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Support Processes for Cloud Resellers

This Support Processes document describes the Genesys Care for the Cloud offerings and provides guidelines for interacting with our Customer Care team to address Cloud Support requirements for the following Genesys Cloud Solutions:

  • PureEngage Cloud (formerly Business/Enterprise Edition Cloud)
  • Premier Edition (including Self-Service)
  • Outbound Engagement (including Mobile Marketing)
  • Social Analytics


For information regarding the following topics, please refer to the Genesys Care Support Guide for Cloud Subscriptions document. You can also access this document on the My Support Home page from the menu on the right.

  • Response, Restoration and Resolution Targets
  • Case Severity Codes Criteria
  • Incident Reports (Critical and High Severity Issues)
  • Maintenance Windows and Updates
  • Customer Care Responsibilities
  • Cloud Reseller Responsibilities
  • Professional Services
  • Move/Add/Change/Delete (MAC/Ds) and Feature Requests (FRs)

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This page was last modified on February 28, 2018, at 10:50.