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FedRAMP Articles

  1. Login to the My Support Portal.
  2. If any announcements pop-up, click Continue to your Dashboard.
    • A screenshot of the Recent Announcements page in the Support Portal. The Continue to your Dashboard button is highlighted with a teal box.
  3. The Portal will automatically open to your My Support Cases page. From there, click the Data Privacy Request tab in the navigation sidebar.
    • A screenshot of the Support Portal. A large orange arrow points to the Data Privacy Request tab in the navigation sidebar.
  4. Click Open Case.
  5. Complete the form and click the Submit button.

Product Support will redirect the FedRamp customer to the appropriate portal link to create a FedRamp case.

The support case in the non-Fedramp portal will then be closed.

The individual support contact will receive an email to accept the FedRamp Okta and/or credentials. Each contact will need to accept the okta tile within 24 hours or temporary credentials will expire. Once accepted, the FedRamp My Support portal will be given, where their FedRamp PIN will be found, under Manage Profile option.

NOTE: This PIN is required when contacting Product Support via phone.

The support contact can open an Admin case in FedRamp Salesforce and request individual access or provide a list of individuals who should have access to the second org.

Support contacts can also reach out for help at:

Yes, the support contact will need to take note when logging into the My Support portal to use the appropriate credentials/PIN, as FedRamp credentials/PIN will be different from non-FedRamp credentials/PIN.

Only individuals at Genesys with FedRAMP skill will be able to track ticket numbers.

Personal Identifiable Information (PII) will be removed from FedRamp support tickets.

FedRamp orgs are hosted in AWS region US-EAST-2 which is visible on the cloud deployment.

It is also noted in as having offering type: FedRamp

Anyone at Genesys, who has the FedRamp skill (located in the U.S. as a citizen or green card holder)

FedRamp cases are excluded from the mobile app. 

Support contacts are unable to use the mobile app for FedRamp cases, FedRamp orgs, or access the FedRamp My Support Portal.

Cases will arrive to them the same way others do today.

Product Support will see in the script that comes up with the interaction that is flagged as FedRamp so it’s very clear this is for a FedRamp customer.

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