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Cummins CARE Phone Call Queues/ Where Do I Send This Call?

Below is a quick reference table of the different teams within CARE via phone transfer based on the
type of customer needing support:
Supports All Customers; Dealers,
Supports Certified Dealers & Supports End Users/Direct
Distributors & End Users/Direct Customer
Distributors Customers

Level 1 Product Service Info (PSI)
Level 1 Diagnostic (SPS) (51058) (51063)
Level 1 Fleet Support (51071)
Level 1 Service Locator (51062)
Hours: Mon-Fri 08:00-18:00 EST
E-Commerce/Shop Cummins (51032)
Level 1 French Diag (51066) Hours: Mon-Fri 07:00-20:00 EST
Level 1 Electronic Service Tools (DPS)
(51060)
Level 1 Filtration Technical Assistance
(51089)
Hours: Mon-Fri 08:00-18:00 EST
Level 1 General Support (51094)

Level 1 Warranty (SPS) (51061) Level 1 Guidanz (51051)

Level 1 Catastrophic (SPS) (51065)

Hours: Mon-Fri 07:30-19:00 EST Level 1 Connected Products (51052)

Warranty Policy, Engine Mods,

Admin, Dataplate (51034) Level 1 IAM (51053)

Warranty Billback, Credits,

Extended Coverage (51035) Level 1 French (51067)

FleetCal Zapit (51037)Hours: Parts Pricing & Availability (51038)

24/7 Hours: Mon-Fri 07:00-20:00 EST
Warranty (PowerGen Dealer) (51039)
Parts Order Status/Follow Up (51040)Hours:
Hours: Mon- Fri 08:00-19:00 EST
Mon-Fri 07:00-20:00 EST
Parts Level 2 Escalations (51027)
Hours: Mon-Fri 07:00-20:00 EST
Recon Engines (51030) Hours:
Mon-Fri 07:00-20:00 EST
Parts French (51031) Hours:
Mon-Fri 07:00-20:00 EST
Parts Spanish (51041) Hours:
Mon-Fri 07:00-20:00 EST
Subscriptions/Electronic Service Tool
Purchases (51033)
Hours: Mon-Fri 08:00-20:00 EST
Sat 8:00-12:00 pm EST
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• Care Phone book link for details: Phone Book Link

Certified Service Providers (Dealers/ Distributors NOT Customers/ End Users)

Technical Support

Level 1 Engine Diagnostic SPS (51058)

• Provides technical / diagnostic support for Cummins engine products for English & Spanish
speaking customers.

Level 1 Fleet Support (51071)

• Provides technical / diagnostic support to dealers who have a Fleet Support customer in
their shop. Should rarely be used to transfer, if needed transfer to L1 Diagnostic to verify
customer meets criteria.
• Hours of Operation: Hours: Mon- Fri 08:00-18:00 EST
o Urgent Afterhours: For diagnostic support send to L2Diagnostics
o Non-urgent Afterhours: FST@cummins.com

Level 1 French Diag (51066)

• Provides technical / diagnostic support for Cummins engine products for French speaking
customers.

Warranty Support

Level 1 Warranty SPS (51061)

• Provides confirmation of coverage, claim filing support, also includes Support Plan claim
support.
o RSW Access Request-
▪ If the dealer had access to RSW historically and now have are having an access
issue, transfer to Level 1 Electronic Service Tools (51060).
▪ If the dealer is requesting access to RSW for the first attempt and has already
raised the request, refer an email to warranty@cummins.com.

Level 1 Catastrophic SPS (51065)

• Provides claim filing assistance for catastrophic (engine block or crankshaft damage beyond
reuse) repairs that are completed and are ready to claim file.

Warranty Policy, Engine Mods- Admin, Dataplate (51034)

• Provides support with policy requests including raising initial request and existing policy
request status updates.
• Provides administrative support for engine modifications including documenting engine
modification and determining associated charges/fees.
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• Provides support with replacement data tag/ data platerequests.

Warranty Billback, Credits, Extended Coverage (51035)

• Provides updates to existing billback / credit corrections.
• Provides extended coverage pricing, purchasing and administrates/ documents extended
coverage purchase.

Warranty (PowerGen Dealer) (51039)

• Provides warranty support for Power System Products

Parts Support
Cumpas / Smart Equip Order Status (51029)
• Provides support on Cumpas and Smart Equip order status.
o Smart Equip customers include Sunbelt Rentals, Herc Rentals
• DOES NOT- Provide support on Cumpas application, or password/login issues.
• Hours of Operation: Monday- Friday 07:00-20:00 EST
o Afterhours: Call gets routed to local distributor based on area code.

FleetCal Zapit (51037)

• Provides support on ordering fleet counts, fleet calibrations, zap it-s through the
Marketplace application

Direct Customers / End Users

Level 1 Product Service Info PSI (51063)
• Provides technical, diagnostic, and general warranty information to the extent of published
materials support to direct end users/ customers.
• If you have an end user and are unsure where to send for support, please check with a Senior
Analyst or Supervisor first.

Level 1 Service Locator (51062)

• Provides support to determine nearest Cummins certified repair facility for service event.

E-Commerce/Shop Cummins (51032)

• Provides support to direct customers / end users pertaining to online orders placed on
shop.cummins.com.
• Hours of Operation: Monday- Friday 07:00-20:00 EST
o Afterhours: Direct email toshopcummins@cummins.com
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All Customers; End Users, Dealers & Distributors

Technical Support
Level 1 Electronic Service Tools DPS (51060)
• Provides technical / diagnostic support for Cummins electronic tools (INSITE, PowerSpec,
Inline adapters, License Configuration Tool, Update Manager, etc).

Level 1 Filtration Technical Assistance (51089)

• Provides technical/ diagnostic support for Fleetguard filtration products to both direct
customers/ end users and shops.
• Hours of Operation: Monday-Friday 08:00-18:00 EST

Level 1 General Support (51094)

• Used for afterhours support, in the event that L1 queues isn’t staffed a call will route to this
queue.
• Hours of Operation: Monday- Friday 20:00 EST-07:00 EST

Level 1 Guidanz (51051)

• Provides support for issues related to Guidanz web and mobile based applications.
o This is for issues with the applications themselves, not for engine diagnostic or
troubleshooting

Level 1 Connected Products (51052)

• Provides technical / diagnostic support for Cummins connected products (telematics) such
as Connect Cloud, Power Command Cloud, and Connected Diagnostics

Level 1 IAM (51053)

• Provides support for reclaim, username and password set up, password resets, re-adding
access.

Level 1 French (51067)

• Provides technical, diagnostic, and general warranty information to the extent of published

Parts Support
Hours of Operation: Monday-Friday 07:00-20:00 EST
Afterhours: Call gets routed to local distributor based on area code.

Parts Pricing & Availability (51038)

• Internal transfer queue. Calls assigned as Primary for Option 1, Tier 1
• Provides support for all part pricing/availably and order placement for a KNOWN part number.
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o If part number is not known, send to 51027 to research.

Parts Order Status/Order Follow up (51040)

• Internal transfer queue. Calls assigned as Primary for Option 2, Tier 1
• Provides support for existing order status / order follow up, tracking information.

Parts Level 2 Escalations (51027)

• Parts lookup, superseded parts, obsolete parts, engine, and power generation part research.
• Internal transfer queue as escalations for Option 1, Tier 1
o If not urgent and don’t wish to wait on potential long hold time: Use internal
QSOLHelp Ticket Process.
• Not technical support for form/ fit/ function
• Does not support ship quality issues, follow regional guidelines, or contact the quality
department

Recon Engines (51030)

• Provides Recon engine pricing, availability, placing orders and specifications of a Recon
engine.

Parts French (51031)

• Provides parts related support for French speaking customers regarding pricing, availability,
placing orders.

Parts Spanish (51041)

• Provides parts related support for Spanish speaking customers regarding pricing,
availability, placing orders.

Subscriptions/Electronic Service Tool Purchases (51033)

• Assists with purchasing of QuickServe, INSITE, INCAL, GUIDANZ Immediate Assessment
through the Marketplace application. Provides access to the PowerSpec application.

Change log:

- 51038 – new - 3/8/2021

- 50127 – modified existing queue - 3/8/2021
- 51037 – new 3/8/2021
- CSSNA PARTS SUPPORT Warranty (PowerGen Dealer) 51039 – new 5/18/2021
- CSSNA PARTS SUPPORT Warranty Billback, Credits, Extended Coverage (51035) – new 5/18/2021
- Level 1 Diagnostic (51058) – changed to Level 1 Engine Diagnostic (51058) – 5/18/2021
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- CAC – changed to Parts Support – 6/18/2021

- CSSNA Parts Support Cumpas - changed to CSSNA PARTS SUPPORT SmartEquip (51029) – 6/18/2021
- CSSNA CAC ReCon Engines (51030) Hours: Mon- Fri 07:00-20:00 EST – 6/18/2021
- CSSNA PARTS SUPPORT SmartEquip (51029) - changed to Cumpas / Smart Equip (51029) – 9/7/2021
- Cumpas/Smart Equip (51029) – changed description – 9/7/2021
- CSSNA PARTS SUPPORT E-Commerce (51032) – changed to E-Commerce/Shop Cummins (51032) – 9/7/2021
- CSSNA PARTS SUPPORT Parts (51027) – changed to Parts Level 2 Escalations (51027)
- –9/7/2021
- CSSNA PARTS SUPPORT Parts (51038) – changed to Parts Pricing & Availability (51038)
– 9/7/2021
- 51040 – new 9/7/2021
- CSSNA Recon Engines (51030) – changed to Recon Engines (51030) – 9/7/2021
- 51051 – new 9/7/2021
- 51052 – new 9/7/2021
- 51053 – new 9/7/2021
- 51060 – updated description, per Willy Hayes – 9/7/2021
- 51059 & 51093 – removed, now part of L2 10/18/2021
- 51068 – removed, no longer used 10/18/2021
- 51029 – removed, no longer used 10/18/2021
- 51063 – 11/9/2021 changed second bullet - If you have an end user and are unsure where to send for
support, please check with a Sr Analyst or Supervisor first
- 51041 – splash new 11/12/2021
- 51037 - change the from Mon-Fri 7:00-20:00 EST to 24 /7 (2/1/2022)
- 51033 - add Electronic Service Tool Purchases 9/30/2022