{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "genesys",
    "name": "Genesys",
    "vendor": "Genesys",
    "website": "https://www.genesys.com",
    "category": "communication-and-collaboration",
    "category_name": "Communication & Collaboration",
    "tags": [],
    "sla_url": "https://help.genesys.cloud/articles/service-level-agreements/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 100,
    "max_credit_percent": 100,
    "max_credit": {
      "kind": "capped",
      "label": "100%",
      "value": 100,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 100,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.99,
          "credit": 10
        },
        {
          "below": 99,
          "credit": 30
        },
        {
          "below": 97,
          "credit": 100
        }
      ]
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "incident_date",
      "business_days": false,
      "method": "My Support Portal",
      "url": "https://help.genesys.com",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 15,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer misconfigurations",
      "Free tier services",
      "Beta features"
    ],
    "support": {
      "tiers": [],
      "has_24x7": true,
      "fastest_response": "10 min (Sev1, phone)",
      "response_is_sla": false,
      "designated_contact": "none",
      "architecture_review": false,
      "professional_services": true,
      "success_program": false,
      "training": false,
      "pricing": null,
      "source_url": "https://help.genesys.cloud/articles/service-level-agreements/",
      "note": "Sev1 via phone (24x7); other severities via portal at 2 hours. Professional Services sold separately. Sev1 via phone (24x7); other severities via portal at 2 hours. Professional Services sold separately."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "ai",
        "name": "Genesys AI",
        "category": "ai",
        "description": "Bots and predictive engagement",
        "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "analytics",
        "name": "Genesys Analytics",
        "category": "analytics",
        "description": "Reporting and insights",
        "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "voice",
        "name": "Genesys Cloud Voice",
        "category": "voice",
        "description": "Inbound/outbound voice",
        "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "digital",
        "name": "Genesys Digital Channels",
        "category": "digital",
        "description": "Chat, email, messaging",
        "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "wfm",
        "name": "Workforce Management",
        "category": "wfm",
        "description": "Scheduling and forecasting",
        "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Genesys is a Communication & Collaboration provider. The SLA is incorporated into the [Genesys Master Subscription Agreement, Cloud Services](https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services), which defers the specific availability metrics and service credits to the customer-specific Supplemental Terms identified in each Services Order.\n\n<!-- Add human-readable notes about Genesys's SLA nuances here. -->"
  }
}