MSW Portal

All technical issues should be reported using the MSW services and staff portal

Smart Screen configurations will be pre-determined by MSW head office

Request to change the content of a given screen or layout of screens including viewing of live sports, must be approved by the head office.

AC/OS send

request via email

Dominic to reply

MSW IT/ Inventiv

(if required)

AC/OS

• Blue Screen with Play Button

• Black Screen with arrow in the middle screen• Black Screen with loading logo in the middle screen• Black screen with virtual sports logo• Black screen with “ no signal” message appear on screen• “NW.JS” message appear on screen• “Service Temporarily Available” message appear on screen• “Adobe Flash Plugin has crashed” message appear on screen• Plain white screen• Freeze screen• “Currently No Available Market” appear on screen

Actions to Take:1. Outlet to send Incident Report via Portal2. Once IR is received, CS to reply & issue ticket # from Avaya. 3. CS check Smart Screen status on the commander. 4. CS call the outlet & take the first line of troubleshooting

-If it is RED, advise staff to manually restart the smart screen (Minix)-If it is GREEN, CS to restart or reset the smart screen through commander

5. If the issue is not resolved, CS will escalate the issue to Inventive or MSW IT via email

copying Outlet concern. Email should contain the ff. details:*Ticket # (from Avaya)*Complete Site Address*Contact Person*Contact Numbers*Description of the trouble, inquiry or complaint*Smart Screen Number

6. MSW IT/Inventiv to inform CS of the status, no time frame as it depends on how long troubleshooting will take but will give update within 8hours. CS to give update to outletThrough email thread

Problem/Issue

Blue Screen with play button

Blue screen with play button

Black screen with arrow in the middle screen

Black screen with loading logo on the middle screen

Black screen with virtual sports logo

Black screen with “no signal” message

“Service Temporarily Available” message appear on

screen

Escalate to Department/Team

“Adobe Flash Plugin has crashed” message appear on

screen

Inventiv

MSW IT if Red in Commander

Inventiv

Inventiv

Inventiv

MSW IT

Inventiv

Inventive

Plain white screen Inventiv

Freeze screen Inventiv

Currently No available market

Inventiv

• No Internet

• NFC reader (KYC) can’t read chips

• Webcam not working

• Printer won’t print

• Outlook not working

• VPN not working

• Monitor black screen

• CPU won’t turn on

Actions to Take:1. Outlet to send Incident Report via Portal2. Once IR is received, CS to reply & issue ticket # from Avaya. 3. CS will forward the issue to MSW IT copying outlet concern and will

provide thedetails required.

-Outlet Name-Contact Number-Team Viewer details-Staff Name-Date/Time of incident-Problem Description

4. MSW IT will inform CS if the issue is resolved.-No time frame, depends on how long troubleshooting will take but will

give anupdate within 8hrs.

5. CS will inform the outlet and other concern department/individual about the

update of the issue.

• Can’t bet

• No print out ticket

• Transaction problem (e.g. cash in/cash out)

• Reports problem

• Slow response

Action to Take1. Outlet to send Incident Report via Portal2. Once IR is received, CS to reply & issue ticket # from Avaya. 3. CS will escalate the issue to MSW IT and will provide the details required.

Outlet NameContact NumberTeam Viewer detailsStaff NameDate/Time of incidentProblem Description

4. MSW IT will inform CS if the issue is resolved.-No time frame, depends on how long troubleshooting will take but will give an

update within 8hrs.5. CS will inform the outlet and other concern department/individual about the

update of the issue.6. If a particular slipstream problem was raised by 3 or more outlets then this should

be escalated to BETICA team.-Ticket is assign to MSW IT but should be escalated to betica by CS especially if the

incident occurs at night.

• White screen

• Distorted screen

• Showing windows logo

Action to Take1. Outlet to send Incident Report via Portal2. Once IR is received, CS to reply & issue ticket # from Avaya. 3. CS will escalate the issue to MSW IT and will provide the details required.

Outlet NameContact NumberSSBT NumberStaff NameDate/Time of incidentProblem Description

4. MSW IT will inform CS if the issue is resolved.-No time frame, depends on how long troubleshooting will take but will give

anupdate within 8hrs.

5. CS will inform the outlet and other concern department/individual about the update of the issue.

MSW-IT: Response Time For Smart Screen issue

* Will give an update on the created ticket within 2 hours upon receiving the ticket.

For Technical issues (MSW Own Outlets)*Will give an update on the created ticket within 2 hours upon receiving the

ticket.*Will give an update to ticket subject for site visit within 8 hours for GreaterManila area.

For Technical Issues (Partner Outlets)*Will give an update on the created ticket within 2 hours upon receiving the ticket.

*Tickets endorsed to Partner IT for site visit/site troubleshooting will be closed

if there is no feedback with in 3 days.

Important:

AC/OS need to copy each other including FOM and Dominic for all email reply.

If there’s NO INTERNET connection, call CS directly. Send portal IR once internet is up to proper documentation.

No response yet from CS but already fixed the issue, outlet staff can closed the ticket by informing CS through email reply.