VDS Managed Services
Expert implementation. Real support. No surprises.
Our entire support model is backed by a full-time, U.S.-based team.
The Same Experts Who Built Your System
The engineers who implemented your environment will remain with you after launch. They already know your routing, flows, integrations, and business logic — which means faster changes and smarter decisions.
You get:
Faster issue resolution
Deeper technical knowledge
Consistent, proactive communication
Trusted expertise from certified Genesys professionals
No handoffs. No re-explaining. Just seamless continuity.
24/7 U.S.-Based Coverage
You’ll never wait in line or get routed overseas.
Our support engineers monitor your system around the clock, ready to respond before small issues become big problems.
Included services:
24/7 monitoring and support
Defined SLAs for response and resolution
Priority escalation for critical issues
Clear communication every step of the way
From Reactive to Proactive
Most “support” models wait for something to break.
Our model is built to prevent issues before they happen — and to keep improving what’s already working.
We deliver:
Regular platform health checks
Release reviews to identify valuable new features
Optimization plans tied to your KPIs
Reports that connect platform data to business outcomes
Every quarter, we sit down with your leadership to review performance, show impact, and align on what’s next.
Each QBR includes:
Platform performance scorecard
Service metrics (SLA, uptime, resolution times)
Roadmap review and recommendations
Next-quarter improvement plan
Our goal is simple: keep your Genesys Cloud evolving as your business does.
Backed by our QBR Model.
Choose Your Support Plan
Platinum
Features
10% Discount on Professional Services
Business Reviews Twice A Year
24x7 U.S.-Based Support 🇺🇸
Escalation Management
(Tier 1 to 3)
Best for: Teams with platform experience who want control but value expert backup.
Platinum+
Features
Everything included in the Platinum program plus:
30% Discount on Professional Services
Quarterly Business Reviews
Move, add, change, delete requests
Admin and supervisor coaching
AI planning and optimization
Workforce optimization and WEM guidance
Strategic roadmap planning
Best for: Teams that want a trusted partner to manage, optimize, and grow their environment.
What You Can Expect
Clear Communication
Timely updates, clear escalation paths, and guidance if platform issues occur.
Smarter Use of Your Platform
Regular optimization and training ensure you are using the tools you already have more effectively.
Predictable Costs
No hidden fees or surprise charges. Everything is included in your service tier.
Continuous Improvement
QBRs, health checks, and roadmap alignment keep you moving forward over time.
