There are multiple degrees of support in the tech, or any other, major industry. These levels provide a hierarchy for companies to sort issues and make sure they are seen and handled by the appropriate staff.
Handpoint does not provide First Level support in most cases. Most merchants don't know anything about us beyond the name on their card reader, if applicable, and we're okay with that. We feel that it's much better if our partners have a closer relationship with their merchants, such as being the one to help them solve simple issues without passing the message down the chain to us. It won't take nearly as long for an issue to be resolved, and the entire experience will be more personalized overall.
Because of this philosophy, we've created this entire section to assist you in better supporting your merchants when it comes to providing First Level Support. Included are the tools you need to teach your merchants how to be independent and self-reliant, but also comfortable asking for help if they still need it. (We're here, too, if you need us, and we're happy to help.)
Introduction to Support
First Level Support can be split into multiple tiers of difficulty:
The simplest form, occupying the first tier, is basic getting started knowledge and support. This isn't so much troubleshooting as a thorough guide for setting up hardware and software. Merchants who need this kind of information can be provided it without having to get in touch with a support tech.
The next tier, the second-highest on the Support tree, is occupied by Quick Fixes; problems that are common and crop up more frequently than others. At this level, it's necessary to provide trouble shooting step-by-step guides, but beyond pointing in the right direction, support request-response interactions should be minimal.
The third tier is a more specialized kind of help. When basic troubleshooting guides don't address specific problems, assistance and FAQs that are more specific to the problem and the steps that led up to it. While still considered First Level Support, these context-based issues require a slightly more technical approach to correct. Specific error messages make up this tier.
And finally, when all else fails, it may be necessary to contact Handpoint Support. Some issues can only be resolved from our end, and in those cases, we are happy to assist.
So, let's get started.
Getting Started
Setup and basic knowledge. This is the basic training section, knowledge that merchants can learn themselves. Handpoint provides card reader user guides and guide for our Handpoint mobile payment apps right here, as well as warranty information.
Guides:
Getting Started with the Handpoint Apps