Support Requirements

High Speed Connection

In our constant effort to provide exemplary customer support, we must have clear lines of communication between each other. Those clear lines of communication involve fast, reliable data transfer. Therefore, we do require that you connect to us via secure high speed VPN or web connection. Dial-up support will most likely incur additional charges, as it slows down workflow.

Know Thy Box

A good knowledge of the inner-workings and history of your server/workstation is important. One of the most common questions we ask is: "What has changed on the computer since it was last working?" ie: Windows updates, new software install, user account passwords, etc.

We value and appreciate our customers!

Upgrade Policy

Genesis is constantly upgrading most of our software, adding features and improving performance. We also keep step with updates on Motorola Trunking Systems, along with other system manufacturers.

Customers who remain current on 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 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 customers pay the entire cost of the software over again for upgrades like this, we only ask for the minor incremental difference.

Is ATIA Enabled?

ATIA 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 the hardware will be located. To make sure ATIA is properly working on your system, click here.

 

Their goal of 'Tenacious Customer Support' is more than a goal — it is their life! Their entire team does what it takes to get the job done and on time."

Genesis' customer service has always been unbeatable...very cooperative in providing a solution, usually the very day we requested it."

Overall, I would give Genesis an A+ on their product and support."

 

Customer Support Area

Emergency Support

Many times, Murphy's Law will rear its ugly head at the least opportune time. That is why Genesis has after hours support. In the event of an emergency and you are completely down, call our Emergency Help Line (24/7/365) at 1-877-548-0465.

About Genesis Technical Support

Genesis appreciates each and every one of our customers and strives to set the bar high in providing exceptional technical support. Our knowledgeable staff of in-house technicians responds quickly and resolves most issues on first contact. Standard telephone and email support is provided during regular business hours, Monday through Friday 8:00 am to 5:00 pm (CST) with the exception of Genesis holiday times. Should the emergency arise to contact us after hours (see Emergency Support), you will receive the same level of expertise from the same support personnel...even if they happen to be relaxing at home when you call.

PSLTE Support

For issues or inquiries regarding Genesis software for Motorola Public Safety LTE, .

Standard Maintenance & Total Support

Our support staff is committed to providing timely problem resolution. We require that our customers maintain a current, fully paid Maintenance and Total Support (MTS) contract that is renewable on an annual basis. Support issues come in two phases:

1. Entry Level Tiers
2. Problem Severity Classification Levels

We explain it all in our Standard Maintenance & Total Support document.

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Troubleshooting

Whether software was purchased through Genesis or Motorola, please follow the appropriate troubleshooting steps before contacting Support.

 

• Purchased Through Genesis
• Purchased Through Motorola