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Responsibilities
Radiant Systems:
- Author, manage, update and maintain the Master Agreement as well as provide amendments for any changes and additional sites/parts to be serviced with as much notice as possible.
- Take the first call from the customer, diagnose the issue and determine if on-site service is required.
- Provide dispatching, equipment management, escalation and billing procedures to our RSP's. This will provide our RSP's with the tools needed for smooth execution of dispatches.
- Certification and Training will be provided by Radiant to eligible RSP's. Training includes but is not limited to mandatory webinars, client web posts, RTS Documents, alert bulletins and a 'Top Gun' program.
- An RSP hotline will be provided for technicians to log arrival and completion time and receive technical support through out the duration of the call as needed.
- RTS documentation will be provided for all complex hardware the RSP will be replacing. In addition to copies provided to the RSP, copies will be included with EACH part.
- Radiant Dispatch Center (RDC) will serve as the primary escalation point for all dispatch issues.
- Radiant will have the responsibility and ownership of managing the client relationship. RSP's should consult with the RDC immediately on any situations outside standard operating procedure.
- Coordinate and communicate delivery of all parts to site and provide return mailing labels to RSP. RSP will be responsible for proper repackaging and delivery of parts to UPS mailing facility.
- Compensate RSP for services billed to Radiant or dispute items billed in a timely manner.
Radiant Service Partners:
- Provide on-site, labor at a remedial maintenance level and technical services for the computer hardware of Radiant Systems and it clients
- Provide support for Radiant hardware during contracted SLA 's including nights weekends and holidays (2-hour escalated service, 4-hour response, NBD and NCD)
- Own and carry standard tools and test devices used in troubleshooting and repair including any Radiant provided tools ( i.e. diagnosis tool on CD)
- Have working knowledge of RTS Documentation, replacement process and Radiant HWRR parts
- Comply with the Radiant Systems dispatching process, including responding to pages in a given time, providing periodic status updates to Radiant as needed and closing the call with Radiant prior to departing site
- Arrive on site, meet the client and perform the repair while maintaining a professional demeanor and image
- Perform hardware maintenance services according to Radiant's established Service Levels for the client
- On-Site services including but not limited to: full unit parts replacement, cabling, mount and bracket repairs, troubleshooting and testing related to returning the hardware to service
- Obtain an Work Order # from Radiant for each trip to the site. Pack and deliver the RMA'd parts to the UPS mailing facility within 5 days of completing the maintenance service. Label the box with the return label (provided by Radiant) and the RMA number clearly showing on the outside of the box
- Informing the Radiant Dispatch Center as soon as possible when a service call is determined to be beyond standard scope of contract
- Confidentially notify Radiant Dispatch Center if hardware replacement has been caused due to lightening strike, flood, user abuse or accidental damage
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