27 Questions
What is the support policy document describing?
Specific support services for various products
Who should be contacted at Dishout for terminal support?
877-850-6964, Option 3
How does Transact handle third-party hardware and software-related issues?
May partner with third-party vendors if necessary
Where can Windcave outages and service notifications subscription be found?
How can clients experiencing issues with Freedom Pay hardware or software request support?
Put in a ticket at https://corporate.freedompay.com/my-freedompay-support/
What is the first step when support, replacement, or repair of a device becomes necessary?
Confirm if the device is supported
Which contact method should clients use for RMA requests involving Touch Dynamic products?
888-508-6824
What is the responsibility of the client if the hardware is out of warranty with the manufacturer?
Contact the Campus Commerce team for replacement options
During which hours is technical support available under the Standard Campus Commerce Support plan?
8 AM to 8 PM EST, Mon-Fri
What is the response target time for Severity 1 Emergency Outages under the Platinum+ support plan?
60 minutes
How many expert hands hours are available quarterly for clients under the Platinum+ support plan?
Five
Which support plan offers direct access to Senior Engineer and Senior Engineer team?
Platinum+ Support Plan
What type of issues fall within the scope of support covered by the Cloud POS application agreement?
User issues that occur during normal system and application operations
Where should clients consult for billable engagements if an issue falls outside the normal scope of Client Support?
Client Success Manager
Which of the following is considered a billable event according to the text?
Performing network diagnostics beyond application-generated errors
What is the responsibility of the client regarding the update of register software binaries?
The client is responsible for updating register binaries to the most up-to-date versions when available
What does the text define as outside the scope of support for Transact certified third-party software?
Installation or configuration of third-party software
What type of issues related to operating system and network are considered within the standard support coverage?
Operating system-generated error messages that relate to the Cloud POS application
Which activity is NOT considered a billable event according to the text?
Reporting reconciliation
What type of errors are considered outside the scope of support for Transact certified third-party software?
Troubleshooting of application-generated errors
What is NOT considered within the standard support coverage for operating system and network-related issues?
Costs of operating system version upgrades, security patch releases, or release supplements
Which activity falls under the scope of standard support coverage for Transact certified third-party software?
Functionality issues that occur during normal use of the product
What is required before further troubleshooting can commence if the device is no longer on a supported binary version?
An update will be required before further troubleshooting can commence
What activity falls under billable events in relation to operating system and network-related issues?
Re-installation of operating system due to configuration changes
What type of support coverage includes activation of new features in third-party applications?
Transact certified third-party software - outside scope of support
What type of activity is NOT considered a billable event according to the text?
Costs of operating system version upgrades, security patch releases, or release supplements
Learn about the specific support services provided for Campus Commerce product lines including Cloud Point of Sale, Mobile Ordering, Campus Cash, and third-party vendor support. Understand the troubleshooting efforts for third-party hardware and software-related issues for certified products.
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