Support Services
The Thompson Restaurants IT Team uses external service providers to assist with support requests. As of 8/1/24, all brands are supported by Science on Call (SOC). All support tickets to SOC are also distributed to our internal IT support team.
⚠️Important: Do not reach out to Toast, OLO, or other vendors directly. Since they aren’t familiar with our tech stack, support provided could unintentionally affect integrated systems and cause further issues. All requests should go through the Thompson IT Team or SOC.
IT Support Hours
- Thompson Restaurant IT Team: Monday thru Friday 9a – 5p
- Science On Call Team: 24/7
- For emergencies, please continue reading
Who Do I Contact?
Science On Call: 24/7 Support
- Hardware Issues (POS workstations, KDS, handheld devices, POS printers, etc.)
- Network Issues (ie: POS hardware won’t connect to the network or the network is down)
- Payment Issues (credit card payment processors)
Thompson Restaurant IT: Business Hour Support
- POS Menu Updates (ie: new item added, price updates)
- Ticket Routing Adjustments (item needs to be redirected to a different kitchen station)
- In-store and Online Ordering Tax Setup Questions
- Loyalty Sign-Up Issues/Questions
- Online Ordering Issues (OLO)
- Third Party Ordering Issues (UberEats, GrubHub, DoorDash)
HR Support:
- UGK Issues (ie: Manager account access, UKG permissions, resetting UKG passwords)
- Onboarding Issues (ie: Employees missing in Toast or Hot Schedules)
Payroll Support: Business Hour Support
- Payday Portal Issues
- Missing Pay
- Wage Questions
Other Support:
- If you’re unsure where to send the request, submit a Restaurant IT ticket and it will be routed to the appropriate department.
📌 Reminder: Do not reach out to individual IT team members directly. All requests must go through the ticketing system to ensure they are properly tracked and assigned.
How do I request support from SOC?
- Create a support request by scanning your restaurant QR code located on the back of your Toast printers or visiting https://app.scienceoncall.com/ to text, email or call their support.
- Include a thorough description of the issue, including photos when applicable.
- Wait for a reply or call from the SOC Team regarding next steps.
- If you are experiencing an emergency, please read the section below.
How do I request support from the Thompson Restaurant IT Team?
- Create a ticket by visiting https://support.thompsonhospitality.com/hc/en-us and clicking “Submit a Ticket” in the upper right-hand corner.
- Select “Restaurant IT Ticket Form” from the drop-down menu.
- Complete the form with as much detail as possible, including photos when applicable.
- Your ticket will be reviewed and assigned to a team member within 24 hours during regular business hours.
- If you are experiencing an emergency, please read the section below.
⚠️ Important: After submitting your request, please ensure you receive a confirmation email. In some cases, you may be asked to verify your email address. If prompted, you must click the verification link to complete your submission. This ensures we have the correct contact information on file and allows you to receive updates on your ticket status.
Emergencies
- Reserved for POS failures that severely impact revenue at our restaurants.
- Examples:
- 50% of Printers or KDS are down or frozen
- 50% of workstations are down or frozen
- Inability to process credit cards
- Examples:
- In the event of an emergency, please submit a support request. If you don't have a response within the hour, follow the emergency POS phone support contact list:
- Contact One
- Andy Lee (202) 805-9777
- Contact Two
- Wendy Nguyen (703) 835-0533
- Contact One