KIOSK Information Systems

Support Services

Comprehensive Kiosk Field Services Maximize Uptime

Field Support Services Overview

KIOSK has curated bundled service packages to manage field performance of the full deployment life cycle. The bundles include Field Services, paired with remote monitoring, and Managed Services.

Field Services is the foundational success layer, where clients are set up with KIOSK spare parts stocking for overnight parts dispatch. Professional site survey and installation services facilitate a simple deployment phase. It also includes access to KIOSK in-house technical talent to troubleshoot failures and dispatch / management of on-site repair and maintenance technicians.

KIOSK experts facilitate troubleshooting and fast resolution

KIOSK Technicians provide factory phone support to diagnose and resolve incoming service issues (hardware, software, or Managed Services). Issues are immediately entered into an automated ticketing system to ensure accurate visibility and communications as issue resolution progresses.

One of three resolutions will occur on a Tech Support call:

 

  • KIOSK diagnoses and resolves the issue with the customer remotely over the phone.
  • For hardware issues that can’t be resolved remotely, KIOSK Techs ship replacement parts, and dispatch a field technician to site (overnight, when contracted).
  • Software / Managed Services issues are resolved by contracted professionals in line with severity response tables in the Statements of Work.

 

 

KIOSK Customer Service Experts are available from 6:00 am to 6:00 pm, Monday through Friday, MST. We can readily provide extended hour support plans for mission-critical applications.

KIOSK Solution Services Brochure

Turnkey, Professional Preparation and Installation

Seasoned KIOSK professionals are trained to anticipate and resolve all your installation concerns, greatly simplifying your transition into field deployment. Turnkey site preparation, installation, and logistics management services for your project include:

Pre-Installation Site Surveys. These surveys provide a methodical location review ensuring all utility, placement, and logistical factors are addressed prior to equipment arrival. This process step eliminates costly delays during the installation process.

Turnkey Installation. Installation by KIOSK professionals ensures the quickest and easiest project start-up for both indoor and complex outdoor services. For larger deployments, KIOSK can provide custom deployment services to help stage, schedule, coordinate, and track deployment steps from start to finish.

KIOSK Solution Services Brochure

Industry Leading Advanced Exchange Warranty Services

Maximized uptime is the objective of KIOSK’s Advanced Exchange Warranty service and is included in every service bundle option. This element of the plan provides for:

 

  • KIOSK-stocked spare parts in the factory, enabling overnight parts shipment to the deployment site.
  • “Parts Hot Swap” arrangements ensure the replacement part is dispatched immediately, before receiving the failed part back.

 

 

Stocked warranty provisions are a common-sense safety net to eliminate supplier lead-time issues on component repairs. Factory sourcing of spares reduces overall field resolution lead-time and client overhead expenses tied to localized parts management. Further, with global supply chain challenges and extended component manufacturing lead times, pre-planning for spare parts is more important than ever.
While every kiosk unit comes with a 12-month Standard Factory Warranty, Advanced Exchange Warranty is always highly recommended to ensure safety stock is in place.
KIOSK’s Sales Representatives can provide you with full details and quotes of available service bundle options (three and five-year plans).

KIOSK Solution Services Brochure

Turnkey Onsite Field Technician Service

In addition to factory technical phone support, KIOSK’s service plans include dispatch of stocked spare parts and Field Technician scheduling for onsite repairs. We coordinate with customers to ensure site visits are scheduled at a time that is appropriate for the site location. Our Customer Care Team ships spare parts overnight, so that Technicians arrive to the deployment site with the replacement component in-hand. This ensures an efficient single-visit repair, maximizing field uptime.

KIOSK Customer Care Team experts support the onsite Field Technician, guiding each service ticket through to full resolution. We regularly solicit feedback on customer satisfaction with technical visits.

KIOSK Solution Services Brochure

Regular Preventative Maintenance Reduces Field Failures

Dirty equipment is the #1 reason kiosks fail in the field. Regular maintenance is a simple preventative step that reduces failure rates, extends component life, and reduces customer fees paid on false failures by 60% (on average).
Preventative Maintenance is a contracted service available through KIOSK. Semi-annual or quarterly preventative maintenance ensures the units and components are cleaned, inspected, and tested regularly (frequency recommendation based on deployment environment and daily usage rates). As part of the service, KIOSK proactively schedules the technician visits to review a complete checklist of customer-specific components and perform the following:

  • Component cleaning services
  • Cabling integrity check
  • Regular hardware-related tests recommended by KIOSK/ requested by customer
  • Paint integrity inspections / metals cleaning for outdoor units

Contact KIOSK for a Service Bundle quote.

KIOSK Solution Services Brochure

Support Downloads

KIOSK Solution Services Brochure

Let’s make your life easy with a complete service package.

Let’s talk