Integration Issues

SLA: (First Touch: 2 working days, Solving: As per issue nature & impact) 

If a Client or a Foodics partner reports an issue with an integration (Personal or Marketplace), Support Agent should collect the following information:

1. Partner’s Application Name and type (Is the app Personal or Marketplace).

2. Client’s Foodics Account Number.

3. Clear Description of the Issue, with screenshots/videos if possible. 

Support Agent should read and understand the issue to be able to identify the cause of the issue:

• If the issue is caused by the integration: Assign directly to the IT/Integration Support Escalations Team. Examples of integration caused issues:

  1. Unauthorized responses/Too many attempts from Foodics API.

  2. Online paid orders are showing as unpaid in Foodics.

  3. Pricing mismatches between Foodics and integrated platforms.

  4. API validation errors (any embedded code snippets /token).

• If the issue is not directly caused by the integration but within the Foodics family suite: Attempt to solve the issue.
  If unsuccessful, assign to the IT/Integration Support Escalations Team. Example or integration issues not caused by the integration:

• 1. In an Online Ordering integration, the client is receiving orders in his Foodics console, but the order is not being reflected in the Foodics Cashier Application. This issue could be caused by one of the following:

     • Settings misconfiguration in the client’s console account (receive online orders disabled on branch/device level).

     • Client is checking a different branch/device than the order’s assigned branch/online order receiver. 

     • The major cause of this issue is related to heavy network load/unstable internet connection.

• 2. In an accounting integration, the client is attempting to compare incomparable values between Foodics reports and integrated applications reports. 

Support Agent should identify the issue severity as per the severity’s table in Appendix D

 and share the severity level on the ticket title like so “(Severity Level) - (Application Name) X (Account Number), (Issue Headline)” we can later on if possible tag the tickets to set severity level.