Customer Site Readiness Guide VERSION 1.4

Transcription

1 Customer Site Readiness Guide VERSION 1.4 HT2309_

2 INDEX TOPIC PAGE Customer Site Readiness Checklist Questions or Concerns Verifying Site Readiness Prior to Installation Cabling/Internet Differences in Cables Internet Connection Layout Diagrams Basic Network Layout Diagram Types of Internet Access Verifying Modem Connectivity Network Speed Test Category 5 (Ethernet) Cabling Requirements Network Devices What Harbortouch Provides Cabling Not in Place? Electric Construction Installation Scheduling During Install Post Installation Additional Training Support Information Customer Service POS Support

3 CUSTOMER SITE READINESS CHECKLIST MERCHANT NAME: MID NUMBER: DATE: The purpose of this checklist is to provide you with a list of services that must be completed or verified prior to the installation of your POS system. Please review this checklist at your earliest convenience to avoid any delays during installation or additional charges. COMPLETED SERVICE TO VERIFY REFERENCE PAGE Verifying modem connectivity Network speed test Category 5 (Ethernet) cabling requirements Electric Construction Installation Schedule Page 5 Page 5 Page 6 Page 8 Page 8 Page 9 QUESTIONS OR CONCERNS If you have any questions or concerns in regards to this document or the order process please contact us: Telephone: orderadmin@harbortouch.com PAGE 1

4 CABLING/INTERNET DIFFERENCES IN CABLES Coaxial Cable: This cable will provide Internet access to cable modems. Category 3 Cable/RJ-11 (Phone Cable): This cable will provide Internet access to DSL modems for Internet access. Category 5 Cable/RJ-45 (Ethernet Cable): This cable will be connected from the modem/router to each device on the network that requires network access, such as a POS system or kitchen printer. PAGE 2

5 CABLING/INTERNET INTERNET CONNECTION LAYOUT DIAGRAMS Typically your modem will be installed for you by your Internet Service Provider. If they do not install it, please reference the diagrams below to see how your equipment will need to be set up. PLEASE NOTE: The TP-Link router is provided by Harbortouch at the time of POS installation, and is for Harbortouch use only. If you have any other devices onsite that need to be connected to the Internet, please reference the Basic Network Layout Diagram. CABLE MODEM INTERNET CONNECTION LAYOUT Internet Cable Modem TP-Link Router Coaxial Installed by Merchant/Internet Service Provider prior to installa on of Harbortouch POS equipment Installed by Harbortouch at me of Harbortouch POS equipment Internet DSL MODEM INTERNET CONNECTION LAYOUT DSL Modem TP-Link Router Category 3 Installed by Merchant/Internet Service Provider prior to installa on of Harbortouch POS equipment Installed by Harbortouch at me of Harbortouch POS equipment PAGE 3

6 CABLING/INTERNET BASIC NETWORK LAYOUT DIAGRAMS Modems can have anywhere from one to eight Local Area Network (LAN) ports. An Ethernet cable is used to connect the ports on the modem to your router and any network devices (personal computer, POS system, etc.). This can be set up in various configurations depending on the number of LAN ports on the modem. Multiple LAN Port Modem This modem can connect directly to both the Harbortouch TP-Link Router and your personal router. The 1st diagram shows this configuration. Single LAN Port Modem This modem only allows one router to be connected directly to it and other routers may have to be hooked up to each other. The 2nd diagram shows this configuration. BASIC NETWORK LAYOUT (MULTIPLE LAN PORT MODEM) Modem TP-Link Router Harbortouch Equipment Personal Router Personal Computer Security System BASIC NETWORK LAYOUT (SINGLE LAN PORT MODEM) Modem Personal Computer Personal Router Security System TP-Link Router Harbortouch Equipment PAGE 4

7 CABLING/INTERNET TYPES OF INTERNET ACCESS There are three primary types of Internet access that will work with your Harbortouch POS system: Cable DSL 3G/4G We suggest that you avoid 3G/4G if at all possible as this type of connection tends to have slower network speeds and inconsistent reliability. We strongly recommend you use DSL or Cable for the best quality connection and to avoid any performance issues. If you must use 3G/4G Internet access, we will require a minimum of 3 network speed tests to verify that the minimum required speeds are met and you will also be required to sign a wireless waiver. PLEASE NOTE: Satellite and dial up are not approved Internet types for the Harbortouch POS system. VERIFYING MODEM CONNECTIVITY It is important that your modem is connected and activated prior to the shipment of your POS system. To verify that your modem has an active internet connection: 1. Make sure that the cable that provides internet to your location is connected to your modem a. Coaxial for cable Internet b. Category 3 for DSL 2. Plug your modem into a power outlet 3. Call your Internet Service Provider to verify that your service has been activated (if not, activate it) 4. Connect a laptop or desktop PC to the modem using a Category 5 cable (Ethernet) to verify you can reach the Internet. PLEASE NOTE: If you are using a laptop for verification, make sure your WIFI has been disabled prior to connecting it to the network. NETWORK SPEED TEST Running a network speed test is essential to determine whether your current Internet speed is adequate for the POS equipment. You can run a speed test by going to Current Requirements: Ping - under 350ms Download speed - over 1.0 Mbps Upload speed - over 0.5 Mbps PAGE 5

8 CABLING/INTERNET CATEGORY 5 (ETHERNET) CABLING REQUIREMENTS For each network device that is ordered from Harbortouch, you will need to have one Cat5 cable that is run from your modem, to where each networked device will be placed. The following is a list of all possible network devices from Harbortouch. Please keep in mind that each device you order will require its own Ethernet cable. POS system Kitchen/remote printer Kitchen video system Caller ID PLEASE NOTE: Caller ID will need access to both an Ethernet cable as well as any and all phone lines that you would like to work with the Caller ID) NETWORK DEVICES The following is a diagam showing all possible network devices that will need an Ethernet cable to operate. NETWORK DEVICES Thermal Network Printer TP-Link Router Harbortouch Elite POS Kitchen Video System Dot Matrix Network Printer Caller ID PAGE 6

9 CABLING/INTERNET WHAT HARBORTOUCH PROVIDES In addition to the equipment listed on the Exhibit A, you will be provided a 10 Category 5 (Ethernet) cable for each network device. PLEASE NOTE: Please take into account the additional length needed for cable management. For example, if your device is located on one side of the wall and the router on the other side of the wall 4 apart, you will actually need about 25 of cable to go around or over the wall. CABLING NOT IN PLACE? If the 10 patch cable Harbortouch provides is not long enough to suit your needs, you will have to seek alternative means to get your category 5 cabling in place prior to installation. You should be able to contact any of the follow to discuss your cabling needs: IT Technician Electrician Harbortouch In most cases Harbortouch will be able to accommodate your cabling need; we have two options when it comes to cabling. o Pre-install cabling Cabling completed prior to the installation at $199/cable drop (please call your order administrator for additional details) o Cabling during installation Cabling completed during installation at $249/cable drop PAGE 7

10 ELECTRIC It is preferred that each device is plugged into a UPS (Uninterrupted Power Supply). A UPS is a battery backup device that will allow for anything that is plugged into it to operate for a few minutes in case of a power outage. Wall outlets are acceptable as well. Each of these devices will require one (1) power outlet: POS with receipt printer and cash drawer Kitchen/remote printer Scale PIN pad Caller ID TP-Link router Each kitchen video system will require two (2) power outlets. CONSTRUCTION Prior to the shipping of the POS system, we need to verify that your site is ready to have your equipment installed. All of the following must be completed: Sheet rock installation Painting Counters o Installed o Stained Please note that the POS equipment must be installed in a stable location. Installations on any of the following are strictly prohibited: Temporary locations Mobile carts Collapsible tables The floor On cardboard boxes PAGE 8

11 INSTALLATION SCHEDULING Approximately hours after the equipment has been shipped, you will be contacted to schedule your POS installation. If the equipment has arrived at your location but your appointment has not yet been scheduled, please call Harbortouch at and follow the prompts to your appropriate team. When scheduling the installation, please keep in mind that: We require a minimum of two (2) business days notice when scheduling the installation. Your installation will be easiest if it is scheduled for a time/date when your business is not open or when you are not busy. The installation will take approximately 1 hour per POS system, and up to an additional 1 hour for the onsite training overview. Please schedule your installation time accordingly. PLEASE NOTE: Do not open any boxes until the installation technician arrives at your location. If you have not gone through any training webinars by this point, please do so prior to your installation appointment. Alternatively you can access online training videos and guides located at Select the POS Systems button and then select the particular software type you have ordered. DURING INSTALLATION Anticipate that the installation will take approximately one hour per POS system and up to an additional hour for the onsite training overview. Installation Procedure: Technician arrives onsite Show technician where the following are located o Modem o Location of where each piece of equipment is to be installed o Location of UPS packages from Harbortouch o Ethernet cables o Power outlets Uninstall your current system (if necessary) Install your Harbortouch POS system Test newly installed equipment Hardware overview (network layout and how to perform maintenance on the system) Software overview Technician leaves site PAGE 9

12 POST INSTALLATION ADDITIONAL TRAINING For any additional training, you can access our online training resources 24/7 at or feel free to schedule another webinar training. SUPPORT INFORMATION CUSTOMER SERVICE: Tel: (follow the prompts to reach Customer Service) POS SUPPORT Tel: (follow the prompts to reach POS Support) PAGE 10