Getting Support
24/7 AI-powered support for instant answers.
Overview
Restaurant Revolution provides:
- 24/7 Availability - Get help any time, day or night
- AI Assistant - Instant answers to common questions
- Smart Escalation - Automatic routing to human agents when needed
- Ticket Tracking - Monitor your support requests
- Multi-Channel - Chat, phone, or email support
Contacting Support
In-App Chat (Recommended)
The fastest way to get help:
- Tap the Help icon (?) in any screen
- Select Chat with Support
- Describe your issue
- Get instant AI-powered answers
┌─────────────────────────────────────────────────────────────────┐
│ SUPPORT CHAT │
├─────────────────────────────────────────────────────────────────┤
│ │
│ ┌────────────────────────────────────────────────────────────┐ │
│ │ 🤖 Hi! I'm your AI support assistant. How can I help? │ │
│ └────────────────────────────────────────────────────────────┘ │
│ │
│ ┌────────────────────────────────────────────────────────────┐ │
│ │ My receipt printer isn't printing │ │
│ └────────────────────────────────────────────────────────────┘ │
│ │
│ ┌────────────────────────────────────────────────────────────┐ │
│ │ 🤖 I can help with printer issues! Let me guide you │ │
│ │ through some troubleshooting steps: │ │
│ │ │ │
│ │ 1. Is the printer powered on? │ │
│ │ 2. Is there paper loaded? │ │
│ │ 3. Is Bluetooth/network connected? │ │
│ │ │ │
│ │ Which of these would you like to check first? │ │
│ └────────────────────────────────────────────────────────────┘ │
│ │
│ [Type your message...] [Send] │
│ │
└─────────────────────────────────────────────────────────────────┘
Phone Support
For urgent issues or if you prefer voice:
24/7 Support Line: 1-800-RR-HELP1 (1-800-774-3571)
Email Support
For non-urgent requests:
Email: support@restaurantrevolution.ai
AI Support Assistant
What It Can Help With
| Category | Examples |
|---|---|
| Account | Login issues, password reset, permissions |
| Orders | Stuck orders, modifications, cancellations |
| Payments | Declined cards, refunds, settlements |
| Hardware | Printer, terminal, tablet issues |
| Features | How-to questions, feature setup |
| Reports | Running reports, understanding metrics |
| Voice AI | Maximus commands, voice troubleshooting |
Response Time
| Type | Time |
|---|---|
| AI Response | Less than 5 seconds |
| Human Escalation | Less than 15 minutes |
Tips for Best Results
- Be specific - "Receipt printer won't print" is better than "printer broken"
- Include details - What were you doing when the issue occurred?
- Share error messages - Copy the exact error text
- Try suggestions - Follow the AI's troubleshooting steps
When You'll Get a Human
The AI automatically connects you to a human agent when:
| Situation | What Happens |
|---|---|
| Complex issue | AI can't resolve after 3 attempts |
| You ask | Say "talk to a person" or "escalate" |
| Urgent problem | Critical issues route immediately |
| Billing questions | Payment disputes need human review |
| You're frustrated | AI detects frustration and escalates |
What to Expect
When escalated to a human:
- You'll see estimated wait time
- Your queue position is shown
- AI hands over full conversation context
- Human agent sees your issue summary
┌─────────────────────────────────────────────────────────────────┐
│ CONNECTING TO AGENT │
├─────────────────────────────────────────────────────────────────┤
│ │
│ Your issue has been escalated to a support specialist. │
│ │
│ Ticket: TKT-2026-001234 │
│ Category: Technical - Hardware │
│ Priority: High │
│ │
│ Estimated Wait: 5 minutes │
│ Queue Position: 2 │
│ │
│ ┌────────────────────────────────────────────────────────────┐ │
│ │ Your AI assistant has provided the following summary │ │
│ │ to the human agent: │ │
│ │ │ │
│ │ - Customer's receipt printer not printing │ │
│ │ - Tried: restart, check paper, check Bluetooth │ │
│ │ - Printer model: Star TSP143 │ │
│ │ - Error: "Connection Lost" │ │
│ └────────────────────────────────────────────────────────────┘ │
│ │
│ [Continue Chat] [Call Me Instead] │
│ │
└─────────────────────────────────────────────────────────────────┘
Support Tickets
Viewing Your Tickets
- Go to Settings > Support
- Or tap Help > My Tickets
┌─────────────────────────────────────────────────────────────────┐
│ MY SUPPORT TICKETS │
├─────────────────────────────────────────────────────────────────┤
│ │
│ ● TKT-2026-001234 Printer issues Open Today │
│ ✓ TKT-2026-001198 Password reset Resolved Jan 23 │
│ ✓ TKT-2026-001145 Report question Resolved Jan 20 │
│ ✓ TKT-2026-001089 Menu update help Resolved Jan 18 │
│ │
│ [New Ticket] │
│ │
└─────────────────────────────────────────────────────────────────┘
Ticket Statuses
| Status | Meaning |
|---|---|
| Open | Being worked on |
| Awaiting You | We need your response |
| Escalated | Assigned to specialist |
| Resolved | Issue fixed |
| Closed | Complete (after feedback) |
Adding to a Ticket
To add more information:
- Open the ticket
- Type your message
- Attach screenshots if helpful
- Tap Send
Priority Levels
How Priority Is Set
| Priority | Response | Examples |
|---|---|---|
| Critical | Immediate | System down, can't take payments |
| High | 15 min | Major feature broken, orders not sending |
| Medium | 30 min | Feature not working properly |
| Low | 1 hour | Questions, minor issues |
Requesting Higher Priority
If your issue is urgent:
- Start chat and say "This is urgent"
- Explain the business impact
- Use keywords like "system down" or "can't take payments"
Manager Support Dashboard
Managers can view support for their entire restaurant.
Accessing Dashboard
- Go to Manager > Settings > Support
- View all staff tickets
- See resolution metrics
Example dashboard view (actual metrics will vary):
┌─────────────────────────────────────────────────────────────────┐
│ SUPPORT DASHBOARD [Your Location] │
├─────────────────────────────────────────────────────────────────┤
│ │
│ THIS WEEK │
│ ─────────────────────────────────────────────────────────── │
│ Total Tickets: -- │
│ Resolved: -- │
│ Open: -- │
│ │
│ OPEN TICKETS │
│ ─────────────────────────────────────────────────────────── │
│ ● [Ticket ID] [Staff] [Issue] [Priority] │
│ │
│ COMMON ISSUES │
│ ─────────────────────────────────────────────────────────── │
│ [Issues shown based on your location's data] │
│ │
└─────────────────────────────────────────────────────────────────┘
Manager Actions
| Action | How |
|---|---|
| View staff ticket | Tap to see full conversation |
| Escalate for staff | Request higher priority |
| Add notes | Provide additional context |
| Close resolved | Mark issues as complete |
Self-Service Knowledge Base
Finding Answers
Before contacting support, try:
- In-App Help - Context-sensitive help per screen
- Knowledge Base - Searchable articles
- Video Tutorials - Step-by-step guides
- This Documentation - Comprehensive guides
Accessing Knowledge Base
- Tap Help > Help Center
- Search your question
- Browse by category
Feedback & Ratings
After Resolution
You'll be asked to rate your experience:
┌─────────────────────────────────────────────────────────────────┐
│ HOW WAS YOUR SUPPORT EXPERIENCE? │
├─────────────────────────────────────────────────────────────────┤
│ │
│ Your issue: Printer not printing receipts │
│ Resolution: Bluetooth connection restored │
│ │
│ Was this helpful? │
│ │
│ ⭐ ⭐⭐ ⭐⭐⭐ ⭐⭐⭐⭐ ⭐⭐⭐⭐⭐ │
│ Poor Fair Good Great Excellent │
│ │
│ [Add Comment (Optional)] │
│ │
│ [Submit Feedback] │
│ │
└─────────────────────────────────────────────────────────────────┘
Why Rate?
- Improves AI responses
- Helps prioritize common issues
- Recognizes great agents
- Improves documentation
Voice Commands
| Task | Say |
|---|---|
| Get help | "Hey Maximus, I need help" |
| Contact support | "Hey Maximus, contact support" |
| Check ticket | "Hey Maximus, check my support ticket" |
Tips for Faster Resolution
- Use chat first - AI answers instantly
- Be specific - Include exact error messages
- Try basic steps - Restart before contacting
- Include screenshots - Show what you see
- Note the time - When did issue start?
- Check documentation - Answer may already exist
Emergency Support
For Critical Issues
If your restaurant cannot operate:
- Call immediately: 1-800-RR-HELP1
- Say "emergency" to skip queue
- Have backup ready - Paper tickets, cash-only
What Qualifies as Emergency
| Emergency | Not Emergency |
|---|---|
| System completely down | Slow performance |
| Cannot process payments | One feature broken |
| Data loss occurring | Training questions |
| Security breach | Report questions |
Related Guides
- Troubleshooting Overview - Common issues
- Hardware Issues - Device problems
- Network Issues - Connectivity help
- Voice AI Help - Maximus issues