A dedicated Support Manager will be appointed for each customer to ensure that pre-agreed service levels are always maintained, and to provide a single point of contact to escalate any issues. They will also carry out regular reviews of performance, covering all aspects of support safeguarding the customer's investment:
Helpdesk - This is the first point of contact, where calls are logged and the nature of the problem is determined. Where possible, the helpdesk will advise staff on any action they may take to resolve the problem. As appropriate, the Software Support or Hardware Maintenance teams will be notified to assist in resolution of the problem. Once logged on the Helpdesk, calls are only closed following confirmation by the site that the problem has been resolved. The helpdesk is available 24 hours per day, 365 days per year.
Software Support - The Software Support Team provide in-depth knowledge of the Self Service Kiosks Ltd systems and will be able to resolve the majority of problems using remote access software tools. These tools also allow the support staff to take control of the application at the client site and in most instances, check that problems have been resolved. Where necessary, they will utilise the experience of a team of programmers, which is available during office hours.
Hardware Support - Self Service Kiosks Ltd utilise the knowledge and experience of a specialised Hardware Support company experienced in supporting IT solutions within Hospitality environments. They provide a nation-wide team, delivering tailored levels of response and call-to-fix according to customers' needs, 24 hours per day, 365 days per year.