Support

Support Portal

Users retrieve information from the Solution page available on the Generis Support Portal. The Portal includes information about product releases, future project plans, configuration manuals, user manuals, installation guides, common questions and known issues articles.

Level 1 Support

Lvl 1 support is your first point of contact. It’s responsible for acknowledging customer inquiries and gathering information to determine the issue, tracking and routing customer queries. Lvl 1 support provides solutions to basic access problems and known product issues.

Level 2 Support

The second line of the support procedure – experienced and knowledgeable members provide solutions to the problems that cannot be handled by Lvl 1 support. Lvl 2 consists of Configuration team members, Infrastructure, and Product developers.

Level 3 Support

Lvl 3 support resolves escalated issues and allocates additional resources as appropriate in case of urgent queries and outages.