Overview
Genea provides reliable, responsive support to end customers and their approved integration partners to ensure continuous access to your facilities and systems. Our support model combines 24/7 monitored digital channels with priority‑based response commitments and enterprise‑grade platform reliability.
Telephone support
Telephone support can be accessed from 8:00 A.M. to 6:00 P.M. PST Monday – Friday via our support line: +1 (836) 935-1557
Calls received out of office hours will be forwarded to a mobile phone, and best efforts will be made to answer and act on the call.
There is also a backup voice mail service should we be unable to route the call to a support representative. Messages left for that service will be picked up by our customer support representatives on the next business day.
Digital Support
Digital Support via chat and email is monitored 24 hours per day 7 days a week and 365 days a year. This support can be accessed through Intercom in the web application and mobile application, via email support@getgenea.com
Incident Priority & Response Times
Genea will respond to Service-related incidents and/or requests submitted by the Customer within the following time frames:
Priority | Description | 1st Response | Avg Resolution |
P1 | Critical | 1 hour | Within 4 hours |
P2 | High | 2 hours | Within 8 hours |
P3 | Medium | 4 hours | Within 24 hours |
P4 | Low | 8 hours | Within 48 hours |
Definitions:
P1 - Critical: System down or any issue, hardware or software related that prevents physical access to a customer site for a significant number of users (>20%)
P2 - High: Any issue that prevents customers from provisioning or restricting physical access, retrieving data from the access control equipment or remotely locking and unlocking doors.
P3 - Medium: Non-critical functionally impaired
P4 – Low: General questions, minor issues, or service requests
Remote assistance will be provided in-line with the above expected timelines. Average resolution rates are not guaranteed but are provided as guidance. Individual experiences with resolution can vary greatly depending on the specific nature of the incident.
Resolution times are greatly dependent on the level of detail and clarity in reporting the incident (images, diagrams, dip switches, output logs, screen captures, timelines) to Genea by the end customer and/or their integration partner. The best practice is to provide as much detail and context as you can provide and clearly communicate the impact of the situation to the business, then work with the Genea technical team and your integration partner to rule out problem domains.
Resolution Approach:
Issues are triaged and escalated based on severity and impact.
Critical incidents follow an expedited escalation path to our senior technical resources and engineering, if required
Status updates are provided throughout the incident lifecycle until resolution.
Implementation Support
In addition to providing support for our software platform and APIs, Genea helps migrate and launch customers onto the Genea platform. This is called an implementation. Implementations have their own support levels because they are timebound, scoped into an SOW from a partner, and then supported by Genea.
The above Support SLAs apply to Genea software and cloud services, not to implementations.
Implementation services like installation services, professional services, expansion services, migration services, and other partner or Genea provided services are governed by separate agreements.
Generally, Genea will provide partners and end customers implementation support M-F from 8am PST - 6pm PST unless otherwise agreed
Weekend and after hour services are available but with additional costs and are not available for the Essentials services package
Additional implementation support above your services package level and after-hours support, unless agreed to in the original scope of services, will be billed and paid on a time and materials basis.