Genesys Technical Support Website Service Terms and Conditions
IMPORTANT – READ CAREFULLY: This Genesys Technical Support Website Service Terms and Conditions
is a legal agreement between you and Genesys Telecommunications Laboratories, Inc.
BY CLICKING ON THE “SUBMIT REQUEST” BUTTON, DESIGNATED CONTACTS AGREE TO COMPLY WITH THESE TERMS AND CONDITIONS.
Genesys Technical Support (“Genesys”) provides its Genesys Technical Support Website Service to you
(“Designated Contact”), subject to the following Genesys Technical Support Website Service Terms and Conditions
(“Terms”), which may be updated from time to time by Genesys at its sole discretion and with or without notice.
Designated Contacts can review the most current version of the Terms at any time at: http://genesyslab.com/ContactProfile/Dcterms_conditions.aspx
It is the Designated Contact’s responsibility to comply with updated Terms.
The following actions may be performed by a Designated Contact through the Technical Support Website Service
- Submit Service Requests
- Submit and View updates to Service Requests
- Download Genesys Licensed Software
- Search the “Solution Search” Knowledge Base containing solutions used to resolve previous Service Requests
- Download Knowledge Base documents
- Access to Tech Tutorials - technical training from Genesys Support experts
Designated Contacts will receive a password and account
designation upon completing the registration process. Designated Contacts are responsible for all of the following:
- Maintaining the confidentiality of their accounts and passwords
- All activities that occur under their accounts and passwords
- Exiting and/or logging out of their accounts at the end of each session
- Promptly notifying Genesys of any unauthorized use of Designated Contacts’ accounts or any other breach of security or confidentiality
A Designated Contact shall use its account solely for the purpose of resolving (a)
its company’s own internal technical support issues relating to the Genesys Licensed Software or (b)
if the Designated Contact’s company is a VAR, the internal technical support issues relating to the Genesys Licensed
Software of the company’s customer end users. Designated Contacts are the only contacts who are authorized to open
or update a Service Request (“SR”) with Genesys. All other employees of Designated Contact’s company who are not
Designated Contacts (“Additional Contacts”) can be granted read-only access to view SRs and other Technical Support
In addition to the foregoing, Designated Contacts understand and agree to the following terms and conditions with respect to the following components of the Service:
TECH SUPPORT GUIDE: Designated Contacts shall review the Tech Support Guide, which provides detailed instructions of how to work with Genesys, and a copy of which
can be downloaded at:
Designated Contacts shall comply with all provisions of this guide.
SUBSCRIPTIONS: Designated Contacts will be automatically subscribed to the “TS News.”
Designated Contacts understand that this is the primary means of communication regarding Genesys’
technical support services and, accordingly, shall timely review such communications. Designated Contacts may also
subscribe to receive notifications about new and updated Product Advisories and Release Notes.
Both subscriptions can be accessed in Designated Contacts’ Genesys website profile. Additional Contacts may also
subscribe to the aforementioned communications in their Genesys website profile.
EMAIL: Designated Contacts understand that for security purposes, Genesys will only communicate with Designated Contacts via their corporate email addresses.
Designated Contacts may provide a secondary email address in addition to, but not instead of, their corporate email
WEBSITE ACCOUNT: Designated Contacts are required to have a valid, active Genesys Website
Account for the Service (http://genesyslab.com/support). A Genesys Website Account can be requested at:
PIN: Designated Contacts may be required to identify themselves with a PIN and it is their responsibility
to know their PIN when calling Genesys. PINs can be looked up in Designated Contacts’ Genesys website profile.
If Designated Contacts do not remember their Genesys website profile passwords, they can use the password reminder tool on the website.
Genesys reserves the right at any time to modify or discontinue, temporarily or permanently, the Service
(or any part thereof), at its sole discretion and with or without notice. Genesys shall not be liable to Designated Contacts,
Additional Contacts, and/or to any third party for any modification, suspension or discontinuance of the Service.
Genesys reserves the right to immediately terminate all or portions of the Service with respect to any or
all Designated Contacts and Additional Contacts (individually and collectively, “Contact(s)”) of a company, in its sole
discretion and with or without prior notice, if any of the following occurs: (a) breaches or violations of these Terms or other
incorporated agreements or guidelines (including without limitation, the maintenance and support provisions of the applicable
software license and/or services agreement); (b) requests by law enforcement or other government agencies; (c) a request by the
Contact (self-initiated account deletions); (d) discontinuance or material modification to the Service (or any part thereof);
(e) unexpected technical or security issues or problems; (f) extended periods of inactivity of the Contact’s account;
(g) engagement by the Contact in fraudulent or illegal activities and/or (h) nonpayment of applicable maintenance and support
fees in connection with the Services. Termination of the Genesys Website Account includes (i) removal of access to all offerings
within the Service; (ii) deletion of all Contacts’ passwords and all related information, files and content associated with or
inside the Contacts’ Genesys Website Account (or any part thereof) and (iii) barring of further use of the Service.
Designated Contact agrees that Genesys shall not be liable to you or any third party for any termination
of your account, any associated email address, or access to the Service.