Contacting Genetec support through live chat

Customers with Genetec Advantage coverage have live support is available during the business hours of your region through live chat 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 start a Live Chat:

1. Go to Genetec Technical Assistance Portal
2. Log in using your corporate email.
3. Click the click to chat button.
   
   
4. Choose your preferred language.
5. Enter the full system ID (GSC-xxxxxx-xxxxxx), then click Check System ID.
6. Choose whether you are chatting about a new or existing case.
7. Select the product.
8. Click Start chat.
   
   
9. To initiate an RMA, include the product's serial number, Genetec code, and diagnostics TSR log file (if applicable). Response time (available only during the business hours of your region): Usually within 5 minutes.