Genetec Technical Assistance Center

If you are experiencing an outage with one of our Cloud products or services, please refer to our Status page. Otherwise, please fill out this form so that we can investigate the issue.

Got questions? You've come to the right place. Customers worldwide choose Genetec for more than just our great products. We are committed to total customer care and have numerous resources at the disposal of all Genetec customers. When you choose Genetec, you can trust that our team of highly dedicated support professionals will be there to help you every step of the way.


The Genetec Technical Assistance Center (GTAC) is equipped with state-of-the-art voice-over-IP call center technology and an award-winning web portal in order to offer customers everywhere the best support experience in the shortest time possible. Whether you require assistance regarding system functionality, maintenance or upgrades, Genetec's Technical Assistance Center will provide you with the answers you need.

GTAC Crisis Response Center

24/7 CoverageThe GTAC Crisis Response Center is available 24 hours a day, and 7 days a week to offer you emergency support by email, phone, and even on site at your facility. We have engineers as well as partners specialized in rapid response to support you in situations such as catastrophic system failure or cyber-attack. To add the 24/7 support option to your system, please contact Inside Sales.

Emergency 24/7 support access

Our 24/7 coverage is automatically available to all systems enrolled in the Genetec Advantage program that have purchased this option. Call us at +1 514.856.7100 and have your Advantage contract number and Certification number ready or log into the Genetec Portal to submit a ticket.

If you are in an urgent situation and do not have Genetec Advantage we suggest reaching out to your integrator directly or filling out this form. We will respond to your request within the standard response SLA according to your system coverage.

Learn more about Genetec Lifecycle Management and our Genetec Advantage program.


As an extension to Genetec's Technical Assistance Center (GTAC), Genetec's Technical Assistance Portal (GTAP) was developed for you to find valuable support information on your own time. The GTAP is a secured area where customers can peruse an extensive knowledge base and product documentations, obtain software downloads, contribute to a customer forum or open a support ticket for further assistance.

Access to the GTAP is FREE for all of Genetec Customers and Partners. Sign up now and uncover an array of technical support resources that will help you install, maintain and use all of Genetec's innovative security solutions

GTAP Access 

Contact the Genetec Technical Assistance Center

Genetec Certified Professionals have access to phone support from the Genetec Technical Assistance Center:


Monday to Friday 8:00am - 8:00pm EST (GMT-5)

Toll: +1 514 856 7100

Toll free: 1 866 338 2988 (Canada & USA)

Toll free: +52 (55) 4170 3538 (Mexico)1

1Spanish support available from 9:00am - 5:00pm EST (GMT-5)

Europe & Middle East

Monday to Friday 8:00am - 8:00pm CET (GMT+1)

Toll: +33 1 44 69 35 73

Toll free*:

* An international calling fee might be incurred if the call is placed from a cellphone/mobile line. Please consult your service provider to validate if this fee will apply.

For emergencies outside of the above hours, users can access the GTAC Crisis Response Center for critical situations or cybersecurity incidents.