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