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This Technical Support Policy (the “Policy”) sets out how GEN provides technical support to customers (“Customers”) and the obligations on both parties. This Policy is incorporated into, and forms an adjunct to, the Framework Agreement between GEN and the Customer. Capitalised terms not defined here have the meaning given in the Framework Agreement. If there is any inconsistency between this Policy and the Framework Agreement, the Framework Agreement takes precedence.
“Technical Support” means reasonable endeavours by GEN to assist with the diagnosis, triage, remediation, configuration, optimisation, or recovery of systems, software, networks, infrastructure, or services within the Customer’s environment or services provisioned by GEN, and related guidance. Technical Support may include remote diagnostic work, change implementation requested by the Customer, incident response, and advice. Technical Support does not include product development, bespoke engineering, or professional services outside the scope of a support case unless agreed in writing.
GEN operates a multi-tier support model. Cases may be handed off between tiers as required; time spent by each specialist is recorded against the case.
Maintaining an exhaustive list of supported hardware, software, and services is not practical as the landscape changes frequently. GEN engineers are skilled across most modern systems and services in Linux, Unix, and Windows environments, and with major hardware vendors such as HPE and Synology.
It would be impracticable to have a charge band and class for every single kind of supported service and product. Instead, GEN uses broad classifications such as cloud, infrastructure, storage, virtualisation, networking, operating systems, and applications. The applicable rate for a case is determined by the primary classification of the work being performed, as set out in the published rate schedule.
All support is provided exclusively via the GEN HelpDesk at https://support.gen.uk. Access is through issued credentials. Only authorised Customer contacts with appropriate rights and permissions may raise or manage cases. We do not provide “telephone” support or accept support requests through any other channel (including direct email to engineers, instant messaging, or social media).
Remote access required for diagnosis or remediation must be arranged and documented within the HelpDesk case. On‑site attendance (if required) is subject to availability, separate agreement, and the applicable on‑site rates and minimum charges.
At no point must any Customer attempt to contact any member of the GEN support team outside of the official channels of the HelpDesk, whether by direct email, SMS, social media, instant messaging, telephone, or any other means. Such contact breaches GEN's confidentiality obligations and may compromise the security and integrity of support processes. All communications must be conducted exclusively through the HelpDesk portal using issued credentials to ensure proper recording, audit trails, and compliance with data protection requirements.
Each case is accepted and prioritised on the basis of the information provided at the time of submission. Incorrect, incomplete, or missing information will cause delays in triage and allocation. Selecting the wrong queue or topic will also delay routing to the appropriate specialists.
To expedite triage, provide as much of the following as is available:
The HelpDesk maintains a comprehensive case record for every support request. As appropriate to the task, our tooling may capture session metadata, command logs, console output, screen logs or snapshots, and other diagnostic information to provide a complete audit trail of actions taken. This material is stored securely and used to deliver, evidence, and improve support services.
All case communications, file attachments, diagnostic outputs, and work performed are recorded within the HelpDesk system. This ensures complete traceability and enables effective collaboration between support tiers and specialists. The system maintains version control of all changes and provides a chronological timeline of the case progression.
At the conclusion of each case, GEN provides a comprehensive response that includes:
This comprehensive documentation ensures transparency, supports knowledge sharing, and provides a complete record for compliance and auditing purposes. For more detailed information about HelpDesk processes and capabilities, see the HelpDesk knowledge base article How the HelpDesk works.
Any processing of personal data is carried out in accordance with GEN’s Privacy Notice and applicable law. See our Privacy Notice.
Service Levels and Rates are inter‑related and are published at Support Rates. Rates may change over time to reflect market trends and inflation; that page is the authoritative source and always reflects the current rates.
Time is recorded by specialists as they work on a case and is billed at the rate applicable to the service level, classification, channel, and time of day (for example, standard hours, out‑of‑hours, or public holidays).
The HelpDesk automatically selects the applicable rate for each case based on the case details, speciality, channel, classification, and service level. The HelpDesk always shows the cost to date for the case. Invoicing provides a full breakdown of charges, including activities performed, time entries (with any published rounding increments), applicable rate bands, dates/times, and the personnel or tier performing the work.
Billable time may include diagnosis, remediation, implementation, documentation, testing, coordination, and case communications. Travel, on‑site attendance, and third‑party costs (where required) are charged at the published rates and terms. Where a different rate or service level has been expressly agreed for a particular engagement (for example, via an Order, Statement of Work, or service‑specific schedule), that specific rate or service level applies to the relevant work.
Pre‑pay: The Customer purchases support credit in advance. Work is drawn down against the available balance as time is recorded. Preferential rates may apply to pre‑pay credit as published. If the balance is insufficient, the account will automatically switch to post‑pay billing at the applicable rate up to the Customer’s agreed credit terms and credit limit. Where no credit facility exists or the credit limit would be exceeded, non‑emergency work will pause until the balance is topped up or an alternative arrangement is agreed.
Post‑pay: Work is billed in arrears at the applicable rates, subject to the Customer’s agreed credit terms and credit limit. Post‑pay usage is permitted up to the available credit limit. If the credit limit would be exceeded, GEN may require a pre‑pay top‑up or advance payment, and non‑emergency work will pause until sufficient headroom is available or an alternative arrangement is agreed. Different rates may apply to post‑pay, as published. GEN may also require a pre‑pay top‑up or advance payment for high‑risk or out‑of‑hours work.
The operation of pre‑pay and post‑pay, including any minimum charges, increments, or discounts, is as set out on the Support Rates page and any applicable Order or SOW.
Technical Support is provided on a best‑efforts basis, including for systems and services that GEN does not officially supply or support. Whilst GEN will use reasonable skill and care, no outcome is guaranteed and time‑to‑resolution is not assured. Resolution may depend on third‑party vendors, warranties, or constraints outside GEN’s control. To the maximum extent permitted by law, GEN’s liability is limited as set out in the Framework Agreement.
All support activity, communications, and artefacts must be recorded within the HelpDesk case. Communications outside the HelpDesk are not accepted for case work (including telephone, direct email, SMS, consumer messaging, or social media). Using the wrong channel may cause delays and could prevent work from commencing.
Every GEN Customer is assigned an Account Manager, as a single point of contact for all matters related to the Customer's account. Escalations should be directed to the Account Manager who has direct access to team leaders, supervisors, managers and technical staff to rapidly escalate any issues or concerns.
GEN may amend this Policy from time to time. Material changes will be notified in accordance with the Framework Agreement. Changes take effect prospectively from the stated effective date or, if none, from the date of posting.
This Policy is incorporated into the Framework Agreement and does not operate as a standalone agreement. If there is any inconsistency between this Policy and the Framework Agreement, the Framework Agreement takes precedence.
All complaints relating to support must be raised via the HelpDesk at https://support.gen.uk. Complaints will be addressed promptly and comprehensively in accordance with this Policy and the Framework Agreement.