Where an RIW System enabled Kiosk or Tablet solution requires maintenance due to a system fault or other operational issue, and is not available for use for sign in/sign out, please follow the instructions detailed below.

Step 1: Raise a service request or contact RIW Service Desk (urgent/out of hours)

To raise RIW Hardware Technical Support Request, go to https://www.riw.net.au/contact-us/request-a-service/ and select category & sub-category mentioned in the below screenshot:

If the matter is more urgent and/or out of hours, you can contact the RIW Service Desk direct on 1300 101 682. An urgent request would be considered a Priority 1 or 2 issue, as detailed in the Priority Definitions of Support at the end of this article.

Step 2: Fill in  the service request

The following information needs to be completed in the service request.  If you are calling the RIW Service Desk for an urgent request, having this information ready will assist in prioritisation an triage.

Field	Option
Full name
Phone number
Email address
Alternative contact full name
Alternative contact phone number
Alternative contact email address
Type of hardware this issue relates to	Kiosk Tablet Turnstile Printer Scanner Breathalyser
Name of site where hardware item is located
Asset number or device name if known
Details of issue & troubleshooting steps undertaken
Is the issue affecting ALL workers on site?	Yes No
Is there a redundancy (another Kiosk/Turnstile available for use) in place?	Yes No
Is this specific issue affecting MULTIPLE sites?	Yes No
Are you in a shutdown or impending shutdown which will require this device to be functional?	Yes No
How long has this device been deployed on site for?

Step 3: Triage and response

The issue will be triaged using the priority definitions listed below.  If a technician is required to attend site, the RIW Service Desk will coordinate the call-out.  Please note that if a call-out is required and the issue is a non-warranty item, then a call-out fee may be charged.  This will be discussed with you during fault resolution. 

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Priority definitions of support

• Priority 1 (P1) means an issue that results in users being unable to operate the device (ie the Hardware Devices and Software, including the Kiosk and Turnstile / Transient Point Solution) in accordance with the business processes or severely impacts business productivity and service levels.
• Priority 2 (P2) means an issue that significantly impacts the user’s ability to use the device (ie the Hardware Devices and Software, including the Kiosk and Turnstile / Transient Point Solution) without using unsustainable workarounds or has a major impact on business productivity and service levels.
• Priority 3 (P3) means an issue that has a minor impact on the user’s ability to use the device (ie the Hardware Devices and Software, including the Kiosk and Turnstile / Transient Point Solution) using sustainable workarounds or has a minor impact on business productivity and service levels.
• Priority 4 (P4) means an issue that does not impede the user’s ability to use the device (ie the Hardware Devices and Software, including the Turnstile / Transient Point Solution) or does not impact business productivity and service levels. This defect severity level is used to highlight cosmetic or nuisance issues.

Resolution timeframes (approximate)

Priority	Response	Workaround time	Fix time	Technician to attend site
P1	30 mins	2 hrs	4 hrs	3 hrs
P2	1 hr	4 hrs	8 hrs	5 hrs
P3	4 hrs	8 hrs	24 hrs	24 hrs by appointment
P4	8 hrs	1.5 days	3 days	3 days by appointment

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RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000155011

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