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Transition to Business as Usual

The last steps of finalizing our joint solution are simply to ensure that it works as it is expected to.

Operational Warranty​

For large or complex solutions, Payter will suggest an Operational Warranty period. This is a time within which Payter's Implementation Support team continue to be the primary contact route for technical queries, temporarily ignoring the details of the Contact & Support Matrix previously discussed.

There is not a standard period of time that this will last for, but key reasons to have an Operational Warranty include:

  • During Live Rollout
  • Pending a new or additional piece of solution functionality development
  • As a result of specific concerns or queries
  • Contingency for a complex, or otherwise unusual solution

Operational Handover​

RMA Process​

Payter Operational or Customer Success team members will explain the processes to follow to report and request terminal repair or replacement in the event of any issues. In summary, this includes:

  1. Report a terminal fault to Customer Support
  2. Customer Support remotely diagnose the fault
    1. This may involve diagnostic action
  3. If a repair/replacement is required, an RMA is raised
  4. Terminal is shipped to Payter Logistics for the territory
  5. Terminal is repaired or replaced. Warranty will determine if this is chargeable or not.
  6. Terminal replacement or repair returned to client for reinstallation.
tip

Given the relative timescales above, it is recommended that most deployments include some contingency stock to be used in case of failure. Care should be taken however with regard to managing the shelf life of this stock. LINK

Escalation & Support Matrix​

The Contact & Support Matrix, first discussed at the final stages of Project Delivery, is finalized.

Payter Internal Handover​

During the Operational Handover, Payter will ensure that the Operational Support team are given full access to all documentation created and curated during the Solution Development and Delivery phases. The Payter Support team are thus empowered to be able to understand and resolve any issues, even where the context is solution-specific.

Ongoing Terminal Maintenance​

Finally, Payter want to ensure that the solution works for the long term. We will share details on:

  • Terminal Software and Firmware update process including best practice and mandatory updates
  • Hardware management and care best practice including shelf life
  • Troubleshooting and FAQ review; How to solve any issues that could occur during the solution's lifecycle.