For ALL support needs, we need to open a 'trouble ticket'. Even for needing information. This will help us to follow issues and determine if there is anything systemic that needs to be dealt with. We WILL act quickly on your issues since we are notified immediately when you enter a ticket. That is a promise. We will also promise that we will follow up to find out if you were adequately helped. So, here is the order of events..

STEP #1 — Genesis Knowledgebase, Support & Ticket Center: Click here

STEP #2 — IF it is an emergency and you are completely down, call our emergency help line at 1.877.548.0465. Click here for our Contact Us Page.

STEP #3 — IF it is after Genesis' business hours (5:00 pm -6 GMT), you may click here to access our After Hours Emerency Support Number page.

OTHER HELP

GenWatch3 Support

• If you purchased your GenWatch3 from Motorola: click here
• If you purchased GenWatch3 from Genesis: click here

Genesis' Complete GW3 Support Document: click here

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 expedient 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
Also, a good knowledge of the innerworkings 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?" Windows updates, new software install, user account passwords, etc.

We value and appreciate our customers!