Contacting Genetec support

Useful information

• Your Security Center license system ID. For more information, see How do I find my system ID?.
• Your Genetec™ serial number or the hardware service tag.
• Your Genetec code, which is found on the chassis (not applicable to all-in-one appliances). The code is required if you lost administrative access to the system and need a factory image.
  
  
• Your diagnostics TSR log file (if applicable).

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

1. Refer to the Genetec Technical Assistance Center Contact us page to find the GTAC phone number and business hours in your region.
2. Call the Genetec Technical Assistance Center 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) via live chat and support cases. Operating hours are from Monday to Friday 8 am - 8 pm (local time).

To contact us using 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.