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