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Cloudvue Subscription Support Policy

Description 

Details regarding the proper handling of Cloudvue subscriptions.

Solution

IMPORTANT

Support should NEVER add or change subscriptions for a customer, partner, or JCSS account.

Authorized Account User

An authorized user could be the partner, or another user listed on the account

  • Lookup the Account in CVM (CVM > Search > Account)
  • Provide the contact’s name and phone number listed to the caller
  • If the contact is also a user, provide their email address to the caller
  • If no contact information is available
    • locate and provide the email of an authorized user
    • Expand Users to view the list of Authorized Users
    • Ignore users with emails addresses related to Cloudvue, Exacq or JCI  
    • Provide the caller with an email of any remaining authorized Users
    • If the account has no Authorized Users
      • Contact Sales to see who we are billing for the account
      • Ask the customer to contact that individual

Determining the Partner ID

  • Cloudvue Manager > Search Account
  • Check the PARTNER ID
  • If JCSS see the section labeled JCSS below
  • Otherwise use  Customers or Partners

Customers

When a customer has subscription questions support should

  • Assist Authorized Account Users with questions on how to apply or modify a subscription
  • Determining the appropriate subscription based on resolution and the end user’s retention requirements
  • Instruct and provide contact information either for their Partner or an authorized user  on the account

NOTE: Non-authorized users should be directed to contact their Partner or an authorized user  on the account

Partners

When a Partner has subscription questions support should

  • Assist with questions on modifying or changing a subscription
  • If the Partner does not know the subscription needed they should contact the end user and get their desired retention policy

JCSS

When a JCSS field tech,  customer  or JCSS partner has questions regarding missing subscriptions or subscription questions in general

  • Refer them to the appropriate support center, Customer Care for customers and the Birmingham, Alabama Support Center (BSNA) team for JCI technicians  and Partners
  • Provide the contact information before transferring
  • Cloudvue – Account Setup or Subscription issues – 800-453-2247 option 4-1-1-2
  • Product Support Group – All Products – JCSS Tech  – 877-270-4446 
  • Product Support Group – All Products – JCSS Customers – CSG Team – 800-289-2647
  • Email: productsupport@tyco.com

Cloudvue Training

For overall training of Cloudvue Web, Cloudvue Mobile App, Cloudvue Access or Cloudvue Manager Authorized Users should be directed to email Brandon Castle at brandon.castle@jci.com