Support Services
The Thompson Restaurants IT Team uses external service providers to assist with support requests. All brands except The Ridley are managed by Science on Call (SOC).
The Ridley is managed by Shift4 as they are on the Micros POS.
Coverage
- Monday thru Friday 9a – 5p
- POS programming requests should be submitted 10 days** in advance of desired testing or launch date (if no testing is required). Any requests submitted with a shorter lead time will be prioritized based on other workflows and projects.
- **Please note requests should be submitted 10 business days in advance in accordance with the team's coverage days. Federal holidays should be taken into account as well.
Submitting Requests
SOC Brands (Toast POS)
- Create a support request by emailing Support@scienceoncall.com with your completed POS Menu Update Request Spreadsheet attached. A blank copy of the POS Menu Update Spreadsheet can be found on the bottom of this page.
- Programming requests should come from GMs with DOs CC'd or DOs only. If a request comes from a GM, DOs must be copied in and the team member submitting the ticket has gotten DO approval prior to submission.
- For menu updates, please complete a row for each menu item that needs updating in the menu item request spreadsheet below and attach it when submitting your request.
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For matchbox locations: When creating a ticket for new menu items, please attach the completed spreadsheet AND a recipe card.
The Ridley (Micros POS)
- Email support@microsnyc.com with you request
- Expect 2-4 business days turnaround time.
After submitting a request
- Turnaround time for review and questions is 1-3 business days.
- If the submission presents no questions, the programming will be scheduled for the requested date.
- If clarification is needed, they will be updated within the ticket by the IT team.
- To deliver on the timeline within this document, we require a response within 3 business days of our feedback being provided.
- If testing was requested, please provide availability to review the temporary live environment and the IT team will coordinate availability.
- Post-test feedback should be submitted within 1-3 business days of the test being available for review.