Genesys Care Articles

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
     
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: https://rise.articulate.com/share/0N9zbnlzRL2HDa9AGu9rm1Yw5BOZnBNI using the password: Genesys2022.

Genesys support offerings, also known as Genesys Care, are focused on your support experience through a global, live answer, 7X24 support model. Support is provided in accordance with the terms and conditions defined in the Genesys Master Software Licensing and Services Agreement ("Agreement") you have executed, as well as terms defined in this document and commonly recognized in the technology industry. Genesys offers three core support levels: Business CareBusiness Care Plus and Premium Care. Optional support add-ons, called Flex Care, are also available. With these support levels, you can tailor the level of support you need to put the power of your Genesys solutions to work for you. '

Feature Description Business Care Business Care Plus Premium Care Flex Care
Software updates & upgrades Provides access to all Genesys software upgrade/update releases and hot fixes for licensed and compliant software X X X  
24x7 Live Answer support with defined Service Level Targets Uses a tier-less support model so that each incoming case is immediately assessed for complexity by a Product Support expert and routed to the right certified professional to manage through restoration X X X  
Remote diagnostics Leverages industry-standard tools to remotely troubleshoot and assist with the investigation, resolution, and root cause processes X X X  
Knowledge base access Web-based repository of documents to share, answer questions, list best practices, & minimize effort toward resolving of known issues X X X  
Tech tutorials Provides knowledge, insights, and Q&A into the more advanced operations of the Genesys portfolio; recorded & delivered multiple times per year X X X  
Genesys Community Participate in forums, post questions, and exchange ideas X X X  
Chat with Product Support Case Owner Offers chat via computer or mobile device so that your Designated Contacts can chat directly with Genesys Case Owners about your cases X X X  
Mobile device access Handle open cases using the app (iOS and Android) X X X  
Troubleshooting tools including          
Workbench  A suite of troubleshooting tools to help ID and resolve issues faster X X X  
Log File Management Tool (LFMT) Stores app log files, quickly search and retrieve log files, scrub sensitive info before sending log files to Product Support   X X  
Log File Retrieval Service Allows Product Support to retrieve log files for you when investigating an open case. (Requires LFMT)   X X  
Remote Alarm Monitoring (RAM) Leverages intellectual property, tools, and best practices to prevent and mitigate issues before they occur. Receive notifications when Genesys detects supported critical and major alarms as well as proactive Product Support support if needed   X X X
Designated case management Monitors and updates your staff proactively regarding critical cases, participates in weekly case status calls, summarizes case activity on a quarterly basis and learns your environment and business needs to make relevant recommendations   X X  
Enhanced response targets Delivers accelerated response targets over Business Care service level targets; in addition, for critical, high, and medium severity service issues, response targets are improved by 50%   X X  
Technical Account Manager (TAM) Works as a designated advisor who establishes and maintains an understanding of your business goals, operations and priorities and acts as a main point of contact to drive risk mitigation and issue resolution, advise on training and manage regular reviews to discuss open issues and future project/product feature implementation planning     X X
Annual troubleshooting training session Genesys provides 1 annual troubleshooting workshop which equates to 5 free days of Genesys University training for one customer contact     X  
Upgrade advisor Provides a review of the software currently installed in the production environment compared with the latest available releases to identify potential issues in current versions, and highlight whether new release capabilities, functions, features and options could be beneficial     X  
Annual routing logic review IDs and mitigates risks associated with poor performance, invalid logic and inappropriate error handling; provides guidance on routing design, structure and documentation, and highlights any errors found; recommends options to make the logic more flexible, if necessary     X  
Support Architect (SA) Works as a designated advisor who establishes and maintains an understanding of your business goals, operations and priorities, and acts as a main point of contact for risk mitigation and issue resolution, advise on training and manage regular reviews to discuss open issues and future project/product feature implementation planning       X
Extended support Delivers advice and best effort error investigation and rectification on the configuration and operation of the end of service (EOS) software       X
Custom app support Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners       X
Special event support Provides preferred status attention from select Product Support resources during special events       X

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Support, also known as Genesys Care for the Cloud is focused on a Support experience through a global, live answer 24x7 Support model.

Genesys offers two core Support Levels: Care for Cloud and Business Care for Cloud. An optional support add-on for Business Care for Cloud customers (Flex-Care for Cloud) is also available. With these Support Levels, a customer can tailor the level of Support it needs to put the power of the Genesys Customer Experience Platform to work.

Feature Description Care for Cloud Business Care for Cloud Flex Care for Cloud
Web portal case management Portal available to open and manage cases (My Support) X X  
Knowledge base access Web-based document repository to share knowledge, answer questions, communicate best practices, and assist in resolution of known issues X X  
Proactive service advisory Email communication notifications of known issues and recommended solutions. The notifications can be set to daily or weekly frequency X X  
Platform and network monitoring 24x7 monitoring, testing the network, circuit monitoring, and Genesys Engage cloud Service performance X X  
Platform maintenance and updates All platform maintenance and application updates are included at no extra charge. Genesys will make reasonable efforts to maintain Service integrity during the maintenance process X X  
24x7 phone support for unlimited case management Access to submit a case or speak live to Product Support. Using a tier-less model, each case is assessed for complexity and routed to an appropriate representative to manage through restoration   X  
Defined response targets Response targets are based on case severity levels   X  
Mobile device access The Genesys Care 2.0 app enables communication with Product Support to review open cases or post case updates. Available in the app stores on iOS and Android   X  
Technical Account Manager (TAM) A designated Genesys Engage cloud business advisor that establishes and maintains an understanding of the your business goals, operations and priorities. The CXM acts as a main point of contact to drive risk mitigation and issue resolution, advise on training, and manage regular reviews to discuss open issues and project/product feature implementation planning     X

Announcements

Case Escalation Management Process

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
     
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: https://rise.articulate.com/share/0N9zbnlzRL2HDa9AGu9rm1Yw5BOZnBNI using the password: Genesys2022.

Overview of the My Support Portal

Only Designated Contacts have access to create, update, close, or re-open a case. Other employees who work for Genesys direct customers, Partners, Resellers, or end users can request Read-Only access to the My Support Portal to view cases opened by Designated Contacts on behalf of their company.

The My Support Portal allows you to:

  • Open and manage your support cases (Designated Contacts only)
  • Search our Knowledge Base and Technical Documentation site
  • Register for and view our Genesys Engage Tech Tutorials
  • Learn about current Product Support news and announcements
  • Access Genesys Care Apps and Tools (Designated Contacts only)