file or screenshot by using the Transfer Files button.
   • 
8. Once you are done adding your comment and uploading any files or screenshots, click Post.
   • 

Email 

Replying to either an email originating from the case or an automated case notification will update the case automatically. An email originating from a case includes a special Reference ID, which ties all replies to the case. 

If you start a new email and send it to Product Support, it will not link to the case automatically, even if you have specified a case number. Such emails will be processed by the Product Support Admin team and may be manually linked to the case specified, but automatic linkage will not occur unless the email body contains the Reference ID. 

NOTE: If the case is in Awaiting Info or Solution Proposed status, and the case contact replies to an email originated from the case, this will also change the case Status to Open. Additionally, the contents of the email response will be added to the Case Updates section of the case. 

Phone 

A Designated Contact may update a case by calling Product Support, see the Contact Us page. You may be required to provide your PIN and the 10-digit Case Number. 

1. Login to the Support Portal. You will automatically be directed to the My Support Cases page.
2. Click on your name in the upper right-hand corner of the page.
   • 
3. Select Admin Cases from the drop-down menu. 
4. Click the Open Case button.
   • 
5. Complete the form and click Submit.

The My Support Cases page allows you to easily view all Non-Closed cases raised against all Case Types that you are named as the Case Contact. By default, when you first log into the Support Portal, you will be directed to the My Support Cases page.

Navigating through cases

By default, My Support Cases displays up to 25 cases. If you have more than 25 cases open, you can navigate through them or change the number of cases per page by using the navigation toolbar that appears after your list of open cases.

View all your organization's cases

To view all of the cases open for your organization, click My cases and select Group cases from the drop-down menu.

1. Login to the My Support Portal.
2. If any announcements pop-up, click Continue to your Dashboard.
   • 
3. The Portal will automatically open to your My Support Cases page. From there, click the Open Case button.
   • 
4. A new page will open that says, "Hi <your name>, what can we help you solve today?" Fill out the form on that page with details about your case.
   1. Summarize your problem or question: 
      1. There's a limit of 100 characters.
      2. Make your summary short, but as specific as possible.
   2. Describe your problem or question in more detail: 
      1. Add as many specific details as possible. The more information, the better.
      2. After this field, there is a small yellow circle that will fill in as you type more in the description field. After the circle, there will be the words, "Provide more details." Once you have added a minimum of 10 words, the circle will fill in green and the words will change to "Thank you!"
      3. After the circle, there is a header that says, "Don't know what to write?" and provides a list of prompts that will help you think of details you should include in your description of your problem or question. 
         • 
   3. Cloud service: Our AI will auto-select a likely Cloud service based on the text of your summary and description, but if it is incorrect, you can pick another service by clicking on another service's button, or More options.
      • 
5. Click Next.
6. The next page, titled "These resources might help," will present you with a selection of tiles that include summaries of knowledge articles that may solve your problem.
   1. If you click read more on any tile, a pop-up will appear, showing a preview of that article.
      • 
   2. A link to the article page is included at the beginning of the pop-up
      • 
        1. To close the pop-up, click X near the upper-right corner of the pop-up window.
        2. After closing the pop-up, a message will appear in that article box, asking, "Your opinion can help others. Was this helpful?" You can select Yes or No. Please take the time to click one, because it directly helps the AI learn which articles are helpful for specific situations.
           • 
   3. After reviewing possible solutions, scroll to the end of the page and click either Abandon Request or Continue to Case Submission.
      1. If you click Abandon Request, a pop-up message will appear, saying, "We're glad you found the answer!"
      2. Click Confirm.
         • 
7. If you click Continue to Case Submission, a new form will appear. Fill in the rest of the details to the best of your ability.
   1. Your Deployment, Service, Subject, and Description will all autofill from the previous form.
   2. Pick a Priority for your case:
      1. High: You are able to perform job functions but performance is degraded or limited.
      2. Medium: Your ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.
      3. Low: The Genesys Cloud Service is available and operational; trivial impact to your business operations or you require information or assistance on product capabilities or configuration.
         • NOTE: You may notice that Critical is not a priority option. A Critical case is one where you are experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround. If you are experiencing a Critical problem, then submit the case as a High priority and call Product Support phone support directly: Cloud Customer Care phone support.
      4. Pick an Implementation Stage: Production or UAT (User acceptance testing).
      5. If there is a security threat, click the Is there a security threat? box.
      6. Pick a Case Sub Type
         • Question: You don't know how to do something.
         • Problem: Something is broken or not working correctly
      7. Enter details on Business Impact: How is this case affecting the operation of your business? Can you not do certain tasks? Is it slowing down your call center staff?
      8. Enter # of Agents Affected.
      9. Enter External Ref # if you have one.
      10. Click Submit. This will take you back to the My Support Cases page, with a small pop-up in the upper right-hand corner, confirming that you successfully submitted your case. Your case will also appear at the beginning of the Cases table on the My Support Cases page.
          • 

See also Create an admin case.

Admin cases are used for problems or questions related to your My Support account. 

Open an admin case for the following reasons: 

• Obtaining support access to a particular service contract or Sold To or End User account combination 
• My Support changes such as adding or removing a contact or updating an email address 
• Requesting My Support access level changes 
• Changes with your Genesys account 
• Problems with your licenses (Genesys Engage only) 
• My Support functionality issues 
• Product does not show in drop-down list 
• File upload/download issues when using File Transfer function 

Designated Contacts have the option of creating the following case types.

Support cases

For issues or questions about Genesys products, services, or platform.

• Problem - issues that affect or may affect your customers, agents, or business. Issues can be in a production or pre-production environment.
• Question - may or may not be related to an ongoing issue with your service. Can include inquiries about product functionality or usability or a follow up question on a previous Problem Case.

Service Requests

Used to Move, Add, and Changes (MAC) cases. MACs are administrative changes, additions, and deletions made to your system. These are the most common types of changes made to customer systems. The following requests are captured under the Service Request case type:

• Add or remove access - change permission levels for one or more users, delete, or add agents, supervisors, or administrators.
• Password reset - login issues or requests to reset passwords.
• Change request - add Routing Points, Toll Free Numbers, change existing routing applications, etc.
• New project request - add a site to an existing contact center, add new products or functionality, or major changes existing deployments.

NOTE: Premier Edition and Outbound Engagement Users, contact your Genesys Advisor for change requests and new project requests.

Data Privacy Request

For General Data Protection Regulation (GDPR) requests only.

Admin cases

Used for issues or questions with My Support. Instructions available at Create an Admin Case.

• Question - any general question not related to a product. Example: Questions about how to use the Support Portal.
• Request - create new Designated Contacts, remove Designated Contacts, etc.
• Problem - problems with access to the Support Portal.

This section includes our support processes and best practices for opening and managing support cases with Genesys Product Support. Only Designated Contacts are allowed to create a new case or update an existing case. Other employees who work for Genesys direct customers, Partners, Resellers, or End Users can request Read access to the My Support to view cases opened by Designated Contacts on behalf of their company. All access for End Users will require approval from the Partner.

• Create a new case
• Create an admin case
• Create a Service Request
• Find an open case
• Update a case
• Close a case
• Re-open a case

The following checklist identifies tasks that you need to complete prior to opening a case with Genesys Product Support. Describe all actions you have undertaken to solve the issue.

• Check the Release Notes to see if the problem has been fixed with a later release than you are currently using.
• Check the Genesys Cloud Resource Center to search for relevant information that may help solve the problem.
• Check the applicable Service Advisories posted on My Support.
• Do some basic troubleshooting. See Troubleshooting before calling Customer Care.
• Make sure that you understand which problems Genesys Cloud Customer Care is responsible for handling. See customer areas of responsibility.

If you are experiencing a problem, conduct these quick troubleshooting actions: 

• Refresh the browser or desktop app. 
• Log out and back in. 
• Clear the browser cache and refresh again. 
• Verify that the problem occurs on another workstation. 
• Verify that the problem occurs for another user. 
• Turn the workstation off and on again. 

Before you open a case on the My Support Portal, perform these steps:

• Gather the following:
• Organization short name: Click Admin > Account Settings > Organization Settings. 
• Organization ID: Click Admin > Account Settings > Organization Settings > Advanced.
• Conversation ID (How do I get this?)
• Description of the issue and its business impact

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.

Emergency Support Calls

Definition of an Emergency Support Situation

• The primary IC server is not running or is providing no dial tone.

For sites with a switchover pair, any site running without the backup IC server for any reason other than scheduled maintenance.

• A site is unable to perform its core mission.
• Emergency support issues include the following examples, but are not limited to them:
  1. The customer is a Call Center whose business model is to make outbound calls. They are unable to make any outbound calls and there is no workaround. This would qualify as an emergency.
  2. The customer is an IVR only installation and the users are unable to maneuver around the IVR making it impossible to process call. This would qualify as an emergency.
  3. A site only processes emails and there is an inability to successfully queue any emails. This would qualify as an emergency.

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.
   

The following checklist identifies tasks that you need to complete prior to opening a case with Genesys Product Support. Describe all actions you have undertaken to solve the issue.

• Check the PureConnect Resource Center to search for relevant information that may help solve the problem.
• Check the applicable Service Advisories posted on My Support.

If the problem still exists, ask these additional questions and provide what information you can when you submit a support case: 

• What specifically is happening or is not happening? 
• How do you feel the behavior should be different? 
• Under what circumstances does behavior manifest? 
• Does it work sometimes, all the time, or none of the time? 
  • Does it work for many people but not everyone?
  • Is it only malfunctioning for one person?
  • Does it only happen when utilizing one gateway, workgroup, IC Server, or Media Server?
  • If you swap equipment and users, what happens to the issue? 
• Can we get a full account of all recent changes? 
  • These changes can include any to the server hardware or software, the network, customizations, the carrier, the IT (Information Technology) infrastructure (domain controller, DNS (Domain Name System) server, DHCP (Dynamic Host Configuration Protocol) server, e-mail server, DB (Data Backup) server, etc.). 
• Was the system under excessive load at the time of the occurrence? 
  • Ensure Performance Monitoring is always in place.

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.

• Critical: The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.
  • NOTE: If you have a critical outage, call for phone support.
• High: The customer can perform job functions, but performance is degraded or severely limited.
• Medium: The customer’s ability to perform job functions is unaffected, but noncritical functions or procedures are unusable or hard to use. 
  • A workaround is available.
• Low: Genesys Cloud is available and operational; trivial impact to customer’s business operations or customer requires information or assistance on the Genesys Cloud Service capabilities or configuration.

The following checklist identifies tasks that you need to complete prior to opening a case with Product Support.

• Describe all actions you have undertaken to solve the issue.
• Check the Release Notes to see if the problem has been fixed at a later release than you are currently using.
• Search the Knowledge Base to see if a Product Advisory or other knowledge article contains information that can solve this problem.
• Check the Product Manuals to see if a different configuration setting or other relevant information may help solve the problem.
• Check the applicable Service Advisories posted on My Support.
• Clearly define the problem or question. Document what caused the event. List the product, component, and release of the Genesys software for which the problem occurred.
• Describe all actions you have taken to troubleshoot this problem before opening a case, and the results of your actions. For example, if you have done any analysis of product logs, describe the result of your analysis.
• Try to reproduce the problem and document the steps you took to reproduce the problem.
• Collect all relevant log files and configuration files and purge all personally identifiable information and other sensitive data from them, before uploading the logs using the File Transfer Tool (FTP) or a temporary FTP account within the new case you will create for this issue. See the Product Support Log File and Supporting Information Requirements for Troubleshooting Issues article in the Knowledge Base for details on the information that should be supplied when logging a case for an issue with a particular Genesys product.
• Document the key search data to use within the supplied log files. This includes connection IDs, telephone numbers, user data, agent IDs, and other information.
• Identify a clear business impact. For more information, refer to Business Impact in the Mandatory case Fields section above.

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: