Genesys Service Level Agreement
j$k1727296j$k
Additional policies, procedures and support services are described in the client`s manual. Genesys may change this support and service policy (all websites listed in this Agreement) at any time by publishing a revised version on the website and notifying the customer in other ways. The amended terms take effect with the publication or, if Genesys informs the customer by email, as stated in the email. By continuing to use the PureConnect service after the effective date of any changes to this Agreement, the Customer agrees to be bound by the amended terms. Genesys amended this agreement last on the date indicated at the end of this agreement. If such a change significantly reduces Genesys` obligations or the functionality of the PureConnect service, the customer may terminate that contract. Genesys is not obligated to take steps to remedy a problem reported by the customer if Genesys finds that the problem: (i) results from the use of PureConnect Services software or interface at odds with this support and service level policy or software on The Service of Genesys; (ii) results from the use of PureConnect Services software or interface by the customer in combination with devices or third-party software not certified by Genesys for use in combination with PureConnect services and interface software; or (iii) is not included in standard support services, as defined in the PureConnect customer manual. At the request of the customer and genesys Genesys may try to correct such problems at `then current prices for these services. Support is provided by phone, web ticketing and remote access and does not include any support on a customer website. We provide Genesys Cloud Service 24 hours a day, 7 days a week and strive economically to provide 100% operating time, with the exception of the following “uptime exclusions”: (i) occasional peak-hour scheduled downtime (for which we will notify in advance); or (ii) any unavailability due to circumstances beyond our proper control, including the failure or delay of your Internet connection, a misapager configuration by you or a third party acting on your behalf, problems on your network or directly contract telecommunications services. 1.7 Penetration test. At least each year, Genesys will conduct a vulnerability assessment and penetration testing with an independent qualified provider. Problems identified during the engagement are dealt with appropriately within a reasonable time, based on the level of risk identified.
An adjusted version of the test results summary is made available to the client upon written request and is subject to confidentiality and confidentiality agreements. Also known as ALS. A contract involving an ASP at a level and/or quality of service (QoS). A set of performance goals that are met by consensus between the user and the provider of a service or between an outsourcer and an organization. AN ALS indicates a variety of performance standards that may or may not contain service levels. Recovery time and time to resolve apply only to platform-level issues. Problems that affect a single customer are not platform issues.
