On-Call Support Services
STJ Retail provides three levels on On-Call Support Services to make sure you maximize your productivity:
Level 1 Support
- 24/7 Help Desk via 1-800 toll free
- Rapid Response
- Troubleshooting, problem determination
- Work directly with store personnel
- Work directly with bank
- Dispatching service
- Escalation to Level 2/3
- Ownership of the call
- Ongoing status updates
Level 2 Support
- In=depth analysis (traces, logs, etc.)
- Determination of fundamental cause of problems (i.e. recreate in lab)
- Work with store personnel as required
- Interface with 3rd party providers
- Escalation to Level 3
- Hardware configuration changes
- Software Distribution
- Ongoing status updates
Level 3 Support
- Extensive analysis (traces, logs, etc.)
- Debug source code, conduct unit testing and provide fixes
- Work with store personnel as required
- Work with 3rd party providers
- Prepare software packages for QA and distribution
- Ongoing status updates
