The key reasons why Genesis can provide the best service support for integrated Software House and IP Video solutions in the market are as follows:
- Standardization: Product and Design. We have standardized our entire technical infrastructure to support integrated Software House solutions. By standardizing to one platform, we can invest in creating the technical depth necessary to meet your service needs.
- Service Technicians. Genesis performs all service support with our own in-house technicians. All of our service personnel are factory-certified on our primary products, including Software House. This means that we have the technical depth to respond to your needs quickly with multiple resources, rather than rely on one specific technician.
- Warehouse and Local Inventory.We maintain a local $1,000,000-plus inventory to quickly and efficiently service our clients. Each one of our service vehicles maintains an on-board inventory of approximately $15,000 in service equipment. As a result, when a Genesis vehicle is dispatched to your site, our technician will usually have the replacement component(s) on his vehicle. This enables us to provide advance loaners, keeping your downtime to a minimum.
- Vehicles and Computerized Dispatch. Genesis maintains a fleet of 27 vehicles that are managed by our computerized dispatch and GPS system. This enables us to respond quickly to your needs with our own personnel. When you call Genesis during normal working hours, you will never encounter an auto-attendant. You will always be greeted by a live voice. We have three full-time service dispatchers that are able to direct our service resources to help resolve any service issues.
- Help Desk. Genesis maintains an active Help Desk where we have the ability to remotely diagnose and support our clients.
Genesis provides our Reliable-24 Service for our clients with integrated Software House systems. Under our Reliable-24 plan, we guarantee the following:
- Availability: 24 hours a day, 7 days a week.
- Response Times: 2 to 4 hours (onsite).
- Advance Loaners: Yes, from our extensive inventory.
- Correction of Problem: Guarantee any hardware problem will be corrected within 24-hours or less. The client receives continuous effort during this period of time.