Support Request

Support Request 2017-03-28T16:13:20+00:00

HELPDESK SLA

  • 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.