Customer Technical Assistance Center (CTAC)

Home / Services

Technical Support Services

At Genesis Telecom Solutions, we understand the critical importance of reliable network performance. That’s why we offer comprehensive technical support as part of our telecom hardware maintenance contracts, ensuring that our clients receive expert assistance whenever they need it.

24/7/365 Expert Support

With our around-the-clock support, clients have access to a team of highly trained engineers who are dedicated to quickly resolving network issues and minimizing downtime. Whether it’s a fault repair, configuration adjustment, or troubleshooting traffic issues, our team is here to ensure your network operates smoothly and efficiently.

Broad Platform Expertise

Our engineers are experienced in supporting an extensive range of telecom platforms from leading OEMs, including Ciena, Nortel, Alcatel-Lucent, Nokia, Cisco, Arris, Tellabs, Infinera, Fujitsu, and Newbridge Networks, among others. This broad expertise allows us to deliver exceptional support for various hardware systems, providing clients with confidence in our ability to meet their specific needs.

Key Features of Our Technical Support Services

Fault Resolution & Troubleshooting
Our engineers specialize in identifying and resolving hardware faults swiftly to keep your network running seamlessly.
Configuration Support
From complex configurations to simple adjustments, we assist with setup and optimization, ensuring your systems are fully aligned with your network requirements.
Traffic Issue Resolution
We help diagnose and address traffic-related issues, ensuring optimal data flow and reducing network disruptions.
Software & Firmware Upgrades
Clients benefit from access to the latest software and firmware updates, enhancing the performance and longevity of their hardware.

Experienced, Highly Trained Engineers

Our technical support team consists of engineers with extensive knowledge of the systems we support. Trained on a wide range of telecom platforms, they bring expertise and efficiency to every troubleshooting and support request. With Genesis Telecom Solutions, you can trust that your network is in the hands of skilled professionals committed to minimizing downtime and maximizing performance.

Reliable Support for Your Network

With Genesis as your technical support partner, you’ll experience the peace of mind that comes from knowing help is always just a call away. Our proactive approach to maintenance ensures that your telecom hardware remains operational and your network resilient.

Have Any Questions?

Engineering Solutions tailored to meet the needs of our customers.

View All Services

Frequently Asked Questions

Does your company provide a warranty on hardware sales & repairs?

We offer a bumper-to-bumper warranty on all equipment sales & repairs. The length of the warranty varies depending on the customer’s needs; however, our standard is 1 year.

What is a bumper-to-bumper warranty?

The warranty covers the entire board and is not specific to the component being replaced. For example, if we replace an optical transceiver, and the board fails within the warranty period, and the problem is with a different component, then it is still covered under warranty.

Do you test the hardware you sell?

We have in-house test and repair capability covering thousands of part numbers. The hardware we sell is closely correlated with our test capabilities, so we test much of the hardware we sell.

What is your turnaround time on repairs & hardware sales

Our average turnaround time on repairs is 16 business days & 1 day for hardware sales

Do you offer a testing-only service?

Yes, our average turnaround is 3 days

I need a part number that has a particular firmware or software release. Can you provide that?

We have the capability in-house to check firmware and software and copy/program the boards in most cases, so there is a good chance we can meet your needs, however, if would be on a part-by-part basis.

Do you carry out 100% of repairs in-house or do you outsource some?

We have the in-house capability to replace any type of component including ball grid array parts. We also have deep capabilities around fiber optical component replacement which includes PMD fiber, so we carry out all repairs in-house.