Software Technical Support
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.
Phone and Email
- 1 (877) 548-0465 (US and Canada)
- 1 (903) 787-7400 (International)
- Email Genesis Support
As you begin the troubleshooting process, we have a comprehensive manual available by pressing F1 on any screen, or the “help” tab in iVISTA.
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.
To expedite support, we may ask for:
- Type of system (including software version numbers)
- Symptoms of the problem
- When the problems first occurred
- Can the problem be reproduced?
- What actions cause it to occur?
- Are there any unusual circumstances contributing to the problem, such as loss of power to the system?
Emergency Support Help LineIn the event of an 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.
Essential Service & Premium Lifecycle Agreements
To utilize Genesis support services our customers need to maintain a current Genesis Essential Service or Premium Lifecycle agreement.