Wendy’s Support & Resource Guide


Here you can find all the relevant support contacts and resources for Wendy's.

Wendy’s Support & Resources Guide

Sales


Contact Wendy’s RaaS Sales team via email:

Sample Issues:

• I need new hardware
• I need to order additional software
• I am selling or acquiring a location

NCR VOYIX Wendy’s Helpdesk – System Issues (Hardware and Software)


Contact RaaS Support via email or phone:

Wendy’s Support USA:
East: 315-472-4531
West: 315-233-0110

Wendy’s Support Canada:
800-836-3796

Non-Urgent Helpdesk Issues:
If an escalation is required:

Site Down/Priority Escalations: 
Support management within 1 hour or the response is not satisfactory proceed to the second level escalation
Email: [email protected]

Manager Escalations:
Email: [email protected]
Escalation phone number: 678-808-5005
*If your call is not answered within 10 minutes contact the individuals below:

RaaS West Pod Leader:
Ben Kinzey
Phone: 315-313-6018
Email: [email protected]

RaaS East Pod Leader:
Anthony Vercillo
Phone: 315-712-3018
Email: [email protected]

Customer Relationship Manager:
Kristina Lukas
Phone: 267-758-9094
Email: [email protected]


Sample Issues:

• I need to order consumable hardware
• My terminal is locked up.
• I have kitchen monitor routing issues.
• My receipt printer is not printing.
• I need my Aloha CFC password reset
• My site is down

Accenture Helpdesk – System Issues


Contact Accenture Support via email or phone:

Email: [email protected]
Phone: 614.760.2037 or 1.877.922.4443


Sample Issues:

• My terminal is locked up
• I have kitchen monitor routing issues
• My receipt printer is not printing
• I need my Aloha CFC password reset
• My site is down
• I need to order consumable hardware

Solugenix Helpdesk - Systems Issues (Hardware and Software)


Contact information

Helpdesk: [email protected]
Helpdesk Number: 1-866-407-1542
Escalations:  [email protected]


Sample Issues:

• I have a RaaS HW maintenance agreement, and a shipping return label is needed to return hardware
• My terminal is locked up
• I have kitchen monitor routing issues
• My receipt printer is not printing
• I need my Aloha CFC password reset
• My site is down
• I need to order consumable hardware

NCR VOYIX POS Menu Maintenance Changes


RaaS Product Changes

Sample Issues:

• I am missing a menu button
• I need to update a menu price
• My tax rate is incorrect.
• I need to remove/hide a button.
• I need to add/remove coupons.

SBOnet Helpdesk


SBOnet Support via email or phone:

Email: [email protected]
Phone: 315-234-3272


Sample Issues:

• Timer Polling
• Why am I losing so many chicken nuggets
• My labor is too high
• Can you un-finalize my schedule
• My cash is short

NBO Helpdesk


Contact NBO Support via email:

Sample Issues:

• Why am I losing so many chicken nuggets
• My labor is too high
• Can you un-finalize my schedule
• My cash is short

Hosted Solutions (Insight, Pulse Realtime and Restaurant Guard)


Contact Hosted Solutions Support via email or phone:

Email: [email protected]
Phone: (800)792-5642


Sample Issues:

• I don’t see any sales in my reports
• My sales in Insight do not match my CFC reports
• I need my Insight login
• I do not see my site in Pulse Realtime

NCR VOYIX Hardware Maintenance-Unreturned Hardware (URE)


Contact

Sample Issue:

• Need a status update regarding unreturned hardware
• 
I have a HW maintenance agreement and a shipping return label is needed to return failed hardware

General Questions


Contact

Email: [email protected]

If an escalation is required

Jocelyn Flynn
Email: [email protected]

SaDarein Walker
Email: [email protected]


Questions regarding my account:

• NCR VOYIX Invoices
• Hardware Returns
• Invoice Disputes
• Hardware Entitlements


Sample Issues:

• Termination of Services
• Site Closure
• Moving POS equipment from site to another
• I am getting invoices for hardware when I have a AEX/OnSite contract

Deployment/Implementation Questions


RaaS Deployment Team
HSR Deployment Team

Sample Issues:

• Site installation status updates
• Equipment shipment status