POS Maintenance and Requests

The Craveable Support Team are your point of call for all support related incidents and service requests, we also have a dedicated Team responsible for the data input and integrity for our POS and OLO environments. Below is the process to request a change for any Menu, Pricing, Zones, Products and every other change in between.

We have three types of POSM requests. Minor, Standard and Major – all have been outlined below with process and timelines depending on the type of change.

Minor
7 Days*
  • 1 Week Lead Time for Deployment
  • Local Store UAT on Day
  • Minor Risk involved

General Notes

These must be approved by the POSM Team before submission. Changes are low risk and do not impact more then 2 stores or 5 POS level changes (buttons or workstation class)

If you are unsure please contact the POSM Team to validate which type of request is applicable.

 

Minor changes are low impact and low risk to our network. The types of changes must not impact more then 2 stores. For example a workstation class change or zone move.

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Standard
14 Days*
  • 2 Week Lead Time for Deployment
  • 4 Business Days for UAT
  • UAT Completion 2 days before go live

Timeline and Milestones

  • Day 1 & 2 - Submission and IT Review
  • Day 3, 4, 5, 6, 7 & 8 - Build and Configuration
  • Day 9 & 10 - Operations User Acceptance Testing
  • Day 13 Night - Deployment
  • Day 14 - Go Live
 

Standard changes are medium impact and medium risk to our network. These changes typically require some investigation or review. For example new menu items or a pricing increase for 2 zones

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Major
28 Days*
  • 4 Week Lead Time for Deployment
  • 5 Business Days for UAT
  • UAT Completion 2 days before go live

Timeline and Milestones

  • Day 1 & 2 - Submission and IT Review
  • Day 3 - 21 - Build and Configuration
  • Day 22, 23 & 24 - Operations User Acceptance Testing
  • Day 25 & 26 - IT User Acceptance Testing and Sign Off
  • Day 27 Night - Deployment
  • Day 28 - Go Live
 

Major changes are high impact and high risk to our network. These requests must be completed and reviewed as they are complex in nature. Typically major zone changes or new a promotion across all stores.

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The Fine Print

Business days only (Monday to Friday) Can be submitted between the 5th Jan – 21st Nov every year*

Any Changes after Submission will need approval and may involve a change to UAT or Deployment schedules for that submission*

Deployment dates to be only within Tuesday to Thursday

If UAT sign off is not completed with the final 2 days of the UAT period then the deployment date will be reviewed/moved*

Meet Rhean

Hi. I’m Rhean! I’m the POS maintenance guru who sits behind this form and does the back end work to make your submission successful. Once you hit submit on the above form, I begin work behind the scenes from building to testing, all the way to deploying over night.

If you have any questions or would like to discuss a posm request, feel free to contact me on 1800 44 66 78 (ask for me)

Escalations

At any time throughout the request, or should you need to expedite the process, a Service Delivery Manager is available to assist.

Escalation 1
Joshua Kitson – Data Team Lead
+618 9240 9706 | +61407 983 284
Escalation 2
Tyler Mason – Service Delivery
+612 7909 5240 | +61450 246 009

Delivery

Minimum 2 weeks (standard)*

Loyalty

Minimum 2 weeks (standard)*

Inventory

Minimum 2 weeks (standard)*

POSM

Any type of request accepted*