Difference between revisions of ":ADT"
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2. Inform the customer that they can contact Dahua-ADT technical support hotline (877)609-1936. | 2. Inform the customer that they can contact Dahua-ADT technical support hotline (877)609-1936. | ||
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Revision as of 16:30, 2 April 2019
Contents
ADT
ADT Online Resource
Support Process
Objective
Provide a complete instruction to ensure that all agents have clear understanding in support ADT customer. Accurately transfers the relevant information and facilitates compliance with reading and using this SOP.
Procedure
When Convergys agent receive technical support call from ADT installer or ADT customer, Convergys agent will provide basic troubleshooting to customer.
Firmware Download
Dahua-ADT device has a special firmware which different with DNA firmware. Link to download Dahua-ADT device firmware: http://linksinet.com/download.html Please be sure to confirm the model number and serial number to confirm that customer owns ADT device. When in doubt, ask Tier 2 agents to confirm before providing the download link to customer.
Call Escalation
When escalation needed, Convergys agent have two options below:
1. Follow Dahua regular escalation process.
2. Inform the customer that they can contact Dahua-ADT technical support hotline (877)609-1936.
