Description
JCSS customers and field techs should not be contacting Cloudvue technical support directly. However once BSNA has initiated a support case and we can freely work with all parties to resolve the issue.
Solution
All Initial JCSS Cloudvue support cases must go through the appropriate support center, Customer Care for customers and the Birmingham, Alabama Support Center (BSNA) team for JCI technicians, they should not contact Cloudvue support directly. Either support center can be reached by calling 877-270-4446 and choosing the appropriate option.
Once BSNA has initiated a case we can freely work with all parties to resolve the issue.
Support techs should attempt to determine if the caller is a JCSS field tech or customer. This can sometimes be done by simply seeing if their email address is @tyco or @jci. You can also search for the account in Cloudvue Manager, using the MAC address of any video device, and checking the PARTNER ID for JCSS.
If it is determined the caller is a JCSS field tech or customer and that they have not already worked with either BSNA or Customer Care they should be soft transferred to the appropriate destination by calling 877-270-4446
IMPORTANT
In addition to needing to go through JCSS customer care, JCSS customers are not permitted to have admin access to make changes to systems, to create/edit users, add cameras, or make system changes. The customer will need to create a ticket with the JCSS team.