Contacting Genetec support through GTAP

All customers have support available during the business hours of their region through online support cases on the Genetec™ Technical Assistance Portal (GTAP).

For customers without Advantage coverage, a case needs to be opened through 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 will receive a case confirmation by email with the estimated response time.