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 Upgrade Policies
As we make improvements to our software, we make it cost-effective to upgrade to our latest and greatest! |
 Genesis' Customer Support
Click here for a PDF document that completely describes Genesis' Maintenance and Total Support |
 Support Requirements
We explain what we need to continue to provide the best customer support possible. |
 "Is My ATIA Enabled?"
ATIA must be installed and operating on your SmartZone, Omnilink or Dimetra system. Read about it here. |
 Free Software Demos
Only Genesis lets you try our Trunking management software for free for 60 days! |
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Customer Support |
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We pride ourselves on our tenacious customer support! That means we keep trying until... If you have a question or problem when using any of our products, you may want to look first at the Troubleshooting chapter in our manuals. If you still can't find the answer, feel free to call, fax or e-mail customer support. Before calling, please do the following:
- See if you can duplicate the problem again.
- Try re-booting your computer (sometimes they get terribly confused!).
- For EzBill/GTMS, read the MEMORY.TXT and/or README.TXT files that are in your EZBILL or GTMS directory.
- For GenSZAI/NetVista2 and Trio, make sure all network connections are alive and well.
- For GenWatch, GEnSAC and other control channel based products, please make sure that you are truly receiving a good control channel.
Be prepared to explain your problem. Also be prepared to tell us the steps that led up to the problem. Do a "Print Screen" of the error message or problem and fax or email it to us first. Try to duplicate it, then write down what happened step by step. Be at your computer and have the manual available.
We provide Priority Client Care to our clients that sign up for our Maintenance and Total Support (MTS). It is an annual fee that is charged based on a percentage of the cost of the software that you have purchased. That fee is below the industry average for MTS cost. MTS gives you "top of the stack" support and provides free updates to our products (except for shipping costs). Ask us. It IS worth the cost! For our clients that have signed up for MTS, you may login here.
 For a PDF document (180k) that completely describes Genesis' Maintenance and Total Support, click here (updated 4/13/06). |
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Upgrade Policies |
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Genesis is constantly upgrading most of our software that is less than 10 years old. We add features and we improve performance. We also keep step with updates on systems that we work with, such as Motorola Trunking Systems.
When our customers remain current on their Genesis Maintenance and Total Support (MTS), all normal upgrades that happen during a year are included at no extra charge. If during a year (the period of time between MTS renewal) we improve a piece of software and it increases the selling price of the software to the general public, then we only ask our MTS customers to pay the incremental difference in what they paid for the software and the new selling price.
"Why don't I just get it included in my MTS fee under all circumstances?"
There are times when we have a significant and major change in software. This happens in all industries. These major changes bring along increased value to our customers above and beyond normal enhancements that we make. Unlike some companies that REQUIRE that you pay the entire cost of the software over again for upgrades like this, we only ask for the small incrimental difference. |
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Global Motorola Representatives |
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There are many times that Motorola will sell our solutions on their orders. You might like to contact your Motorola representative about how that works. The 'inside' words to tell your sales or engineering representative are: "Genesis sells to Motorola SI (system integration)."
Latin America
Telcotrek, Inc. — S. America, C. America and The Caribbean
P.O. Box 13424
Ft. Pierce, FL 34979-3424
Tel: 772-905-3123
Email: ccoronado@telcotrek.com /
info@telcotrek.com
South American Sales
Caracas, Venezuela
Email: ncoronado@telcotrek.com / ventas@telcotrek.com
Tel:
58-212-265-5673
Spanish, Portuguese and English spoken
Servitron — Mexico
S.A. de C.V.Av. Revolución # 639
4th piso Col. San Pedro de los Pinos.
C.P. 03800
México, D.F.
Tel. (5255) 5615-9200
Se Habla Español
Europe
TAG Management, Ltd. — UK
Albany Chambers
26 Bridge Road East
Welwyn Garden City
AL7
1HL
Tel: 0771 119 0976
 Fax: 0207 117 4968
NORDIC — Scandinavia
(In Blue) Merkur Data A/S
Raadhustorvet 3
DK-3520 Farum
Denmark
Tel: +45 44 99 66 99
Fax: +45 44 99 60 90
Benelux — Southern Europe
(In Green) Bumicom Telecom bv
Elviraland 5 C
2591 GE Den Haag
Nederland
Tel. +31 (0) 70-3504500
Fax. +31 (0) 70-3506232
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Are You ATIA-Enabled? |
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This may sound obvious, but this must be installed and operating on your SmartZone, Omnilink or Dimetra system. We must have access to the ATIA data stream at the place where your hardware will be located. ATIA is a SmartZone feature that can be enabled in your system. ATIA stands for Air Traffic Information Access. If you are not sure if you have the ATIA port feature, complete the process below.
For SmartZone Version 3.x, go to the Database Server Terminal. If you have Version 2.03 use the Zone Controller User Terminal. Then, follow the rest of the steps:
 Log into the terminal for Administration- Look for the Feature Administration Menu choice
- Choose Show Features
- Look for Air Traffic Information Access
- If it says "Y", you have it, otherwise it will say "N"
As an alternative, you can...
- Go to the Database Server
- Choose SmartZone Administration
- Choose Option 6
- Look for AIM
- Follow the on screen choices to actually see the ATIA stream.
* For use on SmartZone 4.1 and older systems. Capability to be determined on newer systems. |
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