At Genfare, we believe in providing support for the lifetime of your transit system experience. With projects as complex as modern transit solutions, which necessitates many moving parts, the customer experience must thoroughly cover every aspect of design, implementation, and maintenance. Our farebox warranties and ongoing support are unrivaled in the industry.
One Year Genfare Warranty on All New Hardware & Software
Genfare offers a comprehensive fare collection system warranty. Our standard warranty period is one year for all new equipment, starting on the date of delivery (for self-install) or the date of installation (for Genfare installs). In some cases where equipment is purchased well ahead of time, the start date may be the date revenue service begins. Spare parts are covered under warranty for 90 days.
Genfare will repair or replace defective items with available expedited shipping. This repaired or placement equipment is eligible under the remaining warranty period or for 90 days from date of repair/replace, whichever is longer.
During the warranty period, Genfare provides 10 free tech support phone calls per location per month to assist with fault analysis. Our tech support system grades cases by urgency, allowing those with immediate needs threatening their transit system to skip to the front of the line. Tickets can be followed up by phone or email so agencies always know the status of their support ticket.
Genfare provides free non-feature software updates during the warranty period. These updates do not add additional features or functions but do resolve bugs, lag, and other impediments affecting the guaranteed service of the product.
After the Warranty
Genfare provides two options for continued support after the warranty period expires. Our Service Contract and Project Based Support options allow transit agencies to customize an ongoing support package.
The Service Contract provides expert support, expedited service, free system updates, a 24-hour response times on initial tickets, and optional 24/7/365 support —all for one flat fee per year.
For agencies not expecting to need as much support, Genfare offers Project Based Support, which provides the same level of support on an as-needed basis. Agencies simply submit a support request and Genfare will provide a quote for service before beginning work.