:ADT

ADT

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  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

Tier 1 Concentrix agent to provide basic troubleshooting to customer.

Concentrix agent who are dedicated to support ADT customer will fully support 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

Link to firmware update procedure: http://linksinet.com/faq-fup.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, please see below instruction:

Tier 1 Concentrix agent

Transfer the call to our ADT dedicated support group x73321 or refer customer to call Dahua-ADT technical support hotline (877)609-1936.

Concentrix agent who are dedicated to support ADT customer

Agent will follow Dahua regular escalation process to Tier 2.

Products

Recorders

NVRs

Model	Image	Channels	Manual	Firmware
NVR4204-P		4
NVR4208-8P		8
NVR7416-16P-ADT-x(updated by 06/10/2017)		16
NVR3204-P (updated by 06/10/2017)		4
NVR3208-8P (updated by 06/10/2017)		8
NVR3216-P (updated by 06/10/2017)		16
NVR4416-16P		16
NVR6064 (updated by 2017/10/17)		64
NVR4XXXX-XP-4KS2-XT-Alpha
NVR7416-16P		16

DVRs

Model	Image	Channels	Manual	Firmware
XVR5104HS-ADT		4
ADT_XVR5x16HS FW upgrade		16
XVR5108HS-ADT		8
DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16)		4, 8, or 16
HCVR4104/08HS-ADT-x(updated by 27/3/2017)		4 or 8
HCVR4116HS-ADT-x(updated by 27/3/2017)		16
DVR7804S-U/DVR7808S-U/DVR7816S-U		4, 8, 16
DVR5104C(updated by 13/4/2017)		4
DVR5108C(updated by 13/4/2017)		8
DVR5116C(updated by 13/4/2017)		16

Cameras

IP Cameras

Model	Image	Manual	Firmware
IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017)
IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017)
IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017)
IPC-HDBW4231/HFW4231/HDBW5231 FW

IP PTZ Cameras

Model	Image	Manual	Firmware
SD32203S-HN(updated by 13/10/2017)
SD3282D-GN (updated by 13/10/2017)
SD22204T-GN (updated by 13/10/2017)

Software

Name	Description	Download Link
ADT VideoView (Windows)
ADT VideoView(Mac)
ConfigTool
Hard drive space calculator