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MENU Support Process and Information

Raphy
  • Updated

Support Process

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Support Level Definition

1st Level Support (1LS)

  • 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 focused on MENU topics only.

Please note: 1st Level Support should always verify whether the issue the Client is experiencing is caused by the 3rd party provider. If yes, 1LS should always communicate directly with the 3rd party provider to prompt them to resolve it.

2nd Level Support (2LS)

  • 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

3rd Level Support (3LS)

  • analyze, reproduce and fix incidents & bugs reported from 2LS

  • plan and deploy new updates and releases

  • work closely with 2LS and product team to

    implement new features

  • monitor ecosystem environment

Incident Reporting

Support Guide - Knowledge Base

For any kind of issue visit our Support Guide here, so that you can:

  • Search for related articles to your issue

  • Directly report an incident through the online form

  • For general questions, please open a ticket through one of our contact forms

 

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