1. Best Practices for Support and Service
Hello and Welcome
Best Practices for Support and Service
Aruna Disanayaka

2. Installation What to Consider Prior to Installation
Get hardware that meets specs
Collect requirements from customer
If using Wi-Fi for mobile devices, conduct a site survey to map out the signal layout
Stage system in office and test thoroughly
#1 - (speed, OS, RAM)
#2 - (menu requirements, taxes, reports, coupons, credit card platform, etc.) - Do you use a standard questionnaire? How do you collect all this information? Do you take screen shots of every screen on their current POS?

3. Installation What to Consider Prior to Installation
Standardize equipment
Use templates
Use RMNETMON
Test Redundancy
Other ideas…

4. Installation What to Consider during Installation
Make sure all nodes in the system receive clean power - install line conditioners
Test system thoroughly, especially areas that directly affect finances such as credit cards, gift cards
Setup remote access for the site to remote troubleshooting, which includes access to each terminal
#2 - (open session, run credit cards, split payments, tips, adjust tips, close batch, run cc in offline mode, close batch, run reports, balance cash drawers, etc.)

5. Installation What to Consider after Installation
Make sure the customer is signed up for a maintenance plan
Backup data daily/weekly
Keep server up-to-date with Windows updates
Keep RM up-to-date with current builds
Periodically monitor system for any possible issues that can cause an outage
#5 - (HD running out of space, server being used for non-RM purposes adding an excessive load)

6. How to reduce end user support load
Cheat sheets and quick reference guides for end user
Short training webinars
Tutorials
Other ideas…?