1. Overview
The Genetec Portal and online store
The Genetec Portal offers a modern online experience – one login gives you easy access to the resources you need to successfully research, market, sell and support the Genetec portfolio of solutions. Answers to the most frequently asked questions can be found in this guide, which will be updated frequently. We also encourage you to watch the introductory videos found on the homepage of the Portal.
We appreciate your help as we build a new digital commerce experience and thank you for your participation.
Important note for beta participants
You are our very first customers to use the new Genetec Portal and online store. All transactions you execute in the store (creating projects, creating quotes, submitting orders) are LIVE. All projects and quotes created will be visible in the Genetec sales pipeline and any orders submitted will be processed. We have a dedicated team monitoring the chat and tickets received to ensure you get help quickly when needed.
Supported configurations for beta
Initial supported configurations include standard, net new GSC 5.11 systems only (Omnicast, Synergis and AutoVu; note we do not yet support Stratocast), with Streamvault All-in-One (AIO) and most popular access control hardware, excluding accessories.
Please do not submit quotes or orders for add-ons, Advantage renewals or that require non-standard configurations or customization, or that exceed $25,000 in the new online store. We will notify you as functionality is available to support add-on quotes/orders, renewals, non-standard configurations, and customizations. Until then, you can continue to submit those in the legacy store by accessing it directly: https://portal.genetec.com/partners/Store/, or you can contact Genetec Channel Sales for assistance.
2. Need help?
Who can I contact if I need help with the online store during the beta phase?
There are multiple ways to request help from Genetec:
You can use the chat option that appears on the bottom right of the portal/website. Live agents dedicated to supporting the beta program will be available from 9AM-5PM EST to support you with any questions.
You can submit a portal ticket at any time using the “Submit a ticket” button located at the bottom of every portal page during beta.
You can also send an email to portal@genetec.com, but the other options would deliver a faster response.
How do I log a ticket if I am having an issue and there is no live agent?
At any point, you can log a ticket within any page of the portal by clicking on “Submit a ticket” (located at the very bottom of every portal page during beta)
3. Accessing the Genetec Portal
How do I access the portal?
The direct URL for the portal is www.genetec.com/portal
How do I log into the portal?
Use the URL listed above, or navigate directly to the portal from genetec.com by clicking on the account icon and then selecting “Login or Register” under the Genetec Portal section:
To login successfully you need to have a login.genetec.com authentication account. If you regularly access the legacy portal and/or GTAP, you should be able to use your existing credentials.
If you have not logged in to the legacy portal and/or GTAP since January 31, 2023, please follow the instructions to create an authentication account, then email portal@genetec.com to be given access.
How do I know if I am logged into the Genetec Portal
- You will be redirected to the Genetec Portal home page (www.genetec.com/portal)
- The App Switcher will appear, which has shortcuts to other, relevant portals and sites.
- The generic account icon will be replaced by a colored circle with your initial. This is the Account menu where you can edit your profile, change your password, submit feedback and more.
What do I do if I experience issues logging in?
Clear your browser data (history, cookies, cached files) and then try again. If you continue to experience login issues, you have multiple ways to get in touch with us:
Between 9am and 5pm EST, use the chat option that appears at the bottom right of genetec.com
Submit a ticket using this form
Why am I getting an “access denied” message when I try to login to the portal?
It’s possible you do not have a profile created on login.genetec.com, or you may have incorrect profile permissions. Please launch the chat at the bottom right of the page (this is available from genetec.com you do not need to be logged into the portal to launch chat) or email portal@genetec.com for assistance.
Will my portal session time out after a certain period of inactivity?
Yes, after 10 minutes of inactivity. You will be prompted to log back in. Any projects or quotes being worked on will auto-save.
Can I give my co-workers access to the portal?
Please ask your co-workers to follow the same instructions above to create an authentication account and request access by emailing portal@genetec.com. In the future, we will provide partners with the ability to administer access for your team.
How do I log into the Stratocast and Clear ID portals?
4. Supported devices and browsers
What devices can I use to access the portal?
The Genetec Portal should be accessed on your Microsoft Windows or Apple Mac computer (desktop or laptop). The online store has been designed for a desktop experience and is not yet fully supported on mobile devices (tablets or smart phones). If you are managing projects, quotes and orders, please use your Windows or Apple computer.
Which web browsers are supported?
The portal can be accessed with the two latest versions of the desktop browsers listed below.
Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox, and Apple Safari (quote configuration not supported in Safari).
Note that the online store does not yet support mobile (projects, quotes, and orders), and is best experienced on a desktop browser.
Officially supported devices, OS, and browsers are found here: https://www.genetec.com/portal/supported-browsers-devices
I’m unable to see the full screen in my browser, how can I resolve this?
- Windows: CTRL +/- to zoom in or out.
- Mac: Command +/- to zoom in or out.
5. Navigating and using the portal
How can I switch between the portal and genetec.com, or navigate to GTAP or other Genetec resources?
The portal and website are one and the same so you navigate between the two using the website navigation bar. To navigate back to the portal, simply click on the Account menu and select “Go to portal”.
Use the App Switcher located at top right and next to your Account icon to navigate to other useful locations such as Tech Support (GTAP), Documentation (TechDoc Hub), Stratocast portal, and more.
What is the simplest way to navigate within the portal?
Once logged in, a Quick Access Menu appears on most portal pages. You can navigate to the online store, price list pages as well as resources through this menu.
How can I search the portal?
You can search the portal by typing your query into the magnifying glass/search icon located at the top right, next to the Account icon and App Switcher. The search functionality on the portal is greatly improved – it now provides unified search across the public website and portal to return the most relevant results.
How do I filter search results to display content that is only available to accredited Genetec channel partners?
On the left side of the search results page, select “Partner only” – this will show results found only after login by filtering our asset from the public website.
How do I edit my profile and/or change my communication preferences?
Once you have logged into the portal, click on your Account icon (the circle at the far top right of the page) and then on “Edit profile” or “Edit preferences”.
If you need to update the name of the company you work for or your email address, please contact salesadmin@genetec.com. Note these are not editable without Genetec validation.
Selecting “Edit preferences” will allow you to choose the types of communications you will receive from Genetec. This feature will be enhanced in the months to come to allow you to opt-in to live portal push notifications. You will have greater control over which notifications you receive from Genetec and how they are delivered. Note that you cannot opt-out of pricing, quoting, invoicing, support, legal advisories or security notifications.
How do I change my password?
Once you have logged into the portal, click on your Account icon (the circle at the far top right of the page) and then on “Edit profile”.
Can I change my Account icon?
You cannot change your Account icon.
Can I access Genetec Technical Support from the portal?
Use the App Switcher to navigate to “Tech Support”.
Where can I find technical documents?
Click on the App Switcher and select “Documentation”. You can also click “Resources” on the website’s navigation bar and then “Access the TechDoc Hub” (The TechDoc Hub is Genetec’s knowledge base.)
Where can I find Sales Tools and information about the Channel Partner Program?
You can access these from the Quick Access menu or from the portal home page.
You can also scroll down; towards the bottom of the portal home page you will see a section called “Your Tools”. A lot of additional types of information are available from this section.
6. Price lists
How do I download my price list?
From the portal home page, click on “Price list”, then click on your preferred format to download a price list. You can also access this page from the Quick Access Menu or directly using this URL: https://www.genetec.com/portal/business/price-list.
Why is the file name of my price list different than it has been in the past?
Our price list naming convention was defined decades ago. Time for an update! During beta, the price list files will download as “Excel format”, “Raw Excel format”, or “PDF format”. We are working to resolve this so that the file name is more intuitive and references Genetec ASAP.
The content of the pricelist looks the same, should it be different?
We’re working diligently to bring many enhancements to the format, layout, and content of the Genetec price list. Stay tuned for news later in 2023.
7. Online store
What can I do in the online store?
The online store is the primary location to build and track your Genetec pipeline. This is where you will create project records and track all quotes and orders.
How do I access the online store?
From the portal home page, click on “Projects”, “Quotes” or “Orders”. You can also access it via the Quick Access Menu.
Are all Genetec parts available in the online store?
During the initial beta period of the online store, we have focused on making the most often quoted and ordered parts available. We will be adding additional parts in subsequent releases.
Do I see the same thing as Genetec’s Channel Sales team or my AE/CAE?
The Genetec team works from the same tools but with different views than what our channel partners see in the online store. Genetec team members can view your projects, quotes, and orders, but they will access these from our CRM.
Can my co-workers and I, or Genetec and I collaborate in real time?
Projects, quotes and orders and any associated files should be visible between users within a few minutes. However, only one user can edit at a time.
Can I see projects, quotes and orders entered by my co-workers?
Yes.
Can I see projects, quotes and orders created by Genetec?
Yes.
Can I search or filter in the online store?
You can search and filter from within each section of the online store. You can click the column headers to sort, or you can filter on many different attributes by expanding the “Filter” button. The screenshot below is from the Projects section, but it works the same way across the online store.
7.1 Online store: projects
What is a project? Why do I need to create one?
A project outlines a potential sales opportunity. The project record helps define the end user customer and associated vertical, outlines the solution needed, the potential revenue and likely deployment timeline. Not all details may be available at the time a project is created, but it will help us track our mutual business. A project can contain multiple quotes with different configurations.
Can I upload relevant documents like our BOM, an RFP package, CAD drawings, building diagrams etc. so they are all available to everyone working on the project?
Yes. You can upload documents by clicking “Add Documents” in the Project record. All file types are supported.
What if I do not see one of my end user customers in the drop-down list, and this is a customer with an active system ID?
If your company has purchased on behalf of the end user in the past, that customer should appear in the drop-down list. If it does not, please either launch the chat or open a ticket. You can also email us at portal@genetec.com, but the other options would be faster.
If this is the first time your company is purchasing on behalf of this end user, you will need to create a new end user record. See below.
How do I create a new end user customer?
If you need to create a new end user, you will need to click and complete the form available under the projects section. The Genetec team will then create the end user account and notify you within approx. 4 hours when the end user is active.
7.2 Online store: quotes
Can I create a quote if I don’t create a project?
To create a quote, you must first create a Project. Once a project is created, the “Create quote” button will become activated.
Can I create a new quote from the Quotes section of the portal?
New quotes can only be created from within a project.
Can I edit a quote?
If a quote has not yet been locked it remains in draft mode and the quote can be modified. Once locked, you cannot edit a quote, but you can contact Channel Sales for assistance referencing the quote number.
Can I copy a quote?
This is not possible during this phase of beta. We will notify you when this feature becomes available. You can contact Channel Sales for assistance referencing the quote number.
What does “lock quote” mean?
If you “lock” the quote, it is no longer editable. The validity period goes into effect, and that quote will be valid for 30 days.
What if I need extended quote validity?
During beta between 9am and 5pm EST please use the chat for the fastest response. Once your quote is saved as a draft, you can contact Channel Sales for assistance referencing the quote number. You can also email portal@genetec.com at anytime.
How do I request additional discounts?
During beta, please use the chat for the fastest response. Once your quote is saved as a draft, you can contact us via chat or by emailing Channel Sales for assistance, referencing the quote number. You can also email portal@genetec.com at any time. Please note that once Genetec applies any approved additional discounts, that version of the quote will be locked. Any subsequent modifications will require a new quote that may require the additional discounts to be re-approved and re-applied, as applicable.
How can an existing TBPA be applied to a quote?
During beta between 9am and 5pm EST please use the chat for the fastest response. Once your quote is saved as a draft, you can contact Channel Sales for assistance referencing the quote number. You can also email portal@genetec.com at anytime. Please note that once Genetec applies a TBPA discount, that version of the quote will be locked. Any subsequent modifications will require a new quote and the TBPA will have to be reapplied.
What should I do once Genetec approves my TBPA or discount on my quote?
You should go to your quotes page, and find the referenced quote. You can then continue as needed.
Can additional discounts and TBPAs be automatically validated and applied?
During beta, these still need to be applied manually - but we’re working on it. Stay tuned for news later in 2023.
How can I submit my quote for Genetec to review?
During beta between 9am and 5pm EST please use the chat or at anytime contact portal@genetec.com. You can reference the project or quote ID from the online store or attach a copy of the draft quote to your email. Do not “lock” the quote if you’d like it reviewed by Genetec!
How can I see a list of all my quotes?
From the main page or from the Quick access menu you can click on Quotes.
How do I do an add-on quote?
This is not available in the beta testing of the portal. Please use the legacy online store at portal.genetec.com, or send your requests to quote system add-ons to channelsales@genetec.com.
How do I create an Advantage renewal quote?
This is not available in the beta testing of the portal. Please use the legacy online store at portal.genetec.com, or send your requests to quote Advantage renewals to channelsales@genetec.com.
7.3 Online store: orders
How do I create an order?
If you have the appropriate permissions to place an order on behalf of your company, you will have the ability to click on “Create Order” from within the quote. If you do not have the permissions, the “Create Order” button will be grayed out.
How do I submit an order?
Once you create an order, you will be asked to enter a customer purchase order number and a billing/shipping address. Once completed, you will be able to submit your order.
How do I know if my order went through?
You should receive an email confirmation that your order has been submitted and being reviewed by Genetec. You will be notified if there are any issues related to the processing of your order.
Can I submit an order for which there is no quote?
During beta you cannot submit an order in the online store without a valid (not expired) Genetec quote.
Can all my orders for Genetec be submitted through the online store?
During beta, we ask that we try to limit order submissions to quotes prepared in the online store, or that do not exceed $25,000. As functionality increases you will be able to submit all orders through the online store.
How can I see a list of all my orders?
From the main page or from the Quick access menu you can click on Orders.
How can I see the status of my orders?
This is not available in the beta testing of the portal. Please send your request to customerservice@genetec.com.
How can I find tracking info for my order?
This is not available in the beta testing of the portal. Please send your request to customerservice@genetec.com.
What do I do if I need to change or cancel an order?
Please contact customerservice@genetec.com.