For critical issues requiring immediate assistance (such as production-down situations), please telephone Customer Care 7X24. If you prefer, you can open the case on the My Support web portal before calling Customer Care about a critical issue, but it is not required.
If a critical issue needs management attention, the support expert assigned to your Critical case will engage a Customer Care manager.
If your issue is not critical but you still wish to request Customer Care management attention, please send an email to Customer Care Escalation
Please note: Genesys recommends that you do not escalate issues through any other contacts you may have in the company.