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.

1. 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.
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. 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.
4. 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.
5. Escalations for high-priority cases need 24 hours since their last update, and the issue is actively causing significant business impact.
6. 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.

1. 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 -
2. Send the email to:
   • purecloudmanagementattention@genesys.com
3. 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.

1. From the FedRAMP My 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.

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.

1. Contact Product Support.

Non-critical issues

My Support

1. From the MySupport 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.

Genesys Care 2.0 mobile app

1. Select the Escalation Icon from the expanded menu on the bottom of the case details screen.
2. In the Request Case Closure window, select the Escalation Request option.
3. On the Escalation Request prompt, select an appropriate reason from the drop-down.
4. Give a short description for your reason in the Comments section.
5. Tap Submit.

Management process

1. Customer or Partner submits an Escalation Request.
2. The Escalation Owner reviews the request and determines if it meets the Escalation Criteria.
3. 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.
4. 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.
5. 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

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 

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 My Support.
2. Select Cases .
3. Click  View and Manage Cases.
4. Select the closed case then click Request to Re-open at the top.
   • NOTE: This feature is only available for 30 days after the initial closure of a case. 

Contact Product Support

1. Call Product Support.

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

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

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.

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 My Support 30 days after the case is closed. 

Using the My Support webpage

1. Login to My Support. 
2. Go to Dashboard > Cases > View and Manage Cases. 
   
3. Select a case. 
4. Click the Close Case button. 
5. Set the Sub Status to Resolved or Cancelled. 
6. Enter your Closure Comment. 
7. Select Close Case. 

Using the Genesys Care 2.0 App

1. Select the case closure option from the expanded menu on the bottom of the case details screen.
2. In the Case Closure window, select the appropriate reason for the closure then tap Submit.

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.

1. Go to Manage Profile > Manage My Admin Cases. 
   
2. Select one of the pre-defined queries from the drop-down list to view your admin cases (My Non-Closed and My Closed Admin cases). 
3. From the resulting list, select the Case Number for the admin case you wish to review.  

1. Go to Manage Profile > Open Admin Case.
    
2. Complete the details for the admin case. 
3. Click Save. 

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.

When you submit a new case, provide as much detailed information as possible. This will help route the case to the correct Product Support team for faster investigation. 

1. Login to My Support. 
2. If you have access to multiple product Dashboards, you can switch between them by expanding the dropdown list and selecting the applicable Platform. 
   
3. From your My Support Dashboard, go to Cases > Open a Support case.  
4. Select the End User and Sold To Account combination for which you are submitting the case.  
   • NOTE: Only End User or Sold To Accounts for which you have Designated Contact access will be available in the lookup lists. 
5. Select the Product Category and the relevant Product. Complete the required information then click Next. 
   • NOTE: There are different submission requirements for various products or platforms. You may see different fields that are required that differ between Genesys Engage, Genesys Cloud, PureConnect. 
6. Select the appropriate Case Sub Type and Priority level.  
7. Populate the remaining mandatory fields.  
   • NOTE: Provide as much detail as possible in the Description and Business Impact fields to help us correctly route your case to the appropriate product specialist. 
8. Click Save.

The My 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, 5 records will display. To see more, click the Show More object at the bottom of the list. If the Show More object is still available, there are more records. 

You have multiple options to locate your open cases based on your needs. 

My Cases page  

1. Go to My Cases then select the Case Number. 

Case Search 

1. Enter your case number or keywords in the case search box available from most pages via the dual search box.
   

My Support dashboard  

1. Go to Cases > View and Manage cases.  
   

View all your open cases 

1. Select the My Cases – All Non-Closed option from the dropdown.  

View all cases for your organization 

• Cloud cases - select the applicable Cloud Account/Deployment.  
• Support cases - select the applicable End User. 
  

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.

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

My Support Portal 

1. Login to My Support. 
2. Go to Cases > View and Manage Cases. 
   
3. Select the case for which you are providing an update. 
4. You can also: 
   1. Enter the case number in the Case Search box. 
   2. Search using a pre-defined query or by End User. 
5. Select the case for which you are providing an update. 
6. Click Post Update. 
7. Complete in the form then click Save. 

NOTE: If the case is in Awaiting Info or Solution Proposed status, updates change the Case Status to Open. You will now see your update(s) in the Case Updates section of the case. 

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. 

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: