{"id":146530,"date":"2019-05-28T13:14:13","date_gmt":"2019-05-28T20:14:13","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=146530"},"modified":"2021-06-22T19:36:12","modified_gmt":"2021-06-23T02:36:12","slug":"purecloud-services-and-support","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/platform\/purecloud-services-and-support","title":{"rendered":"Genesys Cloud services and support"},"content":{"rendered":"

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Genesys Cloud services
\nand support<\/h1>\n

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Ensure your satisfaction and success<\/h2>\n

The Genesys Cloud \u00a0contact center platform is designed and tested to perform at the highest levels\u2014with 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.<\/p>\n

Keep reading for more details on how to begin improving your Net Promoter Score.<\/p>\n

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Get the help you need<\/h3>\n

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Online help<\/h4>\n

Help.MyPureCloud.com<\/a><\/p>\n

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Phone support<\/h4>\n

Visit portal<\/a><\/p>\n

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Web portal support<\/h4>\n

Visit portal<\/a><\/p>\n

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Support response and restoration<\/h3>\n

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Setting severity levels<\/h4>\n

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.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/2″][vc_column_text]<\/p>\n

Ensuring availability<\/h4>\n

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.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=”yes” gap=”10″][vc_column_inner][vc_column_text]<\/p>\n

Severity levels and targets<\/h3>\n

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Critical impact (Code red)<\/h4>\n

You are experiencing a severe problem, resulting in an inability to perform a critical business function. There is no workaround.<\/p>\n

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Genesys Cloud mean time to restore is 4 hours.<\/strong><\/p>\n

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High impact<\/h4>\n

You can perform job functions, but performance is degraded or severely limited.<\/p>\n

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Genesys Cloud mean time to restore is two (2) days.<\/strong><\/p>\n

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Medium impact<\/h4>\n

Your ability to perform job functions is largely unaffected\u2014noncritical functions or procedures are unusable or hard to use. A workaround is available.<\/p>\n

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Genesys Cloud mean time to restore is five (5) days.<\/strong><\/p>\n

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Low impact<\/h4>\n

You are experiencing minimal system impact. Concerns include feature requests and other non-critical questions.<\/p>\n

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Continuous updates with an ETA provided when available.<\/strong><\/p>\n

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Professional services for your needs<\/h3>\n

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Self-start with online resources<\/h4>\n

If you\u2019re comfortable getting up and running without assistance, the self-start materials<\/a>, which include online training modules and web-based enablement events, can help.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=”1\/4″]

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Premier success services<\/h4>\n

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.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=”1\/4″]

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Service token catalog<\/h4>\n

Purchase token bundles directly inside the Genesys Cloud, then use immediately or save for future service needs. Use your support for any issue\u2014from network consulting to integration setup.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=”1\/4″]

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Partner ecosystem<\/h4>\n

Find your perfect match among the diverse Genesys Cloud partners in the Partner Directory<\/a>. The right provider can help you buy, implement, service, support and add value to your Genesys Cloud implementation.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1533059232848{background-color: #f3f3f3 !important;}”][vc_row][vc_column]

\"\"<\/div><\/div><\/div><\/div>

The documentation on the Genesys Cloud 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.<\/p>

Shafique Adatia, Team Lead, System Administrator, Vivonet<\/p> <\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Explore Genesys solutions for…<\/h3>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1532973566467{background-image: url(https:\/\/www.genesys.com\/media\/e2840feb-purecloud-v1.png?id=83898) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text] Genesys Cloud services and support [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row equal_height=”yes” el_class=”mobile-reverse”][vc_column][vc_column_text] Ensure your satisfaction and success The Genesys Cloud \u00a0contact center platform is designed and tested to perform at the highest levels\u2014with an architecture built for […]<\/p>\n","protected":false},"author":13,"featured_media":84647,"parent":146517,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-146530","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/146530","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/comments?post=146530"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/146530\/revisions"}],"predecessor-version":[{"id":385245,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/146530\/revisions\/385245"}],"up":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/146517"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/84647"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=146530"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}