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News

Round the clock help from Genetec's technical assistance portal

Genetec : 07 October, 2009  (Company News)
IP security solutions provider launches technical assistance portal to enable its customers and channel to gain technical help around the clock


Genetec announces the launch of its new Technical Assistance Portal (GTAP). The new portal has been enhanced with valuable information and tools so that customers can become more autonomous in accessing the information they need, exactly when they need it. A few new additions to the GTAP include a case management system, a self-serve system management tool, an open-discussion forum and a list of available hotfixes. "We met with a lot of end-users and system integrators over the last few months to really pinpoint exactly what they wanted in the new support site," says Christian Morin, Director of Customer Experience at Genetec. "Today, our online portal provides our customers with 24/7 access to a wealth of information and tools for which there was a real demand." The new GTAP is equipped to provide users with more independence when managing their Genetec systems and technical support activity. With the new case management system, for example, clients are now able to monitor all activity with technical support, see what progress was made and know exactly what the status is at that point in time. Users can also manage cases, close some that have been rectified and open new ones by making the request directly online. Additionally, the GTAP's new system management tool gives users the ability to organize their software licenses as they see fit, allowing for the possibility to quickly download purchased licenses or to upgrade licenses at any given point with a valid SMA. For customers who have large geographically dispersed systems, the system management tool also allows them to rename licenses according to their own preferences, making it easier to identify and manage multiple licenses. More than that, users can now look forward to having on-demand access to essential information such as a updated release notes and the respective availability of all hotfixes. Also, users can gain access to a supported device tool, which is updated in real-time and which offers the ability to see which hardware and firmware are compatible with each software version. Finally, the new GTAP comes equipped with an open-discussion forum which allows clients to share ideas and offer suggestions and input on all products and various topics with other users and Genetec representatives. "The idea here is to be more transparent, to openly offer more information to our customers so that they can be more self-sufficient with technical support information," explains Morin.


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