Difference between revisions of ":ADT"
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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. | 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=== | ===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=== | ===Firmware Download=== | ||
Dahua-ADT device has a special firmware which different with DNA firmware. | 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 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. | 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=== | ===Call Escalation=== | ||
| − | When escalation needed, | + | 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''' | |
| − | 2 | + | Agent will follow Dahua regular escalation process to Tier 2. |
==Products== | ==Products== | ||
Revision as of 21:39, 19 September 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
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
DVRs
Cameras
IP Cameras
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 |
