Contacting GTAC through GTAP

Support for Streamvault™ issues is available to all customers during the business hours of their region through online support cases on the Genetec™ Technical Assistance Portal (GTAP).

For customers without Genetec™ Advantage coverage, a case needs to be opened through the Genetec Technical Assistance Portal (GTAP). For more information on Genetec Advantage, contact advantage@genetec.com.

To submit a case through the online portal:

1. Navigate to Genetec Technical Assistance Portal.
2. Log in using your corporate email.
3. Click + Create Case.
   
   
4. From the System ID list, select the affected system.
5. For hardware return or repairs, include RMA Request in the title so our team can easily identify these requests.
6. Include your product's serial number, Genetec code, and diagnostics TSR log file (if applicable).
7. Click Submit case. You'll receive a case confirmation by email with the estimated response time.