Tag: Cloudvue Subscription

Categories
Cloudvue Cloudvue Cameras Knowledge Support Cloudvue Gateway Support Categories Products

Prompted to “Checkout” When Saving Cloudvue Subscriptions

Description 

When using a global admin staff account I am being prompted to CHECKOUT and provide credit card information when updating camera subscriptions.

Product 

  • C2C
  • Cloudvue Gateway

Steps to Reproduce 

  • Access device via Cloudvue Manager
  • Expand Subscriptions
  • Apply desired subscription to all cameras
  • Click SAVE SUBSCRIPTIONS button

Expected Results 

  • SAVE SUBSCRIPTIONS button is displayed and subscriptions are saved when clicked

Actual Results 

  • CHECKOUT button is displayed and Credit Card Information is required

Solution

Check the Partners FIN Type. If the partners FIN Type is set to Stripe then the end user will need to use Cloudvue.com or Cloudvue Mobile to apply the subscriptions themselves and provide a credit during checkout.

See AES-995 for additional details.

Categories
Cloudvue Knowledge Support Support Categories Products

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