System down | Business Continuity pack

Lisette Wingelaar

Modified on: Wed, 16 Oct, 2024 at 12:01 PM

This article provides information on how to keep trading in case of an unexpected situation (power loss, system down).

Should your trading be impacted because systems and/or utilities – i.e. water, power, telco - might not be available, the below information will allow you to continue to trade.

Vendors	Phone and email
3ICT Network, Wi-Fi, Telco, computers	Phone: 1300 735 556 Email itsupport@poolwerx.com.au
Vonex Landlines, NBN, 4G, routers	AU - Phone: 1800 828 668 Email: helpdesk@vonex.com.au
Windcave Payment portal	AU - Phone: 1 800 006 254 or +61 2 8268 7700 NZ - Phone : 09 309 4693 push 2 for support Email: support@windcave.com
Systems down NetSuite, NextService, SCIS, other questions	Phone: (+61) 0429 066 529 Email: evolution@poolwerx.com.au

How to keep trading if Windcave is down	https://poolwerx.freshdesk.com/support/solutions/articles/13000094332-manual-credit-card-payment-via-scis-windcave-down-
How to keep trading if SCIS is down	https://poolwerx.freshdesk.com/support/solutions/articles/13000094374-scis-down-workaround-how-to-enter-transactions-outside-of-scis
How to enable Wi-Fi or 4G on your Windcave terminal	https://poolwerx.freshdesk.com/support/solutions/articles/13000098194-windcave-how-enable-wi-fi-on-the-terminal
How to switch to SCIS Fallback mode using 4G	https://poolwerx.freshdesk.com/support/solutions/articles/13000104400-scis-how-to-switch-to-scis-fallback-mode
Reset (SCIS) password	Go into NetSuite using another account. Type the SCIS login name prefixed by 'emp:' example: emp:headoffice@poolwerx.com.au Open the employee record in edit mode. Scroll down to the access tab. Click on 'manually reset password' Type a new password twice. Hit save.
Reset Windcave terminal	To Reset the terminal press the CLR and FUNCT buttons at the same time until it beeps (possibly the green and yellow buttons). When it resets, the reading on the pin pad should come back to EFTPOS or WINDCAVE. If the above does not resolve the issue, a modem reset may be required, or unplugging the terminal and re-plugging it back in. (there is a cord at the bottom of the pin pad).
Reset the router	Find a small pinhole on the bottom or back of the router. Use a paperclip or skewer to press and hold the reset button for at least 20 seconds. You'll see the lights on the router change. Release and wait for the router to come up to normal. Run a speedtest (Google or Ookla). Recommended to do this monthly.
Reboot the computer (daily)	Reboot your computer daily to keep the memory cleared.