Triton FT7000XP User Manual - Manual (Page 206)

B-6
M
ODEL
FT7000 XP U
SER
M
ANUAL
T
RITON
’
S
T
ECHNICAL
S
ERVICES
D
EPARTMENT
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.
A
UTOMATED
V
OICE
M
AIL
S
YSTEM
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 assist-
ing 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, and
• 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.
A
UTHORIZED
I
NSTALLATION AND
S
ERVICE
P
ROVIDERS
Triton utilizes several nationwide and regional authorized third party maintenance providers. Triton recom-
mends all ATMs be installed and serviced by service technicians certified by Triton. This includes autho-
rized third party service technicians and technicians who have been factory trained by Triton to service
ATM equipment. Installation or repairs attempted by unauthorized service technicians may void the
warranty or warranty claims denied on the product.
Please contact Triton’s Technical Services department at (800) 259-6672 for a list of our third party service
providers and/or to obtain information on the requirements and procedures for becoming a certified Triton
service technician.