Technical Support System Integration - ScanSource

If you need help with a product, you should get quick and easy access
to someone who has all the answers. That’s what’s supposed to happen.
And at ScanSource, it does. Our tech team is made up of some of the
most intelligent, experienced, professional technology experts in the
industry. The kind of people who always pull through when it counts.
TECHNICAL SERVICES
Technical Support
Our experienced, trained Technical Services Team is ready to go to work for you.
We can answer questions during the pre-sale process to ensure that you get the
right product for your customers’ needs. Then we can assist you during installation,
acting like an extension of your staff, troubleshooting and resolving problems
quickly. To reach us call 800.944.2439, ext. 4002 from 8:30am until 8:00pm EST.
System Integration
The System Integration Team at ScanSource, Inc. can help you build total solutions
to your customers’ specifications. This is of great benefit to you because:
ONE: It’s less expensive for you. Research shows that we can build solutions at a
substantially lower cost than what you would spend doing it in-house (30% less) or
with an outside source (35% less), thanks to our economies of scale.
TWO: It’s fast. Turn around time is as low as two days (expedite fees may apply),
and some pre-built solutions are shipped the same day.
THREE: It’s less hassle for you. We handle all the shipping and send the solution
straight to your end user as if it came from you.
FOUR: It’s reliable. DOAs are eliminated because all units are fully tested when
they are integrated.

Typical System Integration Services include:
+ Hardware and software integration and configuration
+ First Article or pilot integration solutions
+ Customer-owned product can be integrated with product
purchased from ScanSource to create a complete solution
+ Custom image management for customer-supplied
and/or ScanSource-generated images
+ Custom network solutions for customers that need to remotely
access and configure product prior to being shipped
+ Pre-bundled and pre-built custom hardware/software solutions
that are inventoried and do not require SI lead time
+ Full hardware functionality and diagnostic testing
+ BIOS/ firmware upgrade and system setting configuration
+ Network registration and configuration
+ Hardware and Software “Test-Script” testing
+ Custom labeling or asset tagging
+ Custom unit reporting
+ Custom packaging that includes the ability to ship
completely integrated solutions in a single carton
+ Custom kitting solutions
+ Third-party software installation and configuration
+ Large rollouts
+ Overflow integration
For more information contact Jim Palmer at 800.944.2430, ext. 3706
or Ellen Fry at 800.944.2439, ext. 3727
OUI Managed Services
OUI offers value-added SKU’d services to business partners and value-added resellers.
Turnaround time is quick, and all services can be ordered with equipment on a single
PO through your sales rep or fast catalog. These services include:
+ Network assessment
+ Remote integration and programming
+ Remote end user training
+ Custom quotes for programming in a variety of training classes

ScanSource VirtualTechnician
ScanSource VirtualTechnician is a hosted remote monitoring tool that alerts you
of critical POS system and software issues. It can even fix some simple issues
automatically. It’s intended for POS resellers with a help desk or POS resellers that
sell fixed-price support contracts. With it you can:
+ Reduce help-desk costs so you can grow without adding resources
+ Provide better information during support calls
+ Increase support contract renewal rates
+ Track and report on unresolved issues
+ Minimize customers’ downtime
+ Create opportunities for positive touch points
+ Improve customer relationships
+ Increase your close rates on new business
+ Differentiate yourself from your competition
How does ScanSource VirtualTechnician work?
ONE: Software agent loaded on POS terminal communicates outbound to server.
TWO: Server analyzes agent communication and sends out alerts on critical
issues and stores historical data.
THREE: When applicable, server runs automatic fix by running script,
restarting service or rebooting the system.
FOUR: You will get alerts via e-mail, text message or page.
FIVE: You can access server through web portal to see status
and history of every terminal at every end user.

What it monitors:
+ Disk space limited
+ Processor utilization exceeds threshold
+ Critical Windows services not running
+ Dirty restarts
+ IP address change
+ Custom backup location not updated
ScanSource VirtualTechnician can also monitor
POS application-specific issues such as:
+ Credit card batch settlement
+ Polling or data transfer errors
+ End of day process failure or errors
+ Gift card synchronization errors
+ Any application-specific processes that cause numerous support calls
For additional information contact us at ssvt@scansource.com
or 800.944.2439, ext.7788.
Technical Knowledge Portal
The Technical Knowledge Portal is your one source for AIDC and POS information.
The categorized search engine provides access to industry information for a wide
variety of sources, including our technical experts. Instead of sorting through the
websites of 50 or more manufacturers to find answers about products and programs,
you can use our engine to locate information of any type about any technology offered
by ScanSource. Just type in your query and you’re on your way.