SERVICE ISSUE DEFINITIONS
At Retail Solutions Ltd., we categorize service issues into three levels to ensure efficient resolution based on urgency and impact:
Critical Issues
These are system-wide failures that prevent business operations. Critical issues require immediate attention and may include:
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POS system failure preventing sales transactions
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Network outages disrupting all connected devices
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Server crashes causing data inaccessibility
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Security breaches or system compromises
Major Issues
These are significant disruptions that affect core business functions but do not completely halt operations. Examples include:
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Partial POS system failure (e.g., one register is down, but others function)
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Network instability causing intermittent connectivity issues
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Peripheral device failures, such as receipt printers or barcode scanners, that impact efficiency
Minor Issues
These are non-urgent issues that do not directly impact business operations but may require resolution for optimal performance. Examples include:
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Minor software glitches that have workarounds
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Non-critical hardware malfunctions, such as a secondary monitor not displaying properly
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User training or configuration adjustments
By categorizing service issues, we ensure prompt and appropriate support, minimizing downtime and keeping your business running smoothly.