Genetec Advantage Terms

1. Definitions
   The capitalized terms used in these Terms, unless defined elsewhere in this document, will have the meaning attributed to them below in this section.

   1.1. “Advantage Certificate” means a certificate issued by Genetec to Customer to document key details about Customer’s subscription to an Advantage Plan, including the identification of the Covered Systems and their respective System Composition, the scope of coverage, and the duration of the subscription.
    

   1.2. “Advantage Plan” means a subscription-based offering made available by Genetec, comprised of Premium Support for one or more Covered Systems and certain ancillary Benefits, as further described below in these Terms.
   
   1.3. “Certified Professional” means an individual employed or otherwise engaged by Customer who holds a current attestation issued by Genetec (upon completion of the applicable Genetec technical certification training program) pertaining to the Covered System in relation to which Customer excepts the Certified Professional to interact with Genetec as part of Premium Support, in accordance with section 4.3 below. 
   
   1.4. “Confidential Information” means all information that is identified by the Disclosing Party as proprietary or confidential at the time of disclosure, or that under the circumstances surrounding its disclosure or by its nature should be understood by a reasonable person to be proprietary or confidential, including without limitation all Covered System schematics, software (whether in source code or compiled form), software development kits, technical information, non public Customer information disclosed in relation to the provision of Premium Support, the scope and pricing of Customer’s subscription to an Advantage Plan, and all other non-public business or technical information, in whatever form. However, ‘Confidential Information’ excludes (i) information that is or becomes known to the public without breach of these Terms; (ii) information developed independently by the Recipient without use of Disclosing Party’s Confidential Information, as the Recipient may reasonably demonstrate; and (iii) information which is rightfully received by the Recipient from a third party without restriction on disclosure and without breach of these Terms. 
   
   1.5. “Covered System” means an instance of the System Core deployed as part of Customer’s physical security system (identified by its unique Genetec system identifier), together with all other components forming part of its System Composition, for which Customer has procured an Advantage Plan.
   
   1.6. “Customer” means the licensee or subscriber (as applicable) to the System Core associated with the Covered System, as identified in the Advantage Certificate. 
   
   1.7. “Disclosing Party” means the party whose Confidential Information is disclosed to the Recipient under these Terms. 
   
   1.8. “Documentation” means the official written documentation provided by Genetec to Customer in relation to a System Core, a Covered System, or to the Advantage Plan, including the scope and the terms of Premium Support, System Core user manuals, tutorials, and other similar official Genetec instructions and product guides.
   
   1.9. “Genetec Portal” means the Genetec Portal, available at https://www.genetec.com/portal. Access and use of the Genetec Portal is subject to our website terms of use, available at https://www.genetec.com/legal/termsofuse. 
   
   1.10. “Premium Support” means the premium support service that Genetec makes available to Customer as part of the Advantage Plan with regards to the applicable Covered System, as further described in section 2 below.
   
   1.11. “Product Terms” means, with regards to a Genetec product or service, the document that defines the terms and conditions under which Genetec agrees to license, provide access to, or otherwise permit use of such product or service by Customer (such as the license agreement applicable to the use of software products and the terms of service applicable to the use of cloud services). Product Terms are available at www.genetec.com/legal, as such terms may be updated from time to time by Genetec at its sole discretion. 
   
   1.12. “Product Tier” means a specific level or version of the System Core presenting a unique combination of value, features, capabilities, and other benefits designed to address the needs and budget requirements of various customers. Depending on the System Core and its Product Version, the Product Tier may be (but not always) identified as Standard, Professional, and Enterprise.
   
   1.13. “Product Version Upgrade” means an update, upgrade, new release or new version of the System Core (typically identified by a change in its Genetec build version) as made available by Genetec from time to time and generally marked by a new Product Version. Product Version Upgrades do not entail a change in Product Tier. 
   
   1.14. “Product Version” means the version of the System Core (identified by its Genetec build version) used by Customer.
   
   1.15. “Professional Services” means project management, deployment services, consultancy, training, or other similar professional services as they relate to Genetec products and services, defined in applicable project-based statements of work, as further outlined in section 2.4 below.
   
   1.16. “Recipient” means the party who receives Confidential Information from or on behalf of the Disclosing Party. 
   
   1.17. “System Add-on” means, in relation to a Covered System, any additional feature, capability, expansion, enhancement or other add-on to that Covered System (including to the System Core) as made available by Genetec for purchase or subscription (as applicable) separately from the applicable Product Tier of the System Core, regardless whether or not such additional feature, capability, expansion, enhancement or other add-on is in use. Component connection licenses (such as those necessary to add additional security cameras or other devices to Customer’s physical security system) purchased over and above those already included in the Product Tier procured by the Customer are considered System Add-ons.
   
   1.18. “System Composition” means, in relation to each Covered System, the identification of all enabled modules and connected components of that Covered System that are covered by the scope of the Advantage Plan, regardless whether or not such modules or components are in use. System Composition includes Product Version and Product Tier of the System Core, the identification of all procured System Add-ons, and such other details as may be necessary to allow Genetec to determine the appropriate Advantage Plan scope and conditions, and make available the associated Benefits to Customer as part of that Advantage Plan for the Covered System.
   
   1.19. “System Core” means the Genetec Security Center software application or such other Genetec software licensed (or hosted / cloud service provided) by Genetec to Customer under the Product Terms, around which the Customer’s Covered System is set up. The System Core is available in several Product Tiers.
    

2. Advantage Plans
   2.1. Advantage Plans. Genetec makes available various Advantage Plan options based on Customer’s requirements, the type of its Covered Systems, and on their respective System Composition. Advantage Plans provide Customer with access to Premium Support and certain other ancillary benefits and privileges (each a “Benefit”) in relation the Covered Systems, which may include the eligibility to receive Product Version Upgrades for the System Core, System Add-ons, or certain Professional Services. The Advantage Plan for each Covered System is tied to the associated System Composition. The specifics of the Advantage Plan selected by Customer will be defined in the Advantage Certificate and the relevant Documentation. Not all Genetec products and services may be covered by Advantage Plans. Customer is responsible for ensuring whether the Benefits provided under the selected Advantage Plan will satisfy Customer’s needs prior to subscribing to that Advantage Plan. 
   
   2.2. Premium Support. The terms of provision of Premium Support are set out in section 4 below.
   
   2.3. Product Version Upgrades and System Add-ons. While the eligibility to receive Product Version Upgrades and System Add-ons as Benefits depends on the specifics of the selected Advantage Plan, access and use of Product Version Upgrades and System Add-ons is subject to the relevant Product Terms. In case of any inconsistency or conflict between these Terms and the Product Terms, the Product Terms will prevail with regards to the access and use of any such Product Version Upgrade or System Add ons. 
   
   2.4. Professional Services. While the eligibility and the scope of Professional Services to be provided as a Benefit depends on the specifics of the selected Advantage Plan, all such services are provided subject to the Professional Services Terms, available at www.genetec.com/legal/psterms, as such terms may be updated from time to time by Genetec at its sole discretion (“Professional Services Terms”). When Genetec agrees to provide to Customer any Professional Services, whether as a Benefit or otherwise, the description of such Professional Services (including the scope of deliverables, the parties’ responsibilities and such other terms that may apply to the provision of Professional Services) must, at the request of Genetec, be defined in relevant statements of work to be signed by both parties. In the event of any inconsistency or conflict between these Terms and the Professional Services Terms, the Professional Services Terms will prevail with regards to the provision of the relevant Professional Services.
   
   2.5. Timely Use of Benefits. Premium Support and other Benefits are available only with regards to such Product Versions of the System Core that have not yet been declared by Genetec as having reached ‘end of support’ or ‘end of life’ stages. Customer is responsible for ensuring that its deployment of each Covered System does not reach those stages to preserve its eligibility for Premium Support and other Benefits with respect to such Covered System.
    

3. Plan Management
   3.1. Order. To be valid, subscriptions to Advantage Plans must be purchased solely from duly authorized Genetec sales channels. Genetec will waive its Advantage Plan activation fee if Customer procures the Advantage Plan as part of the same transaction as the purchase of the license or the subscription to the System Core of the associated Covered System. Upon Genetec acceptance of such order from the authorized sales channel, Genetec will issue to Customer an Advantage Certificate containing key information about Customer’s subscription to the selected Advantage Plan.
   
   3.2. Plan Activation. The validity of each Advantage Plan will begin from the date of its activation. Unless otherwise agreed to between Genetec and Customer in writing, each Advantage Plan will activate at the earlier of (a) the date of activation of the associated System Core by Customer, (b) the date of first use of any Benefit under the Advantage Plan, (c) the date of activation stated on the Advantage Certificate (as applicable), and (d) ninety (90) days from the date of issuance by Genetec of the Advantage Certificate.
   
   3.3. Plan Duration and Renewal. Once activated, each Advantage Plan will remain in full force until the expiration of its term (stated on the Advantage Certificate). To avoid gaps in coverage, Customer is responsible for procuring a new subscription prior to the expiration of the term of any then-active subscription. If Customer desires to procure a subscription to an Advantage Plan after the expiration of another subscription term, Customer will be required to pay a subscription reinstatement fee in addition to the applicable new subscription fee. 
   
   3.4. Plan Changes. Customer’s Advantage Plan may require changes prior to its original expiration date when Customer changes the Product Tier, adds System Add-ons, or introduces other changes that affect the Covered Systems (or their respective System Composition) or the ability of Genetec to provide Customer with the Benefits. If such changes are accepted by Genetec, Genetec will issue to Customer a new Advantage Certificate. Customer is responsible for paying any subscription price adjustments associated with the changes made to the Advantage Plan as a result of the above. No refund will be issued if Customer decreases the scope or otherwise downgrades its Advantage Plan during the then-current subscription term.
   
   3.5. Plan Enhancements. Genetec may make available for purchase optional enhancements or additional services (such as, for example, dedicated customer care or technical assistance management specialists), depending on Customer’s preferences, that will further enhance the scope of Benefits to Customer under the Advantage Plan. If procured by Customer, these enhancements will become part of Customer's Advantage Plan.
   
   3.6. No Suspension for Convenience. Subscriptions to Advantage Plans are provided on a continuous basis and Genetec will not agree to temporarily suspend the duration of Customer’s Advantage Plan for convenience or otherwise.
   
   3.7. Fees on Renewal. Genetec’s subscription fees are subject to change at any time. However, such changes will not apply to Customer until the later of (a) the expiration of Customer’s then-current subscription term to its Advantage Plan; or (b) sixty (60) days following the date of such change. Subject to the above, renewals and new purchases (including purchases of any Advantage Plan enhancements or other Advantage Plan adjustments) will be charged at the rates in force at the time of renewal.
   
   3.8. No Transfer. Customer may not assign, sell, or otherwise transfer its Benefits or its rights and obligations in relation to the Advantage Plan, even if Customer sells or otherwise transfers the associated Covered System, in whole or in part, to the extent expressly allowed by the applicable laws or the Product Terms. Customer understands that any such assignment, sale, or transfer of Customer’s Benefits in violation of the above will (a) result in automatic termination of Customer’s then-current subscription to the Advantage Plan, effective immediately prior to such assignment, sale, or transfer by Customer, without any right to seek a refund; and (b) not release Customer from its payment obligations for the entirety of the committed subscription term of the selected Advantage Plan. 
    

4. Premium Support

   4.1. Scope. Genetec commitment to provide Premium Support consists of using commercially reasonable efforts to resolve all issues experienced by Customer in relation to its use of each Covered System to the extent covered by the scope of support services included in the applicable Advantage Plan, during its effective term, all as stated on the Advantage Certificate and in the applicable Documentation.
   
   4.2. Service Levels. The service levels applicable to the provision of Premium Support will vary based on the specifics of the Advantage Plan procured by Customer as well as on the method of contact chosen by Customer to request support on each occasion (among the options made available by Genetec), as further described in the applicable Documentation.
   
   4.3. Access to Premium Support. As part of the Benefits, Customer will be provided access to the Genetec Portal where Customer may freely access self-serve tools and other helpful resources. However, to ensure expeditious and efficient issue resolution, and to protect both parties’ interests, Customer understands and agrees that Genetec will not assign any support resource and will not assist Customer in resolving any covered issue unless Customer is represented by a Certified Professional whilst interacting with Genetec. 
   
   4.4. Customer Infrastructure. To provide Premium Support to Customer, Genetec personnel may, in certain cases, require physical or remote access to certain premises, systems, or networks of Customer (“Customer Infrastructure”). While access to Customer Infrastructure is subject to Customer’s approval, Customer understands that Genetec may not be able to assist Customer in resolving certain issues without it. Customer is responsible for granting such access to the appropriate Genetec personnel in a timely manner to allow Genetec to provide Premium Support to Customer. If access to Customer Infrastructure requires security clearance, Customer is responsible for providing sufficient prior written notice to Genetec to allow its affected personnel to obtain such clearance. Genetec will use commercially reasonable efforts to cause its personnel to obtain relevant security clearance. Customer will provide Genetec and its personnel with all reasonable assistance in this regard. If Genetec is unable to ensure that its personnel obtain such clearance or obtain it in a reasonable time, Genetec and Customer will discuss in good faith to find a mutually agreeable solution under the circumstances.
   
   4.5. Prerequisites. Genetec may require, as a condition to the provision of Premium Support, that certain prerequisites – whether related to the Customer Infrastructure or otherwise (for example, to ensure a proper connection of various equipment, setup of the operating system, etc.) – be met by Customer, as further outlined in the applicable Documentation or otherwise identified by Genetec in writing. Customer acknowledges that if any of these prerequisites is not met, Genetec may be unable to commence or complete the provision of Premium Support.
   
   4.6. Shared Content. If either party provides to the other any of its own materials, documentation, or other content in relation to Genetec provision of Premium Support to Customer, then such content will be considered Confidential Information of the sharing party (and, therefore, its property), but the other party will be allowed to use it to the extent necessary to resolve the situation in relation to which Customer has requested the provision of Premium Support. 
    

5. Miscellaneous
   
   5.1. Confidentiality. All Confidential Information that the Disclosing Party may share with the Recipient under these Terms or in relation with Customer’s subscription to or use of the Advantage Plan will remain the property of the Disclosing Party. The Disclosing Party grants to the Recipient a personal, non-transferable and nonexclusive right to use such Confidential Information subject to the following conditions: its Confidential Information (a) may be used by the Recipient only to the extent required to fulfil its obligations under these Terms; (b) may not be reproduced or copied, in whole or in part, except as necessary for use as authorized in this document; (c) must be protected from unauthorized use and disclosure through appropriate technical, operational and other safeguards that the Recipient uses to protect its own confidential information of similar nature, and in any case using, at the minimum, a reasonable degree of care; (iv) may be disclosed by Recipient only to its authorized personnel to who have a need to know any specific Confidential Information to perform its respective duties under these Terms to or the Recipient in general, provided that such individuals are bound by written confidentiality obligations, applicable to their use of the Disclosing Party’s Confidential Information, that are no less restrictive that those outlined in this section, and (v) must, together with any copies thereof, be returned or destroyed when no longer needed, provided that the above does not prevent a party from preserving those records to the extent required to ensure its compliance with the applicable laws and regulations, provided that the Recipient will remain bound by these confidentiality obligations for as long as it retains copies of the other party’s Confidential Information. Unless the Disclosing Party consents in writing, such Confidential Information must be treated in confidence by the Recipient. The parties agree to hold each other's Confidential Information in confidence during the term of these Terms and for three (3) years after its termination.
   
   5.2. Property Ownership. Each Party remains the owner of its respective property (including, any intellectual property and Confidential Information), in a manner outlined in these Terms and the applicable Product Terms. 
   
   5.3. Limited Warranties. Genetec warrants that it will provide Premium Support with due care and professional skill customary in the software industry. However, due to technology complexities and constraints, Genetec does not guarantee that it will be able to resolve all issues experienced by Customer, even if they are covered by the scope of support as set out in the Documentation. All other warranties, representations, terms and conditions not stated above (statutory, express, implied or otherwise, including those pertaining to quality, condition, description, merchantability, noninfringement, or fitness for purpose) are hereby expressly excluded and disclaimed by Genetec to the extent not prohibited under the applicable laws. 
   
   5.4. Limitation of Liability. To the maximum extent permitted under the applicable laws, neither party will be liable to the other party for any special, exemplary, indirect, incidental, consequential or punitive damages, regardless of the theory of action, including without limitation any lost profits, lost business revenue, lost goodwill, business interruption, other economic loss or any loss of recorded data, even if such party has been advised of the possibility thereof. To the maximum extent permitted under the applicable laws, Genetec’s total aggregate liability for any claims by Customer under these Terms or in relation with Customer’s subscription to or use of the Advantage Plan will be limited to the amounts paid by Customer for the subscription to such Advantage Plan during the twelve (12) months immediately preceding the occurrence of the event giving rise to such claim. 
   
   5.5. Independent Parties. The relationship between Genetec and Customer is that of independent contractors acting for their own account and neither is authorized to make any commitment or representation, express or implied, on the other's behalf unless authorized to do so in writing. 
   
   5.6.  Force Majeure. Neither party will be responsible for failure to perform hereunder due to causes beyond its reasonable control, including, but not limited to strikes, lock outs or labour disputes (whether relating to its own employees or others), pandemics or other general public healthcare emergencies, fire, flood, explosion, natural catastrophe, military operations, blockade, sabotage, revolution, riot, civil commotion, war or civil war, terrorist acts, acts of god, computer or other equipment failure and inability to obtain equipment. Performance must resume as soon as reasonably practicable after the cessation of such cause.
   
   5.7. Severability. If any provision of these Terms is held invalid, illegal, or unenforceable by a competent court, it will not affect any other provision of these Terms.
   
   5.8. Governing Law and Dispute Resolution. The parties agree that the governing law and the dispute resolution process applicable to Customer’s use of the affected System Core, as defined in the relevant Product Terms, will apply to these Terms, with any necessary adjustments. 
   
   5.9. Entire agreement. Any matters that are not covered in these Terms are defined in the Product Terms governing use of each Covered System (including its System Core). In the event of any inconsistency or conflict between these Terms and the Product Terms, these Terms will prevail with regards to the access and use of Advantage Plan or its Benefits. These Terms and the Product Terms, together with any amendments, schedules and other documents incorporated thereto by reference, constitute the entire agreement between Genetec and Customer pertaining to provision of Customer’s subscription and use of Genetec Advantage and the associated Covered Systems. Any prior agreements between the parties pertaining to the subject matter hereof are expressly voided. 

 

These Genetec Advantage Terms have been last updated on December 1, 2025. The latest version of these terms may be found at www.genetec.com/legal/advterms. We invite you to subscribe to the legal notifications in our communications preference center (at www.genetec.com/preference-center) to, among other things, be notified of any major changes to this document.