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Serving the Packaging and Diemaking Industries since 1983

 

 

New Genline Technologies
Genline has always made customer support the highest priority, and are constantly looking for methods and technologies to improve the overall experience for the customer. Genline has spent the last year implementing several technologies to provide a seamless and quality support experience and minimize downtime within your organization. The following outline lists these new technologies and conveniences:

Solutions Center online knowledge base of answers to common problems and questions
Case Management allows customers to go online and track the status of open/closed support incidents (called cases)
Remote Support allows a Genline support representative to take control of your computer (with your permission) to fix problems
Online training Instructor led training over the Internet. Saves on travel expenses
Self paced online training Pre-recorded training sessions that can be viewed over the Internet at your convenience, 24/7
New toll free number 877.529.4505
   
for more information regarding these technologies, click here

New Genline Support Plans

In order to provide the most flexibility for customers, Genline offers three types of support plans

  • Platinum Support
  • Gold Support
  • Credit Card Support

The following table provides a breakdown of the features that are included with each support plan. The   denotes the service is a part of the new eSupport
 

Genline Web Site x x x
Public Knowledge Base x x x
Solutions Center (Login to knowledge base)  
Online Logging of Support Issues (cases)  
Online Case History (view past support issues)  
Phone Support Credit Card required x x
Priority Phone Support     x
WebEx Remote Support  
Classroom Training Credit Card required discounted discounted
Onsite Training Credit Card required discounted discounted
Online - Self-Paced Training Credit Card required pay per class free  
Online - One-on-One Instructor Led Training Credit Card required pay per class 1 hours per quarter, per license - FAQ
User's Conference Credit Card required discounted discounted
Dongle replacement - defective
(this includes a dongle that has stopped working with any computer)		 $1000.00 free free
Dongle replacement - damaged
(this includes a dongle that has physical damage)		 $1000.00 $350.00 $250.00
eSupport is a set of online technologies that allow customers to access knowledge 24/7 whether it is looking for a solution to a problem, logging a support case or attending an online training class. eSupport also allows Genline support representatives to access and control a user's computer remotely and safely. 

Membership in a Gold or Platinum support plan is required for access to eSupport.
  • Solution Center— Find answers to problems fast using the same knowledge database that our Customer Support experts use every day!  Also view at Impact tips, FAQs and other knowledge in the Solution Center.

     
  • Support Case Tracking—Track the status of all your open support cases online. View a complete history of all open/closed support cases within their company. Add attachments and comments to help expedite the processing of your support incident.
     
  • Remote Control Support — Genline support representatives can accelerate diagnosis and problem solving by viewing and controlling your entire desktop and applications. Diagnose problems, transfer files and install patches or updates.
     
  • Self-paced training -Dynamic elearning allows you to view class material in a pre-recorded with “on-demand” training whenever you need it, so you can attend at your convenience, 24/7.
     
  • One-on-One Instructor led training - for the student that would like to take a refresher course on Impact, or use a part of Impact that they are unfamiliar with. The One on One eTraining is unbeatable when there is a special project that needs to be done and the student isn’t quite sure how to accomplish his/her goals to complete the project. A benefit of eTraining is that it can be scheduled quickly and it’s done at your computer on your time frame

 

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