SeePoint TSS Help Desk
The SeePoint TSS Help Desk is the first point of contact for all customer
issues. The TSS Help Desk provides technical support services, online
through email and over the phone from 6am to 6pm (PST). Our extensive
knowledge and experience allows us to quickly diagnose any issues that may
arise, and determine the quickest route to resolution to ensure minimum
downtime for our customers. 24/7 support options are available if required
by the customer.
SeePoint TSS inquiries are categorized according to the urgency of
the issue:
Severity Level 4 (SL4)—you need information or assistance concerning
SeePoint product capabilities, product installation, or basic
product configuration.
Severity Level 3 (SL3)—your kiosk, or peripheral, is not performing
as expected. System functionality is noticeably impaired, but most
operations continue to function normally.
Severity Level 2 (SL2)—the performance of your kiosk, or peripheral,
is severely degraded, affecting significant aspects of its operations.
No workaround is available.
Severity Level 1 (SL1)—your kiosk is down, and a critical impact to
operations will occur if the unit is not restored quickly. No
workaround is available.
The SeePoint TSS Help Desk will work with the customer to correctly
categorize the issue. SL4 and SL3 issues will be handled by the standard
SeePoint TSS Help Desk team. SL2 and SL1 issues will be immediately
forwarded to the SeePoint TSS Escalation team.
SeePoint TSS Escalation
The SeePoint TSS Escalation team addresses SL1 and SL2 priority issues.
These classifications are assigned when an issue is significant enough to
negatively impact the customer’s business operations. A SeePoint engineer
will immediately open a case file and work with both the TSS Help Desk and
the customer to ensure a timely resolution to the issue.
