Hello Genesys community. 

I am new to Genesys and we roll out a new Genesys system actually in our company. We have an partner and the partner is Ok, but the partner is located in US and I am in EMEA. As I worked with Cisco environments we had the possibility to get direct support from Cisco directly if we had some certified colleagues that had CCNP or CCIE Level.

Can some one tell me if direct support to Genesys could be possible instead opening ticket at partner and partner forward it to Genesys ?

I want to avoid wasting time if I am in EMEA open a ticket and wait until partner came online and forward it to Genesys.

Kind regards

Christian

Genesys does not interfere with the contracts and relationship between the Partner and Customer...to go directly to Genesys Support one must be a Direct customer. 

Hello Genesys community. 

I am new to Genesys and we roll out a new Genesys system actually in our company. We have an partner and the partner is Ok, but the partner is located in US and I am in EMEA. As I worked with Cisco environments we had the possibility to get direct support from Cisco directly if we had some certified colleagues that had CCNP or CCIE Level.

Can some one tell me if direct support to Genesys could be possible instead opening ticket at partner and partner forward it to Genesys ?

I want to avoid wasting time if I am in EMEA open a ticket and wait until partner came online and forward it to Genesys.

Kind regards

Christian

Hello George.

Mean if we want to have direct Support from Genesys we have to ask for direct support contract with Genesys ?

Christian

Genesys does not interfere with the contracts and relationship between the Partner and Customer...to go directly to Genesys Support one must be a Direct customer. 

Hello Genesys community. 

I am new to Genesys and we roll out a new Genesys system actually in our company. We have an partner and the partner is Ok, but the partner is located in US and I am in EMEA. As I worked with Cisco environments we had the possibility to get direct support from Cisco directly if we had some certified colleagues that had CCNP or CCIE Level.

Can some one tell me if direct support to Genesys could be possible instead opening ticket at partner and partner forward it to Genesys ?

I want to avoid wasting time if I am in EMEA open a ticket and wait until partner came online and forward it to Genesys.

Kind regards

Christian