JCSS

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

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

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.