Genesys Cloud services and support

Ensure your satisfaction and success

The Genesys Cloud™ 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.

Support response and restoration

Setting severity levels

Outage reporting calls are prioritised 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.

Ensuring availability

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.

Genesys Cloud mean time to restore is 4 hours.

High impact

You can perform job functions, but performance is degraded or severely limited.

Genesys Cloud platform mean time to restore is two (2) days.

Medium impact

Your ability to perform job functions is largely unaffected—noncritical functions or procedures are unusable or hard to use. A workaround is available.

Genesys Cloud platform mean time to restore is five (5) days.

Low impact

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 Genesys Cloud platform, then use immediately or save for future service needs. Use your support for any issue—from network consulting to integration setup.

Partner ecosystem

Find your perfect match among the diverse Genesys Cloud partners in the Partner Directory. The right provider can help you buy, implement, service, support and add value to your Genesys Cloud implementation.