{"id":104975,"date":"2018-10-26T14:17:56","date_gmt":"2018-10-26T21:17:56","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=104975"},"modified":"2024-03-04T11:32:02","modified_gmt":"2024-03-04T19:32:02","slug":"purecloud-services-and-support","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/pt-br\/platform\/purecloud\/purecloud-services-and-support","title":{"rendered":"Servi\u00e7os e suporte do Genesys Cloud"},"content":{"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]<\/p>\n

Servi\u00e7os e
\nsuporte do Genesys Cloud<\/h1>\n

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Garanta sua satisfa\u00e7\u00e3o e sucesso<\/h2>\n

A plataforma de contact center Genesys Cloud\u00a0foi projetada e testada para funcionar nos n\u00edveis mais altos, com uma arquitetura criada para proporcionar estabilidade e uma r\u00e1pida recupera\u00e7\u00e3o. Mas se algo der errado, h\u00e1 v\u00e1rias maneiras de receber ajuda e suporte.<\/p>\n

Continue lendo para obter mais informa\u00e7\u00e3o sobre como come\u00e7ar a melhorar o Net Promoter Score.<\/p>\n

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Obtenha a ajuda que voc\u00ea necessita<\/h3>\n

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Ajuda on-line<\/h4>\n

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

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Suporte por telefone<\/h4>\n

1-866-353-6587<\/p>\n

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Suporte pelo portal da web<\/h4>\n

Acessar o portal<\/a><\/p>\n

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Resposta de suporte e restaura\u00e7\u00e3o<\/h3>\n

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Defini\u00e7\u00e3o dos n\u00edveis de gravidade<\/h4>\n

As chamadas para informar uma interrup\u00e7\u00e3o do servi\u00e7o s\u00e3o priorizadas e tratadas de acordo com seu n\u00edvel de gravidade, algo que a equipe de Suporte t\u00e9cnico atribui ap\u00f3s o recebimento de uma solicita\u00e7\u00e3o. A equipe de Suporte responde a cada solicita\u00e7\u00e3o dentro do per\u00edodo de resposta inicial estabelecido e solucionar\u00e1 o problema dentro do prazo de restaura\u00e7\u00e3o estabelecido.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/2″][vc_column_text]<\/p>\n

Garantia de disponibilidade<\/h4>\n

O suporte est\u00e1 dispon\u00edvel no formato 24×7 e usa as melhores iniciativas comercialmente razo\u00e1veis para oferecer 100% de tempo de atividade, exceto para: (i) tempo de inatividade ocasional planejado em hor\u00e1rios fora de pico (para os quais voc\u00ea recebe um aviso pr\u00e9vio); ou (ii) qualquer problema de disponibilidade causada por circunst\u00e2ncias que fogem do nosso controle razo\u00e1vel.[\/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

N\u00edveis e metas de gravidade<\/h3>\n

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Impacto cr\u00edtico (c\u00f3digo vermelho)<\/h4>\n

Voc\u00ea enfrenta um problema grave, que resulta na incapacidade de executar uma fun\u00e7\u00e3o essencial da empresa. N\u00e3o h\u00e1 solu\u00e7\u00e3o alternativa.<\/p>\n

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O tempo m\u00e9dio de restaura\u00e7\u00e3o do Genesys Cloud \u00e9 de 4 horas.<\/strong><\/p>\n

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Alto impacto<\/h4>\n

VVoc\u00ea consegue executar as fun\u00e7\u00f5es de trabalho, mas o desempenho est\u00e1 degradado ou muito limitado.<\/p>\n

[\/vc_column_text]<\/span>[vc_column_text css=”.vc_custom_1624414854550{padding-right: 30px !important;padding-left: 30px !important;}”]<\/p>\n

O tempo m\u00e9dio de restaura\u00e7\u00e3o da plataforma Genesys Cloud \u00e9 de 2 dias.<\/strong><\/p>\n

[\/vc_column_text][\/vc_column][vc_column width=”1\/4″ css=”.vc_custom_1624414644803{border-top-width: 1px !important;border-right-width: 1px !important;border-bottom-width: 1px !important;border-left-width: 1px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #ffffff !important;border-left-color: #d3d3d3 !important;border-left-style: solid !important;border-right-color: #d3d3d3 !important;border-right-style: solid !important;border-top-color: #d3d3d3 !important;border-top-style: solid !important;border-bottom-color: #d3d3d3 !important;border-bottom-style: solid !important;}”][vc_column_text css=”.vc_custom_1533151663704{border-top-width: 30px !important;border-right-width: 0px !important;border-bottom-width: 0px !important;border-left-width: 0px !important;padding-right: 30px !important;padding-left: 30px !important;border-left-color: #fabb00 !important;border-left-style: solid !important;border-right-color: #fabb00 !important;border-right-style: solid !important;border-top-color: #fabb00 !important;border-top-style: solid !important;border-bottom-color: #fabb00 !important;border-bottom-style: solid !important;}”]<\/p>\n

Impacto m\u00e9dio<\/h4>\n

Sua capacidade de realizar fun\u00e7\u00f5es de trabalho n\u00e3o foi afetada significativamente – fun\u00e7\u00f5es ou procedimentos n\u00e3o cr\u00edticos est\u00e3o inutiliz\u00e1veis ou dif\u00edceis de usar. H\u00e1 uma solu\u00e7\u00e3o alternativa dispon\u00edvel.<\/p>\n

[\/vc_column_text]<\/span>[vc_column_text css=”.vc_custom_1624414844835{padding-right: 30px !important;padding-left: 30px !important;}”]<\/p>\n

O tempo m\u00e9dio de restaura\u00e7\u00e3o da plataforma Genesys Cloud \u00e9 de 5 dias.<\/strong><\/p>\n

[\/vc_column_text][\/vc_column][vc_column width=”1\/4″ css=”.vc_custom_1624414715804{border-top-width: 1px !important;border-right-width: 1px !important;border-bottom-width: 1px !important;border-left-width: 1px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #ffffff !important;border-left-color: #d3d3d3 !important;border-left-style: solid !important;border-right-color: #d3d3d3 !important;border-right-style: solid !important;border-top-color: #d3d3d3 !important;border-top-style: solid !important;border-bottom-color: #d3d3d3 !important;border-bottom-style: solid !important;}”][vc_column_text css=”.vc_custom_1533154463032{border-top-width: 30px !important;border-right-width: 0px !important;border-bottom-width: 0px !important;border-left-width: 0px !important;padding-right: 30px !important;padding-bottom: 40px !important;padding-left: 30px !important;border-left-color: #a1d318 !important;border-left-style: solid !important;border-right-color: #a1d318 !important;border-right-style: solid !important;border-top-color: #a1d318 !important;border-top-style: solid !important;border-bottom-color: #a1d318 !important;border-bottom-style: solid !important;}”]<\/p>\n

Baixo impacto<\/h4>\n

Voc\u00ea est\u00e1 enfrentando um impacto m\u00ednimo no sistema. Suas consultas incluem solicita\u00e7\u00f5es de recursos e outras quest\u00f5es n\u00e3o cr\u00edticas.<\/p>\n

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Atualiza\u00e7\u00f5es cont\u00ednuas com um tempo estimado de resposta (ETA) fornecido, quando dispon\u00edvel.<\/strong><\/p>\n

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Servi\u00e7os profissionais para suas necessidades<\/h3>\n

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In\u00edcio autom\u00e1tico com recursos on-line<\/h4>\n

Se voc\u00ea quiser configurar e executar seu sistema sem assist\u00eancia, os materiais de in\u00edcio autom\u00e1tico, que incluem m\u00f3dulos de treinamento on-line e capacita\u00e7\u00e3o pela web, podem ajudar.[\/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

Fique tranquilo com o suporte telef\u00f4nico emergencial ininterrupto, fila de suporte por prioridade, eventos de capacita\u00e7\u00e3o e webinars com sess\u00f5es de perguntas e respostas. Trabalhe com um gerente de servi\u00e7os dedicado e uma equipe de suporte t\u00e9cnico designada.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=”1\/4″]

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Cat\u00e1logo de tokens de servi\u00e7o<\/h4>\n

Compre pacotes de tokens diretamente pela plataforma Genesys Cloud, depois use-os ou guarde-os para futuras necessidades de servi\u00e7o. Use seu suporte para qualquer problema, desde uma consultoria de rede at\u00e9 uma configura\u00e7\u00e3o de integra\u00e7\u00e3o.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=”1\/4″]

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Ecossistema de parceiros<\/h4>\n

Encontre seu melhor parceiro entre as diversas op\u00e7\u00f5es do Genesys Cloud no Diret\u00f3rio de parceiros<\/a>. O fornecedor adequado pode ajud\u00e1-lo a comprar, implementar, fazer manuten\u00e7\u00e3o e dar suporte, e agregar valor \u00e0 sua implementa\u00e7\u00e3o do Genesys Cloud.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<\/p>\n

Explore as solu\u00e7\u00f5es da Genesys para…<\/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] Servi\u00e7os e suporte do Genesys Cloud [\/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] Garanta sua satisfa\u00e7\u00e3o e sucesso A plataforma de contact center Genesys Cloud\u00a0foi projetada e testada para funcionar nos n\u00edveis mais altos, com uma arquitetura […]<\/p>\n","protected":false},"author":13,"featured_media":84647,"parent":104969,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-104975","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages\/104975","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/comments?post=104975"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages\/104975\/revisions"}],"predecessor-version":[{"id":508408,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages\/104975\/revisions\/508408"}],"up":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages\/104969"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media\/84647"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=104975"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}