Gensys Designate Access

[PFCCWA]

Hello,

I am trying to understand the access levels given to Genesys engineers, their partners and customers.

as customers we have to go through our partners for downloads of software, service and feature requests.

What troubles me is that as the customer I am not allowed access to download software, or do the rest even though I am more qualified than the partner engineers.
Whilst I can understand the logic behind giving this type of access to partners only, how can they prevent a certified engineer from obtaining software and logging service requests - just because he may be a customer.

Am I wrong here?
Thanks.

[cavagnaro]

Well look it in this way...you can be more specialist than the guys who gives support to you from your POV, which can be true. But Genesys doesn't support you as partner...imagine the scenario where you as customer download a version X because has new features etc etc etc. and you install it...works! Yeh! I'm the master of the universe...and then the other guy (support) says: ermm..how does this ended up here? Who supports this? Why you didn't buy the needed licenses and you say: but technically this works with same licenses! and they say, that can be true...but you are making an incorrect use of the licenses which is a infraction to the agreement blah blah blah...
Other scenario: They simply can refuse to provide support for scenarios they didn't configure/installed...I'd be cautious if my customer begins to move configurations options or install new versions as we would loose control of their environment...and then giving support to that would be a headache...imagine the time lost when somebody goes and tries to figure out what happened here....kinda when you were a kid and your mom used to "arrange" the room for you...but then try to find something you knew you left there because of...impossible or a very hard task...just because you didn't do that.

You may be certified but again you don't work for a Genesys partner...a partner who pays Genesys to have him on his back for support. Many commercial aspects you as customer may never know that goes on behind scenes...that is why.

[Adam G.]

Arrrh,

You've just scratched an itch.

I move around from role to role as I'm a freelance and sometimes I work for the SI, sometimes for the end customer and have done for over 13 years. Sometimes I have VAR access, sometimes I get customer access and sometimes it gets pulled completely!

I believe the reasons for the different levels access is nothing to do with support or licensing. It's about control and commercials. The less access\control the customer has the more the VARs\SIs are in control and hence the more they can 'screw' customers for. It's all about the money not about giving good service!

Genesys are over protective about everything to do with their products. The common perception is that if you've done training with them then you get access to the support website. I can vouch this is not true. Unless you have an email address from a VAR\SI or customer then there is no access. When I finish working for one customer they revoke my access and only give it back when I start a new contract elsewhere. Currently I work for an end user so I have limited access - manuals and release notes, before I worked for the VAR on the same project and access to software downloads.

To be fair to Cav's comment, (hi mate) about customer's downloading a later version of an app rather than go through the VAR makes sense but..... if a customer engineer were to download and use an app without fully testing it in dev first [b]and[/b] then discussing it with the VAR before using it in a Production environment then they deserve lots of trouble.

W

[PFCCWA]

I can understand all points put forward.
Have Genesys ever supported customers directly, that is have a direct maintenance agreement rather than through a partner?
Under My Support Access in the technical support site, I can seea read/write access to my support section, which allows someone to become a designated contact through authorization (assuming a partner?) , if you are not employed by the partner - sounds like this is an entry point for those not employed by the sold to account company.

thanks.

[smile]

[quote author=PFCCWA link=topic=7385.msg31600#msg31600 date=1346064862]
I can understand all points put forward.
Have Genesys ever supported customers directly, that is have a direct maintenance agreement rather than through a partner?
Under My Support Access in the technical support site, I can seea read/write access to my support section, which allows someone to become a designated contact through authorization (assuming a partner?) , if you are not employed by the partner - sounds like this is an entry point for those not employed by the sold to account company.

thanks.
[/quote]

the only one way for you is become Genesys partner...

[tristmerri]

It would be quite beneficial to go as Genesys partner. Here you can get everything and get updated about the features...

[Fra]

Conditions are clearly stated on the Technical Support guide (I know, nobody reads it), among which you can find:
[i]
...
The contact must provide a personal corporate e-mail address.
...
Contacts who receive read/write access must work for the Sold To
company identified on the maintenance agreement, or work for an Solution
Integrator/Contractor company that has been approved by the Sold To. The
contact cannot work for the End User identified on the maintenance
agreement unless the End User is a division or subsidiary of the Sold To, or
the End User has a direct maintenance agreement with Genesys.
[/i]

Fra

[bublepaw]

Actually for 8 years I was a customer of Genesys who had full access to technical support - both SR and downloads. This was managed by contract and some specific conditions - we always had at least 2 eng with valid Genesys certificates. So in general it is possible but it is not easy.

[Fra]

is this an order?

[cavagnaro]

It is a spam bot :lol:
don't get mad for not being polite haha
Will exterminate him for you

[Fra]

haha, I thought so, I was curious about its potential response lol