Ensure your satisfaction and success
The GenesysTM Purecloud® contact center platform is designed and tested to perform at the highest levels—with an architecture built for stability and quick recovery. But if something does go wrong, there are several ways for you to get the help and support you need.
Keep reading for more details on how to begin improving your Net Promoter Score.
Get the help you need
Support response and restoration
Setting severity levels
Outage reporting calls are prioritized and handled according to their level of severity, which the Technical Support team assigns upon receipt of a request. The Support team responds to each ticket within target initial response times and will reach a resolution within target restoration times.
Support is available 24/7, and uses commercially reasonable best efforts to provide 100% uptime, except for: (i) occasional planned downtime at non-peak hours (for which you will receive advance notice); or (ii) any unavailability caused by circumstances beyond reasonable control.
Severity levels and targets
Critical impact (Code red)
You are experiencing a severe problem, resulting in an inability to perform a critical business function. There is no workaround.
PureCloud mean time to restore is 4 hours.
You can perform job functions, but performance is degraded or severely limited.
PureCloud platform mean time to restore is two (2) days.
Your ability to perform job functions is largely unaffected—noncritical functions or procedures are unusable or hard to use. A workaround is available.
PureCloud platform mean time to restore is five (5) days.
You are experiencing minimal system impact. Concerns include feature requests and other non-critical questions.
Continuous updates with an ETA provided when available.
Professional services for your needs
Self-start with online resources
If you’re comfortable getting up and running without assistance, the self-start materials, which include online training modules and web-based enablement events, can help.
Premier success services
Rest easy with 24/7 emergency phone support, priority support queuing, enablement events and webinars with live question-and-answer sessions. Work with a dedicated services manager and an assigned technical support team.
Service token catalog
Purchase token bundles directly inside the PureCloud platform, then use immediately or save for future service needs. Use your support for any issue—from network consulting to integration setup.
Find your perfect match among the diverse PureCloud partners in the Partner Directory. The right provider can help you buy, implement, service, support and add value to your PureCloud implementation.
The documentation on the PureCloud Online Help center, combined with its web portal, phone support and developer forum give us fast, easy and convenient ways to get more out of the system.
Shafique Adatia, Team Lead, System Administrator, Vivonet