Support Processes for Cloud Subscriptions

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 Engage cloud Solutions:

• Genesys Engage 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 dashboard.

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