Contacting the Genetec Technical Assistance Center - Genetec™ Advantage

Genetec™ Advantage Description
Content type
Legal documents > Lifecycle management
ft:locale
en-US
Last updated
2024-07-02

You can contact the Genetec™ Technical Assistance Center (GTAC) through the following channels:

Communication channel Service

Phone

 If you have a valid training certification, you can talk to a Genetec Technical Support team member over the phone during business hours.

To find the GTAC phone numbers and business hours for your region, visit the Genetec™ website at https://www.genetec.com/support/technical-assistance/contact-us .

  1. Call the GTAC phone number during business hours for your region.
  2. Select your preferred language.
  3. Select the appropriate support service:
    • Technical Support – Press 1
    • Streamvault™ Hardware Support – Press 2 (Exclusively for Streamvault™ hardware, SV Control Panel, Cylance, and Windows image or reimage issues.)
  4. Enter the last six digits of your System ID or Genetec Reference ID.
    NOTE: You may be required to enter the first six digits of your System ID or Genetec Reference ID if our records indicate duplicate matches.
  5. Enter your training certification ID.
  6. Select the product option corresponding to your issue.
  7. Select the appropriate system deployment type: On-premises or Cloud/Hybrid.
NOTE: You can choose the call-back option while maintaining call priority.

Live chat

 If you have a valid training certification, you can chat with a Genetec Technical Support team member through the live chat available through the Genetec™ Portal. This chat is only available during business hours in your region.
  1. Log in to the Genetec Portal .
  2. At the bottom right of the portal, click Click to chat.
  3. Select your preferred language.
  4. Enter your System ID, and then click Check System ID.
  5. Select whether you want to chat about a new or existing case.
  6. Select your Product from the list.
  7. Click Start Chat.
NOTE: If you do not have a valid training certification, the Click to chat button is not displayed.

Genetec™ Portal

 Open a support case from the Technical Assistance section of the Genetec Portal.
  1. Log in to the Genetec Portal .
  2. Click Create case.
  3. Select your system from the list or the appropriate cloud product.
  4. Enter the details of your support inquiry.
  5. Click Submit case.

You receive an email confirming the creation of the case and detailing the estimated response time.

Tip: In the Genetec Portal, you can track the status of your support case, update the case with more details, request to close the case, or escalate the case by navigating to Technical Assistance > Case Management > Active Cases.