The Genetec™ Technical Assistance Center always tries to respond to your issues as quickly as possible.
Response times vary based on several factors, such as call volume. Initial response times vary based on whether you have a valid training certification and the contact method you used. Follow-up response times vary based on the severity of the support case.
First Response
The Genetec™ Technical Assistance Center responds to all your new support inquiries within the following time frames:
| Entry point | Average response time for customers with valid certification | Average response time for customers without valid certification |
|---|---|---|
| Phone | Within 5 minutes | Not available |
| Live chat | Within 5 minutes | Not available |
| Genetec™ Portal | 2.5 business hours | 12 business hours |
Status update
The Genetec™ Technical Assistance Center provides continuous updates on the troubleshooting status based on the severity of the case as detailed in the following table:
| Severity level | Average response time for customers with valid certification | Average response time for customers without valid certification |
|---|---|---|
| Critical | 4 hours | 24 hours |
| High | 1 business day | Best effort |
| Medium | 2 business days | Best effort |
| Low | 3 business days | Best effort |
Status updates are provided within regular Genetec™ Technical Assistance Center business hours in your region. A case is automatically closed if the Genetec™ Technical Assistance Center does not receive any updates within 3 business days. Cases can be re-opened within 30 days if your issue, questions, or concerns have not been addressed.