Auto-Suspension Monitoring SOP V.2

Overview

The this document is to provide the steps to resolve and troubleshoot restaurant devices that have moved from trading to auto-suspension on Market Place. The agents objective is to contact the restaurant, go through the trouble shooting steps to get the restaurant back to trading and suspend the restaurant where we cannot resolve the issue. The process follows the following areas:

• 1. Auto Suspension Process Steps
• 2. Update Auto Suspend Tracker
• 3. When to Escalate to Device Support
• 4. When to Suspend Restaurants Indefinitely
• 5. Exceptions to the Process

Description of Auto Suspension 

The system automatically moves the restaurant from "Trading" to "Auto Suspended" status in Marketplace  and the communication status of the device on Connect changes to "Overdue" when one of the following happens:

• A restaurants’ device is powered off for more than 6 minutes
• A restaurants device loses connectivity, for more than 6 minutes

Auto-suspension forces the restaurant to appear as “offline” on Mr D Food app and ensures customers do not place any orders with the restaurant whose device is not active and receive error messages due to the signal loss of the restaurant’s device.

Diagram Process Flow

POPI Restaurant Verification

• When outbound contact is made to a Restaurant related to resolving the below auto suspension issues ,agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound restaurants contacts can be found in the POPI FOOD CS SOP

1. Auto Suspension Process Steps

1	Select Restaurant in Auto Suspend Status 1.1 Open MarketPlace  Login into Marketplace using your username and password. Navigate to tab “Auto_Suspended” ,this will provide you with a list of all restaurants in the auto-suspended state Work on the list from Oldest to Newest, select the restaurant name this will take you to the restaurant Page
2	Check Trading Times Select the "Details" icon on the left hand and scroll down the screen to "Hours&Ordering" section If restaurant is supposed to be trading, proceed to do the device checks on Connect
3	Open Restaurants Device on Connect Log into Connect Select the global search icon Type the restaurant ID or name into the search box and select the restaurant device
4	Check Communication State If device Communication status is in "Over Deadline 1/2/3" proceed to troubleshooting steps OK(Green): Indicates restaurant devices connectivity and connection is successful or has no issues
5	Review Latest Data Select the "latest data" or "Overview" to see if the device is powered on, has sufficient battery and is charging Under "latest Data" the label "Battery level" will indicate the % of battery charge (should not be less than 5%), the label "Battery Charging" will indicate if the device is charging "True"(device is plugged in and charging) "False"(device is not plugged in and charging) If the “last message” time is less than 12 hours ago and the battery percentage is 5% or above, send a Wake or Ping Up to the device If the “last message” time is more than 12 hours ago, the device is powered off proceed to Reboot Device Step
6	Auto Suspend Troubleshooting Under “Jobs” section of the device send a “Ping” Command to device Ping is successful if the job/command is "Completed OK" and the devices communication changes from "Over Deadline" to "OK"
7	Reboot Device Call restaurant and inform them to : If low battery Check that the charger is plugged into a power outlet and also plugged into the charging port of the device. If device has battery but off long press the power button to power ON the device If device has battery and is on restaurant reboot the device(hold the blue button on the right side of the device and press the “reboot” option on the screen) , power button on the left if its an MP4+ device If device was in Auto Suspend due to low battery (0%) inform the restaurant to place the device on charge that the battery level sign will start showing on the screen only when the device reaches 20% of charge Check the latest data tab to confirm that the device is charging properly by looking at the following labels in “latest data” should be:

2. Update Auto Suspend Tracker

1	Record the below outcomes on the tracker in the "Auto Suspend (Device Task)" tab in the sheet, open the Auto Suspend Tracker Restaurant’s who are unreachable Restaurants who have been contacted but the device needs to be charged first. Restaurants who’s devices are active but they are in auto-suspended status. Restaurants who have been auto-suspended for 3 days or more
2	How to fill in the various fields required: Add a row for the date, separating the various days. Add the restaurant’s ID Stipulate exactly for how long the restaurant has been suspended ie 14 hours ago Add your name Add your notes stating the issue If resolved, tick the box and add the resolve time If Suspended, tick the Suspended Indefinitely box

3. When to Escalate to Device Support

1

If the devices’ communication state is “active”/Connect but the restaurant is still under the Auto Suspended list, set the store back to trading and escalate this to Device Support Device remains in "Overdue or Acknowledged or Over Deadline" communication state" after rebooting with restaurant and device had more that 20% battery Device remains in "Overdue or Acknowledged or Over Deadline" "Communication State" or Latest Data "Battery Charging" Value does not change from "False" to "True"

4. When to Suspend Restaurant Indefinitely from Auto Suspension

1	If the restaurant is unreachable on multiple occasions and has been Auto Suspended for more than 3 days (>72 hours), suspend the restaurant indefinitely and follow the indefinite suspension process in the Suspending Restaurants SOP.
2	Note:In addition to sending the AM an email and following suspension process. Call the KFC Area coach after suspending a KFC store for being on Auto suspension for 1 day or more AND being unable to contact the store. KFC Area Coach contact details found here

5. Exception to the Process

1	Marketplace Bug If the agent comes across a restaurant who is in the auto-suspended tab on Marketplace, but they are in an active/ok Communication State on Connect , then the restaurant should immediately be set back to trading as the device is active and the store should be trading.