Service Level Expectations
Service Level Expectations
Here at Fidelity we aim to give the best response at all times. To help us achieve this we use the grid below to prioritise our workload. Your ticket will be evaluated and then prioritised and categorised accordingly.
These priorities are negotiable so if you feel your ticket has been set with an incorrect priority please feel free to raise that with the agent handling your ticket.
* Monday to Sunday from 9am until 5pm, except Christmas Day. Boxing Day and New Years Day.
+ Not applicable to single POS terminal installations.
Category | Priorities Initially Applicable | Type of issue |
Problem | A – High B - Medium | |
Typically these start of as an A or B priority but can be downgraded depending on the immediate effect on operation. | ||
Question | C – Low D – No business impact | |
Typically these would be a C or D priority however they can be a higher priority if the answer is needed in a tighter timescale | ||
Change Request | C – Low D – No business impact | |
Typically these would be a C or D priority however they can be a higher priority if the change is needed in a tighter timescale | ||
Licence Activation/ Deactivation | A - High | |
Our aim is to process these within 15 minutes Monday to Friday 09:00 to 17:00 | ||
Sales Order/ Enquiry | Not Applicable | Typically the priority would not apply to these |
Others | Generally not applicable | This is a catch for anything that the other categories don’t apply to |
Azure Alerts | Internal Use |
In a scenario where there are two tickets of the same category to deal with that were logged at the same time we would use the category to decide which one had a greater priority.
Related Articles
GPoS Loyalty Service Setup
This article applies to GPoS Loyalty Service version 1.6 and higher. Screenshots are taken from GPoS Loyalty Service version 1.7. The GPoS Loyalty Service handles all communication between GPoS and Instant CRM. It is used whenever a card, barcode or ...Price Level Changes when upgrading GPoS from 155
When upgrading GPoS from 155 to 156 upwards, a number of Price Level settings in System Options, including the staydown setting, are moved out of System Options and into the settings for each individual Price Level, found in Database Tables > Price ...License Error when Total Control Premier Starts
Total Control Premier- Port 4040 Error Total Control Premier uses a licensing service to ensure the software is correctly licensed against your machine. Occasionally the service associated with the license may fail to start and give the error shown ...Customer Service Error 7503
When scanning loyalty cards if you see the following error 7503 messages. What might be causing the problem might be down to one of the following; * The Till no longer has an active network connection (To Rule this out, minimize or shutdown GPOS from ...Verifone Status Page
A page displaying the current status of the Verifone service along with any known Service Notifications: https://www.verifone.com/en/uk/service-notifications