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 Essential Service Agreement 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.