Support Process
Support Level Definition
1st Level Support (1LS)
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first contact for stores (not for restaurant customers) for any issues & questions regarding the MENU Ecosystem (Hardware & Software)
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Phone and E-Mail support for stores
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help with CMS questions and configurations
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answer customer problems and questions submitted through the request form or by E-Mail
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filter redundant issues, try to solve as much tickets as possible and forward the rest to 2LS
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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.
2nd Level Support (2LS)
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support during onboarding phase
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solve support tickets received from 1LS or forward to 3LS if that is not possible
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collaborate with 3rd party integration support
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identify low-performing customer locations that may be experiencing errors and work with the customer to resolve
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report bugs and incidents to the development and QA teams (3LS)
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work closely with the product team to address customer feature requests
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monitor failure messages
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post updates and informations on our Statuspage about scheduled maintenance and outages
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keep our knowledge base up to date with guides and FAQ’s
3rd Level Support (3LS)
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analyze, reproduce and fix incidents & bugs reported from 2LS
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plan and deploy new updates and releases
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work closely with 2LS and product team to
implement new features
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monitor ecosystem environment
Incident Reporting
Support Guide - Knowledge Base
For any kind of issue visit our Support Guide at support.menu.app
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Search for related articles to your issue
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Directly report an incident through the online form
For general questions send an email to support@menu.app
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