Shiji Global Support Services Guide

Infrasys Global Support Services Guide

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Infrasys Global Support Services Guide

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Date Updated: 9/09/21
 Global Support Services Guide

Contents
Introduction............................................................................................................................................. 3

Global Help Desk ......................................................................................................................................................... 3

Software Support Workflow ..................................................................................................................................... 4

Software Support SLA & Priority Levels ................................................................................................................. 5

Infrasys Cloud Point of Sale ..................................................................................................................... 5

Hardware Support & Response Time ...................................................................................................................... 6

Service Level Adherence Issue Escalation Process ............................................................................................... 6

Case Resolution & Closure Criteria .......................................................................................................................... 7

Scope of Support ......................................................................................................................................................... 7

Customer Obligations ................................................................................................................................................. 8

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Introduction
This purpose of this document is to describe the support services you have purchased from Shiji and
explain how to best utilize them. Also described are the Service Level guidelines, escalation
procedures, and the general processes used within the global support environment.

Global Help Desk

Shiji provides 24x7x365 support coverage via phone or Shiji Support Portal. Shiji support team is made
up of industry and product specialists. Industry experienced and product trained resources are
assigned to the support function to ensure a high quality for support delivery.

Inbound Support Channels

• Web-based Ticket management via Shijicare Customer Portal

https://support-intl.shijigroup.com/portal/

• Customer Website for support contact information by Country:

https://infrasys.shijigroup.com/support

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Software Support Workflow

The below workflow defines how each support request raised is handled until resolution.

Based on the above workflow all support cases are processed for resolution by the following three
tier support escalation process.

Level 1 Identify Caller, Verify Entitlement, Document Support Request & Triage
Reported Issue, Attempt resolution based on time & Priority

Level 2 Ability to solve complex problems, Attempt resolution based on time & priority,
review and finalizes further escalation

Level 3 - R&D In-depth product knowledge and works with R&D in final resolution or including
into the product roadmap

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Software Support SLA & Priority Levels

Infrasys Cloud Point of Sale

Below are the guidelines defining the amount of time before work begins on a case and the duration
of time a case remains open, are based on the following priorities:
Priority Level Response Time Resolution Time Goal
P1 Immediate/1st Available 90% in 8 hours
P2 2 Hours 90% in 24 hours
P3 4 Hours 80% in 5 days
P4 24 Hours 80% in 10 days
P5 48 Hours 30 days

The priority levels are defined by some guidelines on some sample issues.
Priority Level Problem Category Symptoms/Examples
P1 (Critical) System nonoperational. The Hosted • Primary and Backup Servers
System is unavailable, or a major part down
of the functionality is not working
properly affecting all users. • All terminals down
• Terminals not communicating
with Server
P2 (High) Major breakdown of the Hosted • Issue with Daily close or Daily
System. Partial system failure start procedures
significantly impacting • Outlet down
operations and revenue and a • Print Queue or Kitchen Display
reasonable workaround scenario System
is not available. • 25% or more of
installed terminals
down
• Interface down
P3 (Medium) Partial system failure • One terminal down
moderately impacting • Multiple terminals down, but
operations and a reasonable less than 25% of installed
workaround scenario is not terminals
available. • One or more printers down
• Reporting not generating or
balancing
P4 (Low) Non-critical issues or procedural • Configuration issues
clarifications. One user impacted. • Minor printing problems, items
not printing in correct location
P5 Infrasys customizations & system • New payment, discounts,
(Infrasys configuration changes. Most will be at menu items or any
Customization) the local hourly support rate. configuration changes

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• Custom Programs Interfaces

• Scheduled Services
• Equipment
Installation/Relocation

Hardware Support & Response Time

Cases pertaining to hardware are handled by local Shiji country office or dealer. The case created for
such issues would be reviewed by global support desk and is transferred to respective country office
or dealer for resolution.
The standard response time for such issues once the case has been transferred by the global help desk
is 48 hours
Customers are encouraged to keep in stock spares (workstation and printers)

Service Level Adherence Issue Escalation Process

The following is an outline of case escalation processes for Shiji Support Customers. If at any time a
customer feels that the level of support they are receiving does not meet the defined service level
guidelines or expectations, they are encouraged to utilize the following procedures. This escalation
process is to be used ONLY after a case has been created.

➢ If escalation is needed during normal business hours (Mon-Fri, 9am to 5pm) please phone or email
the primary contact provided. This senior manager will channel your query to ensure that the
escalation protocol is followed and channel your concerns.
Level 1 Support Manager
Level 2 Regional/Country Operations Manager
Level 3 Country Manager
Level 4 Regional MD

➢ Major account customers have an assigned account manager and their Regional or Corporate have
direct contact to the account managers for escalation process.

Level 1 Support Manager

Level 2 Account Manager
Level 3 Regional MD

ShijiCare will raise email alerts based on a case priority to various levels if a case is not resolved as
per the SLA defined

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Support Country Manager

Reg. Ops Manager
Manager
P1 1 day 2 days 3 days
P2 5 days 10 days 15 days
P3 15 days 30 days 45 days

Support Major Account Country Manager

Manager Manager
P1 1 day 2 days 3 days
P2 5 days 10 days 15 days
P3 15 days 30 days 45 days

Case Resolution & Closure Criteria

Following criteria will be used to determine when a support issue can and/or will be closed:
➢ A solution is provided to the customer to implement.
➢ A fix is implemented by a Support Analyst or Servicing Agent.
➢ The support request results in the identification of a product defect which would lead to
generation of JIRA ID for further inclusion into the product roadmap
➢ The support request results in the identification of an Enhancement Request or requires a
change in existing product functionality which again will get into the R&D roadmap as a JIRA ID
➢ Failure to receive a response from the customer after at least three follow-up attempts for the
support case

Scope of Support
Infrasys Cloud Restaurant Management Solution Support broadly covers below items:

➢ Resolution or explanation of Infrasys Cloud application generated error messages

➢ Assistance with user problems that occur during normal front of house & back of house
operation
➢ Guidance with procedural and system capability questions
➢ Researching and reporting Infrasys Cloud software or application defects to Research &
Development
➢ Assistance with the installation of Infrasys Cloud application release and POS client upgrades
➢ Assistance with the identification of programming changes that may need to be performed by
the customer to correct reporting or functionality issues
➢ Reporting issues including report figures mismatch, generation or printing

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Out of scope (billable)

➢ Remote or onsite programming changes to configurations to meet requirements not specified

in installation site survey
➢ Remote or onsite resolution of problems resulting from changes to the database performed
by, or an agent of, the customer.
➢ Accounting of or balancing of Infrasys Cloud Standard or Custom reports or the identification
of areas where a reporting imbalance may exist within a report
➢ Training performed on site or over the phone
➢ Installation of new modules
➢ Programming new outlets, menu panels, and menus
➢ Analyzing 3rd party vendor application issues, interfaces, exports and Anti Virus software
➢ Analyzing environment issues, power supply and networking

Customer Obligations

The customer should follow the guidelines below to take full advantage of the Shiji applications and
services:
➢ Designate a “Product Champion” for Infrasys Cloud product responsible for maintaining the
system including such duties as: initial contact for trouble-shooting user issues, point of
contact for the Global Help Desk, maintain hardware and who is knowledgeable regarding
the installed applications and system configuration
➢ The customer is responsible for providing a working phone line, and remote connection
method. Any software required to remotely support the site and its administration and
configuration are the responsibility of the customer.
➢ Assist with the resolution of all problems. The customer may need to dedicate some time to
assist the Infrasys Cloud support representative in resolving problems/questions
➢ When asking for assistance from support, be prepared to provide all information needed and
answer questions as needed. Accurate documentation of any error messages or system
notices will help expedite resolution
➢ Plan and schedule ahead of time ALL services not covered under each support contract
➢ Global Customer Support will not perform any items in the “not covered/billable” section
without being previously scheduled

NOTE
This document is not intended to detail every item covered or not covered by a Help Desk contract or
other Support Contract.

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