- SR (Service Request) Numbers -- As soon as you inform one of the support centers of a problem,
your call will be assigned an SR number for tracking purposes.
A Technical Support representative will inform you of the SR number for your issue.
These SR numbers identify each technical support inquiry, along with all of its supporting documentation.
In all future correspondence about an issue, you should refer to this SR number.
For example, we recommend that you include it in at the beginning of your e-mail subject line like this:
SR# 12345 – Here are logs for the issue I reported.
- About File Compression -- Whenever Technical Support requires large data files such as logs,
we will ask you to use WinZIP or PKZIP to compress them, to speed up file transfer times.
Customers running on UNIX should use one of the standard compression utilities, such as GZIP.
- Software Releases -- Genesys releases software three ways: major releases, upgrades, and updates.
Each has different objectives, time frames and associated risks.
- Major releases deliver new products that address rapidly changing market needs.
These generally have a frequency of about 12 to 18 months,
and the software undergoes complete QA testing cycles.
- Upgrades, or maintenance releases, provide improvements in reliability,
stability and usability along with minor functional and performance enhancements.
These typically occur every three months and include complete QA test cycles.
- Updates, or hot fixes, deliver a specific fix required by an urgent situation.
These are delivered as required, and QA testing is kept to a bare minimum to achieve the rapid turnaround.
Hot fixes involve the greatest risk to customers, due to this reduced QA.
- Feature Requests and Maintenance Releases -- Genesys Technical Support
occasionally identifies a customer inquiry as a legitimate request for a new feature, rather than a software defect.
In such cases, the feature requests are considered for inclusion in our standard maintenance releases.
Genesys produces maintenance releases of its products in cycles.
Maintenance releases incorporate all accumulated bug fixes and enhancements that have been implemented over the course of the last cycle,
and become the generally available version.
At the beginning of each maintenance release cycle,
the product management team determines which feature requests will be included in the next maintenance release.
Product managers examine outstanding feature requests during the functional requirements phase of this cycle,
and may or may not decide to incorporate a given feature in the next maintenance release.
At the end of the functional requirements phase, product managers update the set of feature requests to indicate this decision.
At this point, Product Management can inform the customer who submitted the feature request,
as to whether it will be included or not by providing an online update.
A complete maintenance release cycle takes approximately three months.
- Escalating your problem -- If you become dissatisfied with the progress
of technical support provided by Genesys in addressing your problem, you can contact the first escalation point.
If that contact person is not available or you want to escalate to the next level,
you can contact the second escalation point. To find the escalation contact persons for your region,
click on your region under the Contact Information heading on the Contact Us page.
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