How can we help?

Technical Assistance
At Genie, our technical assistance center (TAC) made up of industry veteran engineers can assist with any system error check and provide timely response to overcome your technical issues. We also collaborate with regional solution partners to provide professional consulting service for your network requirements.
  • Remote Login Support
    Our TAC engineers provide remote login support to help customers with diagnosis of system error and software modifications. A dedicated system engineer is assigned to work with regional solution partners and customers for prompt responses and feedback.
  • Software Updates and Upgrades
    We provide software updates and upgrades via remote login service, by which all new software feature release could be provided efficiently and cost-effectively.
  • Installation and Configuration
    We provide system installation and configuration services with networking expertise through our regional solution partners.
  • Technical Support
    Our regional solution partners provide first-line technical support to customers when necessary. TAC is available for online technical support with prior arrangement.
Warranty Support
Our annual warranty package provides customers with highly reliable product assurance through a variety of supporting services.
  • Hardware Repair
    In the case of hardware system failure, the unit will be repaired or replaced with new or reconditioned unit of equal or better value. This service requires evaluation by our TAC and the issuance of a RMA number.
  • Hardware Replacement
    In the case of hardware failure upon arrival, TAC will provide a new hardware appliance for replacement within 5 working days after receiving notification from regional solution partners.
  • Software Release Updates
    Remote software updates are available for bug-fixing and feature enhancement. Online assistance is also provided by Genie Networks through the confirmation of regional solution partners and customers.
  • Product Training
    Genie Networks and regional solution partners will provide comprehensive product training for system operation.