On-Premises

For our On-Premises customers and partners, Genesys offers three core support levels: Business Care, Business Care Plus, and Premium Care.

Optional support add-ons, called Flex Care, are also available and allow our customers and partners to tailor the level of support they need.

A few key things to note:

• Business Care, Business Care Plus and Premium Care are additional purchases and are priced at a % of the net license sale.
• A majority of our customers/partners have Business Care.
• Business Care Plus is new December 2015 and is only available to existing Business Care accounts until VSOE is achieved (target end Q1FY2016).
• Customers and partners must have Business Care, Business Care Plus or Premium Care before they can purchase any Flex Care option.

The table below lists the features available with each support level:

Genesys Care Features Overview

Feature	Business Care	Business Care Plus	Premium Care	Flex Care
Software Updates & Upgrades	X	X	X
7X24 Live Answer Support with Defined Service Level Targets	X	X	X
Remote Diagnostics & Log File Retrieval	X	X	X
Knowledge Base Access	X	X	X
Tech Tutorials	X	X	X
Genesys Community	X	X	X
Chat with Support Case Owner	X	X	X
Mobile Device Access	X	X	X
Designated Case Management		X	X
Proactive Log File Retrieval		X	X
Enhanced Response and Restoration Targets		X	X
Customer Experience Manager (CXM)			X	X
Troubleshooting Workshop			X
Upgrade Advisement			X
Remote Alarm Monitoring		X	X
Routing Logic Review			X
Support Architect				X
Extended Support				X
Custom Application Support				X
Dedicated Support Specialist				X
Special Event Support				X