Process to contact Avigilon for support


Question

Process to contact Avigilon for support

Answer

Avigilon Support Information:
Operating hours 

  1. ** Sales, Order Management (OM), Tech Support P2-P4, and Repair (RMA) issues *** 

Sunday 4:30 pm PST - Friday 6 pm PST
Limited on-call telephone support is available for critical issues. You may be required to leave a message for a callback. Avigilon will attempt to return all calls within 2 hours. Note that support for Access Control / ACM is limited during this period

  1. *** P1 Tech Support Only *** 7x24 On-call telephone support for critical issues

Includes support from Friday 6 pm PST - Sunday 4:30 pm PST

Edesix for FBI
Edesix customer calls in via 1-800-MSI-HELP and chooses Mobile Video and tech support options

  • Tech Triage identifies Edesix FBI customers by keywords or customer ID
  • Tech Triage asks if the issue is with the Avigilon Dell server used for Video Manager
  • If so, Tech Triage informs the customer they will be warm transferred to Avigilon support for Dell server issues
  • Technical Triage contacts Avigilon support via their main telephone support number 1-888-281-5182 and selects the tech support option:
  • Avigilon offers an option to leave a message for a call back at the agent’s discretion if there's a long wait.  NOTE:  If you are leaving a message for a callback be sure to use the end customers contact information for the call
  • Tech Triage should ask for the Avigilon case number, adds the case number to the SalesForce case, and closes the Salesforce case

 
Avigilon International
Customer calls CMSO Customer Care using in-country call number by mistake

  • Customer Care validates the customer is seeking Avigilon support
  • Customer Care informs the customer they will be warm transferred to Avigilon support. If unable to warm transfer, relay the support number to the customer.
  • Customer Care looks up the Avigilon regional support number via the Avigilon support site. Click on the International bar for per-country numbers.
  • Contact Avigilon support via their main regional telephone support number (i.e. Brazil is (+55)  0800 099 9121). Select the appropriate option based on the customer's request.
    • Option 1 = Tech Support
    • Option 2 = Sales Inquiries
    • Option 3 = Order and Returns
    • Option 4 = Billing
  • Avigilon offers an option to leave a message for a call back at the agent’s discretion if there's a long wait.  NOTE:  If you are leaving a message for a callback be sure to use the end customers contact information for the call
  • Customer Care should ask for the Avigilon case number, adds the case number to the SalesForce case, and closes the Salesforce case.  Do not share the SalesForce case number with the customer.


Avigilon Sales (North America)
Customer calls in via MSI support numbers that route to CMSO teams (Tech Triage, Customer Care, or TSO). 

  • Identify the Avigilon customer by keywords (products, no MSI customer ID in the system). Examples are:
    • Avigilon sold Edesix cameras outside of the FBI
    • Avigilon products (Hx cameras, ACC, Analytics)
    • Avigilon solutions
  • Inform the customer they will need to contact Avigilon support via their main telephone support number 1-888-281-5182 or via email at
    NOTE: Avigilons website may be referenced for contact information. 
    NOTE: If an emergency, warm transfer all technical support calls

 
Avigilon CMSO Incident generated by Customer Care or Tech Triage (P1-P4) 

  • Identify Avigilon customers by keywords
    • Avigilon sold EDESIX body-worn cameras
    • Avigilon products
  • Forward Incident detail to support@avigilon.com.  Include in email notice to Avigilon support that INC was misrouted to your TSO team, and the Avigilon agent is to reach out to the customer.
  • P1 Only 7x24**  Reference Avigilon Case ID received via automated response, contact Avigilon support via their main telephone support number 1-888-281-5182 and inform agent there is a P1 incident that was misrouted.
    • Warm transfer to Avigilon Support
    • Update Remedy/Edge case notes, close Incident.
  • P2-P4 Reference Avigilon Case ID received via automated response
    • Update Remedy/Edge case notes to inform the customer the Incident was transferred to Avigilon Customer Support.  Avigilon will be reaching out to customers.  If needed, customers can contact Avigilon support via their main telephone support number 1-888-281-5182 and reference provided Avigilon case number.  Close Remedy/Edge incident.