rsp manual

Radiant Service PartnerProgram and Policy Reference Manual

Version 2.1

© 2004Radiant Systems, Inc.All Rights Reserved

The information contained in this manual is consideredconfidential and proprietary to Radiant Systems.

No part of this document may be reproduced, stored in a retrievalsystem, or transmitted in any form or by any means, electronic ormechanical, including photocopying and recording for anypurpose, without the prior written permission of Radiant.

INFORMATION IN THIS DOCUMENT IS SUBJECT TOCHANGE BY RADIANT WITHOUT NOTICE. RADIANTDOES NOT WARRANT THE ACCURACY OF THEINFORMATION CONTAINED IN THIS DOCUMENT.

RADIANT SERVICE PARTNER Program and Policy Reference Manual

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Table of Contents

Introduction............................................................................................................... 2Radiant Service Partner Program.............................................................................. 3

Radiant Service Partner (RSP) Responsibilities................................................... 4Radiant’s Ambassador Image .............................................................................. 5Radiant/Client Relationships................................................................................ 5Dress Code ........................................................................................................... 6

Call Handling............................................................................................................ 6Receiving a Call ................................................................................................... 6Updating a Call .................................................................................................... 7Completing the Radiant Work Order form .......................................................... 7Closing a Call....................................................................................................... 9Return to Service Documentation ...................................................................... 10

Responsibilities for Radiant Equipment ................................................................. 10Equipment Return Instructions ............................................................................... 11

Example of shipping label.................................................................................. 12Invoicing ............................................................................................................ 13Sample Invoice................................................................................................... 14

Training Program.................................................................................................... 15Web Training ..................................................................................................... 15Hardware Satisfaction Survey............................................................................ 16Example Satisfaction Survey card...................................................................... 16

Common Abbreviations .......................................................................................... 17Contact Information................................................................................................ 18List of Required Tools ............................................................................................ 19


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Introduction

Welcome to the Radiant Systems family! You have joined aninternational team of premium on-site support professionals proud oftheir excellent customer service, high levels of POS knowledge andunparalleled professionalism. Headquartered in Atlanta, Radiant hasdeployed its solutions in more than 55,000 sites worldwide. As a partner,through your demeanor and positive interaction with each client, you areexpected to maintain the integrity of our agreement, billing and supportspecifics that help Radiant succeed in all markets.

Radiant Systems…enabling operational excellence™

“Developing long term client satisfaction through thedelivery of quality products and services.”


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Radiant Service Partner ProgramNow that you have joined The Radiant Service Partner (RSP) Program,you are a partner in an elite network of individuals and small companieswho provide on-site services to Radiant clients virtually anywhere in theworld. Through web based training and quality control programs, youare prepared to quickly and efficiently solve any hardware issue usingRadiant’s proven and comprehensive support methodology.

As a Radiant Service Partner, you have the opportunity to provide thefollowing types of services:

Site service call Part swaps Troubleshooting assistance Testing network issues on site Preventative maintenance

RSP technicians may have the opportunity to become Radiant Installersand have the opportunity to provide the following services:

Site surveys Hardware installation Cabling and bracketing Networking Installation/ Move/ Add/ Change


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Radiant Service Partner (RSP) Responsibilities Provide on-site labor and technical services for Radiant’s client

support cases. Provide support for Radiant hardware during contracted SLAs,

including nights, weekends, and holidays (4-hour response, NBDand NCD).

Own and carry standard tools and test devices used introubleshooting and repair (See Appendix A)

Have working knowledge of RTS Documentation, replacementprocess and Radiant HWRR parts.

Comply with the Radiant Systems dispatching process, includingresponding to pages in a given time, providing periodic statusupdates when calling in to Radiant as needed and closing the callwith Radiant prior to departing site.

Arrive on site, meet the client and perform the repair whilemaintaining a professional demeanor and image (see RadiantAmbassador Image).

Obtain RMA # from Radiant for each swapped part. Repackageand deliver the return parts to the UPS mailing facility within 5days of completing the maintenance service. Affix the box withthe return label (provided by Radiant) and clearly print the RMAnumber on the outside of the box and on shipping label (numberfound on upper right corner of work order).

Maintain accurate records and receipts from all return partshipments. When dropping a defective Radiant part off to bereturned to Radiant at a UPS location the RSP should alwaysrequest a receipt. This receipt will be required to validate anydispute for non-returned hardware.

Inform the Radiant Dispatch Center as soon as possible when aservice call is determined to be beyond standard scope ofcontract.

Confidentially notify Radiant Dispatch Center (RDC) if hardwarereplacement has been caused due to lightening strike, flood, userabuse or accidental damage.

Use best efforts in caring for and managing all consigned toolsand parts in your possession.

Generate and submit billing to Radiant weekly, (See attachedsample) as agreed for all standard services, OOS items andspecial projects.


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Refrain from discussing Radiant financial issues or disputes withon-site clientele or managers.

Radiant’s Ambassador ImageAlways remember – first impressions are hard to change

As an RSP technician you represent Radiant Systems. In several casesYOU are the only individual to have face-to-face contact with a clientduring their support experience. We entrust you to leave our clients witha positive, professional and approachable image as well as a goodimpression of Radiant as a whole.

For further information please reference the “Radiant Service PartnerCode of Conduct and Ethics” located in the “Radiant Training Center”under the “Resources” tab.

Radiant/Client RelationshipsThe success of Radiant depends upon the quality of the relationshipsbetween Radiant, our employees, our clients, our suppliers and thegeneral public. Our clients’ impression of Radiant and their interest andwillingness to engage our services are greatly formed by the people whoserve them.

There are several things you can do to help give clients a goodimpression of Radiant:

Act competently and deal with clients in a courteous andrespectful manner.

Communicate pleasantly and respectfully with clients at alltimes.

Promptly provide professional responses to inquiries andrequests.

Remember to follow up when applicable. Perform all duties in an orderly manner. Take great pride in your work and enjoy doing your very best.

Because our success is so highly dependent upon these relationships,discourtesy or disrespect to a client or another member of the publiccannot be tolerated and may result in termination of Services Agreement.


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Likewise, our clients and the people we do business with must berespectful to you. We do not expect you to suffer abuse. Therefore,report inappropriate behavior to the RDC. If you find yourself in asituation where you do not feel comfortable or capable of handling aclient, respectfully end the conversation and contact the RDCimmediately.

Dress CodeRadiant observes a business casual dress code when visiting a client site.This dress code has been created to attain the following objectives:

To present a professional image to our clients and otheremployees

To maintain a consistent and professional look for all on-siteservices

Clothing should be professional, neat, clean, wrinkle free, comfortable,unfaded and without holes or frayed areas. Clothing should not be tightfitting, revealing, stained, torn, sloppy, or too short. Shoes should be ingood repair. Jewelry should not be excessive or pose a safety hazard.

We ask that all ambassadors wear a business casual, collared shirt whileservicing a Radiant client. This may include a collared shirt embossedwith your own company’s logo. We also require that all on-siteemployees wear Blue/Black Jeans or Blue/Black/Tan Khakis (or Skirts)while at a client site.

Rule of Thumb:

The clothing you wear should be appropriate for meeting a clientat the client site.

The clothing you wear at a client site should set you apart fromany other service provider at the facility.

If you are unsure about your clothing, then chances are it isprobably not appropriate for work.

Call Handling

Receiving a Call The RDC contacts you with the call information. The RDC tells you the location of the call, a brief problem description

and what part is needed.


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Verify that you can meet the Service Level Agreement (SLA) arrivaltime and that you have access to the necessary tools to complete thecall. A list of standard tools is listed on Appendix A and anyadditional tools will be listed on the Scope of Work for the call.

If you cannot make the arrival SLA, please let the RDC know andgive them the reason why you cannot make the call.

If parts are determined to be required, the RDC notifies you of thepart ETA.

If you accept the call, give the RDC your ETA for arriving onsite. If you have any questions please call into the RDC and reference the

work order number.

Updating a Call There are several circumstances in which you should call the RDC to

update a call, have the reference number available to give the RDC:o Change in ETAo Problems encountered on-site that will interfere with you

completing the work ordero After being onsite for 1.5 hours for authorizationo When updating the RDC please give them a complete

description of on the situation, include names, times, andyour location.

Completing the Radiant Work Order form

When accepting a Radiant Work order you will be emailed a work orderform. This form contains all of the necessary information pertaining tothe site and work that needs to be performed on site. The completion ofthe form is vital for your records and well as the quick and accuratepayment for the work you performed. On the work order form there areseveral lines that are required to be filled out:

Description of the resolution action Name of Manger on Duty Name of RDC member you closed the call with Return waybill number Miles to the site Arrival time onsite Manager on Duties initials and signature


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Sample Work Order:

Breif description of the resolution

Name of MOD Name of RDC Member

Miles/KLMS to siteStart time from homeArrival onsiteComplete time

Return Air billnumber

Your Signature MOD Signature

MODinitials

Problem description

Site address andcontact information

Replacementpartinformation

Work Order# This is usedfor opening and closing a job

RMA#


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Closing a Call1. Close the call with the RDC after you complete the work on-site.

2. Please call from the client site and include the following informationwhen closing a call: Name of person you worked with at the site. Closing time. Work Performed. Reason old part was bad. Old and new Serial numbers Tracking number (Waybill Number) required You will be asked to have the store manager verify the work is

completed with the RDC.

3. Leave the comment card with the site manager on duty. Thecomment card can be found in the box that the part was shipped into the site. Please ask the site manager to complete the card andreturn it to Radiant Systems.

4. Have the manager on duty sign the work order authorizing thework is completed.

Note: If there is no Air Bill, please let the RDC know and one will beemailed to you. Put the RMA number on the waybill. You are heldresponsible for the return of the part so make sure you keep a copy of thewaybill. Also, you should be able to obtain a receipt from UPSconfirming that you dropped off the package if you do the following:

Drop off the package at any UPS drop off facility. Drop off the package with an UPS driver.


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Return to Service DocumentationRadiant Return to Service (RTS) documents are included in mostreplacement part shipments. You can identify the RTS documents easilyas they are printed on bright yellow paper. Items that do not containRTS documents are typically simple to install and/or are consumableparts. If you are in need of technical support beyond the RTSdocumentation, please call the RDC and they will transfer you to theappropriate helpdesk for assistance.

Additional RTS documentation can also be found by accessing theRadiant Knowledge System. We encourage you to print copies and adddocuments here to build your own library of RTS documentation.

Responsibilities for Radiant EquipmentRadiant’s business model engages the use of an independent logisticsnetwork to deliver replacement Parts to the client site. Responsibility forthe safe return of the defective parts to Radiant System’s Atlanta RepairDepot transfers to the RSP upon de-installation of the defectivehardware. It is important to adhere to any specific guidelines for thereturn of parts. In most cases, these are referenced with documentationincluded in the replacement part. For instance, printer toner cartridgesmust be removed from equipment prior to being returned.

Radiant’s current process incorporates the use of pre-paid return freightthat accompanies the replacement Part to the site. The RSP maintainsliability for the defective part return even in the event that the pre-paidreturn freight is not included with the replacement Part.

The RSP is financially liable for any hardware not returned to RadiantSystems within 30 days. Unless the RSP has a signed UPS receipt asproof of drop off. The RSP also remains liable for any hardware damageincurred during shipping resulting from the use of incorrect or non-Radiant supplied packaging materials.


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Equipment Return InstructionsIn order to ensure proper return of your equipment please complete thefollowing steps:

1. Unpack the replacement equipment.

2. Keep all packaging, foam and the box, as you will use this to returnthe defective equipment.

3. Locate the Return Material Authorization (RMA) paperwork (3copies, if provided). Picking Tickets stamped as “CONSUMABLE”identifies equipment that does not need to be returned.

4. Clearly print the RMA number on the outside of package and on thereference number line of the shipping label (the RMA number isfound on upper right corner of work order). Pack the defectiveequipment using the box, packing or foam from the originalshipment. Failure to clearly print the RMA number on all returningitems and shipping labels may result in a delay of payment.

5. Place ONE (1) copy of the RMA paperwork from step # 3 into thebox with the defective equipment. This paperwork is needed toensure proper credit and to ensure timely payment of the contractor’sinvoice. Keep the remaining TWO (2) copies of the picking ticketfor proof of delivery.

6. Affix the provided shipping label to the top of the package. Youmay drop off the package at any UPS drop off facility.

7. Obtain a receipt from the shipping location. This documentation isvery important in the unlikely event that the package is not receivedby Radiant.


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Example of shipping label

PRINT RMA NUMER HERE

Example of RMA codes

RMW123456789 RTC123456789 RTP123456789


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Invoicing1. Invoices are paid according to your Business Agreement.

Work orders are signed by the site Manager on Duty and should bereturned with the invoice for each case.

2. Invoices need to include the following information: (See attachedsample)

Site Name and Number

PPM/OPPM

WO/RTP #

Hours On-Site

Rate

Amount

Attach a copy of the signed work order

3. All invoices should be mailed, faxed or emailed to the Radiantcorporate office:

3925 Brookside ParkwayATTN: Field Services AdministratorAlpharetta, GA 30022 USA

FAX: 770-754-7799 email: [email protected]

Important: Do Not send a bill to Radiants clients. Do Not call Radiants clients with billing concerns. If you are on-site for over 1.5 hours, you must call the RDC for

approval. (If you do not do this, you will not be paid for anythingover the 1.5 hours.)

If you have a concern with billing, please contact the RDC andask to speak to the RSP Manager.


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Sample InvoiceRSP Company Name Invoice number XXXXXCompany Contact NameStreet addressCity, State zipPhone number Fax numberEmail address

Customer: Date 8/02/07RSP AdministratorRadiant Systems Inc3025 Brookside parkwayAlpharetta, GA 30022

Date Work order HoursTotal

7/27/07 XXXXX 2.5 $000.00

Items: Radiant Service CallWork Order NumberRadiant Site NameSite addressSite state city and zip

Detailed breakdown of the charges

1.5 hrs @ 000.00 PPM = $00.001.0 hrs @ 00.00 PPM = $00.00Tolls/Parking = $00.00Mileage 20 PPM = No Charge (Under 50 Miles)

New Part Serial Number XXXXXXOld Part Serial Number XXXXXXReturn Tracking Number (UPS tracking number)

Basic description of the service call:Went to the site and replaced Radiant equipment. Problemwas resolved. Defective part returned on 7/30/07.Total Due: $000.00

Note: The Invoice numbershould be the same as the

Radiant Work Order numberif possible

Note: The Rates forPPM/OPPM are located on

your signed BusinessAgreement Document


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Training ProgramRadiant Systems offers service partners a web-based training program.This training program is design to enhance the knowledge that ourpartners already have and is used to increase your overall position in theranking system.

Obtaining training ensures that our partners provide the highest qualityhardware maintenance services for the Radiant solution.

For more information please reference “Radiant Service Partner Web-Based Training Instructions for Radiant Training Center” located in the“Radiant Training Center” under the “Resources” tab.

Web TrainingRadiant provides RSPs with web-based training to provide technicianswith an overview of various topics. Each presentation is assigned acredit amount based on length and complexity.

Additional training will be added in the future and you will receive anemail alerting you to complete the new training at your earliestconvenience.

To access the website and complete the web-based training, follow thesteps outlined in the “Radiant Service Partner Web-Based TrainingInstruction Guide”

RSP Program MetricsTo ensure that Radiant’s clients receive excellent service and support,Radiant has put into practice several key metrics specifically for the RSPProgram. Each of these metrics is important to our success in theindustry. If we work together these metrics can be easily attained!


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Hardware Satisfaction SurveyA Hardware Satisfaction Survey card is included in every part shippedfrom Radiant. The comment card survey is divided into two sections,Hardware Service and On-Site Service. It is filled out by the client andreturned to Radiant Systems. The client evaluates your performance on a1–4 scale in the following areas:

Arrived Within Timeframe Expected Effectively Replaced The Part Represented Radiant In A Professional Manner Each card is reviewed and the scores are entered into a database

for reporting. In order to stay in “Good Standing” you mustmaintain an average score of 3+.

Example Satisfaction Survey card


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Common AbbreviationsThe following list outlines some commonly used abbreviations forRadiant Service.

ETA: Estimated Time of Arrival

PCS: Petroleum and Convenience Store

RDC: Radiant Dispatch Center

RSP: Radiant Service Partner

RTP: Radiant Third Party

RTS: Return to Service

SLA: Service Level Agreement

SPL: Service Parts Logistics

RMA: Return Material Authorization

PPM: Primary Period of Maintenance

OPPM: Outside Primary Period of Maintenance


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Contact InformationFor Dispatch and Cases: Radiant Dispatch Center (RDC)Email: [email protected]: 1-800-454-8444 (option 1, option 8, option 1)Fax: 770.754.7799

For Radiant Technical Support: Radiant Help Desk Phone: 1-800-454-8444 (option 1, option 8, option 1)

For Invoicing:Email: [email protected]: 770.754.7799Address:Radiant SystemsATTN: Field Services Administrator3925 Brookside ParkwayAlpharetta, GA 30022

For Returning Parts: SPLPhone: 1-800-454-8444 (option 1, option 8, option 1)Address:Radiant SystemsATTN: AED Department6610 Shiloh Road East; DOCK BAlpharetta, GA 30005Tracking Website: www.UPS.com

For RSP Program Information and Issues: RSP ManagerEmail: [email protected]: (770) 754-7799Website: www.radiantsystems.com


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Appendix A

List of Required ToolsThe following list outlines the tools that should be carried by technicianswhen responding to a Radiant service call.

Regular Screwdriver Phillips Screwdriver (various sizes) Micro – regular screwdriver USB Keyboard USB Thumb Drive (512 MB or 1GB) Side cutters Nut drivers Crescent wrench Allen wrench set Black electrical tape 7” Ty-wraps RJ11/45 6 ft. cables Cat 5 Network Tester Digital Camera Network Cable Labels Permanent Marker Grounding strap to prevent ESD Flash Light

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