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Credit-backed
Publishes an SLA backed by tiered service credits: 100% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
100%
Uptime
100%
Max credit
—
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
My Support Portal · help.genesys.com
Deadline
30 days of incident
Review timeline
15 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 5
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Genesys AI
Bots and predictive engagement
AI
—
covered
Genesys Analytics
Reporting and insights
Analytics
—
covered
Genesys Cloud Voice
Inbound/outbound voice
Voice
—
covered
Genesys Digital Channels
Chat, email, messaging
Digital
—
covered
Workforce Management
Scheduling and forecasting
WFM
—
covered
Notes — Genesys is a Communication & Collaboration provider. The SLA is incorporated into the Genesys Master Subscription Agreement, Cloud Services, which defers the specific availability metrics and service credits to the customer-specific Supplemental Terms identified in each Services Order.
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