SUPPORT FOR TSC BARCODE PRINTER
Effective immediately, support for barcode issues for clients using TSC as barcode printer brand will no longer be supported by Nelsoft Systems, Inc.

CLIENTS WITH STOPPED SUPPORT
Due to the unsettled maintenance fee and/or failure to avail maintenance in Nelsoft, the following clients will no longer be supported until further notice; Bostanten, Haobao, Joan Tan, Youdu and Michaela except those branches with Accreditation Report.

CHECKING OF CUSTOMIZATION INQUIRY AND SPREADSHEET
All Help Desk personnel, Support Developers and CS Team should have an access to Customization Spreadsheet to always check all pending and accomplished customization requests. If Help Desk representative received any inquiry about customization, they should first check the sheet prior to approaching the Customization Team Head or any of the CS team members to have full knowledge if the inquiry is an existing one.

PARTICIPATION OF MARVIC GONZALES AND CHRISTIAN BELONIO IN CUSTOMIZATION TEAM
Afar from what has planned before about assigning of point person in CS Team which was Marvic Gonzales, he will now be part of the Help Desk Team again. There will be no more specific Helpdesk personnel for Customization team. Hence, Christian and Marvic will still attend meetings together with the customization team to keep the Helpdesk Team updated to all customization issues. They are expected to reiterate the minutes of meeting with the other Helpdesk personnel.
DISTRIBUTION OF CUSTOMIZATION RELATED CALLS AND INQUIRIES TO ALL HELPDESK PERSONNEL
All members of the Helpdesk Team are now expected to take calls regarding system customization. Upon receiving the call, they should be able to get the maximum details of the request. They can also check the subject software if there are some system feature(s) that has the same function with the client’s request. If client pushed through, then it shall be reported through Mantis with utmost and as specific details as possible and assign it to CS Team Head.

TRAINING OF HELPDESK TEAM ABOUT CUSTOMIZATION MATTERS
All members of the Helpdesk Team will undergo a training on step-by-step information gathering of customization requests. This is to avoid lacking of details to be included in the Mantis tickets assigned to CS Team. Further details regarding this matter shall be announced once necessary materials are already prepared.

HANDLING OF CUSTOMIZATION TEAM MOBILE PHONE
The mobile phone of Customization Team is now handled and under the accountability of Benjolynne Sia. All calls, messages either SMS or thru WeChat shall now be answered by her given that they are all customization related inquiries and/or reports. Otherwise, it shall be reported first to Helpdesk Team for issuance of Mantis ticket.

APPROVAL FOR CHANGING OF VALUES IN POS SETTINGS
Changing of complex values within settings.txt shall undergo an approval before applying the changes. This is to avoid discrepancy on client’s data most specifically on sales detail the client is submitting to Bureau of Internal Revenue. Below are the list of settings that should not be modified without approval:

• Isvat
• posddisableswitch
• posdautoxz
• posdautoswitch
• xzdesign_unite
• posdreceiptautoswitch

ALL NEW CLIENTS/SERVERS/BRANCH FOR CHINESE CLIENTS WILL NOW BE HANDLED BY OUR CHINESE SALES PERSONNEL.

Calls received regarding this type of concern should be taken and noted of, but it will not be handled by the help desk department. After the client has given the order/request, inform the client that our salesman will contact them to confirm the order. The concerned help desk’s next step is to inform their supervisor, Yenyen, or Hazel of the order. They will in turn contact Sir Nelson regarding the request. The department will follow the current practices regarding the orders for consumables, tech schedules, and other services not included in the list.

NO FULL SYSTEM TRAINING WILL BE DONE OVER THE PHONE.

Clients who are requesting for this or are being suspected of asking which seem like a re-training already should be informed politely that we do not offer such services over the phone. There are two options which can be recommended to them, one is to visit us here at the office so that we can provide them free full system training. Second option is for us to schedule a technician to visit them with corresponding charge depending on their location.

THIRD-PARTY SOFTWARE PRODUCTS ARE NOT SUPPORTED BY NELSOFT.

Other third-party apps that are not part of the system or not authorized by Nelsoft, even if installed by our technicians, will not be supported. If the client insists on it, the tech is authorized to install the necessary apps preferred by the client, but it should be emphasized that those will not be supported in the future.

RE-HOST CHARGE WILL BE VOIDED IF THE CLIENT IS GOING TO BUY SERVER FROM NELSOFT CONSIDERED THAT THE CLIENT IS PAYING MAINTENANCE FEE.

Clients upgrading their servers would need Nelsoft to re-host the back office and database to hardware. The client will no longer be charged of the re-host fee given that they are the maintenance fee and that the new hardware is purchased from Nelsoft. Should there be any need of reviewing various cases/conditions regarding this matter, a sheet name “Re-host” is added on Nelsoft’s shared Google sheet “Nelsoft List of Charges” to accommodate various instances to decide if the client is to be charged or not. Any ambiguous conditions not exactly covered in the sheet should be informed to the department supervisors for clarification.