now serving solutions

Transcription

now serving
solutions
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now serving
solutions
Simplify and streamline your technology purchases with the peace of mind you get from choosing
a reliable, dependable brand. From POS to drive-thru; from flat screens to screening new hires,
Panasonic serves up the complete technology solution for McDonald’s, with unbeatable service
and support to match. Running a successful restaurant can be complicated enough. Why not make
serenity part of your return on investment with integrated technology solutions from Panasonic.
Inside the store, begin with Panasonic’s Stingray, the modular keystation trusted by restaurants
around the world. Flat screen displays run your in-store or broadcast programming to help create
a dynamic environment and improve customer engagement. Our Hiring Kiosk makes it easier for
you to connect with prospective employees. At the drive-thru, Panasonic’s Autogreeter, View-thru
guest verification system and Attune communications system deliver a smooth experience to your
customers from beginning to end. And the Panasonic Toughbook Handheld Order Taker helps linebust to bring hungry customers together with their orders even faster.
When it comes to service, you can rely on our support as well. Our warranty, one of the best in the
business, and our full range of extended warranty options and service agreements are the proof of
our commitment to you and your success.
Count on Panasonic to provide technology solutions to improve the customer experience and the
productivity and profitability of your restaurant.
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Stingray Keystation
Stingray Keystation
The Modular Approach to Hardware
For more than 30 years you have trusted
Panasonic to provide reliable point of sale
technology solutions. And with more than 16,000
McDonald’s restaurants globally using Panasonic
Keystations, our reputation for quality and
durability is well known.
Panasonic transforms point of sale operations with
the revolutionary new Stingray – the keystation
that gives you the power to change the way you
do business. Stingray’s unique modular design lets
you save money on service and minimize lost sales
from down equipment. The unit’s main components
including the LCD display, hard drive, main body
and 2-line display are all modular and fieldreplaceable. Designed for easy removal via thumb
screws, these components can be taken out and
replaced as needed, with minimal downtime and no
technician fees.
Stingray is the latest generation keystation from
Panasonic to uphold our tradition of providing
top-quality equipment to the McDonald’s system at
an affordable price. Built to withstand spills, static,
dust, dirt, shock, grease, extreme temperatures
and humidity, you’ll find that Stingray delivers all
the durability and reliability you’ve come to expect
from Panasonic.
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Stingray Keystation
The Modular Approach to Inventory
The unique modular design of Stingray greatly
simplifies in-field service to a virtual plug & play
operation. The LCD display, hard drive, main body
and 2 line display can be removed and replaced
through the use of conveniently placed thumb
screws. It’s fast, easy, and cost effective – simply
place a sales order for a new module or stock the
inventory on your own shelf to virtually eliminate
downtime; you pay for only the parts you order
or stock with no technician fees and minimum
downtime.*
Plus, Stingray’s modular design makes on-site
troubleshooting fast and easy. Modules can be
swapped between keystations to isolate for testing
and verify functional status. You can also swap
modules from low volume keystations to higher
volume down keystations to minimize impact to
your restaurant while you wait for a repair.
Key Features
•15" capacitive LCD anti-glare touch screen
display is adjustable with a dual back light for
faster, more accurate order taking
•Standard rear-facing point-of-purchase display
can be used to promote special menu items
without sacrificing valuable counter space
•Industry proven 3.5" server class 7200 RPM
hard drive for more efficient spinning and
increased reliability
•Highest-speed processor delivers superior
performance to keep up with the latest software
and your busy operations
•Modular design with tool-free access to key
modules allowing for easy troubleshooting
and swap
•All USB and serial ports are available on one
panel allowing easy access and simple
cable routing
•Industry standard DB-9 serial ports are easy
to use and require no adapter cables
•Large character 2 line customer display is
easy to read and can be replaced/upgraded
without tools
* Refer to the Service & Support, Operations
Technology Person (OTP) section for more details.
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Toughbook H1 Field Handheld Order Taker
Built Rugged for Dependable Performance
The Panasonic Toughbook H1 Field Handheld
Order Taker (HHOT) is the ultimate productivity
tool for mobile workers. The fully rugged device
is surprisingly lightweight with a large, outdoor
readable LCD display that empowers you to take
orders while on the go … enabling you to exceed
customer expectations for superior service.
•More than 500 durability tests are performed
on the Toughbook H1 Field HHOT before it is
shipped, resulting in a reliable device that you
can trust to protect critical data even in the
toughest environment.
Designed for Mobile Workers
•Designed to meet military specifications (MILSTD810G rated), the durable magnesium alloy
internal frame is ideal for the rigors of a harsh
restaurant environment.
•Full color, dual touch 500 NIT display with
circular polarizer is readable even in bright
daylight conditions – an asset during the busy
breakfast and lunch dayparts – and is coated
with an anti-reflective, anti-glare treatment.
• A 10.4" screen allows workers to view the same
software application tools and screen layouts as
the fixed key stations - saving time and money
by eliminating the need for additional training or
software integration.
•Dual touch display supports operation by touch
or electronic stylus, allowing flexibility for crew
member preference and great for cold climates
when crew are wearing gloves.
•Standard dual batteries provide a 6 hour life
without swapping and the hot swappable design
provides continuous operation during peak
periods by allowing users to change batteries at
any time without docking or shutting down.
•With 2 GB of base memory and a solid state
hard drive included, you can be sure your
investment will operate well into the future.
*As of April 2010 the Panasonic Toughbook H1 is in test.
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•Tested to withstand a 6 foot drop without
impacting operation.
•Fanless, sealed design provides greater
reliability, improved battery life, and quieter
operation.
•Thermal-efficient design provides superior heat
management making the device cooler to the
touch and easier to handle.
•Ergonomic handle makes the device easy to
hold, carry and use, helping to protect your
investment and allowing staff to concentrate on
customer service.
•Designed to operate in environments with wide
temperature extremes (-20F to 140F).
•Fully sealed, all-weather design provides
dependable performance in inclement
weather conditions.
Wireless Expertise Keeps You Connected
•Embedded wireless enhances productivity by
enabling crew members to work anywhere inside
or outside of the restaurant within range of the
wireless access point.
•Integrated wireless capabilities near the device’s
LCD display area results in greater range and
signal quality even in fringe coverage areas
and prevents theft, loss or damage to the
wireless device.
•Complete range of integrated wireless features
including Wi-Fi, Bluetooth® and optional Gobi™
mobile broadband and GPS receiver.
Note: The Panasonic Toughbook H1 Field
Handheld Order Taker is only available for
use with NP6™ v SS6.5. The Panasonic
Toughbook H1 Field HHOT comes
standard with two batteries, stylus and
stylus tether as well as the Preferred
Service Mail-in Depot and Toughbook
Protection Plus Programs. Optional
Service Offerings include Advance
Exchange, On-Site and Extended Depot
Mail-in programs (see the Service &
Support section for more information).
- Gobi™ mobile broadband (WWAN) –enabled
device allows a connection through the AT&T,
Sprint and Verizon networks.
•Wi-Fi 802.11n provides faster speeds and
greater range; however, the device is also
capable of working on older A/B/G Wi-Fi
networks as well.
•Integrated Class 1 Bluetooth radios allow simple
connection to wireless peripherals and provide
9x the range of Class 2, for greater mobility.
•Wireless on/off switch for simplicity, security
and extended battery performance.
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Attune Drive-Thru Communications System
Attune is the only digital headset with Panasonic’s
world renowned audio and wireless digital
expertise – for clear and consistent communication
with customers and employees. Engineered
to optimize audio transmission technology,
Attune helps improve order accuracy for better
profitability, decreasing total cost of ownership.
•Wired headset with swivel extension for
enhanced acoustic quality
Digital Performance Superiority
•One-button battery eject for quick battery
change
Attune delivers superior digital performance and
expert spread spectrum design.
Conventional order taking systems typically
operate on the unrestricted 2.4 Ghz band. Attune
utilizes a restricted 1.9 Ghz band, with a regulated
Digital Enhanced Cordless Telecommunications
(DECT) voice technology protocol, for interferencefree communications with no FCC fee required.
Attune provides exceptional reception and sound
quality through the use of true digital packet
diversity, virtually eliminating communication dead
spots and signal fading.
All-in-One or Belt Pack Models
Attune is available in two sleek, ergonomic styles,
combining convenience and performance, and
engineered for durability in rigorous environments.
The self-contained All-in-One (AIO) features:
•User-visible status lights and color on the mic
boom
•A/B dual-lane/tandem operation
•One-touch hands-free talk-lock
•Power and low battery status
The lightweight belt pack features:
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•Belted battery pack
•Ergonomic design for user comfort over
extended periods
•Easy access nylon and Velcro case
Programming Ease
Get operations up and running quickly with the
programming ease built into Attune.
•The user-friendly base station makes initial set
up and telephone troubleshooting fast and easy
•Operate up to 30 order takers per base station;
when new order takers are added, the headset
inactive the longest is automatically purged
without requiring a complete system reprogram
•Retain programming even when the battery runs
out
•Customize function buttons to match existing
drive-thru systems
Battery
Streamline operations and improve ROI
•Attune’s universal battery and charger function
with both models
•Charge or recharge any time – not just when the
battery is drained
•Environmentally friendly lithium-ion batteries
have a fast charge time of 5 minutes to 4 hours
and a battery life up to 25 hours
Dual Drive-Thru Operation
Attune can be used for dual drive-thru operation by
simply adding a base station and RJ-45 connector.
In night mode, Attune prompts a designated order
taker via an audible tone that a vehicle has entered
the alternate drive-thru lane – an ideal feature
during off-peak hours when a single crew member
is working both lanes.
Line Busting Operation
Accelerate drive-thru operations and increase
customer satisfaction with Attune. Speed team
mode is easy to program and automatically turns
off the menu board speaker, enabling extended
range so up to four crew can take face-to-face
orders in the drive-thru line. Speed team members
communicate simultaneously in full duplex,
page lock mode while other order takers monitor
interactions. Helpful voice prompts remind crew
they are in speed mode if no communication
activity takes place after 5 minutes.
Unique Manager’s Functions
Several exclusive features give managers added
flexibility and capabilities when using Attune.
Customer override mode lets managers intervene
in customer communications, enabling advanced
crew training. The manager’s headset can be
programmed for additional external device
functions, including one-touch activation from
the order taker, and receipt of voice prompts to
indicate attention is needed in a specific area.
The Attune Advantage
•Advanced Digital Noise Reduction virtually
eliminates ambient noise
•Echo canceller for clearer communications with
no background echo interference
•Full duplex mode allows order taker to hear
customers at all times
•Audible tone indicates vehicle detection
•Built-in two-message automated greeter
instantly greets customers with prerecorded
messages
•Selectable high power operation for extended
range with no additional antenna hardware
required
•User buttons with finger guides have highly
reliable, proven positive-feel contact switches
•Pressure limiters surround buttons and seal to
frame to protect from over-use and increase
reliability
•Water and puncture resistant enclosure protects
internal circuitry and components to withstand
the harshest environments
•Versatile operating modes for better
communication with customers and other order
takers
•Language options (English, Spanish or French)
with voice prompts for functions including
power-up of headset’s personal number for easy
troubleshooting, low battery, headset operating
mode (talk-lock, auto-talk-lock, etc.)
•Customizable systems with any combination of
AIO or belt pack models
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Drive-Thru Automated Greeter
The Panasonic Drive-Thru Automated Greeter is
designed to welcome and provide pre-recorded
information to your guests. Greeter functions are
easily configured using the system keypad and
clearly viewed on an alphanumeric LCD display.
Message programming is available through an
external speaker/microphone/headset or through a
user-supplied audio channel.
How It Works
When a vehicle is detected at the speaker post,
the Panasonic Automated Greeter plays one of
several pre-recorded messages to your guest. Any
one of these messages can be manually selected
or automatically scheduled based on time of day
and day of the week. This powerful programming
flexibility minimizes the need for human
intervention and ensures message consistency.
As one of the most advanced customer greeters
on the market today, the Panasonic Drive-Thru
Automated Greeter offers increased utilization of
labor, enhanced speed of service and maximized
customer communication.
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Message Programming Basics
•Record up to 8 individual messages, each up
to 25 seconds in length. The timing of each
message is independent of the others.
•A ninth message slot can be used to record a
message up to 40 seconds – an ideal amount
of time to communicate closed store status and
hours of operation.
•A visual count-up of seconds during recording
is displayed, allowing employees to measure the
length of each message. The total time displays
and counts down when a message is triggered.
•Pre-recorded messages can be downloaded
to the Panasonic Automated Greeter from
a recorder or other device via the standard
external input jack. Alternately, recordings
can be made through the included Panasonic
Headset.
•The Panasonic Automated Greeter can be
programmed to have messages play to
completion, without allowing an employee to
interrupt, or to have messages pre-empted by
pressing the Talk button on the drive-thru order
taker.
Message Programming By Day Part
•Customize individual messages for specified
times of the day and/or week. For example, a
late night message may be recorded and set to
play from 9:00 PM until 1:00 AM on Friday and
Saturday.
•Program each message to automatically activate
in designated time periods on different days.
Instead of manually switching from a breakfast,
to a lunch, to a late afternoon day part message,
the Panasonic Automated Greeter automatically
cycles to the next message programmed for
each day part and/or day of the week.
•Program delays by day part. You determine the
wait time before a message begins once the
guest drives up to the menuboard. The prerecorded message can be set to play only if an
employee has not addressed the guest within
the specified time.
System Features & Benefits
•2-Line x 16 Character LCD Display. Large,
alphanumeric display makes it easy to follow
lead-through prompts during programming
and review of settings.
•Tamper-Resistant Program Lock. When
enabled, a user programmable four-digit
lock code denies access to changing any
operating parameters or outgoing messages.
•Non-Volatile Memory. In the event of power
loss or power fluctuations, all messages and
day part programming are retained.
•Battery Date/Time Back-up. An internal
rechargeable battery maintains date and time
data in the event of a power outage.
•Program a repeat by day part. You determine
the wait time before a message repeats if the
guest remains at the menuboard. When the store
is closed, management may set the after hours
message to repeat after the specified time.
•Program automatic outbound volume adjustment
by day part. During peak hours, program a
higher outbound volume. During late night hours,
set outbound volume to automatically change to
a lower volume.
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View-Thru Guest Verification System
View-Thru Guest Verification System
Panasonic’s View-Thru Guest Verification System
helps speed up your side-by-side and tandem
drive-thru transactions and keep order accuracy
at its peak. IP camera technology works together
with your existing point of sale network to link each
order with a snapshot of the corresponding vehicle.
The View-Thru provides guest verification, allowing
you to deliver the right order to the right guest at
optimum speed.
How It Works
In a side-by-side or tandem drive-thru, it is
possible for cars to pull forward in a different order
than their order was taken. For instance, car A
orders his Happy Meal before car B. But car A is
distracted by children in the back seat, and car B
places his order and pulls forward ahead of car
A. The cars are now technically out of order. This
scenario can impact your speed of service and
order accuracy if the cashier at the window tenders
the wrong order or the runners pack and complete
the wrong order. Car B could be charged for car
A’s order and/or receive car A’s food by mistake. At
the very least the cashier and the runner will have
to take valuable time to determine which order
belongs to which car. The Panasonic View-Thru
System ensures that even when cars get out of
order, speed of service and order accuracy is not
compromised.
By taking a snapshot of the vehicle at the ordering
point, the View-Thru system integrates with the
existing POS network to link the vehicle’s photo to
the correct order. Then, when a car pulls around to
pay, the cashier restores and tenders the correct
order by touching the photo of the corresponding
vehicle on the POS system screen. This also
automatically puts orders in the correct sequence
on the drive-thru screens in the kitchen as well.
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Benefits of View-Thru
•Increases speed of service
•Increases order accuracy
•Reduces product waste from order accuracy
mistakes
•Easy-to-use and learn photo interface
•Integrates directly with the NP6™ software
•Works on all NP6™ compatible keystations
•Panasonic quality and dependability
Hiring Kiosk
Hiring Kiosk
Take your restaurant operations to another level
with McDonald’s Hiring Kiosk. Through a locked
down McDonald’s branded in-store computer, the
Hiring Kiosk offers applicants the convenience
of applying for a job opportunity on-line. Hiring
managers are able to redirect their focus on
operating the restaurant versus the front-end hiring
processes. As an added benefit, the Hiring Kiosk
also offers customers nutrition and McDonald’s
good works, local brand-building information and
more.
McDonald’s Hiring Kiosk allows applicants to view
job and benefit information on the restaurant’s
customized McState.com site and then seamlessly
takes them to the Hiring to Win applicant site
where they will complete the job application and
assessment through a secure, locked-down,
custom computer that prevents unapproved
materials from being displayed.
Kiosk Benefits:
»» Eliminates Hiring to Win phone scoring
charges at $2.00 per applicant, as well as
most of the costs associated with paper
applications.
•Ensures all applications are legible and
complete.
•Ensures all applications are stored digitally in a
central repository for future reference.
•Supplies an in-store outlet to describe their
organization and community involvement.
Panasonic provides you with a kiosk that
has the following benefits:
•Thin, all-in-one design with a contemporary feel.
• Flexible display orientations, wall mountable or
tabletop design (with or without swivel) fits into
your restaurant décor and functionality needs.
•Highest speed processor with one GB of RAM.
•Rugged body and capacitive touch screen
design withstands the lobby environment.
•Supports McDonald’s image as an employer of
choice.
•Navigate via 15” flat touch screen monitor or
keyboard/mouse, allowing the user to choose.
•Represents a branded employer image.
•Supplied by Panasonic, a trusted worldwide
McDonald’s business partner for nearly 30 years.
•Allows the applicant to conveniently find out
about the restaurant’s involvement in their
community, job opportunities and benefits
offered.
•Reduces manager’s time spent on front-end
hiring processes as much as 30 to 60 minutes
per applicant.
»» Eliminates the need to provide applicant
with job application, administer the paper
based Hiring to Win assessment and manual
scoring of the assessment by phone or on-line.
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Flat Screen Displays
Deliver the experience today’s customers expect with Panasonic’s outstanding image quality and
reliability. Attract customers and build loyalty with flat screen displays, ideal for live or recorded
broadcasts and all other in-store programming. From LCD displays with wide viewing angles to
provide optimized viewing throughout your store, to professional plasma displays with advanced
networking capabilities, Panasonic brings your guests’ viewing experience into high definition.
As a McDonald’s approved technology partner, Panasonic supplies flat screen displays,
mounting brackets and installation services.
Plasma Displays
Tough Body Stands up to Use in Public Spaces.
Tempered front glass resists breakage, enabling
use in heavily trafficked store areas without the
need to install special protective material.
Long Life
Panasonic plasma display panels have been rated
to last 100,000 hours before reaching half their
original brightness. They have low running costs
and require minimum maintenance. Dust and dirt
can be easily wiped off with a soft, lint-free cloth.
Multi Display Function
Built-in image-enlarging function allows you to
enlarge images up to 5x vertically and horizontally
independently, making it easier to set up multiscreen systems with up to 25 displays.
Remote System Monitoring
In addition to the conventional display control
command and power supply/input selection check
command, Panasonic plasma displays feature a
monitor command that lets you check the signal from
a distant location by simply connecting a PC via a
serial cable, without the need for a monitoring camera.
Text Overlay Function
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Format, overlay and display text onto video
images via an RS-232C interface. When used in
combination with the Weekly Command Timer, text
can be registered in advance and displayed
at predetermined times.
LCD Displays
Designed With Intelligent Features
The slim design incorporates multiple advanced
features including Intelligent Scene Controller,
EZ Sync™ HDAVI Control for streamlined AV setup
and operation, an IPS LCD Panel (1366 x 768
pixels) and 9msec Response Time.
Advanced 3D Color Management
Independently detects color, brightness and
luminosity levels for a finer level of control and
highly expressive images. Colors are beautifully
reproduced with exceptional vibrancy.
Intelligent Scene Controller
Adjusts backlight brightness and contrast
according to the scene.
In dark scenes, backlight intensity is reduced to
reproduce deeper blacks. This allows the picture to
accurately convey even subtle differences in
the blackness levels.
Sub-Pixel Controller
Helps eliminate jagged or blurred diagonal lines
and produces smoother edges while enhancing
sharpness for clearer, crisper pictures.
Service and Support
Service and Support
Panasonic is known and respected as a leader for
innovative technology, product reliability and attentive
customer service. Our reputation for high-quality Point of
Sale and Drive-Thru Communications Systems is second
to none. We stand behind our products and offer one of
the best warranties in the industry, along with a full range
of extended warranty options and service agreements to
assure your operations run smoothly for years to come.
Point of Sale Service
Warranty Coverage
In the event your Panasonic POS product needs repair
during the warranty period simply send the unit freight
pre-paid to the Panasonic Depot Repair Center. No return
merchandise authorization (RMA) is required. The Repair
Center will repair and return the item pre-paid freight using
the same shipping method as the inbound shipment.
Service Options
Panasonic offers a variety of service programs designed
to maximize your POS system performance, reliability and
ease of operation. Depending on your software version,
(PcPOS or NP6) you may select one or more of the
programs listed below to obtain the perfect combination
of support services based on your store configuration, age
and technical capabilities.
For PcPOS stores Panasonic continues to offer the same
full range of service programs as in previous years. With
the release of NP6 and the Operations Technology Person
program (OTP), a new set of service offerings specifically
designed to support stores at the OTP1, OTP2 and OTP3
levels are available. You can learn more in the OTP section
below.
• Annual Preventive Maintenance (PM) Visit
The annual PM visit from Panasonic offers a proactive
approach to keep your operations running at optimal
efficiency with minimal downtime. During the PM visit a
technician will perform a 37-point inspection of your POS
system from the cables to the coin changers. Any items
that do not meet installation standards will be corrected.
Note: Repair of defective equipment and/ or cost to replace any
missing or broken parts is not covered under the PM visit.
• Advanced Exchange
The Advanced Exchange program enables a customer to
receive a working replacement unit prior to returning the
defective unit. The method of shipment (Next Business
Day or 2nd Business Day arrival) is based on the
operational impact priority.
Priority 1 (P1) incidents received by 3:00 PM CST
Monday through Saturday are shipped by Next Business
Day Air. Business days are defined as Monday through
Friday. Priority 2 (P2) incidents received by 3:00 PM CST
Monday through Friday are shipped by Second Business
Day Air.
P1 incidents are defined as follows:
Priority 1 - Catastrophic system failures listed below:
»» CCU failure
»» OLC failure
»» Mini-OLC failure
»» 50% or more of front counter systems failed
»» 2 or more drive-thru systems failed
»» Kitchen Video Systems (KVS) primary and backup both
failed
»» Printers - all printers in the restaurant are not working
P2 incidents are defined as follows:
»» Priority 2 - Other than P1 Failures - Examples are:
»» Single register failure in front counter or drive-thru
»» Expeditor monitor failure
»» KVS failure - in back-up mode
»» Cashless devices
»» Printer failures
»» Bump Bar
The store is responsible to install the replacement unit
and to properly package and return the defective unit to
Panasonic using the included prepaid label.
For stores that do not have staff qualified to perform an
exchange or who want the advantage of a fully trained
on-site technician, we recommend one of our On-Site
contracts (below).
• Unlimited On-Site
Our Unlimited On-Site program combines the benefits of
the Advance Exchange program with on-site service visits
for the ultimate service convenience. In the event a covered
failure occurs and can not be remedied by the Help Desk,
Panasonic will dispatch a technician to the site and, if
needed, arrange shipment of an Advanced Exchange unit
to meet the technician at the store. In the event a store feels
comfortable in performing an exchange with its own staff,
Panasonic can arrange just the dispatch of an advance
exchange unit. The choice is yours.
Contracts are available in 1 year increments. Required
service programs and options for NP6™ restaurants have
been developed to complement the store’s OTP level
certification.
• Core On-Site
This program operates the same way as the Unlimited
On-Site program but covers only components deemed as
mission critical.
The covered mission critical components are listed below:
Onsite Coverage:
»» Registers
»» ADDS or Itona Video Controllers
»» CCU or POS Server
»» POS Software*
»» dLink Switch*
»» Cashless Appliance(s)*
*NP6™ restaurants
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Service and Support
The Core On-Site agreement is the minimum required
service level for all NP6™ stores with a certified OTP1.
Additional items may be added to the core program under
the advance exchange or extended mail-in to depot
plans. Stores that prefer to ensure the entire POS system
is covered can also take the Unlimited On-Site package
to provide the highest level of coverage with minimum of
inconvenience to store staff and customers.
A less expensive option for those stores with a certified
OTP2 Is the “OTP2 Limited On-Site” plan. This program
includes on-site support for software and POS Server
related issues and advance exchange for the mission
critical components. Stores desiring more comprehensive
coverage may elect to add additional components for
advance exchange or extended depot service. In cases
where the ultimate in service support is desired the store
may select the unlimited on-site service option.
Stores with an OTP3 may select either the OTP3 Core
Advanced Exchange or the OTP3 Self-Supported service
programs. For additional details please contact your
Panasonic regional sales manager or service contract manager.
Contracts are available in 1 year increments.
•Flexible On-Site (PcPOS stores only)
This program enables a customer to purchase a predetermined number of on-site visits for one or more
specified store locations in a single on-site contract. In the
event a covered failure occurs and can not be remedied by
the Help Desk, Panasonic will dispatch a technician to the
site to troubleshoot and restore normal operation.
Contracts are available in 2, 5 and 10 visit increments.
Parts are not included with flexible on-site visits. The
Advanced Exchange program is not included in this option
but is a good complement and highly recommended.
Flexible On-Site is not currently available for NP6™
restaurants.
•Annual Depot Repair
The depot repair program allows you to purchase an
extended service agreement that will cover the repair costs
for any failure that would have been covered by the original
warranty.
During the term of the agreement simply send the defective
unit freight pre-paid to the Panasonic Depot Repair Center.
No return merchandise authorization (RMA) is required. The
Repair Center will repair and return the item via pre-paid
freight using the same shipping method as the inbound
shipment. This program is available for all items not
specifically required to be under agreement.
•Three Year Depot Repair
When purchasing a new system, this option extends your
warranty for all new Panasonic POS system components
for a full 3 years. Parts and labor are covered under
warranty when sent to a designated Panasonic Depot
Repair Center. This option must be selected at the time of
system purchase.
•Self-Service Model for Stingray (JS-950)
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The unique modular design of Stingray greatly simplifies
in-field service to a virtual plug & play operation. The LCD
display, hard drive, main body and 2 line display can be
removed and replaced through the use of conveniently
placed thumb screws. It’s fast, easy, and cost effective –
simply place a sales order for a new module or stock the
inventory on your own shelf for even faster repairs. with no
technician fees and minimum downtime – you pay for only
the parts you order or stock.
• Operations Technology Person Program
The OTP program is a three-level certification program
designed to provide the owner/operator an effective
communications conduit to keep better informed on
technology platforms and initiatives deployed in the store
environment. The program enables the owner/operator to
identify and groom individuals within his/her organization
and provide them the necessary skills to work with the SEI/
Supplier Help Desks to troubleshoot problems thereby
providing faster resolution of operational, hardware and
software issues. NP6 6.3 is the base level S/W for all OTP
levels.
The three (3) OTP levels are:
1.O
TP1 - “The Communicator”
The OTP1 is a person in the owner/operator’s
organization selected to communicate current and future
restaurant technology initiatives and/or changes and
assists with “crisis” communication.
inimum Required Service Agreement =
M
Core On-Site Coverage
Onsite Coverage:
»» Registers
»» Itonas
»» POS Server
»» POS Software
»» dLink Switch (managed by AWS)
»» Cashless Appliance(s)
2.O
TP2 - “The Troubleshooter”
Candidates for OTP2 are persons that have been
successful in an OTP1 capacity and successfully
completed all SEI training modules for the OTP2
certification. An OTP2 will be able to perform basic
preventative maintenance services, determine what
portion of the system may be causing a problem and
with SEI’s assistance, perform equipment replacement of
specifically designated hardware components.
inimum Required Service Agreement =
M
Limited On-Site Coverage
Onsite Coverage:
»» POS Server
»» POS Software
Advanced Exchange:
»» Registers
»» Itonas
Service and Support
3.OTP3 - “The On-Site Supporter”
The OTP3 is the final and most advanced OTP level.
Candidates will be current OTP2’s that are technically
proficient, have practical store experience and a
demonstrated capacity to successfully complete
theOTP3 training curriculum. A certified OTP3 will be
able to perform all on-site break-fix services currently
provided by the POS supplier. Minimum Required Service Agreement =
Advance Exchange or Self-Supported
Onsite Coverage:
None, POS Software is self-supported by the OTP3
Advanced Exchange:
»» POS Server
»» Registers
»» Itonas
“Self-Supported”
»» OTP3 Technical Phone Support Plan
Frequently Asked Questions
What are the costs for your service options?
Actual cost will vary based on the service option(s) selected
and the system configuration. Contact your Panasonic
regional sales manager for more details or call 1-866-4726767 to contact the service contracts manager.
When can I purchase a service program?
The minimum NP6 programs must be purchased at the time
of the upgrade but the options, including PM visits, Advanced
Exchange, On-site, and Depot Repair contracts can be
purchased at any time. In the event, however, a contract is
not purchased prior to the expiration of the original warranty
or renewed prior to the expiration of an existing contract
Panasonic reserves the right to require, at the expense of the
store, an on-site visit by one of our authorized technicians to
validate the condition of the equipment. The Extended Three
Year Warranty must be contracted at the time the new system
is purchased.
What components are considered core system
components for PcPOS? Are they different for NP6?
For PcPOS keystations, CCUs and ADDS or Itona video
controllers, are considered core system components. The
core components for NP6 are the same as PcPOS but also
include dLink switch and the cashless appliance.
What if my system is out of warranty but still covered
under an exchange contract?
As long as you have an exchange contract in place you will
receive expedited exchange equipment at no additional cost
(no shipping or standard repair charges to worry about).
What if I want multiple service options, can I purchase
more than one option?
Yes! Panasonic understands that each restaurant has unique
service requirements. Panasonic will work with you to select
the service option(s) that best meet your individual needs,
leaving you with a customized service program perfect for
your operation.
What types of repairs are included in standard
repair charges?
Repairs resulting from normal use are included in some of our
service options as described. We do not cover repairs from
spillage, power surges, physical abuse, etc.
I have a Help Desk contract with SEI, how does that fit
into the service options listed?
Every POS repair starts with a call to the SEI Help Desk, who
will troubleshoot your POS system issues. Your SEI Help
Desk contract does not cover exchange or onsite service,
system parts or repair.
What is the number for the SEI Help Desk?
You can reach SEI’s Help Desk 24/7/365 by calling
1.800.515.3636.
Is there specialized training for the
Operations Technology Person?
Yes! SEI offers specialized training for the OTP1 and
OPT2 certifications. Panasonic offers a program for OTP3
certification on a quarterly basis for those who have
successfully completed the OTP 1 and OTP2 programs.
17
Service and Support
Drive-Thru Communications Service
Warranty Coverage
If a covered component of your system should fail, you can
send the piece to an Authorized Panasonic Service Center
for repair. When the product is repaired, the Service Center
will ship the piece back at the Service Center’s expense,
using the same shipping method as the original sender.
Component Model Number
Center Module WX-C1010, WX-C1011,
and WX-C2010, WX-C3010
All-In-One Headsets WX-CH2050P, WX-H3050
Belt Pack Order Taker WX-CT2022, WX-T3020
Belt Pack Headset WX-C1027A, WX-H3927
Below please find the warranty period for each component of
the Panasonic drive-thru system.
Battery Charger 2050CH, 2020CH, WX-Z3040
Component
Warranty Period
Center Module/Base Station 4 year Depot warranty
Belt Pack Order Taker 30 month Depot warranty
All-In-One Order Taker
2 year Depot warranty
Help Desk
Every Panasonic drive-thru system owner has access to
the toll-free troubleshooting number, regardless of warranty
status or participation in the exchange program. As a valued
customer you can always call 1.866.472.6767 for all your
Panasonic drive-thru system needs.
Belt Pack Headset
Frequently Asked Questions
Battery Charger 1 year Depot warranty
Vehicle Detector
Autogreeter
What if my system is out of warranty but still covered
under an exchange contract?
As long as you have an exchange contract in place you will
receive expedited equipment exchange, including shipping.
Additional Service Option
•Advanced Exchange
The Annual Advance Wireless Exchange provides
expedited equipment exchange of wireless hardware
failures resulting from normal equipment operation. If
your drive-thru equipment should fail, we will send you
replacement equipment within 48 hours – and the shipping
cost is already included in your annual fee.
Exchange contracts are available at the time of purchase
in 1 or 3 year increments and are renewable in increments
of one year for up to 7 total years. If you do not purchase
an exchange contract with your new system, you can still
purchase one year, renewable contracts at any time until
your system reaches 7 years. Panasonic reserves the right,
however, to require at the expense of the store an on-site
visit by one of our authorized technicians to validate the
condition of the equipment prior to contract renewal.
Covered components of the Panasonic drive-thru system
are listed below. Please note that batteries are not covered
by the exchange program.
Panasonic ships swap unit to store within 48
hours. Customer puts unit that needs to be
repaired into the box and ships back using
the enclosed return shipping label.
In Warranty
Unit is repaired
and put back into
swap stock.
YES
Physical Damage/Abuse
Unit is repaired and put
back into swap stock.
Customer invoiced for time
and material repairs.
Total down time: 48 - 72 hours
(depends on day of week, credit approval, etc)
How often should I expect to replace the components of
my Panasonic drive-thru system?
The Panasonic drive-thru system is engineered for durability
in the drive-thru environment. Expect long service without
the hassle of frequent replacements. However, beware of
inferior, low cost non-Panasonic product components that
often fail and cause consistent problems for your drivethru communication system. To ensure the integrity of your
system, have your equipment serviced only by an Authorized
Panasonic Repair Center.
How much will the Advanced Exchange option cost?
The cost of the Advanced Exchange program varies based
on system configuration and age. Contact your Panasonic
regional sales manager for more details or call
1-866-472-6767.
What is the process to troubleshoot and/or repair a
component of the Panasonic drive-thru system?
Please refer to the chart below.
Hardware needs to
be repaired.
Does customer have
a Swap contract?
NO
Customer boxes unit and ships it to the repair
center using a traceable shipping method
(UPS, FedEX, etc.). Shipping can take up to 7
days depending on method chosen.
In Warranty
Unit is repaired and shipped
back to customer.
(Repair time 3 - 5 days)
Out of Warranty
Unit is repaired and shipped back
to customer. Customer invoiced
for time and material repairs.
(Repair time 3 - 5 days)
Panasonic ships unit back to store using same method as store
used when shipping unit to repair center. (Up to 7 days).
Total down time: 3 - 14 days (depends on day of week, credit approval, etc)
18
Service and Support
Toughbook Handheld Order Taker Service
Warranty Coverage
Component Warranty Period
Toughbook HHOT (CF-H1CSLRZ6M-M) 3 year Depot mail-in warranty
Cradle (CF-VEBH11U-M) 3 year Depot mail-in warranty
Battery (CF-VZSU53W-M)
3 year Depot mail-in warranty
Stylus (CF-VNP012U-M)
3 year Depot mail-in warranty
Service Options
• Preferred Service Program
The Preferred Service Program helps to expedite repairs by
providing a next day air prepaid shipping label and box for
units to and from the repair center. Upon receipt, units are
serviced within 2 business days (M-F) and shipped back to
the customer prepaid next day air. (e.g. a unit received on
Monday will be shipped back on Wednesday via NDA for
Thursday receipt.)
The initial 3 years of coverage is included in the purchase
price. Up to 2 additional years may be purchased in 1 or
2 year increments. If any other extended service plan is
purchased for year 4 or 5, the Preferred Service Plan is
provided at no additional fee.
• Toughbook Protection Plus
Toughbook Protection Plus allows for one major failure for
each major component of the HHOT (such as the LCD,
hard drive, keyboard or mainboard) per year of coverage
up to a maximum of 3 times per component during the 3
year period without any limitation on time between failure
events.
The initial 3 years of coverage is included in the purchase
price. Up to 2 additional years may be purchased in 1 or 2
year increments (up to 5 years total) provided the extension
is purchased before the initial 3 year period is expired.
• Extended Depot Mail-in Warranty
The Extended Depot Mail-in Warranty program extends
the original depot warranty for an additional 1 or 2 years.
If this option is selected, the Preferred Service Program
enhancement will automatically apply at no additional
cost. This program extension must be selected prior to the
expiration of the original 3 year warranty period.
The Advanced Exchange program enables a customer
to receive a working replacement unit prior to returning
the defective unit. The store is responsible to install the
replacement unit and to properly package and return the
defective unit to Panasonic using the included prepaid
label.
Initial contract is 3 years and must be signed at the time
of purchase. Additional years are available in 1 or 2 year
increments (up to 5 years total) provided the extension is
purchased before the initial 3 year period is expired.
• Next Business Day On-Site M-F
In the event a covered failure occurs and can not be
remedied by the Help Desk, Panasonic will dispatch a
technician to arrive at the store the next business day (M-F)
to fix the unit on-site. (e.g. Panasonic receives SEI RMA by
3:00pm on Thursday, the technician will be on-site Friday.
If the RMA is received by 3:00pm Friday, the technician will
arrive on Monday.
• Next Business Day On-Site M-Sat
In the event a covered failure occurs and can not be
remedied by the Help Desk, Panasonic will dispatch a
technician M-Sat to the site who will fix the unit on-site.
In this case if an RMA is received by 3:00pm Friday, the
technician will arrive at the store on Saturday.
19
Service and Support
View-Thru Service
Hiring Kiosk Service
Warranty Coverage
Warranty Coverage
Component
Warranty Period
Component
Warranty Period
Camera (WV-NP244)
Hire to Win Kiosk (HTWKIOSKKIT)
Service Options
Service Options
• On-site
The Advanced Exchange program enables a customer
to receive a working replacement unit prior to returning
the defective unit. The store is responsible to install the
replacement unit and to properly package and return the
defective unit to Panasonic using the included prepaid
label.
For stores that do not have staff qualified to perform an
exchange or who want the advantage of a fully trained
on-site technician, we recommend our On-Site contract
(below).
• On-Site
Our On-Site program combines the benefits of the
Advance Exchange program with on-site service visits for
the ultimate service convenience. In the event a covered
failure occurs and can not be remedied by the Help Desk,
Panasonic will dispatch a technician to the site and, if
needed, arrange shipment of an Advanced Exchange unit
to meet the technician at the store. In the event a store
feels comfortable in performing an exchange with its
own staff, Panasonic can arrange just the dispatch of an
advance exchange unit. The choice is yours.
In the event your Hiring Kiosk should require service we
offer an on-site contract which covers all components
originally provided by Panasonic. Additional fees apply for
visits where no trouble is found upon arrival or sites where
the kiosk is damaged due to abuse or vandalism.
Warranty Coverage
Panasonic LCD flat panel televisions come with a one year
carry-in service parts/labor factory warranty while the Plasma
models have a one year in-store service parts/labor/factory
warranty.
Service Options
• In-Store Service (for LCDs)
Stores with Panasonic LCDs may upgrade to in-store
service to receive full Concierge benefits which include:
on-site Priority Service scheduling and loaner TV during
service. Service is usually performed within two days of
request. The upgrade to in-store is available only during
the factory warranty period.
• Extended Warranty
A store may extend their flat screen factory warranty by
up to 3 years. LCD stores must also upgrade to In-Store
Service in order to extend their warranty.
Call toll free for complete details! 1-866-472-6767
We’re here 24 hours a day – 7 days a week – 365 days a year!
panasonic.com/mcdonalds
20

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