I recently received a question about how customers get support if they run into issues while participating in a Beta, and I wanted to address it here so the full community can benefit from the answer:
Customers experiencing critical issues and adverse impacts to their systems as a function of the feature in Beta can contact Genesys Customer Care for support or immediate removal of the feature from their production environment. "Critical issues" here are defined as issues that adversely impact the operation of released functionality and impair the customer's ability to effectively serve their own customers.
Customers experiencing issues isolated to the function of the feature in Beta should provide feedback to the Genesys Product Managers involved via that Beta's specific feedback mechanisms (e.g., dedicated discussion forums, surveys, etc.).
Any customer wishing to deactivate a Beta may contact Genesys Customer Care to have the feature deactivated. We ask that you also inform the Product Manager running the Beta.
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Alyssa Cox
Genesys - Employees
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