HOW TO TROUBLESHOOT TECHNICAL ISSUES

WHY To keep our promise to exceptionally accommodating hospitality and to embody our value of providing a reliably excellent product.

STANDARDS

✔ Troubleshoot IT any problems as quickly and discreetly as possible

✔ Creativity find a solution

STEPS

1. Check to make sure all devices have power and are TURNED ON.
2. Check to make sure all wire connections are properly connected.
   1. See the TECH CONNECTION MAP as a reference in the yellow binder
3. Check to make sure the WIFI is working.
   1. Go to a website like YouTube and try to play a video
   2. Make sure the device is on the proper WIFI network.
   3. See the TECH CONNECTION MAP as a reference
4. Hard TURN OFF the malfunctioning devices. Count 30 seconds. Turn back on.
   1. No internet: turn off/on Bell Modem
   2. No Touch Bistro: turn off/on Airport Extreme & Mac Mini & iPads
   3. No Printer: turn off/on Printer
5. Check for updates
   1. iPads - App Store>Search>Touch Bistro>Update
   2. Mac Mini - Touch Bistro Pro Server>Options>Check for Update
6. Call SUPPORT Desk for help
   1. Touch Bistro - 888-342-0131
      1. They will ask for your name and the name of the business: “The Vic Cafe”
   2. Chase - 800-265-5158
      1. They will ask for our merchant id: “6342185”
   3. Bell - 800-773-2121
      1. They will ask for our phone number associated with this account “613-476-5728 ” account #42499785
7. Enact emergency backup system
   1. Use the carbon note pads and calculators
   2. To open cash drawer use cash drawer key
   3. Point guests to the ATM if credit card machines aren’t working

AVOID

✗ Letting technical issues be an excuse for bad service