Program and Policy Reference Manual Version 2.

Radiant Service Partner

 2004 Radiant Systems, Inc. All Rights Reserved

The information contained in this manual is considered confidential and proprietary to Radiant Systems. No part of this document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic or mechanical, including photocopying and recording for any purpose, without the prior written permission of Radiant. INFORMATION IN THIS DOCUMENT IS SUBJECT TO CHANGE BY RADIANT WITHOUT NOTICE. RADIANT DOES NOT WARRANT THE ACCURACY OF THE INFORMATION CONTAINED IN THIS DOCUMENT.

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Table of Contents

Introduction............................................................................................................... 2 Radiant Service Partner Program.............................................................................. 3 Radiant Service Partner (RSP) Responsibilities................................................... 4 Radiants Ambassador Image .............................................................................. 5 Radiant/Client Relationships................................................................................ 5 Dress Code ........................................................................................................... 6 Call Handling............................................................................................................ 6 Receiving a Call ................................................................................................... 6 Updating a Call .................................................................................................... 7 Completing the Radiant Work Order form .......................................................... 7 Closing a Call....................................................................................................... 9 Return to Service Documentation ...................................................................... 10 Responsibilities for Radiant Equipment ................................................................. 10 Equipment Return Instructions ............................................................................... 11 Example of shipping label.................................................................................. 12 Invoicing ............................................................................................................ 13 Sample Invoice................................................................................................... 14 Training Program.................................................................................................... 15 Web Training ..................................................................................................... 15 Hardware Satisfaction Survey............................................................................ 16 Example Satisfaction Survey card...................................................................... 16 Common Abbreviations .......................................................................................... 17 Contact Information ................................................................................................ 18 List of Required Tools ............................................................................................ 19

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Introduction
Welcome to the Radiant Systems family! You have joined an international team of premium on-site support professionals proud of their excellent customer service, high levels of POS knowledge and unparalleled professionalism. Headquartered in Atlanta, Radiant has deployed its solutions in more than 55,000 sites worldwide. As a partner, through your demeanor and positive interaction with each client, you are expected to maintain the integrity of our agreement, billing and support specifics that help Radiant succeed in all markets.

Radiant Systemsenabling operational excellence

Developing long term client satisfaction through the delivery of quality products and services.

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Radiant Service Partner Program

Now that you have joined The Radiant Service Partner (RSP) Program, you are a partner in an elite network of individuals and small companies who provide on-site services to Radiant clients virtually anywhere in the world. Through web based training and quality control programs, you are prepared to quickly and efficiently solve any hardware issue using Radiants proven and comprehensive support methodology. As a Radiant Service Partner, you have the opportunity to provide the following types of services: Site service call Part swaps Troubleshooting assistance Testing network issues on site Preventative maintenance

RSP technicians may have the opportunity to become Radiant Installers and have the opportunity to provide the following services: Site surveys Hardware installation Cabling and bracketing Networking Installation/ Move/ Add/ Change

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Radiant Service Partner (RSP) Responsibilities

Provide on-site labor and technical services for Radiants client support cases. Provide support for Radiant hardware during contracted SLAs, including nights, weekends, and holidays (4-hour response, NBD and NCD). Own and carry standard tools and test devices used in troubleshooting and repair (See Appendix A) Have working knowledge of RTS Documentation, replacement process and Radiant HWRR parts. Comply with the Radiant Systems dispatching process, including responding to pages in a given time, providing periodic status updates when calling in to Radiant as needed and closing the call with Radiant prior to departing site. Arrive on site, meet the client and perform the repair while maintaining a professional demeanor and image (see Radiant Ambassador Image). Obtain RMA # from Radiant for each swapped part. Repackage and deliver the return parts to the UPS mailing facility within 5 days of completing the maintenance service. Affix the box with the return label (provided by Radiant) and clearly print the RMA number on the outside of the box and on shipping label (number found on upper right corner of work order). Maintain accurate records and receipts from all return part shipments. When dropping a defective Radiant part off to be returned to Radiant at a UPS location the RSP should always request a receipt. This receipt will be required to validate any dispute for non-returned hardware. Inform the Radiant Dispatch Center as soon as possible when a service call is determined to be beyond standard scope of contract. Confidentially notify Radiant Dispatch Center (RDC) if hardware replacement has been caused due to lightening strike, flood, user abuse or accidental damage. Use best efforts in caring for and managing all consigned tools and parts in your possession. Generate and submit billing to Radiant weekly, (See attached sample) as agreed for all standard services, OOS items and special projects.

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Refrain from discussing Radiant financial issues or disputes with on-site clientele or managers.

Radiants Ambassador Image

Always remember first impressions are hard to change
As an RSP technician you represent Radiant Systems. In several cases YOU are the only individual to have face-to-face contact with a client during their support experience. We entrust you to leave our clients with a positive, professional and approachable image as well as a good impression of Radiant as a whole. For further information please reference the Radiant Service Partner Code of Conduct and Ethics located in the Radiant Training Center under the Resources tab.

Radiant/Client Relationships
The success of Radiant depends upon the quality of the relationships between Radiant, our employees, our clients, our suppliers and the general public. Our clients impression of Radiant and their interest and willingness to engage our services are greatly formed by the people who serve them. There are several things you can do to help give clients a good impression of Radiant: Act competently and deal with clients in a courteous and respectful manner. Communicate pleasantly and respectfully with clients at all times. Promptly provide professional responses to inquiries and requests. Remember to follow up when applicable. Perform all duties in an orderly manner. Take great pride in your work and enjoy doing your very best.

Because our success is so highly dependent upon these relationships, discourtesy or disrespect to a client or another member of the public cannot be tolerated and may result in termination of Services Agreement.

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Likewise, our clients and the people we do business with must be respectful to you. We do not expect you to suffer abuse. Therefore, report inappropriate behavior to the RDC. If you find yourself in a situation where you do not feel comfortable or capable of handling a client, respectfully end the conversation and contact the RDC immediately.

Dress Code
Radiant observes a business casual dress code when visiting a client site. This dress code has been created to attain the following objectives: To present a professional image to our clients and other employees To maintain a consistent and professional look for all on-site services Clothing should be professional, neat, clean, wrinkle free, comfortable, unfaded and without holes or frayed areas. Clothing should not be tight fitting, revealing, stained, torn, sloppy, or too short. Shoes should be in good repair. Jewelry should not be excessive or pose a safety hazard. We ask that all ambassadors wear a business casual, collared shirt while servicing a Radiant client. This may include a collared shirt embossed with your own companys logo. We also require that all on-site employees wear Blue/Black Jeans or Blue/Black/Tan Khakis (or Skirts) while at a client site. Rule of Thumb: The clothing you wear should be appropriate for meeting a client at the client site. The clothing you wear at a client site should set you apart from any other service provider at the facility. If you are unsure about your clothing, then chances are it is probably not appropriate for work.

Call Handling Receiving a Call

The RDC contacts you with the call information. The RDC tells you the location of the call, a brief problem description and what part is needed.

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Verify that you can meet the Service Level Agreement (SLA) arrival time and that you have access to the necessary tools to complete the call. A list of standard tools is listed on Appendix A and any additional tools will be listed on the Scope of Work for the call. If you cannot make the arrival SLA, please let the RDC know and give them the reason why you cannot make the call. If parts are determined to be required, the RDC notifies you of the part ETA. If you accept the call, give the RDC your ETA for arriving onsite. If you have any questions please call into the RDC and reference the work order number. There are several circumstances in which you should call the RDC to update a call, have the reference number available to give the RDC: o Change in ETA o Problems encountered on-site that will interfere with you completing the work order o After being onsite for 1.5 hours for authorization o When updating the RDC please give them a complete description of on the situation, include names, times, and your location.

Updating a Call

Completing the Radiant Work Order form

When accepting a Radiant Work order you will be emailed a work order form. This form contains all of the necessary information pertaining to the site and work that needs to be performed on site. The completion of the form is vital for your records and well as the quick and accurate payment for the work you performed. On the work order form there are several lines that are required to be filled out: Description of the resolution action Name of Manger on Duty Name of RDC member you closed the call with Return waybill number Miles to the site Arrival time onsite Manager on Duties initials and signature

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Sample Work Order:

Work Order# This is used for opening and closing a job RMA# Site address and contact information

Replacement part information

Problem description

Breif description of the resolution

Return Air bill number Miles/KLMS to site Start time from home Arrival onsite Complete time

Name of MOD

Name of RDC Member

MOD initials

Your Signature

MOD Signature

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Closing a Call

1. Close the call with the RDC after you complete the work on-site.
2. Please call from the client site and include the following information when closing a call: Name of person you worked with at the site. Closing time. Work Performed. Reason old part was bad. Old and new Serial numbers Tracking number (Waybill Number) required You will be asked to have the store manager verify the work is completed with the RDC. 3. Leave the comment card with the site manager on duty. The comment card can be found in the box that the part was shipped in to the site. Please ask the site manager to complete the card and return it to Radiant Systems. 4. Have the manager on duty sign the work order authorizing the work is completed. Note: If there is no Air Bill, please let the RDC know and one will be emailed to you. Put the RMA number on the waybill. You are held responsible for the return of the part so make sure you keep a copy of the waybill. Also, you should be able to obtain a receipt from UPS confirming that you dropped off the package if you do the following: Drop off the package at any UPS drop off facility. Drop off the package with an UPS driver.

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Return to Service Documentation

Radiant Return to Service (RTS) documents are included in most replacement part shipments. You can identify the RTS documents easily as they are printed on bright yellow paper. Items that do not contain RTS documents are typically simple to install and/or are consumable parts. If you are in need of technical support beyond the RTS documentation, please call the RDC and they will transfer you to the appropriate helpdesk for assistance. Additional RTS documentation can also be found by accessing the Radiant Knowledge System. We encourage you to print copies and add documents here to build your own library of RTS documentation.

Responsibilities for Radiant Equipment

Radiants business model engages the use of an independent logistics network to deliver replacement Parts to the client site. Responsibility for the safe return of the defective parts to Radiant Systems Atlanta Repair Depot transfers to the RSP upon de-installation of the defective hardware. It is important to adhere to any specific guidelines for the return of parts. In most cases, these are referenced with documentation included in the replacement part. For instance, printer toner cartridges must be removed from equipment prior to being returned. Radiants current process incorporates the use of pre-paid return freight that accompanies the replacement Part to the site. The RSP maintains liability for the defective part return even in the event that the pre-paid return freight is not included with the replacement Part. The RSP is financially liable for any hardware not returned to Radiant Systems within 30 days. Unless the RSP has a signed UPS receipt as proof of drop off. The RSP also remains liable for any hardware damage incurred during shipping resulting from the use of incorrect or nonRadiant supplied packaging materials.

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Equipment Return Instructions

In order to ensure proper return of your equipment please complete the following steps: 1. Unpack the replacement equipment. 2. Keep all packaging, foam and the box, as you will use this to return the defective equipment. 3. Locate the Return Material Authorization (RMA) paperwork (3 copies, if provided). Picking Tickets stamped as CONSUMABLE identifies equipment that does not need to be returned. 4. Clearly print the RMA number on the outside of package and on the reference number line of the shipping label (the RMA number is found on upper right corner of work order). Pack the defective equipment using the box, packing or foam from the original shipment. Failure to clearly print the RMA number on all returning items and shipping labels may result in a delay of payment. 5. Place ONE (1) copy of the RMA paperwork from step # 3 into the box with the defective equipment. This paperwork is needed to ensure proper credit and to ensure timely payment of the contractors invoice. Keep the remaining TWO (2) copies of the picking ticket for proof of delivery. 6. Affix the provided shipping label to the top of the package. You may drop off the package at any UPS drop off facility. 7. Obtain a receipt from the shipping location. This documentation is very important in the unlikely event that the package is not received by Radiant.

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Example of shipping label

PRINT RMA NUMER HERE

Example of RMA codes

RMW123456789 RTC123456789 RTP123456789

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Invoicing

1. Invoices are paid according to your Business Agreement. Work orders are signed by the site Manager on Duty and should be returned with the invoice for each case. 2. Invoices need to include the following information: (See attached sample) Site Name and Number PPM/OPPM WO/RTP # Hours On-Site Rate Amount Attach a copy of the signed work order

3. All invoices should be mailed, faxed or emailed to the Radiant corporate office: 3925 Brookside Parkway ATTN: Field Services Administrator Alpharetta, GA 30022 USA FAX: 770-754-7799 email: rsp@radiantsystems.com Do Not send a bill to Radiants clients. Do Not call Radiants clients with billing concerns. If you are on-site for over 1.5 hours, you must call the RDC for approval. (If you do not do this, you will not be paid for anything over the 1.5 hours.) If you have a concern with billing, please contact the RDC and ask to speak to the RSP Manager.

Important:

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Sample Invoice

RSP Company Name Company Contact Name Street address City, State zip Phone number Fax number Email address Customer: RSP Administrator Radiant Systems Inc 3025 Brookside parkway Alpharetta, GA 30022 Date 7/27/07 Items: Work order XXXXX Total 2.5

Invoice number XXXXX Note: The Invoice number should be the same as the Radiant Work Order number if possible Date 8/02/07

Hours $000.00

Radiant Service Call Work Order Number Radiant Site Name Site address Site state city and zip Detailed breakdown of the charges

Note: The Rates for PPM/OPPM are located on your signed Business Agreement Document

1.5 hrs @ 000.00 PPM = $00.00 1.0 hrs @ 00.00 PPM = $00.00 Tolls/Parking = $00.00 Mileage 20 PPM = No Charge (Under 50 Miles) New Part Serial Number XXXXXX Old Part Serial Number XXXXXX Return Tracking Number (UPS tracking number) Basic description of the service call: Went to the site and replaced Radiant equipment. Problem was resolved. Defective part returned on 7/30/07. Total Due: $000.00

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Training Program
Radiant Systems offers service partners a web-based training program. This training program is design to enhance the knowledge that our partners already have and is used to increase your overall position in the ranking system. Obtaining training ensures that our partners provide the highest quality hardware maintenance services for the Radiant solution. For more information please reference Radiant Service Partner WebBased Training Instructions for Radiant Training Center located in the Radiant Training Center under the Resources tab.

Web Training
Radiant provides RSPs with web-based training to provide technicians with an overview of various topics. Each presentation is assigned a credit amount based on length and complexity. Additional training will be added in the future and you will receive an email alerting you to complete the new training at your earliest convenience. To access the website and complete the web-based training, follow the steps outlined in the Radiant Service Partner Web-Based Training Instruction Guide

RSP Program Metrics

To ensure that Radiants clients receive excellent service and support, Radiant has put into practice several key metrics specifically for the RSP Program. Each of these metrics is important to our success in the industry. If we work together these metrics can be easily attained!

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Hardware Satisfaction Survey

A Hardware Satisfaction Survey card is included in every part shipped from Radiant. The comment card survey is divided into two sections, Hardware Service and On-Site Service. It is filled out by the client and returned to Radiant Systems. The client evaluates your performance on a 14 scale in the following areas: Arrived Within Timeframe Expected Effectively Replaced The Part Represented Radiant In A Professional Manner Each card is reviewed and the scores are entered into a database for reporting. In order to stay in Good Standing you must maintain an average score of 3+.

Example Satisfaction Survey card

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Common Abbreviations
The following list outlines some commonly used abbreviations for Radiant Service. ETA: PCS: RDC: RSP: RTP: RTS: SLA: SPL: RMA: PPM: Estimated Time of Arrival Petroleum and Convenience Store Radiant Dispatch Center Radiant Service Partner Radiant Third Party Return to Service Service Level Agreement Service Parts Logistics Return Material Authorization Primary Period of Maintenance

OPPM: Outside Primary Period of Maintenance

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Contact Information

For Dispatch and Cases: Radiant Dispatch Center (RDC) Email: DispatchCenter@radiantsystems.com Phone: 1-800-454-8444 (option 1, option 8, option 1) Fax: 770.754.7799 For Radiant Technical Support: Radiant Help Desk Phone: 1-800-454-8444 (option 1, option 8, option 1) For Invoicing: Email: rsp@radiantsystems.com Fax: 770.754.7799 Address: Radiant Systems ATTN: Field Services Administrator 3925 Brookside Parkway Alpharetta, GA 30022 For Returning Parts: SPL Phone: 1-800-454-8444 (option 1, option 8, option 1) Address: Radiant Systems ATTN: AED Department 6610 Shiloh Road East; DOCK B Alpharetta, GA 30005 Tracking Website: www.UPS.com For RSP Program Information and Issues: RSP Manager Email: rsp@radiantsystems.com Fax: (770) 754-7799 Website: www.radiantsystems.com

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Appendix A

List of Required Tools

The following list outlines the tools that should be carried by technicians when responding to a Radiant service call. Regular Screwdriver Phillips Screwdriver (various sizes) Micro regular screwdriver USB Keyboard USB Thumb Drive (512 MB or 1GB) Side cutters Nut drivers Crescent wrench Allen wrench set Black electrical tape 7 Ty-wraps RJ11/45 6 ft. cables Cat 5 Network Tester Digital Camera Network Cable Labels Permanent Marker Grounding strap to prevent ESD Flash Light

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