How to do Telus Corporate Proactive Monitoring

Step 1: Remote Troubleshooting

Always attempt to fix the issue remotely first. Your troubleshooting method depends on the hardware type:

• ESlide Media Player: Attempt to remote in using Connectwise.
• Samsung SOC: Attempt to bring the device back online using MDC.
• Samsung SSN Series (SBB Box): Attempt to bring the device back online using MDC.

Step 2: Store Outreach

If the initial remote troubleshooting is unsuccessful, you must reach out to the store directly.

• Email & Call the store location and guide the on-site staff through basic manual troubleshooting steps.

Step 3: Technician Dispatch (Netx Team)

If the store staff is unable to resolve the issue, or if the necessary troubleshooting is out of their scope, you need to dispatch a technician.

• Action: Send an email to the Netx team requesting a technician dispatch.
• To: service@netx.ca
• CC: Andrea.ostler@netx.ca

Important Note for Technician Visits: Whenever a technician is dispatched, explicitly request that they check all devices experiencing issues at that location, not just the one that triggered the ticket.

Step 4: Hardware Replacement (Property Management)

If the Netx technician visits the store and determines that the hardware itself (e.g., the SOC TV or the screen) is faulty and requires replacement, the Property Management team must be involved.

• Action: Contact Property Management to dispatch new hardware to the site.
• Email: cs-property.management@telus.com

Communication Rule: If a hardware replacement is required, you must keep all parties aligned. Ensure the Store Manager, the Netx Team, and Property Management are all included on a single email thread moving forward.

Note: Treat the ticket as Urgent priority if the affected device is a Leaseline display (facing outside) or if it shows pricing information.