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 recognition, video 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
|SMA Name||Standard Warranty||SMA||SMA Plus|
|GTAC hours||GTAC standard hours*||GTAC standard hours*
Customer business hours**
|Computer based training courses||✓||✓||✓|
|Monthly Minute newsletter||✓||✓||✓|
Software Subscription Services
|Access to service releases and hotfixes||✓||✓||✓|
|Access to minor release upgrades||✓||✓|
|Access to major release upgrades||✓||✓|
|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.