The services that the Genetec™ Technical Assistance Center provides are extensive and revolve around assisting with various technical issues related to Genetec™ products or services according to their Product Lifecycle Policy.
The scope of services provided includes, but is not limited to, the following:
- Problem resolution
- The Genetec Technical Support team is available to assist you with all technical issues related to Genetec products or services by diagnosing the root cause and providing solutions or workarounds. Reaching a resolution can involve using diagnostic tools and in-house labs for problem replications or collaborating with other team members to gain insights.
- Remote assistance and diagnosis
- With your authorization, the Genetec™Technical Support team can access your
systems through remote support software to speed up troubleshooting. Once remotely
connected, a team member can analyze the issue by running diagnostics and reviewing
system configurations.NOTE: A valid training certification is required to benefit from this service.
- Assistance with general inquiries and product usage
- The Genetec Technical Support team can answer questions about the features and capabilities of your Genetec products and share tips and best practices for their optimal utilization. The team can also assist you with product configuration and customization.
- Guidance during installation, setup, and upgrade
- The Genetec Technical Support team can offer guidance through software installations, product setups, and upgrades, according to the product installation and upgrade guidelines.
- Software update development
- The Genetec Technical Support team collaborates with product development teams to develop code changes packaged in patch releases to resolve issues diagnosed as software bugs. For issues with significant business impact, product development teams are mobilized to produce emergency hotfixes specific to your environment. Hotfixes are periodically accumulated into patch releases, which undergo rigorous testing before distribution.
- Hardware support and returns
- The Genetec Technical Support team assists in troubleshooting and diagnosing issues with hardware purchased through Genetec Inc. and handling requests for returns per the RMA policies and procedures described in the Genetec™ RMA and Hardware Warranty Guide and the Genetec™ Hardware Warranty Overview.
- Product feature requests and feedback
- The Genetec Technical Support team documents your feedback and suggestions for feature improvements and shares them with the appropriate product development teams.