Customer Care Guidelines – easylinx

This document has information related to our customer care guidelines.

Customer Care Channel:

SMS/Text and Email are the main customer care channels.

Inbound calls will not be answered. We may initiate outbound calls as needed.

When sending a text message, the user will receive an automatic response requesting information to identify the account and description of the issue.

Customer Care Hours:

Monday - Friday:

8AM EST Time - 9PM EST Time

All tickets will be responded.

Off-Customer Care Hours:

Only urgent tickets will be responded.

Non urgent tickets will be scheduled to be responded during customer care hours.

What is an urgent ticket?

Urgent tickets are defined by a system down scenario.

Examples of system down:

POS (Cashier Computer) down.
Ticket printer is not working
All machines are not accepting tickets

Whenever submitting an urgent ticket, please provide the business impact.

Business-Related Settings:

System configuration regarding hours of operation, promotions and business-related settings must be kept up to date by the customer.

EasyLinx customer care can guide users through the steps to achieve the desired configuration, but as previously mentioned, it is the customer's responsibility to maintain such configuration.

Machine-Related Issues:

To ensure smooth operation of our software and hardware for locations, it is highly recommended that locations with more than 60 machines have a local technician on-site to assist with any technical issues or maintenance needs, particularly with our hardware for slot machines, to ensure seamless communication with our system. This will help to minimize downtime and ensure uninterrupted operation of your casino.

Customer Responsibility for System Auditing and Data Verification:

Customers are responsible for auditing their own systems. It is crucial for customers to regularly review and validate the data entered by their operations within the system. By conducting audits, customers can ensure accuracy, identify discrepancies, and take necessary actions to maintain the integrity of their data. Our system provides transparent access to customer-entered data, allowing them to cross-check records and reports. Prompt reporting of any issues or irregularities discovered during audits is encouraged to receive appropriate customer care and resolution. Taking an active role in system auditing contributes to data reliability and system effectiveness.

Requests to Wipe out Data:

According to our internal policies, our customer care is not allowed to remove customers data but there is a feature to factory reset a server due to any technical issues you may have.
We will send instructions on how to do so.