Support Processes for On-Premises Licenses

When you selected Genesys, you gained a partner with the right tools and expertise to meet your business needs, along with a commitment to provide the industry's best customer experience. Genesys Care is designed to deliver on our commitment by elevating traditional support services and help you protect your mission-critical solutions, lower your operating expenses, and maximize uptime.

This document describes the Genesys Care offerings and provides guidelines for interacting with our Customer Care team to quickly address on-premises support requirements. It will provide you with guidelines on how to best interact with our Customer Care team to quickly address your needs.

For information regarding Genesys Care Response, Restoration and Resolution targets as well as information on roles and responsibilities when interacting with Customer Care, please read our Support Guide for On-Premises Licenses.