Maintenance Issues

Issue: Unable to accept credit cards inside or outside

​Resolution: First, submit a Verisae ticket.  A technician will contact the store and attempt to troubleshoot the problem.  If they are unable to correct the problem, they will instruct you to call the BP/Shell/Sunoco Help Desk.  Notify your DM (AOM).



Issue: Registers (or related equipment ex. Commander) issues

​Resolution: First, submit a Verisae ticket.  A technician will contact the store and attempt to troubleshoot the problem.  If they are unable to correct the problem, they will instruct you to call the Verifone Help Desk.  Notify your DM (AOM).



Issue: Telecheck, Money Order, Fuelman, Fleetone, etc. issues

​Resolution: First, submit a Verisae ticket.  A technician will contact the store and attempt to troubleshoot the problem.  If they are unable to correct the problem, they will instruct you to call the Telecheck/Western Union/ Fuelman/FleetOne Help Desk.  Notify your DM (AOM).



Issue: Half or more of the fueling positions unavailable regardless of the grade, or diesel (if your store sells)
unavailable


​Resolution: First, submit a Verisae ticket (P1 Priority).  A technician will contact the store and attempt to troubleshoot the problem.  If they are unable to correct the problem, they will dispatch a technician.  Notify your DM (AOM).


​Issue: Dispensers "red tagged" by State Inspectors

​Resolution: Submit a Verisae ticket (P1 Priority).  Send an email to the environmental mailbox.  Notify your DM (AOM).



​Issue: Restrooms
                   Toilets/Urinal Not Flushing
                   Lights not working
                   No water from sink faucet


​Resolution: Submit a Verisae ticket.  Notify your DM (AOM). 




​Issue: Heating, Ventalation, and Cooling
                   Inside store temperature is above 80 degrees
                   Inside store temperature is below 60 degrees
                   Walk-In Cooler Temperature is above 45 degrees


​Resolution: Submit a Verisae ticket.  Notify your DM (AOM).



​Issue: Water Leak (roof, water line, car wash or drain)

​Resolution: For minor leaks, submit a Verisae ticket (see chart below for priority).  For major leaks, submit a Verisae ticket (P1 Priority).  Notify your DM (AOM).




​Issue: Property Damage

​Resolution: For minor property damage, submit a Verisae ticket, submit an  incident report, and notify your DM (AOM).  For major property damage (anything that poses an immediate threat to customer or employee safety), submit a Verisae ticket (P1 priority), submit an incident report, and notify your DM (AOM).



​Issue: Ice Merchandiser (ice melting)

Resolution: Submit a Verisae ticket.  Notify your DM (AOM).



Issue: LED Price Sign Not Illuminated (or malfunctioning)

Resolution: Submit a Verisae ticket.  Notify your DM (AOM).



Issue: Any issue that poses an Imminent Threat to Customer, Vendor, or Employee Safety

​Resolution: Submit a Verisae ticket (P1 Priority).  Notify your DM (AOM).   



Issue: Doors that will not Open, Close, or Lock

Resolution: Submit a Verisae ticket.  Notify your DM (AOM).   

Verisae Priority Levels


Emergency P1 Priority

1. A complete loss of revenue generating equipment.
2. Anything that could harm employees, vendors, or customers.
3. Other items identified by the company as HIGH PRIORITY

Examples of P1 Emergencies are:
1. 25% or more of your pumps are completely down.
2. Beverage equipment is completely down.
3. Credit and debit are completely down.

Examples of when not to use P1 include:
1. You submitted a P3 over two weeks ago and no one has responded.
2. You are experiencing HRNext or PeopleMatter login issues.

If you are in doubt then submit the ticket as an emergency--It is better to be safe than sorry.
Otherwise, do not change the priority from its default level (P3)


It is important to understand that a P1 (Priority 1) is as a high a priority as possible.  Anytime you log a ticket as a P1, the system will literally get someone out of bed during off hours or drop what they're doing to investigate the problem.  In most instances, leave the priority default.  If you do have to raise the priority level, use the above guidelines.



Priority Level                                            Accept Work Order                                          Respond On-Site

P1: 4 Hour                                                  1 Hour                                                                       4 Hours

P2: 24 Hours                                             1 Hour                                                                       24 Hours

P3: 72 Hours                                             8 Hours                                                                     72 Hours

P4: 2 Weeks                                              3 Days                                                                        2 Weeks

P5: 30 Days                                               4 Days                                                                        30 Days