Henderson Technology Support Update

Telephone : 02890941911

Opening Hours:

Mon -Thurs: 0730-1930

Fri: 0730-1800

Sat: 0900-1600

Sun: Emergency support Tel:  07767270842

As part of our continuous improvement process, listed below are indications of how the helpdesk team prioritise your calls, and an indication where possible of timeframes for response to them. Please note, these are indications, and timescales will vary due to workloads.

Priority 1 – Vital IT Issues – immediate response

• Site unable to trade
• Till(s) down (if dealing with multiple calls, these will be prioritised by number of available working tills on site)
• Forecourts – no till communications with pumps
• Issues with placing wholesale orders (2 hour response)

Priority 2 – Urgent IT Issues – 4 hour response

• Broadband router / store hardware fault
• Out of hours stock taking
• Card reader issues

Priority 3 –Analyst / Engineer – 24 hour response

• Back office reporting / operation / training issues
• PC issues
• Scales queries
• Printer issues
• Handset issues

Priority 4 – Non Urgent IT Issues – 96 hour response

• Back office sales reporting
• Till balancing issues

Other services on site are provided by third party companies, and as such we cannot give indications of timescales for fix / repair or issue resolution. These include:

• Broadband services (BT provide no ETA for fix, and so no guarantee of service is provided)
• Paypoint issues (hardware is supported directly by paypoint, as is the software used to run it)
• BP card readers and nectar points queries (all handled by BP directly)
• Texaco card readers (handled by Valero directly)
• Circle K Fuel sites (chip and pin terminals supported by CircleK)
• Pumps (physical pump issues must be reported to the pump provider)
• Fuel Cards (all handled by Sagepay)

Emergency 24 Hour Customer Support- Tel:  07767270842 (outside office hours)

Above all, Henderson Technology is there. Customers can get in touch with Henderson Technology with an emergency issue, 24/7, 365 days a year. * Customers will experience a single point of contact, creating a streamlined and thorough care package. Henderson Technology help desk is manned by professional IT solutions experts, well versed in every Henderson Technology product.*What defines an emergency situation*

-Tills down – unable to trade on 50% of tills
-Forecourt – no communications to pumps from tills or enabler pc
-Broadband issues
-Handset issues when ordering or stocktaking
-Back office pc down.