Customer support
Submit a Genesys Cloud Support Request
Priority 1 issue, such as an outage?
Call us at (800) 530-9475.
Do not use the form for Priority 1 issues.
For everything else, use the form below. Your request will be routed to the appropriate team member and reviewed as quickly as possible. Please provide as much detail as you can so we can route and resolve your issue efficiently.
Response targets
Managed Services Response Targets
Coverage is 24/7/365 on Platinum and Platinum+.
| Request | What it means | Response target |
|---|---|---|
| Priority 1 | Severe impact with loss of core functionality, such as a system outage, or high impact on system functionality. Call (800) 530-9475. | 30 minResponse target |
| Priority 2 | Moderate impact. The problem blocks use of functions that are not essential. | 4 hoursResponse target |
| MACD requests | Changes that do not affect service, such as adding users or updating auto attendant, IVR, or other programming. | 2 daysBusiness days |
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