manual

MANAGEMENT FUNCTIONS
13
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 techni-
cians only. End users must contact either the sales organization that placed
the equipment or an authorized third party service organization 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 iden-
tification 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 inqui-
ries, 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.