Service Agreement

1st Digital can help your business get the most out of a self-service photo kiosk investment by ensuring your system is efficiently deployed and diligently maintained. Our technology expertise and our extensive service networks are world class and our senior people are regarded as industry experts.

Our field service teams cover 1500 U.S. and Asia Pacific metropolitan markets. Even areas outside our 1500 metros are accessible. Should we need to provide service in an area we do not currently cover, our operations approach allows us to quickly staff up and train field staff in new areas to support your kiosk

Project Management

1ST DIGITAL project management teams assure the delivery of the highest quality service. An assigned Project Manager conducts a detailed project review, prior to the initiation of a project and provides direction and guidance through completion.

Key features of 1st Digital Project Management

Single point-of-contact
On-site field visits
Site surveys
Planning and coordination
Centralised scheduling
Centralised reporting
Resource for all industry services and vendors
Preparation of documentation for on-going service

Quality Control

1ST DIGITAL and a customer's project team will review service procedures, define responsibilities, establish schedules, address project details, assure follow-up and refine service procedures appropriate to each customer. All steps are taken to ensure the highest level of service throughout the life of a maintenance contract.

Kiosk Installation & Deployment

1ST DIGITAL provides quality installation services for kiosk deployment projects. In fact, we have a successful installation rate of 98% on the first visit.

Post-installation Phone Survey

To confirm the completion of an installation 1st Digital call centre staff will conduct a telephone survey with a customer identified on-site contact
These follow-up calls ensure installations are completed to the highest quality standards
Any deficiencies identified in the follow-up call can be immediately addressed and resolved

Re-programming, Updates and Connectivity

In addition to primary installations, 1st Digital can provide other services to keep your equipment up-to-date and running smoothly.

Device programming
Software updates
Internet connectivity procurement
National network connectivity for equipment monitoring
Purchasing and installation of routers, modems or other replacement equipment

Kiosk Remedial & Custodial Maintenance

Remedial Services

1ST DIGITAL offers the option of a full service remedial maintenance contract. Remedial maintenance involves the on-site repair or replacement of kiosk-related equipment. Remedial maintenance is available from 8:30 am to 5:00 pm, business days.

Remedial services include:

Call to Dispatch on arrival
Conduct an initial inspection
Troubleshooting
Confirm part availability
Replacement of defective hardware
Run diagnostics
Address vandalism
Re-establish connectivity
Resolve issue and verify that customer's product is operating normally
Fill out an RMA form, pack and ship defective parts
Complete and submit report detailing problem resolution
Close call with Dispatch

Call Centre / Help Desk

1ST DIGITAL Call Centre and Help Desk are based in our own Network Operations facility. With a dedicated staff and state-of-the-art call management software, we have the capability to simultaneously handle high volume service calls and complex equipment deployments. All representatives are thoroughly trained and are knowledgeable of customer kiosk or equipment platforms.

Call Centre representatives are responsible for calls from the beginning of an issue to the close of the ticket. Customers receive confirmation of ticket closure and are updated with status calls.

Built in timers and groupings within the Help Desk database allow for customised alerts and escalations. Once identified, escalated issues are assigned to a manager for resolution. Call centre staff also conduct phone surveys to confirm the arrival of equipment, review site qualifications and conduct of marketing studies.

Help Desk staff are capable of providing Tier 2 support for customers, as well as our field service technicians, in the unlikely event that a field technician is unable to resolve a problem.

Help Desk Performance

98% of equipment replacement orders are transmitted within 1 hour
Calls are answered within 2 minutes

Remote Monitoring & Reporting

1ST DIGITAL Services offers remote monitoring services using state-of-the-art remote monitoring software. Basic remote monitoring includes:

Uptime reports
Reboots of equipment
Application resets

Optional monitoring and reporting services includes:

24 hour. 24 hours-per-day, 7 days-per-week active automated network monitoring
Automated dispatch of field service technicians

Key features available through remote monitoring capabilities:

Real-time notification of all events that occur on the kiosk network
Problem resolution through remote administration or by dispatched technician
Remote administration to manage and update kiosk content
Automated scheduling of file uploads and downloads
Collection of component and usage statistics for reports and network performance analysis
Distribution of monthly usage reports and exception reports

Parts Management & Supply Chain Logistics

1ST DIGITAL has multiple methods for tracking and dispersing inventory, based on customer requirements. We are prepared to create systems and custom processes to meet unique client needs.

Standard logistics process:

All equipment will be entered into a centralised, web accessible, inventory database
Equipment will be received from vendor or customer.
Each item will receive an asset tag number, which will follow the product for the remainder of its useful life
On request, parts will be moved from location to location, tracked each step of the way
Parts will be delivered to final destination from the local storage facility, common carrier or long-haul carrie r.