Contacting GTAC by phone

2024-06-06Last updated

Phone support for Streamvault™ issues is available to all customers during the business hours of their region.

For customers in North America, Europe, Middle East, and Africa:

  1. Refer to the Genetec™ Technical Assistance Center (GTAC) Contact us page to find the GTAC phone number and business hours in your region.
  2. Call the GTAC phone number and choose Option #2.

For customers in the Asia-Pacific region:

Support for the APAC region is provided through the Genetec Technical Assistance Portal (GTAP) through live chat and support cases. Operating hours are from Monday to Friday 8 am - 8 pm (local time).

For 24/7 emergency support outside of business hours:

  1. Call the GTAC number for your region.
  2. Enter your Genetec certification ID number.
  3. Enter the Genetec Advantage contract number or Genetec Subscription number.
  4. Select the product.
  5. Leave a message including your name, phone number, and a description of the issue. The on-call engineer contacts you within 30 minutes.
Important: 24/7 emergency support is available only to customers who have added this option to their Genetec Advantage contract. For more information, contact advantage@genetec.com.

Customers without Advantage coverage must open a case through the Genetec Technical Assistance Portal (GTAP).