Anthem Business Solutions

A Little Bit About Who We Are

Anthem Business Solutions is a locally owned Oklahoma Corporation.

Started in 1958, Anthem Business Solutions has grown from a 2-employee shop to 20 plus employees, with office locations in Tulsa and Oklahoma City, servicing hundreds of customers throughout Oklahoma and surrounding states.

We provide a complete line of equipment to our customers, ranging from a basic Cash Register to fully integrated network POS Systems, Video Surveillance Systems, Software, and Digital Signage, and Complete Enterprise Management systems.

We provide sales, service, on-site and on-line support and operating supplies to the Hospitality, Grocery, Convenience and General Merchandise Retail Markets.

A Little Bit About Who We Are

Anthem Business Solutions is a locally owned Oklahoma Corporation.

Started in 1958, Anthem Business Solutions has grown from a 2-employee shop to 20 plus employees, with office locations in Tulsa and Oklahoma City, servicing hundreds of customers throughout Oklahoma and surrounding states.

We provide a complete line of equipment to our customers, ranging from a basic Cash Register to fully integrated network POS Systems, Video Surveillance Systems, Software, and Digital Signage, and Complete Enterprise Management systems.

We provide sales, service, on-site and on-line support and operating supplies to the Hospitality, Grocery, Convenience and General Merchandise Retail Markets.

Anthem staffs in meeting

Mission Statement

The mission of Anthem Business Solutions is to provide our customers the finest quality equipment available, backed by excellent customer service, with the highest ethical standards, which result in complete customer satisfaction.

Our goal is to have a staff of professionals who are well trained and always ready to perform at the highest levels. Customers depend on Anthem Business Solutions for FAST, EXCELLENT SERVICE at all times, day and night, 24 hours a day, 7 days a week. We strive to remain the “provider of choice” of point-of-sale and cash register equipment in Oklahoma.

Anthem staffs in meeting

Mission Statement

The mission of Anthem Business Solutions is to provide our customers the finest quality equipment available, backed by excellent customer service, with the highest ethical standards, which result in complete customer satisfaction.

Our goal is to have a staff of professionals who are well trained and always ready to perform at the highest levels. Customers depend on Anthem Business Solutions for FAST, EXCELLENT SERVICE at all times, day and night, 24 hours a day, 7 days a week. We strive to remain the “provider of choice” of point-of-sale and cash register equipment in Oklahoma.

Anthem staffs on-call

Who Is Who

During the installation:

Your main contact during the installation process will be your Installation Specialist. The Installation Specialist (or his/her designate) may be reached 24 hours a day, 7 days a week via a special New-Customer Voice Mailbox setup specifically for you. This mailbox will be established shortly after your order and will remain active for 14 days after your system is installed and you have gone live. If you have special concerns about the installation, please contact your Installation Specialist. We provide the 24 hour mailbox so you may reach your Installation Specialist with an emergency situation.

If it is not an emergency, we request you contact them between 8:00 am and 5:00 pm, Monday thru Friday.

After the installation:

Our Service Department will assist you once your equipment has been installed. During the 14 days after the install, call your New-Customer Voice Mailbox. After 14 days, when your New-Customer Voice Mailbox expires, call our Customer Service Dispatch at 918.294.1777 (24 hours a day, 7 days a week) and follow the instructions.

If you have special concerns regarding your service, please contact our Installation Manager.

If neither the Installation Specialist nor Installation Manager is able to assist you with your special concerns, you may contact our President or Vice President. They are very concerned about your satisfaction and will gladly take your calls.

Please do not leave voice mail messages for service or support directly on our personnel’s individual voice mailboxes. They very well may be out of the office and may not pick up voice mail for several days. Use the New-Customer Voice Mailbox, established especially for you, or call our Service Dispatch. These two methods allow us to make sure your call is expedited.

Each of our representatives carries a cell phone so we may be in constant communication with them. We are unable to release cell phone numbers to our customers. Our representatives serve many customers and to be fair to all customers, we want them to concentrate on the customer they are serving at the time.

If you are in need of service, please contact us at 918.294.1777, 24 hours a day and the next available representative will contact you.

Your Key Operator

The In-House Project Manager or Key Operator for your business is the most valuable member of the installation team. Just as our Installation Specialist will coordinate events on our end, yours will be responsible to do the same on your end. These managers are responsible for meeting their commitments on time. As you will see from the timeline, many tasks are sequential and cannot be started until the prior task has been completed and approved. Each task also has a defined completion time and a delay on one task causes delays in future tasks.

Other Vendors

We cannot be responsible for work that must be provided by other vendors. Services provided by electricians, gift card and credit card processors, internet providers, or other vendors can seriously impact our ability to meet your dates. If these vendors do not meet their schedules, are not available to complete their part of the installation or are uncooperative, we cannot meet the dates we have established. We encourage you to work closely with these vendors so that they are available and able to complete their work on time. Also, we cannot be responsible for their work. As an example, we have not included in your proposal the installation and configuration of your internet. These services should be provided by your internet provider. Time spent working with these vendors, or doing their work, will be billed against your Budgeted Time. If we need assistance in having the electrician properly complete his wiring, the electrical contractor will bill you directly for his time, if they feel their work falls outside their original contract with you. Our time spent with the electrician will be charged against the Budgeted Hours. (A problem we see, from time to time, is where the electrical contracting company executive knows and agrees to the requirements, but his on-site electrician takes expensive, unauthorized shortcuts because he personally feels the requirements are not necessary.)

Your Key Operator

The In-House Project Manager or Key Operator for your business is the most valuable member of the installation team. Just as our Installation Specialist will coordinate events on our end, yours will be responsible to do the same on your end. These managers are responsible for meeting their commitments on time. As you will see from the timeline, many tasks are sequential and cannot be started until the prior task has been completed and approved. Each task also has a defined completion time and a delay on one task causes delays in future tasks.

Other Vendors

We cannot be responsible for work that must be provided by other vendors. Services provided by electricians, gift card and credit card processors, internet providers, or other vendors can seriously impact our ability to meet your dates. If these vendors do not meet their schedules, are not available to complete their part of the installation or are uncooperative, we cannot meet the dates we have established. We encourage you to work closely with these vendors so that they are available and able to complete their work on time. Also, we cannot be responsible for their work. As an example, we have not included in your proposal the installation and configuration of your internet. These services should be provided by your internet provider. Time spent working with these vendors, or doing their work, will be billed against your Budgeted Time. If we need assistance in having the electrician properly complete his wiring, the electrical contractor will bill you directly for his time, if they feel their work falls outside their original contract with you. Our time spent with the electrician will be charged against the Budgeted Hours. (A problem we see, from time to time, is where the electrical contracting company executive knows and agrees to the requirements, but his on-site electrician takes expensive, unauthorized shortcuts because he personally feels the requirements are not necessary.)
Anthem staffs in meeting

Programming

We want to do the job right. Programming is an evolutionary process and it sometimes requires changes when opening day comes. For that reason, we have “Action Item Lists” and “Program Approvals”. Every effort will be made to have the program as complete as possible at the time of installation, but changes are inevitable. Changes that are necessary for successful system functionality will be made when discovered. Changes that are not “mission critical”, however, will be documented and made at a later date after we have completed “live support”. After servicing your first customers, we know you will desire additional changes. You should document these changes and submit them to the Installation Specialist. The changes will be made free of charge if submitted within the first 14 days following the physical installation and go live. Complete reprogramming of entire item files, menus, entirely new sections of item files or menus, scan files, new vendor lists, or major restructure of the database will consume the Budgeted Hours provided with your system and may incur additional charges. This can be avoided by conscientious review of the original programming to ensure that it includes all your needs. Spending some extra time yourself on the original program development will save you time (and money) by avoiding unnecessary changes later that will further consume your Budgeted Hours. It also helps ensure that you have a positive “Go Live” experience.

It takes time and hard work to get the programming just the way you want it. The closer we are to what you want in the early stages of the project, the less time we have to spend adjusting it later.

All programming time is part of the project and will be charged against your total Budgeted Hours.

Anthem staffs in meeting

Interfacing With Other Equipment

If our equipment, whether hardware or software, is to be interfaced to other equipment, we must be clear as to exactly what is to be done and who is expected to do the work. Sometimes it takes the efforts of both parties being on-site at the same time to properly implement the interface of a feature or function. Your help in coordinating appointments between ABS Staff other service providers may be necessary.

To protect your investment, we recommend that you always contact ABS before allowing anyone to connect any new equipment to or install software on your POS system. Your new POS system is designed to operate your various terminals as a business system. We strongly advise that you do not allow anyone to install any additional software of any type onto your POS system. Please contact ABS to discuss any new software you may wish to install onto your POS system. Certain software can cause conflicts with your POS system. Conflicting or improperly installed software can totally “crash” your POS system and cost thousands of dollars in recovery expense, and is NOT covered by your system warranty or budgeted hours.

Unless we were aware of the necessity for interface at the time the order was signed, the time for making any interface operational was not provided for in your Budget Hours.

Anthem staffs in meeting

Customer Supplied Computers & Other Equipment

Our customers sometimes prefer to provide their own equipment (e.g., PCs, office printers, routers, network systems, modems, etc.). We do not recommend this approach, as there are a great variety of types, styles, and versions of equipment. Additionally, compatibility between hardware components is a major issue. Oftentimes, it can be difficult to get all of the options and components (e.g., sound cards, modems, network cards, operating systems, older computers, etc.) working together. This requires a very delicate balance of computer resources and, in many cases, updated software is needed from multiple vendors. This can be a very time-consuming process and is NOT included in the original budget hours.

If it is your desire to have a computer to use for non-POS functions (i.e., internet access, spreadsheet preparation, bookkeeping, word processing, etc.), we recommend you purchase a separate computer for this purpose that is isolated from your POS system. The addition of any or all of these functions can interfere with the speed and functionality of your POS system and also greatly increase the possibility of software incompatibility and system failure.

Connecting your POS system to the internet can provide an opportunity to introduce an unwanted VIRUS, SPYWARE, and/or MALWARE into your POS system. Anti-Virus and Spyware software is essential, but it does not guarantee that all viruses will be caught. It is important to keep your anti-virus software updated with the manufacturers’ regular updates.

Anthem staffs in meeting

Customer Supplied Computers & Other Equipment

Our customers sometimes prefer to provide their own equipment (e.g., PCs, office printers, routers, network systems, modems, etc.). We do not recommend this approach, as there are a great variety of types, styles, and versions of equipment. Additionally, compatibility between hardware components is a major issue. Oftentimes, it can be difficult to get all of the options and components (e.g., sound cards, modems, network cards, operating systems, older computers, etc.) working together. This requires a very delicate balance of computer resources and, in many cases, updated software is needed from multiple vendors. This can be a very time-consuming process and is NOT included in the original budget hours.

If it is your desire to have a computer to use for non-POS functions (i.e., internet access, spreadsheet preparation, bookkeeping, word processing, etc.), we recommend you purchase a separate computer for this purpose that is isolated from your POS system. The addition of any or all of these functions can interfere with the speed and functionality of your POS system and also greatly increase the possibility of software incompatibility and system failure.

Connecting your POS system to the internet can provide an opportunity to introduce an unwanted VIRUS, SPYWARE, and/or MALWARE into your POS system. Anti-Virus and Spyware software is essential, but it does not guarantee that all viruses will be caught. It is important to keep your anti-virus software updated with the manufacturers’ regular updates.

Anthem staffs in meeting

Multiple Projects

Just as you often must manage several projects at once, so do we. It is our goal to be available to you whenever necessary; however, there may be times when your schedule and our schedule will not coincide. Together, we have established a timeline for your installation and ABS will schedule other projects around that timeline. If you need to reschedule an appointment or make a change to the timeline, we cannot guarantee our availability. When this happens, further project delays are inevitable. Should you encounter delays in construction or setup, your new target dates may not be available. Please let us know as soon as you know about any delays so we can try to reschedule.

Broken Appointments

If it becomes necessary for you to cancel or reschedule an appointment, we ask that you notify us as early in the process as possible. Appointments that are broken without adequate notice are costly in both time and money. We may have already spent time preparing for your appointment. That preparation will oftentimes have to be repeated for the new appointment. That preparation often includes setting up equipment, software programs, and conference rooms. On-site visits to finish network connections or to install network cabling may require scheduling two technicians to complete the job quickly. (In most cases ABS will install and terminate the network communication cabling.)  Additional trips because the site was not completely ready add to the cost and cause further delays.

Anthem staffs in meeting

Multiple Projects

Just as you often must manage several projects at once, so do we. It is our goal to be available to you whenever necessary; however, there may be times when your schedule and our schedule will not coincide. Together, we have established a timeline for your installation and ABS will schedule other projects around that timeline. If you need to reschedule an appointment or make a change to the timeline, we cannot guarantee our availability. When this happens, further project delays are inevitable. Should you encounter delays in construction or setup, your new target dates may not be available. Please let us know as soon as you know about any delays so we can try to reschedule.

Broken Appointments

If it becomes necessary for you to cancel or reschedule an appointment, we ask that you notify us as early in the process as possible. Appointments that are broken without adequate notice are costly in both time and money. We may have already spent time preparing for your appointment. That preparation will oftentimes have to be repeated for the new appointment. That preparation often includes setting up equipment, software programs, and conference rooms. On-site visits to finish network connections or to install network cabling may require scheduling two technicians to complete the job quickly. (In most cases ABS will install and terminate the network communication cabling.)  Additional trips because the site was not completely ready add to the cost and cause further delays.

New Construction

Most appointments get missed because you are dependent on someone else doing their job. This is very common with newly built facilities and remodeling. By notifying your other contractors of our schedule, you may be able help everyone meet the schedule, and control additional costs to you.

Anthem staffs in meeting

Last Vendor to Install

Our experience has shown that as the last vendor to install, we are often left with insufficient time to complete our work properly. As the last vendor, we sometimes get accused of causing the delay for “Going Live”. We appreciate you doing what you can to make the general contractor aware that other contractors need time to complete their work once they are finished. In other words, their last minute is not your last minute. You need to ensure that time for ABS to install your new POS system is included somewhere. Your “Live Date” is everyone’s goal; however, all providers should not be allowed that date as the final date to finish their work. Many activities (such as security, electrical and communication wiring, counters, stands, and telephones) must be completed before we can even begin. We will present our timeline for your approval and ask that you make sure we have the required time to do a quality installation for you.

New Construction

Most appointments get missed because you are dependent on someone else doing their job. This is very common with newly built facilities and remodeling. By notifying your other contractors of our schedule, you may be able help everyone meet the schedule, and control additional costs to you.

Anthem staffs in meeting

Last Vendor to Install

Our experience has shown that as the last vendor to install, we are often left with insufficient time to complete our work properly. As the last vendor, we sometimes get accused of causing the delay for “Going Live”. We appreciate you doing what you can to make the general contractor aware that other contractors need time to complete their work once they are finished. In other words, their last minute is not your last minute. You need to ensure that time for ABS to install your new POS system is included somewhere. Your “Live Date” is everyone’s goal; however, all providers should not be allowed that date as the final date to finish their work. Many activities (such as security, electrical and communication wiring, counters, stands, and telephones) must be completed before we can even begin. We will present our timeline for your approval and ask that you make sure we have the required time to do a quality installation for you.

Anthem staffs in meeting

Overtime Costs

Overtime costs can result from delays on your project. They fall into two categories:  1) Charges for overtime work on your project; and 2) Charges for overtime work on another customer’s project. If we are required to spend additional or unexpected time on your project to meet your deadline, we could be forced into working overtime on another customer’s project as a result. Overtime expenses will be charged to the project that caused the delays.

Your Budgeted Time Does not provide for overtime caused by delays on your project.

Needless to say, a well-managed project with no surprises saves you money. In new construction or remodeling, we are often the last contractor to deliver because our equipment cannot be in place during construction. Delays caused by other contractors will surely add to your costs with us. Again, we suggest you notify other contractors of our schedule.

Start On Time

We always strive to start on time. We need your help in getting your staff prepared to start at the specified time as well. We know you are bringing staff in for special meetings and training sessions and paying them extra. Please make it known that all meetings and training sessions will start on time.

Anthem staffs in meeting

Overtime Costs

Overtime costs can result from delays on your project. They fall into two categories:  1) Charges for overtime work on your project; and 2) Charges for overtime work on another customer’s project. If we are required to spend additional or unexpected time on your project to meet your deadline, we could be forced into working overtime on another customer’s project as a result. Overtime expenses will be charged to the project that caused the delays.

Your Budgeted Time Does not provide for overtime caused by delays on your project.

Needless to say, a well-managed project with no surprises saves you money. In new construction or remodeling, we are often the last contractor to deliver because our equipment cannot be in place during construction. Delays caused by other contractors will surely add to your costs with us. Again, we suggest you notify other contractors of our schedule.

Start On Time

We always strive to start on time. We need your help in getting your staff prepared to start at the specified time as well. We know you are bringing staff in for special meetings and training sessions and paying them extra. Please make it known that all meetings and training sessions will start on time.

Anthem staffs in meeting

Manager Training

We prefer to conduct the Managers’ Training at our office. This provides you with the best atmosphere for training. Experience has shown that it is extremely difficult to effectively train managers on-site, at your location, due to regular interruptions. Eliminating the interruptions helps shorten the amount of time required to complete the training – and conserves your Budgeted Hours. Additionally, if managers are coming in and out of the training session, there are key points that they will miss. Incomplete training severely reduces your managers’ ability to get the best performance out of your new system. If you prefer us to train management at your site, please arrange their schedules so they may participate fully in the training sessions with no interruptions. Further, when training is conducted at our office, only the time actually spent training is applied to your budgeted hours. If training is conducted at your site, you will also be charged for time required to travel to your site and equipment setup and any time waiting for staff to return to training. This will be charged against your budgeted time. (Minimum travel charge is one-half hour.)

Anthem staffs on-call

Interruptions

In order to keep meetings and training sessions on schedule, please try to avoid interruptions and distractions. We understand that it is difficult to dedicate yourself strictly to your new POS system when you must also manage your staff at the same time, and with a little organization and discipline from you and your staff, the time we spend together will be quality time. We encourage everyone on your team (Managers and Key Operator, etc.) to learn as much as they can about the equipment you have purchased. After all, the ultimate goal is for you to be self-sufficient.

Follow Up Support & Training

We are always here to help our customers before, during, and after the sale and installation. Please do not hesitate to ask us questions. Do not leave anything that is unclear to be worked out later. By keeping us “in the know” throughout the installation process, we will be able to better program your equipment to make some future alterations easier to implement. Your Installation Specialist and/or Key Operator will make an important contribution to the initial installation and on-going support of your new POS equipment and software. With their participation, and that of your staff, this equipment and software can become a high-performance system that will meet your needs for many years to come. A well-trained and knowledgeable staff makes what we sell an actual “system”. While initial training of owners and managers is very important, it is critical to offer additional professional training to future employees. If we have had quality time to train your management team, they should be capable of training new employees. If you prefer ABS to train new employees after the installation, we would be pleased to provide you with a price quote.

Power Requirments & Communication Cabling

This section explains the importance of having reliable power and communication cabling in order to meet the requirements needed to operate your equipment properly. Additionally, it provides the specifications and a sign off form that must be given to your electrician before he or she begins work. We must have the form completed, signed by your electrician, and returned to us.

The riser diagram is a drawing of the layout of your site. It shows the equipment placement, cable runs, and any other information needed to complete cable termination at your site. A copy of your riser diagram will be given to you once we complete our work.

AC Power

Anthem Business Solutions does not provide any electrical work. All Electrical work must be performed by a licensed electrician and conform to all applicable codes. ABS recommendations are not intended to replace, change, modify or alter in any manner any Federal, State, County, or City electrical codes.

One of the most important factors in site preparation is AC electrical power wiring and proper grounding. Sure, we can get you all the supplemental power protection (surge suppressors, etc.) you want and need, but why not take the first step in protecting your investment by installing the AC power properly at the start?  Our experience has shown that when the manufacturer’s specifications are followed exactly, and AC power is connected in such a way that both the supplied power and grounding circuits are as “clean” as possible, long-term reliability improves considerably.

One fact seems clear, a properly planned and installed grounding system is required for most corrective measures to work effectively. With a good grounding system, most problems never appear in the first place. The cost to properly wire a site is no higher than the cost to do it wrong. Power problems can result in anything from a minor occasional annoyance to a catastrophic failure of your system. Poor power can actually shorten the life of your hardware.

Since we want to make your installation successful, we encourage you to follow all of the manufacturer’s specifications and direct your electrician to follow them. We will provide you with a copy of the manufacturer’s electrical site specifications. This information must be given to your electrician as soon as possible. If you wish we will be happy to meet with your electrician for you. By following the manufacturer’s electrical specifications, you will be rewarded with long-term reliability and safety.

Any time your equipment stops working, for any reason, you and your customers are affected by the breakdown. When our service department receives a call about a breakdown, the call is full of panic, fear, and urgency. We hope that you never have to make a call like that to us. We would rather receive a call requesting changes, upgrades, or additional training, as you expand your successful business.

Experience has taught us installing the correct power will help provide years of trouble-free operation from your new system. PLEASE DO POWER RIGHT. A copy of the AC power requirements can be found in the forms section of this Guide.

Communication Cabling

ABS normally installs and terminates communication wiring for your POS system. We have, potentially, included in your proposal an estimated cost to install and terminate your POS communication wiring. Please see your proposal to confirm communications cabling has been included in your proposal. If new construction, we need to pull your cable before sheetrock is installed. Cabling costs may change based on changes you make or unforeseen obstacles in your building which may add difficultly to the cabling installation and may increase your costs.

Site Inspection

ABS may perform at least two site inspections at your location. The purpose of these inspections are to review anticipated equipment locations, electrical and communication requirements, and any special work that may be required such as ceiling brackets, counters, etc.

First Inspection

This inspection is to define all the equipment locations and all of the necessary furniture, electrical, communication, carpenter work, and other logistical issues. A riser diagram will be developed as a result of this visit. The Program survey is usually combined with this visit in the interest of saving you time.

Second Inspection

This inspection is to verify that all necessary site preparation is complete according to specifications and ready for the installation of your POS System Equipment and that all items meet the expectations of the original surveys and riser diagrams and power specifications.

If all electrical work is complete, ABS will perform our electrical reliability check and may temporarily install an electronic monitoring device on your POS electrical circuit to monitor for any electrical anomalies. The results of this testing may help us identify problem areas with the electrical wiring but is not an endorsement of the quality of the electrical wiring or power. These are only readings taken at a specific point in time.

Equipment Staging

Unless specifically designated otherwise, all hardware and software will be fully staged, programmed, and quality checked at ABS facilities. All program development will take place at ABS. The developed program will be installed in the hardware and a complete operational check will be made prior to delivery to your site. While the equipment is still at ABS, it is a good time to decide if you would prefer to have training at our location.
Anthem staffs explaining products
Anthem staffs explaining products

Equipment Staging

Unless specifically designated otherwise, all hardware and software will be fully staged, programmed, and quality checked at ABS facilities. All program development will take place at ABS. The developed program will be installed in the hardware and a complete operational check will be made prior to delivery to your site. While the equipment is still at ABS, it is a good time to decide if you would prefer to have training at our location.

Delivery & Installation

All equipment will be delivered to your location on the pre-determined date. Installation normally begins immediately upon delivery. Physical installation can take several hours even with multiple installers working on-site. Once the system installation is complete and we test system operations, it will be available for additional on-site training, if needed. All delivery and installation activities are part of your budgeted time and will reduce available time left.

Anthem staffs in meeting

Live Support

ABS will send at least one member of our support team to your site to provide support to your staff during the initial stages of use. This support generally consists of being on-site from opening to closing on the first day, and critical time coverage (i.e., grand opening, lunch or dinner) for additional days. More time can be used if your Budgeted Hours permit. All live support activities are part of your budgeted time and will reduce available time left.

Delivery & Installation

All equipment will be delivered to your location on the pre-determined date. Installation normally begins immediately upon delivery. Physical installation can take several hours even with multiple installers working on-site. Once the system installation is complete and we test system operations, it will be available for additional on-site training, if needed. All delivery and installation activities are part of your budgeted time and will reduce available time left.

Anthem staffs in meeting

Live Support

ABS will send at least one member of our support team to your site to provide support to your staff during the initial stages of use. This support generally consists of being on-site from opening to closing on the first day, and critical time coverage (i.e., grand opening, lunch or dinner) for additional days. More time can be used if your Budgeted Hours permit. All live support activities are part of your budgeted time and will reduce available time left.

Anthem staffs in meeting

After the Installation

After the installation, training, and live support are complete, we will leave the site. Before we go, your Installation Specialist will meet with you or your designate to ensure all work is completed and that you are comfortable with the system. At this time, we will finalize all necessary paperwork (i.e., sign-off sheets, acceptance forms, etc.). We will also review the Budgeted Hours’ time summary during this meeting. You will be advised of any remaining time still available. You may use any remaining time for future programming or training. 

Remember that although we will leave the site, we are only a phone call away. If you find that you have any questions or need support, please use your New-Customer Voice Mailbox.

We may contact you for several days (from the final date of installation) to insure everything is working properly. Please keep a written log of any changes you may require, or program changes you may want. You may phone or email any additional changes directly to us. To stay within your Budgeted Hours, we recommend consolidating any desired changes over a period of time so we may complete them at one time. It has considerably less impact on your budgeted hours if we can combine several program requests and work on them during one on-site visit or during one remote programming session. Remember to submit any necessary changes within 14 days so they can be made at no additional charge to you, even if you have no budgeted time remaining. (Again, these are minor changes and does not include a substantial rewrite or additions to the database. If you have changed your scan file, menu, added completely new sections of the database, new vendor items, or have other changes that require us to rewrite the database, there will be an additional charge. Therefore, it is extremely important that we work together on the initial program survey in an effort to minimize future changes or rewrites.)

Fourteen days after the installation and go live, your New-Customer Voice Mailbox will be deactivated. After this occurs, you should place all requests for hardware, software, operator assistance, or consumables (paper, ribbons, etc.) with our Service Dispatch.

Your equipment will be covered by the appropriate Service Agreement for a period of 1 Year, which will provide “No Charge” parts, labor, travel and telephone support for ABS-supplied hardware and software that need attention as a result of malfunction, failure, or non-performance. Services that are not covered under the standard Service Agreement include (but are not limited to): 

  • Service after 5 PM on weekdays
  • Service on Sundays and Holidays
  • Repair of non ABS provided hardware
  • Installation of non ABS provided software
  • Changes, modifications, or rewriting of original ABS provided software and databases
  • Upgrade labor associated with upgrading versions of the software
  • Extensive Phone Support
  • Training of new personnel

Thank you for choosing equipment provided by Anthem Business Solutions. We hope your experience with your new equipment will be a profitable one and provide you payback many times over the purchase price.

Service: What Are Your Options?

This section explains the various options you have for service, the procedures for placing service calls, and an explanation of your new installation warranty.

You may be asking yourself why we are bringing up service options for brand-new equipment. Prior to installation, we inspect each piece of equipment to ensure it meets our quality control standards; however, from time to time all equipment requires maintenance and servicing. We would like to take this opportunity to explain your different options for service.

Warranty

Your hardware is currently covered by a prepaid service agreement of 1 Year. The Service Agreement coverage provides parts, labor, travel, and telephone support at “No Additional Charge” during our normal business hours, Monday – Saturday from 8:00 A.M. – 5:00 P.M.

Service provided during the warranty period, after 5 P.M. weekdays or on Sundays and holidays, are provided at a reduced rate. Parts are included at all times during the first year. The warranty expires one (1) year after installation at your site. After the expiration of your warranty, you have several options available:

  1. Receiving service on a “Time and Materials” basis according to the current ABS rate plan.
  2. Receiving service through a service plan. (See Options for Service Maintenance Plan Coverage, below)
  3. Help Desk phone support at current ABS rates or, with prepaid support time, at reduced rates.
  4. Depot Service for Hardware repair.

Options for Service Maintenance Plan coverage:

  1. Standard Coverage – Monday through Saturday, 8:00 A.M. to 5:00 P.M.
  2. Custom Service Plan

It is best to place your equipment under a Service Maintenance Plan before coverage expires. This ensures that there will be no lapse in coverage for your equipment. Once the first year expires, we must inspect your equipment to be sure it is working properly. Cost for this inspection will be at our normal service rates.

Anthem staffs in meeting

Service Call Procedures

918.294.1777

Before you call the ABS Service Dispatch line, please have the following information ready:

  1. Is this a critical call or would service the next day be acceptable?
  2. The name and location of the equipment that needs service. (i.e., printer, workstation, server, located in the bar, tag printer, firewall, etc.)
  3. A detailed description of the problem. (e.g., “Printer is printing in compressed print.”)  Be as descriptive as possible. Does it make a noise?  Is there an error message displayed?  If so, what is the message?  What were you doing when the problem occurred?
  4. Your name or the name of the Key Operator on Duty that we should contact and your return phone number.
Anthem staffs in meeting

Service Call Procedures

918.294.1777

Before you call the ABS Service Dispatch line, please have the following information ready:

  1. Is this a critical call or would service the next day be acceptable?
  2. The name and location of the equipment that needs service. (i.e., printer, workstation, server, located in the bar, tag printer, firewall, etc.)
  3. A detailed description of the problem. (e.g., “Printer is printing in compressed print.”)  Be as descriptive as possible. Does it make a noise?  Is there an error message displayed?  If so, what is the message?  What were you doing when the problem occurred?
  4. Your name or the name of the Key Operator on Duty that we should contact and your return phone number.
Anthem Business Solutions' Reception Area

Standard Service Hours

Monday – Saturday, 8:00 A.M. to 5:00 P.M.

SERVICE CALL PROCEDURES

In order to provide you with the best possible service, we have written procedures to follow when placing service calls. When calls are placed using these procedures, it minimizes confusion and ensures you receive a more timely response. It may seem simple and redundant, but here are a few reasons why it is important to place service calls correctly:

  1. If you supply the correct Identification # (i.e., kitchen printer or bar workstation) we will know which piece of equipment is having a problem. This also ensures that our service technician knows what needs to be fixed when they arrive, in the event the person who placed the service call is not available.
  2. Once we know the type of equipment, we need to know the symptoms you are experiencing. If we are given correct information, our technician can have the parts needed to repair your equipment when they arrive. This results in a quicker repair.
  3. When placing After Hours service calls, we are able to respond much faster if we have basic information such as your name, your company and your phone number with area code, plus items # 1 and # 2, above. Without this information, our after-hours service technicians will not be able to respond to your call.
  4. If you leave a personal message for a programmer or service technician in their voice mailbox, there is no formal record of your call. If you call Service Dispatch, the dispatcher will call the appropriate programmer or service technician for you and record the call in the dispatch system. This will save you time if the person you called is in training sessions or out-of-the office and not checking voice mail.

Once again, these procedures are not designed to restrict you, but to assist you. We want to service you promptly and efficiently. Our experience has shown that this system works.

Anthem Business Solutions' Reception Area

Standard Service Hours

Monday – Saturday, 8:00 A.M. to 5:00 P.M.

SERVICE CALL PROCEDURES

In order to provide you with the best possible service, we have written procedures to follow when placing service calls. When calls are placed using these procedures, it minimizes confusion and ensures you receive a more timely response. It may seem simple and redundant, but here are a few reasons why it is important to place service calls correctly:

  1. If you supply the correct Identification # (i.e., kitchen printer or bar workstation) we will know which piece of equipment is having a problem. This also ensures that our service technician knows what needs to be fixed when they arrive, in the event the person who placed the service call is not available.
  2. Once we know the type of equipment, we need to know the symptoms you are experiencing. If we are given correct information, our technician can have the parts needed to repair your equipment when they arrive. This results in a quicker repair.
  3. When placing After Hours service calls, we are able to respond much faster if we have basic information such as your name, your company and your phone number with area code, plus items # 1 and # 2, above. Without this information, our after-hours service technicians will not be able to respond to your call.
  4. If you leave a personal message for a programmer or service technician in their voice mailbox, there is no formal record of your call. If you call Service Dispatch, the dispatcher will call the appropriate programmer or service technician for you and record the call in the dispatch system. This will save you time if the person you called is in training sessions or out-of-the office and not checking voice mail.

Once again, these procedures are not designed to restrict you, but to assist you. We want to service you promptly and efficiently. Our experience has shown that this system works.

Anthem Business Solutions Client Call at Night

After Hours Service

After 5:00 P.M. Weekdays, Anytime Sundays and Holidays

AFTER HOURS SERVICE CALL PROCEDURES

When you place a service call after our normal business hours, the call will automatically be answered by our automated voice mail system. You will be provided with two choices:

  1. Emergency Service = Technician needed as soon as possible. After Hours charges may apply.
  2. Next Day Service = A technician will return the call the next business day.

This system is designed to contact the Emergency Response Technician on duty. They will return your call for Emergency Service within one-half hour. Please Note:  Calls left in the “Next Day” voice mailbox will not be returned until next business day.

When furnishing the following information on the voice mail system, please speak clearly and slowly:

  1. Your name
  2. Your company name
  3. Your telephone number (with area code).
  4. Equipment name and location with a detailed description of the problem. (For example, “The printer on the bar is printing compressed print” or “bar code printer is not printing on the tags”)

NOTE:  After Hours Service technicians work in the field and may not have access to your client-specific information on file in our office. Therefore, it is essential that you are as thorough and complete as possible when leaving your message. We want to provide you with the best possible service, but we cannot call you back if we can’t understand your message.

Anthem Business Solutions Client Call at Night

After Hours Service

After 5:00 P.M. Weekdays, Anytime Sundays and Holidays

AFTER HOURS SERVICE CALL PROCEDURES

When you place a service call after our normal business hours, the call will automatically be answered by our automated voice mail system. You will be provided with two choices:

  1. Emergency Service = Technician needed as soon as possible. After Hours charges may apply.
  2. Next Day Service = A technician will return the call the next business day.

This system is designed to contact the Emergency Response Technician on duty. They will return your call for Emergency Service within one-half hour. Please Note:  Calls left in the “Next Day” voice mailbox will not be returned until next business day.

When furnishing the following information on the voice mail system, please speak clearly and slowly:

  1. Your name
  2. Your company name
  3. Your telephone number (with area code).
  4. Equipment name and location with a detailed description of the problem. (For example, “The printer on the bar is printing compressed print” or “bar code printer is not printing on the tags”)

NOTE:  After Hours Service technicians work in the field and may not have access to your client-specific information on file in our office. Therefore, it is essential that you are as thorough and complete as possible when leaving your message. We want to provide you with the best possible service, but we cannot call you back if we can’t understand your message.

AC Power Requirements

Your new POINT OF SALE SYSTEM is based on highly sophisticated hardware components that are designed to provide efficient and trouble-free operation.

Proper installation of the AC power and grounding system in accordance with the requirements contained in the following documentation is essential to minimize the possibility of interference and will enhance the performance and reliability of the hardware.

This documentation provides 3 methods for achieving the most cost effective and viable solution to the AC power requirements for your POINT OF SALE SYSTEM.

Please contact our service department if you have any questions or concerns.

There are 3 approved methods for supplying AC power to the system.

 

Preferred AC Power System: Method 1

To ensure that electrical noise produced by other equipment does not create interference for the system hardware, all power conductors and equipment grounding conductors must be isolated from other power circuits in the facility. To accomplish this, the preferred method of providing power is the installation of a power distribution panel intended for the sole use of the system hardware.

This dedicated power panel shall not be used to supply other electrical loads in the facility. The panel will be supplied by a feeder run directly from the main or source panel for the facility.

See Figure 1 for an illustration of this type of installation. All branch circuits shall include a separate neutral (ground conductor) and equipment grounding conductor unless otherwise indicated.

Notes on the Preferred AC Power System:

  • Figure 1 does not supplant national, state, county, or local electrical codes.
  • Each Branch Circuit shall be installed in a dedicated ferrous metal conduit and have a separate neutral and ground conductors. Aluminum conduit is not acceptable.
  • If the length of a branch circuit exceeds 100 feet, increase all conductors (including ground) one wire size for each additional 100 feet of length.
  • The neutral conductor from the main or source panel to the dedicated panel is two sizes larger than the phase conductors. The larger wire sized is necessary to accommodate the third harmonic current caused by the switching power supplies in the PC Workstations, and to minimize the possibility of common mode noise occurring on the power distribution circuits.
  • All power distribution circuits shall be installed in a dedicated ferrous metal conduit that contains only the supply and ground conductors. Data communication cables shall be installed in separate ferrous metallic conduits.
  • All AC Power Receptacles shall be the isolating ground type and shall be installed accordance with the specifications contained in Table 1.
  • The AC Power cords of each device shall be installed in accordance with the specifications. (Available from service manager)
  • Approved Uninterruptible Power Supplies (UPS) are required for each System Server.

Despite the proper installation of the Preferred AC Power System, it is possible that power problems could be generated by the power company or by other equipment in the building. Should this occur, approved Power Conditioners or some other corrective measures may be required.

Figure 1: Preferred AC Power System Panel Wiring

Figure 1: Preferred AC Power System Panel Wiring

Alternate AC Power System: Method 2

Where the size of a POS System in a small facility does not justify the installation of a dedicated power panel, an alternate method may be employed. Figure 2 illustrates this alternate method of providing AC power to the POS equipment.

Notes on the Alternate AC Power System:

  • Figure 2 does not supplant national, state, county, or local electrical codes.
  • This method will provide power for all devices directly from the MAIN or SOURCE power panel. When using this method, it is imperative that no system component be supplied from any power panel other than the main or source panel.
  • All System hardware and system server(s) shall be supplied with circuits run directly from the main panel. A table at the end of this chapter lists the power requirements for each device and server.
  • Each branch circuit shall be installed in a dedicated ferrous metal conduit and shall include a full sized (same as supply conductors) insulated equipment grounding conductor installed in the same conduit. Aluminum conduit is not an acceptable alternative to ferrous metal. The isolated grounding conductors are to be terminated directly at the ground bus in the main or source panel. No grounding conductors shall be terminated anywhere except at the main panel ground bus.
  • All AC Power Receptacles shall be the isolating ground type and shall be installed accordance with the specifications contained in Table 1.
  • The AC Power cords of each device shall be installed in accordance with the specifications. (Available from service manager)
  • Approved Uninterruptible Power Supplies (UPS) are required for each Server.

Despite the proper installation of the Alternate AC Power System, it is possible that power problems could be generated by the power company or by equipment in the building. Should this occur, approved Power Conditioners or some other corrective action may be required.

Figure 2: Alternate AC Power System Panel Wiring

Figure 2: Alternate AC Power System Panel Wiring

Isolation Transformers: Method 3

Where installing or upgrading existing wiring proves to be cost prohibitive, isolation transformers provide the 3rd method of proper electrical wiring. Isolation transformers can be installed on properly grounded outlets and the isolation transformer will provide the dedicated and clean power required for maximum life of your POS system. Pricing for isolation transformers can be obtained by contacting your account executive or they may be included on your system proposal as options.

AC Power System Grounding – For all Methods

Power Panel Grounding

An insulated equipment grounding conductor (sized the same as the supply conductors) shall be installed in the same conduit as the supply conductors from the main or source panel to the dedicated POS equipment panel. This equipment grounding conductor is to be terminated on the ground bus in the main panel. At the POS equipment panel, install a ground bus that is electrically isolated from the panel frame and terminate the feeder equipment grounding conductor on this bus bar. The metallic feeder conduit will be used as the equipment grounding system for grounding the AC power panel frame, metallic conduit system and metallic junction boxes.

Branch Circuit Grounding

Each branch circuit from the dedicated power panel to the system device receptacles shall include a full size (same as supply conductors) insulated equipment grounding conductor installed in the same conduit as the supply conductors. The conduit must be dedicated to equipment. This isolated grounding conductor shall be terminated on the isolated ground bus bar in the panel and on the equipment grounding terminal of a NEMA IG5-15 isolated grounding type receptacle.

AC Power Receptacles Grounding

In order to maintain isolation of the equipment grounding conductor from the conduit system, an isolated ground receptacle must be used. This type of receptacle (usually identified by an orange face) provides an insulating barrier between the equipment grounding terminal and the receptacle mounting strap. All branch circuits from the power panel, for the Preferred and Alternate method, must be terminated with isolated ground receptacles. Isolation Transformer methods do not require isolated ground receptacles. Standard receptacles bond the equipment grounding terminal (green screw) to the receptacle mounting strap and metallic conduit when the receptacle is mounted to the box. This defeats the purpose of the isolated grounding system. No equipment bonding jumper is to be installed from the receptacle grounding terminal to the outlet box.

NOTE: NEC Article 250-74, Exception 4 permits installation of the isolated ground receptacles and isolated equipment grounding conductors specified in this section.

If a duplex receptacle is installed and only one socket is to be used, the unused socket should be disconnected. This is to prevent the temptation of using the outlet for equipment that may produce extraneous ground currents (e.g., floor buffers, blenders, vacuum cleaners, etc.). The correct isolated ground receptacle types are listed below.

Anthem Business Solutions has your back

 

Our local, highly knowledgeable staffs are dedicated to helping you find the perfect POS for your business. We are with you at installation through any troubleshooting, repairs and services you need.

Contact us 24/7 365. We provide remote and on-site support to conveniently meet your schedule, keep your business open, and get you the most out of your solution.

Call our POS experts today. They are ready to help you.

 

Call us today at 918.294.1777