Support Process

Support Level Definition

first contact for stores (not for restaurant customers) for any issues & questions regarding the MENU Ecosystem (Hardware & Software)
Phone and E-Mail support for stores
help with CMS questions and configurations
answer customer problems and questions submitted through the request form or by E-Mail
filter redundant issues, try to solve as much tickets as possible and forward the rest to 2LS
Disclaimer: MENU 1LS can only be part of a general Helpdesk in the sense of a SPoC (single point of contact). It is focussed on MENU topics only.

support during onboarding phase
solve support tickets received from 1LS or forward to 3LS if that is not possible
collaborate with 3rd party integration support
identify low-performing customer locations that may be experiencing errors and work with the customer to resolve
report bugs and incidents to the development and QA teams (3LS)
work closely with the product team to address customer feature requests
monitor failure messages
post updates and informations on our Statuspage about scheduled maintenance and outages
keep our knowledge base up to date with guides and FAQ’s

For any kind of issue visit our Support Guide at support.menu.app

For general questions send an email to support@menu.app