Technical Support Packages Designed to Meet All Your Needs

Protect your investment. Get extended coverage. Genetec has customized service agreements to make sure your technical support needs are fully covered. Our various levels of Software Maintenance Agreements (SMA) and extended hardware warranties guarantee that every customer using any of our IP security solutions receives the optimal customer service level as per their specific requirements.

From basic packages to comprehensive support, our SMAs and extended hardware warranties are designed to help you resolve technical issues quickly and conveniently. The Genetec Technical Assistance Center (GTAC) will be there to support you through installations, maintenance, general use and everyday inquiries on our license plate recognitionvideo surveillance and access control solutions. All extended hardware warranties and SMAs are available, based on your preference, with coverage ranging from one to three or five years respectively. Genetec customer service lets you enjoy the simplicity of single-point accountability and expertise, designed to meet your needs.

Get Extensive Support with All Genetec SMAs

GTAC Support
SMA Name Standard Warranty SMA SMA Plus
GTAC hours GTAC standard hours* GTAC standard hours*
Customer business hours**
Support cases Optional
On-site support Optional Optional Optional
Priority queuing ✓*** ✓***

GTAP Access
System management
Case management
Knowledge base
Computer based training courses
User forums
Monthly Minute newsletter

Software Subscription Services
Access to service releases and hotfixes
Access to minor release upgrades
Access to major release upgrades

Value-Added Services
Technical appointments Optional
Remote system assessment    Optional
On-site system assessment Optional Optional
Dedicated GTAC support engineer     Optional
Dedicated onsite support engineer Optional
Discount on services (including training) 5% 10%

* GTAC standard support hours are from Monday through Friday, 8 am to 8 pm Eastern Time. 
** Customer's business hours: 9am to 5pm local time
*** When contacting the GTAC via phone, customers with a valid SMA will get priority queuing over customers without an SMA.