Genesys : Terms and Conditions

Customer Care Terms and Conditions

Website Terms of Use

In addition to the Customer Care Website and My Support Service Terms and Conditions described below, users of the Customer Care Website and My Support Service must also adhere to the Terms of Use for all Genesys web pages, including the terms for Online Communities.

Genesys Customer Care Terms and Conditions

IMPORTANT – READ CAREFULLY: This Genesys Customer Care Terms and Conditions is a legal agreement between you and Genesys.

By accessing and using the Site, you accept and agree to these Terms of Use. If you do not agree to these Terms of Use, please do not use the Site.


Genesys Customer Care (“Genesys”) provides its Genesys Customer Care Website and My Support Service to you (“Contact”), subject to the following Genesys Customer Care Terms and Conditions (“Terms”), which may be updated from time to time by Genesys at its sole discretion and with or without notice. It is the Contact’s responsibility to comply with updated Terms.


Some or all of the following actions may be performed by a Contact through the Customer Care Website and My Support Service (“Service”), depending on the access level granted and the type of Genesys solutions purchased (on-premises vs. cloud):

  • Search the Genesys Knowledge Base, which contains solutions used to resolve previous Cases
  • Download Knowledge Base documents
  • Register for and watch Tech Tutorials, which provide technical training from Genesys Customer Care experts
  • Learn about and access Genesys Care tools and apps (Contact will be asked to accept our Genesys Care Tools Terms & Conditions during download)
  • Access product documentation on our Genesys Technical Documentation site
  • Submit Cases
  • Submit and View updates to Cases
  • Download Genesys Licensed Software


Contacts will receive a password and account designation upon completing the registration process. Contacts are responsible for all of the following:

  • Maintaining the confidentiality of their accounts and passwords
  • All activities that occur under their accounts and passwords
  • Exiting and/or logging out of their accounts at the end of each session
  • Promptly notifying Genesys of any unauthorized use of Contacts’ accounts or any other breach of security or confidentiality


A Contact shall use its account solely for the purpose of resolving (a) its company’s own internal technical support issues relating to the Genesys Licensed Software and/or Cloud Subscription (b) if the Contact’s company is a Genesys partner, the internal technical support issues relating to the Genesys Licensed Software and/or Genesys Cloud Subscription of the company’s customer end users. Designated Contacts are the only contacts who are authorized to open or update a Case with Genesys. All other employees at a Contact’s company who are not Designated Contacts (“Additional Contacts”) can be granted read-only access to view Cases and other Customer Care Website or My Support information.

In addition to the foregoing, Contacts understand and agree to the following terms and conditions with respect to the following components of the Service:

GENESYS CARE AND GENESYS CARE FOR THE CLOUD ONLINE SUPPORT GUIDES AND PROCESSES: Depending on whether the Customer end user has On-Premises Licenses to Genesys software and/or a Cloud Subscription, Contacts shall review the applicable online Support Guides and Process Guides, which provide detailed instructions on how to work with Genesys.

Please note that login through My Support, the Partner Portal or Genesys Cloud is required before these documents can be accessed on the Genesys Care (Support) page in the Genesys Technical Documentation site.

Contacts shall comply with all provisions of the applicable guides and processes.

EMAIL: Contacts understand that for security purposes, Genesys will only communicate with Contacts via their corporate email addresses. Contacts may provide a secondary email address in addition to, but not instead of, their corporate email address.

PIN: Contacts may be required to identify themselves with a PIN and it is their responsibility to know their PIN when calling Genesys. The PIN can be looked up in the Contact Information section of each contact’s My Support profile (login required). If Contacts do not remember their My Support login password, they can use the password reminder tool on the Customer Care website.


Genesys reserves the right at any time to modify or discontinue, temporarily or permanently, the Service (or any part thereof), at its sole discretion and with or without notice. Genesys shall not be liable to Contacts and/or to any third party for any modification, suspension or discontinuance of the Service.


Genesys reserves the right to immediately terminate all or portions of the Service with respect to any or all Contacts (individually and collectively, “Contact(s)”) of a company, in its sole discretion and with or without prior notice, if any of the following occurs: (a) breaches or violations of these Terms or other incorporated agreements or guidelines (including without limitation, the maintenance and support provisions of the applicable software license, services agreement and/or Master Subscription Agreement); (b) requests by law enforcement or other government agencies; (c) a request by the Contact (self-initiated account deletions); (d) discontinuance or material modification to the Service (or any part thereof); (e) unexpected technical or security issues or problems; (f) extended periods of inactivity of the Contact’s account; (g) engagement by the Contact in fraudulent or illegal activities and/or (h) nonpayment of applicable subscription or maintenance and support fees in connection with the Services. Termination of the Genesys Customer Care My Support Account includes (i) removal of access to all offerings within the Service; (ii) deletion of all Contacts’ passwords and all related information, files and content associated with or inside the Contacts’ Genesys Customer Care My Support Account (or any part thereof) and (iii) barring of further use of the Service.

Contact agrees that Genesys shall not be liable to you or any third party for any termination of your account, any associated email address, or access to the Service.


Last updated: October 23, 2015