- Genee World aim to contact all Service Enquiries with a first response within two hours of a ticket being raised
- If the issue is driver or software related, we will attempt to resolve immediately upon receipt of an online ticket registration
- We aim to resolve all software and driver issues within a maximum period of three working days
- We aim to resolve all support visits for hardware issues within 10 working days
- If after three days, there is no response from the customer via our online helpdesk, our Tech agent system will chase the customer for a response.
- After a further four days, if there is still no response, customer will be chased again.
- By the 10th day, if no response has been received from the customer, the ticket will close.
- Onsite Technical Support Visits are available for hardware failures only. All Support Visits must be booked through the online Helpdesk.