Contact: 0333 405 0011
Technical Support and Maintenance
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Sentios Technology provides hardware selection, site survey and installation services, as well as after-sales technical support. Sentios employs world-class ITIL and service best practices to deliver outstanding site survey, installation and technical support services. We recognize the importance of listening to customer requirements and addressing them with appropriate resource allocation, technical expertise, robust processes and service management systems. We include out of hours options for 7-7 (7am to 7pm) or 24/7 cover where standard 9-5 cover is not adequate. Loop stock inventory management enables efficient incident to resolution cycle times. Service calls may be logged via the Sentios client zone portal, by phone, email or automatically through Sentios-Sentinel™ monitoring. Once logged, repair call-out progress and visit scheduling is tracked and communicated to the relevant client parties.
A rigorous technical selection and training programme ensures that all maintenance service engineers are trained and well equipped and familiar with the specialist hardware (for example kiosks and EPOS terminals) they are supporting. The attending engineer will carry photo ID cards which list, where necessary, the security clearance levels they have passed (for example Airside clearance for airports, CTC for MOD sites, PNC for schools etc.). Technical service provision is supported by clearly defined SLA (Service Level Agreements) consisting of both response and resolve measures, balanced against quality metrics such as first time fix and quality of resolution.
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Aside from emergency call out responses, Sentios-Service encourages regular preventative maintenance measures on specialist kiosk equipment to ensure up-time and reliability of hardware to maintain continuity of service to your customers.
World class ITIL and service best practices include :
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Define and measure to ensure consistent service provision, including voice of customer |
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Service & Operational level agreements, and underpinning supplier contracts to support SLM |
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A clear and defined process for approaching and resolving reported service calls and incidents |
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A clear and defined process for dealing with non-critical service and technical requests |
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A preventative measure to proactively identify and manage repeat incidents and known failures |
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Effective technical knowledge sharing via internal SKMS. For reactive and preventative service |
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Using Sentios-Sentinel™ to remotely monitor and manage kiosk fleets and service conditions |
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Demand analysis and appropriate resourcing to provide ample kiosk service coverage |
Kiosk Service & Product Modules
Sentios Technology interactive software modules are a collection of application components which can be combined or selected individually to enhance interactive hardware & solutions. To learn more about interactive software modules, please select an item from the software module below :
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User |
Secure |
System |
Content |
Vend |
Transaction |
Digital |
Power |
Remote |
Systems |
For more information please call 0333 405 0011.
Kiosk Support & Telemetry
For kiosk deployments, Sentios take a collaborative approach to installation planning and, where appropriate, detail plans, site surveys, ground works, cabling and other logistical arrangements.
As the majority of kiosks are unsupervised, a faulty or off-line kiosk may go unnoticed for some time. Sentios-Sentinel™ technology offers the perfect solution by providing remote monitoring, management and diagnostics for touch screen kiosk deployments - working 24/7 to ensure maximum up-time for your self-service solution. Alerts can be sent via SMS text or Email to on-site personnel for day-to-day management (i.e. printer paper low / note acceptor full) or, combined with a kiosk service package, to on-call technical engineers in case of system failure.
You can remotely monitor and manage your full kiosk deployment with Sentinel-Client monitoring software, or from anywhere with internet access using our web based management tool. All kiosk repair status information is tracked in real time and displayed as a simple traffic light dashboard system to allow easy visualisation of the status of your kiosk fleet. This will demonstrate which kiosks are currently on-line, which are in use and any that are in need of attention or support.
In addition to the snap-shot health check that the traffic light dashboard interface supplies, Sentinel is able to provide detailed KPI (Key Performance Indicators) metrics for kiosk usage and performance such as kiosk sales, vending volumes and usage data. The output of this information can be tailored to suit your kiosk maintenance services and management information reporting requirements in a variety of standard graph formats or as extracted spreadsheet data.
Combined with a kiosk service package, Sentinel also enables Sentios technicians to monitor your kiosk deployments 24 hours per day, 365 days per year, and remotely fix or dispatch engineers to minimise downtime and maximise customer satisfaction. This facilitates a proactive approach to service delivery whereby our technical kiosk support staff are alerted to incidents which they can respond to, potentially before the customer or user is aware of the issue.
Sentinel Key Features include :
- Event monitoring
- Remote access
- Remote diagnostics
- Alert configuration
- Kiosk IP and status check-in
- Online status polling
Kiosk Support Function Model
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