Specialty Retail
CounterPoint Support
Revised: January 3, 2011
Purpose of the Radiant System Retail Support HelpDesk
The purpose of the Radiant Systems Retail Support HelpDesk is to provide assistance to our Partners for
technical issues related to Radiant Systems standard products. Radiant’s HelpDesk is a tier 3 helpdesk.
This helpdesk is designed to assist Partners’ tier 2 helpdesks. We do not provide support for
CounterPoint CPSQL or CPGateway to end users who are assigned a Partner. End users should call
their Partner. If the Partner cannot answer a question from an end user or has technical issues
themselves, they should then escalate to Radiant’s HelpDesk. The helpdesk will guide the Partner in
resolving the issue; they do not work directly with the end user.
Support Hours
CounterPoint V7:
8:00 A.M. – 5:00 P.M. CST Monday – Friday
CounterPoint SQL: 8:00 A.M. – 6:00 P.M. CST Monday – Friday
After hours plans are available under Technical Services Plan.
Requirements for Logging Support Tickets
General Requirements
Complete information for logging tickets must be communicated prior to a technician working on
the issue.
Associate logging ticket must be listed on the Radiant Retail Partner Portal
as “Authorized to contact Support”.
CounterPoint V7 Requirements
Radiant Retail Partner must have access to a V7 technical resource on staff or as a consultant for
purposes of supporting and training customers.
CounterPoint CPSQL Requirements
Associate logging support ticket must be CounterPoint SQL Certified Installer (CSCI)
Partners logging support tickets for multi-site issues must have an associate on staff that
completed the multi-site for CounterPoint SQL course. If the associate logging the ticket has not
completed the Multi-site for CounterPoint SQL course they must have access to the person that
completed the course. The Radiant Support team may request the person that completed the
course to work directly on the issue if the associate logging the issue is not demonstrating a
thorough understanding of multi-site.
Associates that are not CSCI may log tickets via email as a priority “Low” only. If issue is
complex, Radiant Support may request a person that is CSCI to take ownership of issue and
work directly with Radiant Support.
Instructions for Logging Ticket via Phone
Phone: (800)852-8755
(901)681-2800
Communicate your name, phone, Partner code, priority of issue (Emergency, ASAP, Routine, Low),
version of software and brief description of issue. If the issue is regarding a previously logged ticket,
communicate ticket number.
Copyright © 2011, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to
others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant
Systems, Inc.
Page 1
Specialty Retail
CounterPoint Support
Revised: January 3, 2011
Instructions for Logging Ticket via Email
Email Addresses:
[email protected]
[email protected]
In the Subject line of the email please indicate the priority of ASAP, Routine, or Low. If the priority does
not fit the Radiant Systems defined priority category, the priority will be re-adjusted to the correct category
during times of high call volume. An email sent with the importance at high “!” does not indicate the
priority. If the issue is regarding a previously logged ticket, communicate ticket number in subject line.
Please provide the following information that is applicable to log a new ticket:
Partner Company Name:
Contact:
Phone:
Customer Name:
Version number and last service pack date:
Operating System:
Technical Problem Description:
Steps to recreate:
1.
2.
3.
Result or problem seen:
What you expected to see:
Troubleshooting steps already taken:
1.
2.
3.
If replication issue, have you stopped and restarted replication at each affected site, reviewed a fresh set
of complete replication logs, and queried any tables that are referred in the new replication logs that may
reference such errors as duplicate prior key or foreign key violations?
If offline ticket entry, have logs been reviewed and checked for errors at both the site server and the
offline stations(s) which are experiencing issues?
Have you checked the knowledge base on the Radiant Retail Partner Portal?
Have you reviewed documentation?
Have you installed the latest service pack?
Have you discussed troubleshooting steps with your company internal technical resource team?
Can you reproduce the issue in DemoGolf?
Copyright © 2011, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to
others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant
Systems, Inc.
Page 2
Specialty Retail
CounterPoint Support
Revised: January 3, 2011
Ticket Definition
A ticket is classified as any issue that is received into the helpdesk by telephone or email. Each ticket can
have only one issue assigned to it. If a call or email comes in with multiple issues, a unique ticket will be
assigned to each issue. Any ticket that is left in “Pending” status for over 2 weeks with no update
communication by Partner will be closed.
Service Level Agreements
Upon receipt of complete information, a ticket is assigned a priority and categorized to establish overall
response times and to drive the resolution process for the issue reported. As seen in the table below, all
emergency calls will receive priority. All other tickets will be prioritized as follows:
Priorities
Category Examples
Target
Response
1 – Emergency
Client is unable to use the
30 minutes
CounterPoint software or the
problem results in a critical
impact on the client's
operations.
1 - 2 business days. Requires partner
to actively work with helpdesk with
timely responses to requests.
2 – ASAP
Client is able to use the
1 hour
CounterPoint software, but in
client's reasonable
determination client is
severely restricted in doing so.
Any serious problem with a
workaround.
1 - 3 business days. Requires partner
to actively work with helpdesk with
timely responses to requests.
3 – Routine
Client is able to use the
4 business
CounterPoint software with
hours
limited functions which are not
critical to the client’s overall
operations
2 - 8 business days. Requires partner
to actively work with helpdesk with
timely responses to requests.
4 - Low
There is minimal impact to
normal functionality of the
CounterPoint software.
3 - 15 business days. Requires partner
to actively work with helpdesk with
timely responses to requests.
Other
Software defect “In QA”
2 business
days
Target Resolution
Future release
Software defect – Business
Critical “In QA”
Current release if confirmed business critical
Hardware failure
Contract
Customizations, creating and Not Covered
troubleshooting
Non-certified Hardware
Not Covered
Networking
Not Covered
Copyright © 2011, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to
others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant
Systems, Inc.
Page 3
Specialty Retail
CounterPoint Support
Revised: January 3, 2011
Escalation Guidelines
Radiant’s objective is to ensure that the reported issues are resolved in a timely manner using the most
appropriate resources. As such, it is important to recognize the shared responsibility from the customer to
provide accurate and timely information.
In order for a ticket to be escalated, the following criteria must be complete:
A ticket number has been assigned to the issue by the Radiant HelpDesk
The support team has completed an initial review of the issue presented (approximately 1 hour)
Any information or data requested by the support team has been received
Escalation Procedure
Escalation can be done over the phone or via email. Please have the ticket number available and a
description of the reason for your escalation.
There are three types of escalation as follows:
First Call – where, during your initial call, you can escalate to the Support Manager if you feel
your need is not being fulfilled. If the Support Manager is not immediately available, you can
choose to wait or contact your Account Manager.
On-Going Ticket – you can escalate to the Support Manager who will take responsibility for
problem resolution oversight and provide progress updates to you on a timely basis.
Ticket “In QA” – for business critical issues that are “in QA”, you can request escalation to
Development for review and feedback to be provided within next business day timeframe.
Business critical is defined as client is not able to use the CounterPoint software, the problem
results in a critical impact on the client’s operations, and/or client is able to use the CounterPoint
software but in client’s reasonable determination is severely restricted in doing so.
Support Manager – Ronda Axt
Email: [email protected]
Phone: (901)681-2902
Ticket Status
View the status of tickets online. We ask that you check them weekly on the Radiant Retail Channel
Portal.
Status meanings: “Pending” = waiting for information from Partner
“Open” = Radiant Systems Support is researching
“In QA” = Issue has been brought to the attention of Radiant Development
“Closed” = Ticket is no longer active
Any ticket that is left in “Pending” status for over 2 weeks with no update communication by Partner
will be closed.
Completion of issues that are “in QA” are communicated via Service Pack email announcements. The
issues in the announcement include the corresponding support ticket number, which signifies closure of
the ticket.
Copyright © 2011, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to
others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant
Systems, Inc.
Page 4
Specialty Retail
CounterPoint Support
Revised: January 3, 2011
HelpDesk Tiers
Radiant Systems Retail HelpDesk is designed to provide Tier 3 support. We define a tiered helpdesk as
follows:
Tier 1 – CounterPoint Designated End User
Responds to company-specific CounterPoint process questions. Logs and tracks issues that have been
escalated to their tier 2 helpdesk. Performs maintenance on system. Radiant Systems Retail
CounterPoint helpdesk does not provide support at this level.
Tier 2 - Radiant Systems Partner
Provides support for tier 1, their user community. This helpdesk uses Radiant Systems’ Radiant Retail
Channel Portal, CounterPoint documentation, knowledgebase located on the Radiant Retail Channel
Portal and knowledge learned from the Radiant Systems webinars and CP SQL classes that lead to CSCI
Certification for assistance with answering questions. When software does not appear to be working as
designed, issues are recreated and documented, and then forwarded to Radiant Systems tier 3 helpdesk.
Screen snapshots and step-by-step instructions accompany the call log. Technical issues that cannot be
resolved within the Partner’s internal technical team are escalated to the Radiant Systems Retail
CounterPoint tier 3 helpdesk with clear problem descriptions, troubleshooting steps that have been taken
and log files were appropriate.
Tier 3 - Radiant Systems Retail CounterPoint HelpDesk
This helpdesk is designed to assist tier 2 helpdesks with resolving logged tickets that focus on technical
issues related to Radiant Systems standard products.
If a Partner does not have trained staff that is available to support CounterPoint CPSQL and CounterPoint
V7, does not have staffing available to perform the troubleshooting and researching for Tier 2 Support, or
needs technical services that are out of scope a Radiant Systems Technical Services plan can be
purchased. The plans are available on the Radiant Retail Channel Portal.
Copyright © 2011, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to
others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant
Systems, Inc.
Page 5