Under Genetec™ Advantage coverage, Genetec Inc. undertakes to provide you with the following services regarding the system during the defined term.
| Service | Coverage |
|---|---|
| Software updates | |
| Minor and patch software releases1 1 | Included |
| Major software release1 | Included |
| Emergency hotfixes2 | Included |
| System Availability Monitoring | Included |
| Genetec™ Update Service | Included |
| Live support | |
| Phone support 3 | Included |
| Real-time chat support3 | Included |
| Collaborative support model4 | Included |
| Advanced troubleshooting5 | Included |
| Portal and self-service support | |
| Online portal support case6 | Included |
| Online portal self-help tools | Included |
| Support add-ons | |
| 24/7 Emergency Support7 | Optional paid service |
| Dedicated client care8 | Optional paid service |
| Training | |
| Genetec™ University (Advantage Experience) - Security operator training (Self-paced)9 | Included |
| Operator chat assistance | Included. Embedded within Genetec University (Advantage Experience) |
| Technical certification training10 | Included |
| Professional Services | |
| Technical consultation11 | Included with Genetec Advantage contract valued over $5,000 (USD). Number of hours varies according to Genetec Advantage contract value |
1 For more information about the
different release types, see the Product Lifecyle page in the Genetec™ Portal.
2 Emergency hotfixes are fixes for bugs outside
architecture, major, minor, and patch releases.
3 When contacting the Genetec™ Technical Assistance
Center by phone or by chat through the Genetec Portal, a valid training
certification ID and a System ID are required.
4 Knowledgeable interactive transfers from front-line technicians to product
support specialists as needed to streamline case resolution.
5 Advanced troubleshooting includes remote sessions,
reproduction of issues in Genetec labs, analysis of logs and traces, environmental
issue identification, and R&D escalation.
6 First response within 2.5 hours.
7 24/7 Emergency Support is optional with Genetec
Advantage. You will receive a call-back within 30 minutes from the on-call Genetec
Support team once you call in and leave a voicemail.
8 Dedicated client care is optional with Genetec
Advantage. Dedicated client care automatically includes 24/7 Emergency
Support.
9 Available on Security Center Standard, Professional, Enterprise, and Security
Center SaaS systems. One seat license per system. Receive an additional seat for every 200
connections. No carry-over of unused seat licenses.
10 Available for Security Center Professional, Enterprise, and Security Center
SaaS systems running 5.11 or higher. One certification per system with a minimum of 300
connections to be eligible. Second certification granted for systems with over 1,000
connections.
11 Technical consultation hours calculated based on
Genetec Advantage contract value. Any additional engagement with Genetec™
Professional Services requires a valid Genetec Advantage contract.