Team on going anything related to Acrelec we have to reach out to the following people no more Andrew: us.helpdesk@acrelec.com is where you can create a ticket with the helpdesk for proper tracking, and you can copy sean.clerkin@acrelec.com  or David.Allen@acrelec.com from the helpdesk team.

 

Escalation for Self-Supported Sites

For self-supported sites, the L1 provider should contact Acrelec directly by phone at 1-866-460-3416 to escalate cases and perform on site troubleshooting.

Service desk organizations also have the ability to self submit cases by emailing us.helpdesk@acrelec.com A Case will automatically be created, if you need to speak with someone directly please call 1-866-460-3416

We ask sites use the following template and include the following details.

Site Information

– Store Number: [Insert Store Number]

– Address: [Insert Address]

– Store Phone Number: [Insert Store Phone Number]

– Store Email Address: [Insert Store Email Address]

– Time Zone: [Insert Time Zone]

Point of Contact Information

– Name: [Insert Name]

– Position: [Insert Position]

– Phone Number: [Insert Phone Number]

– Email Address: [Insert Email Address]

Hardware Information

– Device Type: [Insert Device Type]

– Does the device have an Active Network Connection?

– Affected IP Address: [Insert Affected IP Address]

Issue Description

Summary of the Issue:

[Provide a detailed description of the issue, including any error messages, symptoms, and steps to reproduce the problem.

If this is a content issue, please include a picture of the incorrect content. For pricing issues please include the item, the PLU, what it is showing on the Acrelec Device and what it shows in the POS, and what the correct price should be.

Troubleshooting Steps Taken:

[List any troubleshooting steps you have already taken to resolve the issue, such as restarting the device, checking connections, etc.]

Urgency Level

– Low (Non-critical issue)

– Medium (Affects productivity but able to trade)

– High (Critical issue- Unable to trade)

Attachments

[Required Photos; pictures of the issue (up close and wide angled), pictures of the footer screws, pictures of the power indicator lights]

If photos are not provided the ticket will be deescalated

How to Submit a Case

  1. Complete this form with all required fields and attachments.
  2. Email the completed form to: us.helpdesk@acrelec.com

– Subject Line: Taco Bell Canada Support Case – [Store Number] – [Brief Issue Summary]

  1. If urgent, call the support line at: 1-866-460-3416 after submitting the form.
  2. You will receive a confirmation email with your Case ID and next steps.