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,… Continue reading JCSS Cloudvue Support Policy
Tag: Cloudvue Support
Cloudvue SRE Escalation Process
Title Cloudvue SRE Escalation Process Description Normally Engineering requests assistance from the SRE team however there are certain instances when L3 can create tickets directly with the SRE team. In general, the SRE Team handles Cloudvue infrastructure issue, outages, portal logins and DB issues. Solution Please reference the confluence document “Support SRE Escalation” for additional… Continue reading Cloudvue SRE Escalation Process
Cloudvue RMA Process – North America
Description Cloudvue RMA process North America Solution NOTE: Cloudvue RMAs must be created by L3. Please escalate to L3 for RMA approval and creation.Once the device has been troubleshot and L3 confirms that an RMA to either repair or replace is needed perform the following:
Cloudvue SSH Tunneling
Description Certain information gathering or troubleshooting tasks such as gathering logs, doing software or firmware updates require remote access to devices. This is where tunneling comes into play and the following instructions explain the process. Products Tunneling Machine Setup To properly setup your tunneling machine the following must be completed once. The basic steps are:… Continue reading Cloudvue SSH Tunneling