Customers and Partners should be certified

Although not required, customers and partners are encouraged to have a valid PureConnect product certification(s). Product certifications are specific to the individual that has been certified, the function being performed, and to the product/version involved. The current course schedule is available via the corporate web site at:

Customers and Partners must be current on maintenance

Customers/Partners calling in for support who are not current on maintenance will be directed to Accounts Receivable for payment arrangements. If the Customer has a dispute specific to a particular invoice, we will grant one grace period for receipt of payment during which support will be provided.

Customers and Partners must be professional

Customers/Partners are expected to maintain professional behavior during interactions with Genesys employees or third-party vendors. Product Support reserves the right to refuse support to individuals for any of the following:

  • Deliberately hanging up on Genesys Employees.
  • Use of abusive, intimidating, or obscene language.
  • Deliberate misrepresentation of the facts, whether to the third-party vendor or to Genesys employees.

Customers and Partners must perform regular system maintenance/monitoring

  • Monitor system performance and communicate hardware needs.
  • Ensure adequate hard drive space is available for regular function with increased tracing levels.
  • Perform regular system/configuration backups utilizing either backup software, Interaction Migrator, or both.
  • Monitor the Windows event Logs for anything which could be system impacting.

Customers/Partners must utilize standard Change control

With the exception of changes to users or workgroups, all changes to PureConnect server applications and configurations should follow a change control procedure which includes the following:

  1. Implement the change in a test environment.
  2. Write up an implementation plan.
  3. Write up a test plan.
  4. Write up a backout plan.
  5. Take a backup/export of the system and/or configuration.
  6. Implement the change in the production environment utilizing the implementation plan.
  7. Test utilizing the test plan.
  8. Revert utilizing the backout plan if necessary.
  9. Store a retrievable record of the events with the following information:
    • Date/Time of change
    • Engineer who performed change
    • Short description
    • Full summary
    • Note Successful or Reverted

Customers and Partners must provide Level One support

  1. All customer/partner organizations are contractually bound to provide the first level of support. The following responsibilities are included:
  2. Be the interface for all communication with the end users.
  3. Establish and communicate a phone number where the customer may reach you for support both during and after business hours.
  4. Staffing must be sufficient to handle the volume of support cases in a timely manner at all times.
  5. Provide support for all hardware and software issues.
  6. Attempt to reproduce all issues in a comparable test environment.
  7. Keep your system up-to-date with new fixes.
  8. Work with network and carrier technicians to ensure a high level of service.
  9. Ensure that third party software applications that interface with Genesys products are working and available.
  10. Perform all troubleshooting tests requested by Product Support.
  11. Gather and deliver all logs and files requested by Product Support.

NOTE: If an end user contacts Technical Support directly, we will have to refer them back to your certified resources.

Level One objectives for Service Levels

These are the minimal service levels that the customer/partner must agree to for level one support:

  • Severity 1 (System Down) has a response time target of 1 hour.
  • Severity 2 (Severe Production Issue) has a response time target of 4 hours.
  • Severity 3 (Modest Impact) and Severity 4 (System Inquiry) has a response time target of 24 hours.
  • 1-hour response time target for hardware issues with a 24 hour swap out guarantee for hardware failures.

Please be aware that if your end customer contacts Product Support directly because they are unable to reach anyone in your organization, the cost of the interaction will be charged back to your organization.

Use of the Development Environment

Any major system modifications or additions of new features to a customer’s system should be thoroughly tested first in a development environment. The customer should install new versions of software and new Service Releases in their development environment prior to attempting to install them in any production environment. A development environment need not require a high-end server, but should enable an application engineer to verify new handler functionality prior to publishing them in a production environment. It should match the production environment as closely as possible.

Use of the User Acceptance Testing Environment

It is recommended that customers employ a User Acceptance Testing (UAT) environment to provide real-world testing of behaviors and scenarios prior to promotion of new changes or releases to the production environment.

Optional Customization Support

Some customers will want to be able to customize their own systems. Genesys provides the tools that enable a customer to make desired changes to their systems. Interaction Designer is the tool that is provided for PureConnect installations. An important note to this topic is that with this flexibility comes an added responsibility for the customer. The following are support guidelines when engaging with a customer that wishes to perform their own customizations.

  1. Handler Support - troubleshoot and provide consulting suggestions to customer handlers using Interactive Intelligence’s Interaction Designer product. Examples may include adding any features to voicemail, auto attendant, and ACD processing or other new handlers. Product Support will provide guidance to the customer on how to enhance functionality. Product Support does not provide the customer detailed, step-by-step instructions on how to create new handlers.
  2. Tool Support - Product Support provides guidance on the proper use of the tools provided in Interaction Designer. Examples may include the proper use of play prompt, extended get key;
    • Generate HTML or any other tool step.
    • Development System - Customers should maintain a development system that they can use to develop and test all changes before they are put into a production environment. This would include an additional server license, server platform and telephony resources. The development system does not need to be as large, expensive or as fully loaded as the production system.
    • Cut Over Notification - a formal notification must be given to Product Support prior to applying new customizations.