:ADT
Contents
ADT
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.
Products
Recorders
NVRs
Model | Image | Channels | Manual | Firmware |
---|---|---|---|---|
NVR4204-P | 4 | [Manual URL |
[FIRMWARE URL | |
NVR4208-8P | 8 | [Manual URL |
[FIRMWARE URL | |
NVR7416-16P-ADT-x(updated by 06/10/2017) | 16 | [Manual URL |
[FIRMWARE URL | |
NVR3204-P (updated by 06/10/2017) | 4 | [Manual URL |
[FIRMWARE URL | |
NVR3208-8P (updated by 06/10/2017) | 8 | [Manual URL |
[FIRMWARE URL | |
NVR3216-P (updated by 06/10/2017) | 16 | [Manual URL |
[FIRMWARE URL | |
NVR4416-16P | 16 | [Manual URL |
[FIRMWARE URL | |
NVR6064 (updated by 2017/10/17) | 64 | [Manual URL |
[FIRMWARE URL | |
NVR4XXXX-XP-4KS2-XT-Alpha | [Manual URL |
[FIRMWARE URL | ||
NVR7416-16P | [Manual URL |
[FIRMWARE URL |
DVRs
Model | Image | Channels | Manual | Firmware |
---|---|---|---|---|
XVR5104HS-ADT | [Manual URL |
[FIRMWARE URL | ||
ADT_XVR5x16HS FW upgrade | [Manual URL |
[FIRMWARE URL | ||
XVR5108HS-ADT | [Manual URL |
[FIRMWARE URL | ||
DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16) | [Manual URL |
[FIRMWARE URL | ||
HCVR4104/08HS-ADT-x(updated by 27/3/2017) | [Manual URL |
[FIRMWARE URL | ||
HCVR4116HS-ADT-x(updated by 27/3/2017) | [Manual URL |
[FIRMWARE URL | ||
DVR7804S-U/DVR7808S-U/DVR7816S-U | [Manual URL |
[FIRMWARE URL | ||
DVR5104C(updated by 13/4/2017) | [Manual URL |
[FIRMWARE URL | ||
DVR5108C(updated by 13/4/2017) | [Manual URL |
[FIRMWARE URL | ||
DVR5116C(updated by 13/4/2017) | [Manual URL |
[FIRMWARE URL |
Cameras
IP Cameras
Model | Image | Channels | Manual | Firmware |
---|---|---|---|---|
IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017) | [Manual URL |
[FIRMWARE URL | ||
IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017) | [Manual URL |
[FIRMWARE URL | ||
IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017) | [Manual URL |
[FIRMWARE URL | ||
IPC-HDBW4231/HFW4231/HDBW5231 FW | [Manual URL |
[FIRMWARE URL |
IP PTZ Cameras
Model | Image | Channels | Manual | Firmware |
---|---|---|---|---|
SD32203S-HN(updated by 13/10/2017) | [Manual URL |
[FIRMWARE URL | ||
SD3282D-GN (updated by 13/10/2017) | [Manual URL |
[FIRMWARE URL | ||
SD22204T-GN (updated by 13/10/2017) | [Manual URL |
[FIRMWARE URL |