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Escalations

If there is a concern regarding a My Support Case that requires Genesys CARE Management assistance, please follow the steps outlined below:


1. Requesting escalation via the Case:

  • Provide an update in the Case, requesting management escalation.
  • Include “Escalation Request” in the first line of the update.
  • Provide a clear and concise description of the issue and the impact to your business to help the Care team prioritize the Case appropriately.

2. Contact your Technical Account Manager (TAM):

  • If you do not have a TAM, proceed to step 3.
  • Your TAM will work directly with the Care team to address the concerns.

3. Email PureEngage Cloud Management, with the following details:

  • Case number in the subject line.
  • Clear and concise description of the issue and the impact on business to help the Care team prioritize your Case appropriately.


Please use the following guidelines when escalating a My Support Case:

  • Please do not escalate based on a change in urgency/impact; to change the priority of a Case to a higher status based on a greater need for urgency or broader impact, please work with the case owner to discuss and change when appropriate.
This page was last edited on February 11, 2021, at 16:12.
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