|
Standard
|
|
POS - Fault Description
|
Call Priority
|
Response time
|
|
No Eftpos on any Register
|
HIGH
|
Immediate assist
|
|
No Registers working
|
HIGH
|
Immediate assist
|
|
Multiple Registers not working
|
HIGH
|
1 Hour
|
|
Single Register not working
|
MEDIUM
|
4 Hours
|
|
No Eftpos on one Register
|
MEDIUM
|
5 Hours
|
|
Peripheral hardware fault
(Cash drawer, receipt printer, customer display etc)
|
MEDIUM
|
6 Hours
|
|
|
|
|
|
Back Office - Fault Description
|
Call Priority
|
Response time
|
|
Unable to update pricing to registers/scales
|
HIGH
|
1 hour
|
|
Back Office date is incorrect
|
MEDIUM
|
2 hours
|
|
Unable to apply batches/specials/host
|
MEDIUM
|
4 Hours
|
|
Unable to print batches/specials/host talkers/labels
|
MEDIUM
|
4 Hours
|
|
Unable to pickup batches/host/specials
|
MEDIUM
|
4 Hours
|
|
New (General) Install Issues (1 month from Install date)
|
MEDIUM
|
4 Hour
|
|
|
|
|
|
End of week failed no specials at front
|
HIGH
|
Immediate assist
|
|
End of week failed
|
MEDIUM
|
4 Hours
|
|
End of day failed
|
MEDIUM
|
6 Hours
|
|
Backup failed
|
LOW
|
Next day
|
|
|
|
|
|
Back office computer error - cannot use
|
HIGH
|
1 hour
|
|
Unprocessed file in LBOSS
|
MEDIUM
|
4 Hours
|
|
LBOSS error all operations suspended (front end ok)
|
MEDIUM
|
4 Hours
|
|
Back office computer error – can still use
|
MEDIUM
|
6 Hours
|
|
LBOSS error software key not detected
|
MEDIUM
|
6 Hours
|
|
Back Office printer not working
|
MEDIUM
|
6 Hours
|
|
Sales figures not transmitted to Head Office
|
MEDIUM
|
6 Hours
|
|
Balancing Issues
|
MEDIUM
|
6 Hours
|
|
Issues identified as ‘training required’
|
LOW
|
Next day
|
|
General questions
|
LOW
|
Next day
|
|
|
|
|
|
Ezi-mobile - Fault Description
|
|
|
|
Lost comms with back office
|
LOW
|
Next day
|
|
|
|
|
|
Ezi kiosk - Fault Description
|
|
|
|
All fault conditions
|
LOW
|
Next day
|
|