Genesis Customer Support

We are here to help!

Contact Genesis Customer Support

Genesis Support Specialists perform problem resolution activities ranging from end-user assistance to remote diagnostics. Support issues are assessed and classified by severity, then assigned to the appropriate support representatives.

Phone &Email

Troubleshooting

We may ask for a screenshot that will provide a visual description of the issue. "Alt+PrtScr" captures the screen image, which can then be embedded into an email or pasted into a Word document. We may provide instructions on how to capture sample data for our analysis.

Before contacting Genesis, please make sure the following steps have been taken:

  • Has the Help documentation been consulted?
  • Be prepared to provide the following information:
    • Symptoms of the problem
    • When the problems first occurred
    • Can the problem be reproduced?
    • What actions cause it to occur?
    • Are there any unusual circumstances contributing to the problem, such as loss of power?

Emergency Support

In the event of a dire emergency — such as failure to run — our Emergency Help Line is available 24/7/365 by calling 1 (877) 548-0465 and following the prompt.

Support Requirements

Maintenance and Total Support

Our support staff is committed to providing timely problem resolution. We require that our customers maintain a current, fully paid Maintenance and Total Support (MTS) contract that is renewable on an annual basis.

Broadband Connection

Fulfilling expedient support demands fast, reliable data transfer over secure high speed VPN or web connection.

Know Thy Box

A good knowledge of the inner-workings and history of workstations is important. Often times, a recent change (e.g. Windows or browser update, new software installation) may affect performance.