Genesys Care Remote Alarm Monitoring

SER VICES DATAS H EET
Genesys Care Remote Alarm Monitoring
Preventive service quickly identifies real-time issues,
resulting in reduced downtime
Rapidly Resolve Unavoidable Issues
Even the best-run enterprises cannot anticipate and prevent issues from occurring. Analyst
firm Gartner1 estimates that the average company experiences 175 hours of downtime a
year with a sobering cost impact of approximately $42,000/hour. Organizations must be
prepared to quickly identify incidents that are difficult to avoid and resolve them before
they escalate into emergencies.
BENEFITS
• Continually optimize missioncritical environments
• Resolve issues more quickly
and gain insights into issues
before they affect your customer
experience
• Decrease costs and make
operations predictable
• Enhance platform stability
through the Genesys Monitoring
Appliance and Proactive Log File
Retrieval services
Genesys Remote Alarm Monitoring leverages intellectual property, tools, and best
practices to mitigate and prevent issues before they occur. When Genesys receives a
critical alarm and detects an issue that cannot be avoided, Genesys takes corrective action
for you by proactively creating a new case and even retrieving the required logs. Using
Proactive Log File Retrieval, we immediately begin to resolve the issue.
Genesys Monitoring Appliance: Optimal Issue Detection
The Genesys Monitoring Appliance (GMA) is used by Genesys to enable monitoring,
alarming and remote access. Standard alarms include:
• Genesys Management Layer Alarms. Configured in and generated by Genesys
Management Layer.
• System Alarms. Monitors vital system statistics such as CPU utilization, memory usage,
and TCP/IP connections of the system and individual components. These alarms are
generated based on information gathered from monitored servers.
In addition, Genesys can provide customized alarms through additive engagements
involving a Support Architect.
Log File Retrieval: Delivers Technical Insight for Faster Issue
Resolution
Along with the Genesys Monitoring Appliance, the Genesys Log File Management Tool
assists in pinpointing root causes of issues and expedites resolution. This enables:
• A standardized approach to enable more efficient log file retrieval
• Fast and targeted log file capture
• Reliable log file retention
Genesys Remote Alarm Monitoring is available with Genesys Premium Care, or as an
option through Genesys Flex Care. Genesys Flex Care provides a range of additional
support options so you can truly tailor your support experience based on your current
business needs and position in the lifecycle of your Genesys solution.
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Genesys Care Remote Alarm Monitoring / page 2
Genesys Flex Care
Remote Alarm Monitoring
Genesys Flex Care Feature Description
Genesys Remote Alarm Monitoring leverages
intellectual property, tools, and best practices to
prevent and mitigate issues before they occur.
Support Architect
Technical advisory services that provide
recommendations to ensure optimization of
customers’ environments and aid in the health
of their systems’ architecture.
Customer Success Manager
A designated trusted advisor that establishes and
maintains a solid understanding of your business
goals, operations and priorities and acts as a main
point of contact to drive risk mitigation and issue
resolution, advise on training and manage regular
reviews to discuss open issues and future project/
product feature implementation planning.
Extended Support
Delivers advice and best effort error investigation
and rectification (hot fixes excluded) on the
configuration and operation of the end of service
(EOS) software.
Custom Application Support
Delivers support for custom-developed modules,
applications, and solutions developed by Genesys
and selected partners.
Additional Information on the Genesys Care Maintenance and Support Program can be
found in the Genesys Care Program Guide.
About Genesys
Genesys is the market leader in
multi-channel customer experience
(CX) and contact center solutions
in the cloud and on-premises. We
help brands of all sizes make great
CX great business. The Genesys
Customer Experience Platform
powers optimal customer journeys
consistently across all touchpoints,
channels and interactions to turn
customers into brand advocates.
Genesys is trusted by over 4,500
customers in 80 countries to
orchestrate more than 100 million
digital and voice interactions each day.
Visit us at www.genesys.com or
call us at +1.888.436.3797
Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA
Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com
Copyright ©2014 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names
and logos may be registered trademarks or trademarks of their respective companies.

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