Support Policy

When emergencies and outages happen is important to keep record of events and information regarding the outage, to analyse what went wrong, and how it can be prevented.

This is crucial to conduct investigation effectively, patch problems and prevent them in the future.

No Internet connection

If you have no internet connection follow the steps:

• Stop online ordering from QR code app and delivery connectors as soon as possible.
• Use manual ordering (Simphony workstations and tablet).
• Open a critical impact ticket on Vapiano support portal with Internet category.
• Monitor connection.

Other potential connectivity issues

If internal network is compromised, you have options to continue operating. It’s rare that the entire structure doesn’t work, unless electricity is absent.

Determine what part of the structure is affected:

1. Wi-Fi signal and wired connection is available, but internet connection doesn’t work.
2. Wi-Fi signal not available, but internet connection is working on wired devices.

• In the case 1:
  • Continue to operate in manual order mode (Simphony workstation and tablets).
  • Open a critical impact ticket on Vapiano support portal with Internet category.
  • Monitor connection.

• In the case 2:
  • Continue operating with Simphony main workstation, as it’s the only one connected with a wire.
  • If possible, advise customers that they can order with 4g/5g connection.
  • Open a critical impact ticket on Vapiano support portal with Internet category.
  • Monitor connection

Oracle main device

If main oracle device is not available, you will not be able to post any order manually or from online ordering. This may be because of cabling issue to the device, or due to recent power cuts, where it did not restart correctly.

In this case:

• Open a critical impact ticket on Vapiano support portal with Simphony category.
• Check electricity availability in the server room area.
• If electricity is stable, monitor ordering status frequently.
• Note down the order and take payments without trying to post it on the workstation.
• Post orders once device is online again.

Card terminals not available

You should report immediately card terminal issues, to avoid this scenario. A order for a new device can take a few days, so it’s important to request replacements as soon as problem is identified to allow plenty of time to receive and configure terminal, while you use other still available.

If no card payments are available:

• Stop using manual ordering, as you will not be able to finalise payments.
• Open a critical impact ticket on Vapiano support portal with Payment category.
• Ask customers to complete order on the QR code app.
• Check the terminal status frequently.
• If terminals are absent, due to loss or damage, continue using QR code app with online ordering until you receive replacement.

Additionally, you can use a smartphone to process online order on behalf of the customer.

Make sure you report any damage, loss, or issue with card terminal devices as soon as this occurs, so that IT support can quickly arrange replacement to avoid this scenario.

Online checkout payments not available

If online checkout payments are not available due to problems with Adyen processing:

• Stop online ordering as soon as possible and offer manual orders (Simphony workstations and tablets).
• Keep delivery platforms live, as they handle payments separately.
• Open a critical impact ticket on Vapiano support portal with payment category.
• Check the payment status frequently

QR code app unstable

If online ordering page is unstable many customers may not be able to complete online orders. These outages are rare and have not lasted longer than 30 minutes.

If this happens:

• Disable online ordering.
• Proceed with manual ordering (Simphony workstations and tablets).
• Open a critical impact ticket on Vapiano support portal with online order app category.
• Check frequently if page is back online.

Delivery order errors

If Delivery orders are reaching Wi-q with error “We've experienced an error synchronising this order.”

Determine why this is happening:

1. Oracle main device is not responding
2. Only delivery is affected by errors.

• In case 1:
  • Follow the steps in section “Oracle main device”.

• In case 2:
  • Post all orders received with error manually in the till with delivery section.
  • Open a critical impact ticket on Vapiano support portal with delivery category.
  • Check if orders are still coming with errors frequently

KDS screens

If screens are not responding you will experience issues with orders not reaching the screens.

If orders stop reaching the screens:

• Open a critical impact ticket on Vapiano support portal with KDS category
• Don’t stop any ordering, as KDS will not affect online app or Simphony.
• Communicate tickets received from Simphony to the kitchen. You can print from the order history.
• Check screens status frequently

Double orders

If you experience double orders, where you receive payment once, but receive the order twice, this can be caused by integration delays.

If you are highly affected by this, do the following:

• Stop online ordering from Wi-q and delivery as soon as possible.
• Use manual ordering (Simphony workstations and tablet).
• Open a critical impact ticket on Vapiano support portal with Simphony category.
• Monitor ordering status