UNLIMITED 24/7 SUPPORT.
Our engineers are available 24 hours a day, 7 days a week. 365 days a year.
No hourly rates. Onsite or remote, support labor is 100% included.
Your staff is empowered by having direct access to highly trained engineers who know your network and systems.
Our business goals are perfectly aligned with yours. Our success is directly tied to your up-time and staff happiness.
HOW TO SUBMIT A SUPPORT REQUEST:
- Press the physical ‘Press for Help’ button on your desk
- Using the ‘Press for Help’ icon on the desktop
- Emailing support@genuinetechnology.com
- Calling 971-888-8911
All requests are processed the same regardless of how the method used. Each request is assigned an accountability ID to track the financially backed SLA.
FULL DIAGNOSTICS REPORT USING THE HELPDESK BUTTON OR CLICKING THE HELP ICON
Comprehensive reporting for our engineers
- Builds a slideshow of the last 20 actions the user took before the button was pressed so you can reproduce the error.
- Collects system information and logged in user account(s).
- Collects real-time processes, memory, CPU, disk usage, and hardware status.
- Collects network diagnostics and completes connectivity checks.
- Requests information from the end-user about what was happening and why they are submitting a request.
- Matches the end-user with an account in your ticketing system or helps them to create a new one.
