In critical situations, where an unresolved issue is having an extreme impact on your business, 24/7 Emergency Support is available as an optional paid service that allows you to contact the Genetec™ Technical Assistance Center outside of regular business hours.
For examples of critical issues that qualify for 24/7 Emergency Support, see the Support case severity levels section in this document. For general assistance and configuration requests, contact the Genetec Technical Assistance Center during regular business hours.
24/7 Emergency Support eligibility
To be eligible for 24/7 Emergency Support, your system must be enrolled in the Genetec™ Advantage program, you must have purchased the 24/7 Emergency Support option, and you must have a valid training certification.
Contacting the Genetec™ Technical Assistance Center for 24/7 Emergency Support
To contact the Genetec™ Technical Assistance Center (GTAC) outside regular business hours to receive 24/7 Emergency Support you need your valid training certification ID and your Genetec™ Advantage, System subscription number, or Genetec™ Reference ID.
- Call the regular GTAC number based on your region. To find the GTAC phone numbers for your region visit https://www.genetec.com/support/technical-assistance/contact-us.
- Enter your training certification ID.
- Enter your system’s Genetec Advantage contract number, System subscription number, or Genetec™ Reference ID.
- Choose the appropriate product option.
- Leave a voicemail describing the issue in detail and include your name and contact number.
Expect a call-back within 30 minutes from the on-call Genetec™ Technical Support team member.