Empower your team
Genetec™ Advantage gives you and your team access to expert guidance, support tools, and the latest product enhancements. The subscription includes extra perks like online self-learning, chat assistance, basic product certifications, and annual reviews.
Advantage was also designed to enhance your channel partner’s expertise. It gives them specialized technical support, software upgrade packages, system monitoring services, and more.
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Genetec Advantage
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Self-service training
Chat assistance
Technical certification
Professional services
Self-service operator training
Getting the most from your system also means accessing the latest system knowledge, tools, and training. That’s why all Advantage contracts come with a specific number of seats for basic product certification and access to Genetec University (Advantage Experience), our new Learning Management System. This provides your operators with self-service training and continuous learning, so they can become masters at using our solutions.
Operator Chat Assistance
Feel entirely supported no matter what questions come up. Our experts prioritize your support requests for faster resolution. To get quick answers to basic “how-to” questions surrounding Security Desk, use the new Operator Chat Assistance. This empowers your team to become masters of your Genetec environment, giving them the knowledge and autonomy to extract more value from your investments over time. Your team can also immediately access hotfixes, receive phone and chat support during business hours, and open unlimited support cases within the technical assistance portal.
Get certified
By choosing Advantage, End users with Security Center Professional and Enterprise editions on version 5.11 or higher will gain a voucher for full technical certification training, allowing a power user or IT admin to receive training and be certified to access Genetec support by phone, chat, and the Genetec Technical Assistance Portal (GTAP). A team member can get trained on Genetec systems and communicate holistically with Genetec and your channel partner on open support cases. This ensures a three-way collaboration between your system integrator, your organization, and Genetec to speed up the issue-resolution process.
Get access to professional expertise
Whether you're interested in best practices for your Genetec system, planning a system or database upgrade, or want a system health check, our Professional Services team is here to help. Many Genetec Advantage contract holders are entitled to Professional Services consultations. To check if you qualify, log into the Genetec Portal - Technical Assistance section.
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Software and hardware warranties
While our software and hardware products come with standard warranties, customers can get extended coverage for added protection. Depending on the systems and devices that you have installed, the additional coverage will vary. But one thing won’t: our support team’s readiness to assist you with warranty inquiries, no matter which providers you need to get in touch with.
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“A successful project execution is measured by the quality of ongoing support, efficient and swift resolution. My team at EssentialCom and I are very impressed by the extraordinary performance of the entire Genetec team, particularly with the technical support experts and customer service departments.”
Eli Hezi
Principal, EssentialCom, LLC
Protect your investment
Active Advantage contract | Expired Advantage contract | |
Cost | Based on deployment scale | |
Duration | 1-5 years | |
Software Updates |
||
Minor and patch releases |
✔ |
✔ |
Major software releases |
✔ |
x |
Emergency hotfixes |
✔ |
x |
System Availability Monitoring |
✔ |
x |
Genetec Update Service |
✔ |
✔ (Update to minor only) |
Live Support |
||
Phone support ¹ |
✔ |
x |
Real-time chat support ¹ |
✔ |
x |
Collaborative support model ² |
✔ |
x |
Advanced troubleshooting ³ |
✔ |
x |
Portal and Self-Service Support |
||
Online Portal support case |
✔⁴ |
✔ (Basic support) |
Online portal self-help tools |
✔ |
✔ |
Support Add-ons |
||
24/7 support ⁵ |
Optional paid service |
x |
Dedicated client care ⁶ |
Optional paid service |
x |
Training |
||
Genetec University - Security operator training (Self-paced) ⁷ |
✔ |
x |
Operator chat asistance |
✔ |
x |
Technical certification training ⁸ |
✔ |
x |
Professional Services |
||
Technical consultation ⁹ |
✔ |
x |
¹ When accessing phone or chat support, valid certification ID # and a System ID # are required
² Knowledgeable interactive transfers from front-line technicians to product support specialists as needed to streamline case resolution.
³ Advanced troubleshooting include remote sessions, reproduce issues in Genetec labs, log and traces analysis, environmental issues identification, R&D escalation.
⁴ First response within 2.5 business hours.
⁵ 24/7 support is optional with Genetec™ Advantage. Customers will receive a call-back within 30 minutes from the on-call Genetec™ Support team once they call in and leave a voicemail.
⁶ Dedicated client care is optional with Genetec™ Advantage. Dedicated client care automatically includes 24/7 support.
⁷ Available on Security Center Std, Pro, Ent & SaaS systems. 1 seat license per system. An additional seat for every 200 connections. No carry over of unused seat licenses.
⁸ Available for Security Center Pro and Ent systems running 5.11 or higher. One certification per system with Pro, Ent or SaaS systems with minimum of 300 connections to be eligible. 2nd certification granted for systems with over 1000 connections.
⁹ Technical consultation hours calculated based on ADV contract value. Any additional engagement with Genetec Professional Services requires a valid Advantage contract.
Upgrade to Genetec Advantage
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