How to submit a hardware maintenance request


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


Step 1: Screen Error Message

Check for the below message on the touchscreen



Step 2: Alert designated site contact

Advise the designated site contact that the kiosk is displaying the Kiosk Under Maintenance message.


Step 3: Raise a service request.

Go to https://www.riw.net.au/contact-us/request-a-service/ and raise a service request under the category RIW Hardware Technical Support Request.


Step 4: Information for the service request

The following information needs to be completed in the service request.


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 Hardware item is located

 

Asset Number or Device Name if known

 

Details of issue & Troubleshooting Steps

 

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 5: Definitions of support

Priority 1 means an incident that results in all users being unable to operate the system in accordance with the business processes or severely impacts business productivity and service levels. Incidents considered to be priority 1 are: 

 

  1. Kiosk is not following expected behaviour for all users i.e. system logic is not being followed for all users whilst in use e.g. Not allowing workers to click on the ‘Sign In’ button, printer does not function, ATW’s are not being checked, records are unfound using a RIW card. 
  2. Kiosk and Turnstile offline mode not allowing workers to enter site. 
  3. Kiosk or Turnstile device does not power up as expected despite being plugged in. 
  4. Kiosk screen is on and working however, display has a black screen and is unresponsive. 
  5. Turnstile does not function as expected i.e. light indicator is unresponsive, card scanner has no light. 

 

Priority 2 means an incident that significantly impacts the user’s ability to use the application without using unsustainable workarounds or has a major impact on business productivity and service levels. Incidents considered to be priority 2 are: 

 

  1. Kiosk is not following expected behaviour for most users i.e. system logic is not being followed for most users whilst in use e.g. Not allowing most workers to click on the ‘Sign In’ button, printer does not function, ATW’s are not being checked, records are unfound using an RIW card. 
  2. Kiosk and Turnstile offline mode not allowing most workers to enter site 

 

Priority 3 means an incident that has a minor impact on the user’s ability to use the application using sustainable workarounds or has a minor impact on business productivity and service levels. Incidents considered to be priority 3 are: 

 

  1. Kiosk is not following expected behaviour for some users i.e. system logic is not being followed for some users whilst in use e.g. Not allowing some workers to click on the ‘Sign In’ button, printer not functioning, ATW’s are not being checked, records are unfound using an RIW card. 
  2. Kiosk and Turnstile offline mode not allowing some workers to enter site 

 

Priority 4 means an incident that does not impede the user’s ability to use the application or does not impact business productivity and service levels.  This defect severity level is used to highlight cosmetic or nuisance issues. Incidents considered to be priority 4 are: 

 

  1. Kiosk workflow could use minor changes to enhance user experience 
  2. Cosmetic UX/UI changes




RIW Knowledge Centre Article Link: https://support.riw.net.au/support/solutions/articles/51000155011




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