The Genetec™ Technical Assistance Center offers two tiers of technical support. The Tier 1 (T1) Support team is the first point of contact when contacting the Genetec Technical Assistance Center.
The Tier 2 (T2) Support team addresses support case escalations. If you have completed the
Advanced training certification courses, you may be qualified for fast-tracked support from
the T2 Support team.
NOTE: For more information on Advanced training
certification courses, contact us at training@genetec.com.
How fast-tracking works
To fast-track your issues with the T2 Support team, contact the Genetec Technical Assistance Center through the regular channels, and then request to be fast-tracked to the T2 Support team. The following then occurs:
- The T1 Support team member verifies your eligibility for fast-tracking support.
- Once eligibility is verified, the T1 Support team member creates a support case or transfers the existing support case that describes the issue and the troubleshooting steps that you have already performed to the appropriate T2 Support team.
- If a T2 Support team member is available, the case is transferred live. If no T2 Support team member is available, a call-back is scheduled with priority.
NOTE: There is no direct phone number to reach the T2
Support team.