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.
For PS-LTE Support, please contact Motorola.
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:
Motorola System Support Center
1311 East Algonquin Road
Schaumburg, IL 60196
If outside the US or Canada, please contact your regional support representative.
In the event of a dire emergency — such as system down or database errors — 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 servers/workstations is important. Often times, a recent change (e.g. Windows update, new software installation) may affect Genesis software performance.