Triton 9661 Operation Manual - Manual (Page 241)

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T RITON S YSTEMS , I NC .
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ANUAL
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ARRANTY AND
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ROCEDURES
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9640/9641/9660/9661
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ECHNICAL
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ERVICES
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The primary purpose of the Technical Services Department is to provide assistance to customers in the operation,
trouble shooting, and repair of equipment manufactured by Triton. A toll-free phone number (1-800-259-6672) is
provided for convenience. The Technical Services Department operates to serve our customers. The staff is trained to
follow our policies and procedures to ensure fair and uniform treatment of all our customers.
Automated Voice Mail System. Our goal is to have a ‘live’ person answer 100% of all incoming calls (during regular
support hours). On occasion, however, call loads may exceed the capacity of the staff. When this occurs, an automated
voice mail system will answer the call, indicate to the caller that all Technical Support Specialists are busy assisting
others, and ask the caller to leave detailed information about the nature of the call.
Should it become necessary to leave a voice mail message, the caller should state:
• their name
• the organization for which they work
• the serial number of the equipment they are calling about
• detailed description of the problem that they are experiencing
• phone number where they can be reached, including area code.
As Technical Support Specialists become available, they check for voice mail messages and return calls in the order in.
which they were received. By providing the information requested in the voice mail, the technician can be prepared
when your call is returned. Triton asks you to be patient if you must leave voice mail, and assures you that your call is
important to us and that we will respond promptly.
Calls for Service or Repair. Calls for service or repair will be accepted from authorized service technicians only. End
users must contact either the sales organization that placed the equipment or an authorized third party service organi-
zation to obtain service. The sections that follow describe the policies and procedures that relate to the repair and
replacement of malfunctioning equipment.
Questions on Operation of Equipment. Technical support is available to owners of Triton equipment and to quali-
fied service personnel. When calling for help with the configuration or operation of a Triton product, the caller must
provide either positive identification as a service technician or the serial number of a Triton terminal. Technical
support is provided during normal business hours for the life of the product.
When calling for help with an operational Problem, please have available information pertaining to the nature of the
trouble. This includes the type of equipment, examples of what is or is not happening, and the name of the processor
that supports your terminal.
All questions pertaining to the settlement of accounts, transaction inquiries, and fund status must be directed to the
processor. Triton does not have access to the information needed to answer questions relating to specific transactions.