With the objective of maximising system availability, GiroVend provides outstanding levels of technical support by means of both the telephone and field based engineers. By dealing with the call initially using a technical engineer at the end of the phone, GiroVend can generally resolve the problem by either fixing over the phone, remote investigation using dedicated online tools, or deploying the highly competent field base engineer.
Technical Helpdesk
GiroVend have a team of technical helpdesk engineers at the end of a phone. Our fully trained team have the expertise to take you through the necessary steps and in most cases resolve your problem over the phone.
For customers with remote diagnostic capability (GiroVend Hosted or MYRIAD V 3.0 onwards) the technical helpdesk will use the support tools available to try and rectify the issue online. Should a field engineer be required to visit the site the phone engineer is able to provide a detailed description of the problem and potential diagnosis, ensuring the field engineer arrives fully prepared and equipment with any spare parts that may be required.
Field Resource
GiroVend have in excess of 25 field based support personnel to support the UK. Each have a wide range of technical skills and accreditations deliver service support ranging from installation, commissioning and project management, through to system upgrades and ongoing maintenance.
Assuring a competent and friendly support resource with a wide scope of skills and experience, GiroVend field engineers carry a comprehensive set of spares and have expert knowledge of the cashless payment system on your site.
Fault Management
GiroVend employ a sophisticated fault management system that records all the details of every fault reported, allocates engineering resources and tracks all relevant timings.
Auto-escalation procedures are in place providing warnings to management if fault call responses are approaching their standard lifetime allowance limits. In the unlikely event a fault is not fixed on first visit or a repeat call is made this is automatically escalated to senior engineering personnel for monitoring, with further escalation available to technical specialists involved with product development.
Full service level reports and histories are available from the system, and can be provided upon request.
Response Times
GiroVend can provide a range of maintenance levels according to your requirements. The response times will vary according to the maintenance level selected. You are able to change your maintenance level at any point throughout your contract, just speak to your GiroVend sales contact.
Remote Diagnostics
The GiroVend cashless payment solution allows GiroVend engineers to diagnose and potentially solve any problems remotely. As the solution is hosted by GiroVend our remote service and maintenance programme means problems can be identified and resolved before the user is even aware.
Remote diagnostics capabilities offer an efficient support solution for busy sites. The ability for GiroVend engineers to access the system, resolving any problems remotely, dramatically reduces the requirement for field engineers to visit site.
The Remote Diagnostics is available with the GiroVend Hosted solution or MYRIAD V 3.0 onwards |