now serving solutions - panasonic · serenity part of your return on investment with integrated...

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now serving solutions

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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 line-bust 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.

now serving solutions

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Stingray KeystationFor 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.

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.

The Modular Approach to HardwarePanasonic 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 field-replaceable. 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 Keystation

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The Modular Approach to InventoryThe 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 Features15" 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.

Stingray Keystation

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Toughbook H1 Field Handheld Order TakerThe 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.

Designed for Mobile WorkersFull 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.

Built Rugged for Dependable PerformanceMore 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.

Tested to withstand a 6 foot drop without •impacting operation.

Designed to meet military specifications (MIL-•STD810G rated), the durable magnesium alloy internal frame is ideal for the rigors of a harsh restaurant environment.

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.

*As of April 2010 the Panasonic Toughbook H1 is in test.

Toughbook H1 Field Handheld Order Taker

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Wireless Expertise Keeps You ConnectedEmbedded 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.

- 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.

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).

Toughbook H1 Field Handheld Order Taker

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Attune Drive-Thru Communications SystemAttune 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.

Digital Performance SuperiorityAttune 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 interference-free 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 ModelsAttune 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:

Wired headset with swivel extension for •enhanced acoustic quality

Belted battery pack•

Ergonomic design for user comfort over •extended periods

Easy access nylon and Velcro case•

One-button battery eject for quick battery •change

Programming EaseGet 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

Attune Drive-Thru Communications System

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Dual Drive-Thru OperationAttune 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 OperationAccelerate 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 FunctionsSeveral 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 AdvantageAdvanced 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

Attune Drive-Thru Communications System

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Drive-Thru Automated GreeterThe 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 WorksWhen 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.

Message Programming BasicsRecord 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.

Drive-Thru Automated Greeter

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Message Programming By Day PartCustomize 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 pre-recorded message can be set to play only if an employee has not addressed the guest within the specified time.

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.

System Features & Benefits2-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.

Drive-Thru Automated Greeter

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View-Thru Guest Verification SystemPanasonic’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 WorksIn 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.

Benefits of View-ThruIncreases speed of service•

Increases order accuracy•

Reduces product waste from order accuracy •mistakes

Easy-to-use and learn photo interface•

Integrates directly with the NP• 6™ software

Works on all NP6™ compatible keystations•

Panasonic quality and dependability•

View-Thru Guest Verification System

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Hiring KioskTake 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:Supports McDonald’s image as an employer of •choice.

Represents a branded employer image.•

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.

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.

Navigate via 15” flat touch screen monitor or •keyboard/mouse, allowing the user to choose.

Supplied by Panasonic, a trusted worldwide •McDonald’s business partner for nearly 30 years.

Hiring Kiosk

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Plasma DisplaysTough 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 LifePanasonic 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 FunctionBuilt-in image-enlarging function allows you to enlarge images up to 5x vertically and horizontally independently, making it easier to set up multi-screen systems with up to 25 displays.

Remote System MonitoringIn 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 FunctionFormat, 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 DisplaysDesigned With Intelligent FeaturesThe 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 ManagementIndependently 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 ControllerAdjusts 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 ControllerHelps eliminate jagged or blurred diagonal lines and produces smoother edges while enhancing sharpness for clearer, crisper pictures.

Flat Screen DisplaysDeliver 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.

Flat Screen Displays

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Service and SupportPanasonic 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 ServiceWarranty CoverageIn 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 OptionsPanasonic 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 »failedPrinters - 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

Service and Support

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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 pre-determined 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)•

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. OTP1 - “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.

Minimum Required Service Agreement = Core On-Site Coverage

Onsite Coverage:

Registers »Itonas »POS Server »POS Software »dLink Switch (managed by AWS) »Cashless Appliance(s) »

2. OTP2 - “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.

Minimum Required Service Agreement = Limited On-Site Coverage

Onsite Coverage:

POS Server »POS Software »

Advanced Exchange:

Registers »Itonas »dLink Switch (managed by AWS) »Cashless Appliance(s) »

Service and Support

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OTP3 - “The On-Site Supporter” 3. 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 »dLink Switch (managed by AWS) »Cashless Appliance(s) »

“Self-Supported”

OTP3 Technical Phone Support Plan »

Frequently Asked QuestionsWhat 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 1-866-472-6767 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.

Service and Support

18

Drive-Thru Communications ServiceWarranty CoverageIf 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.

Below please find the warranty period for each component of the Panasonic drive-thru system.

Additional Service Option


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.

Help DeskEvery 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.

Frequently Asked QuestionsWhat 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.

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 drive-thru 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.

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

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

Belt Pack Headset 1 year Depot warranty

Battery Charger 1 year Depot warranty

Vehicle Detector 1 year Depot warranty

Autogreeter 1 year Depot warranty

Service and Support

Hardware needs to

be repaired.

Does customer have a Swap contract?

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.

Unit is repaired

and put back into

swap stock.

Unit is repaired and put

back into swap stock.

Customer invoiced for time

and material repairs.

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.

Unit is repaired and shipped

back to customer.

(Repair time 3 - 5 days)

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)

YES NO

In Warranty Physical Damage/Abuse In Warranty Out of Warranty

Total down time: 48 - 72 hours

(depends on day of week, credit approval, etc)

19

Toughbook Handheld Order Taker ServiceWarranty Coverage

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.



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 and Support

Service and Support

20

Hiring Kiosk ServiceWarranty Coverage

Service Options

On-site•

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.


Flat Screen DisplaysWarranty CoveragePanasonic 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.

View-Thru ServiceWarranty Coverage

Service Options


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.



Camera (WV-NP244) 3 year Depot warranty


Hire to Win Kiosk (HTWKIOSKKIT) 1 year Depot 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

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