IT Essentials guide for General Managers (GM)

OVERVIEW

This is document is designed to provide General Managers (GM) with an overview of Information Technology at Mister Car Wash, including support options, equipment, and terminology.

DEFINITIONS

Cyber Security – The practice of defending computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks.
Micrologic – Point of Sale System.
POS - Point of Sale system. Combination of hardware and software that make up the sales transaction system.
Pegasus – Micrologic Kiosk. The payment terminal located in the lanes where customers pick their wash and self-pay.
Ruckus – The brand name of the wireless access points.
Switch – Network hardware that connects devices on a computer network. The switch is in the IT Cabinet.
XPT – Unitec Kiosk in use at DRB stores (and some Micrologic stores). A video explaining the parts in the XPT Kiosk can be found in the Service Desk and HERE.
VOIP – Voice over IP – Delivery of voice communications over Internet Protocol networks, such as the Internet.
WAP - Wireless Access Point – Networking hardware device that allows wireless connections.

QUICK LINKS

• Mister Service Desk Portal – Find solutions to common issues and how-to articles, find the status of a previously submitted request, submit a new request.

• IT Help Center – Searchable Knowledge Articles.

• Mister Connect – Intranet with links to commonly used systems, project information, policies, and other information.

Mister IT Support Options

There are 3 methods for obtaining support from Mister IT, all processed through the ticketing system.

Tickets are created via the Mister Service Desk Web Portal, Email, or Phone:

Option #1 – Service Desk Portal

Service Desk Portal Website

Preferred method. Submit a ticket by using the Service Desk Portal.

Option #2 – Email

MisterIT@mistercarwash.com

Email will automatically create a ticket.

Option #3 – Phone call

1-888-422-7343

Urgent issues: equipment failures, store down, or other emergency situations.

REQUESTS & ISSUES

Requests and issues submitted via the Service Desk Portal or via email will be responded to within 24 hours. The better the detail included in the request, the more likely the technician can resolve the issue or request without first having to contact the requester. If a tech does need information, he/she will contact the GM. Technicians will make at least three attempts using the following procedure:

First attempt: contact GM (Phone call to store and GM cell or email).
Second attempt: GM (Phone call to GM cell).
Third attempt: Email to GM and copy Regional Manager (RM).

If there is no response after 48 hours from third attempt, the technician will close the ticket.

Every issue will be addressed as soon as possible, however, most will need to be triaged and worked in priority order.

Severity Definitions

Low Issues that are not significantly affecting the site's ability to process cars.

Can't print from one machines
Single peripheral down
Report is not correct

Medium Issues that limit's the site's ability to process cars

Single tablet down
Send Station down but has a work around
Primary internet down but on backup (if processing cars normally)

High

Point of sale extremely slow
kiosk down
multiple tablets not working
Primary internet down, backup is up (not process cars normally)
Manager workstation not working

Urgent

Entire store down
Server down
Send Station is non-functional
Primary and backup internet down
Unable to process credit cards

The Resolution and Notification Table below defines how to report an issue, the expected response time, resolution time, communication method and communication frequency.

For example: Requesters reporting Urgent Incidents, should expect a response within 15 minutes. Resources will be pulled from lower priority issues to try to resolve the issue within one hour. The requester should call (versus email or portal) to report this priority of issue. Both the requester and IT must notify their manager immediately and provide hourly updates.

Resolution and Notification Table

Priority How to Report Expected Response Within Target Resolution Time When to Notify Manager How to Respond Response Update Frequency Urgent Phone 15 Minutes 1 Hour Immediately Phone, Email Follow-Up Every hour until resolved High Phone 15 Minutes 1 Day Immediately Phone, Email Follow-Up Every day until resolved Medium Portal, Email, Phone 4 Hours 2 Days 1 day, if not resolved Email Every two days until resolved Low Portal, Email 24 Hours 5 Days 2 days, if not resolved Email Every 5 days until resolved

ISSUE ESCALATION

If you are not contacted by the “Expected Response Time”, Click to find Mister IT Escalation Contacts and call the current IT Escalation contact.

IT SECURITY

More than ever, Cyber Security is a very important aspect of any business. There are thousands of threats daily that can negatively impact normal business operations.

Security Training Courses

General Managers are required to take three IT Security training courses. These courses cover email, malware, password, phishing, and other IT security related topics.

Three courses are:

Security Awareness Training
Payment Card Industry DSS Compliance
PCI DSS Security Brief

The training is in Mister Learn (can be accessed through Mister Connects launchpad).

MISTER IT HOURS OF OPERATION

Mister IT provides support for the stores 7 days a week throughout the year.

The Service Desk Hours of Operation are the following:

Monday through Friday: 3:30AM to 6PM MST
Saturday: 3:30AM to 5PM MST
Sunday: 6:00AM to 4:00PM MST

After-hours (on-call) support for urgent issues:

Monday through Friday: 6PM to 10PM MST
Saturday: 5PM to 9PM MST
Sunday: 4PM to 8PM MST

For after-hours support, please leave a voice message and an IT Technician will contact you within 30 minutes (usually faster).

PHONES

Every Mister Car Wash store has a company issued Voice over IP (VOIP) desk phone from the vendor, Evolve IP. For stores that also have a company issued cordless phone, when a customer calls the store, both phones will ring at the same time.

Calling

If you already know the extension of the person you wish to call, you can call directly by entering the extension number on the keypad.

Replacing Cordless Phone Batteries

If your cordless phone is not holding a charge or is not charging at all, you need to replace the phone’s batteries. Make sure to only use rechargeable batteries when replacing the batteries in your cordless phone. This simple fix will bring your cordless phone back to life.

INTERNET & EMAIL

Internet

A worldwide system of computer networks – a network of networks in which users at any one computer can, if they have permission, get information from any other computer (and sometimes talk directly to users at other computers).

Email

At Mister, we utilize Microsoft Outlook to access our emails. You must encrypt any email that contains proprietary or sensitive information, which keeps the information secure.

POINT OF SALE (POS)

Mister Car Wash has one point of sale system in use.

Micrologic: All Micrologic equipment in the stores utilizes a standardize rack configuration HERE.

LogicWash: Software used to run the point of sale. Software runs on a server, Tablet, Point-of-Sale terminal, Kiosk and Tunnel Controller.

Wash Assist: Web tool used to configure settings, manage customers, and view reports.

The following guides have been created to help answer many questions regarding Micrologic topics.

Wash Assist Quick Guide:
- Micrologic uses WashAssist which is the wash administration software provided by Micrologic Associates. With the information in this guide, you will be able to perform key wash management functions in WashAssist such as looking up information and running reports.
Micrologic Preventative Maintenance Guide:
- The mechanical components of the Micrologic POS system need regular preventative maintenance to keep them functioning properly. With the information in this guide, you will be able to perform key perform preventive maintenance on components such as bill accepters, dispensers, gates, and credit card readers.
Micrologic Troubleshooting Guide:
- This guide provides solutions for the most common issues GMs report about Micrologic. With the information in this guide, you will be able to resolve these commonly reported Micrologic issues in just a few steps.

IT POLICIES

Mister IT policies are located in Support Portal Solutions under Policy Group.

The documents cover the following policies:

Acceptable Use
Password
Security Awareness Training
Terminated Employee Email and Data

If you need additional information regarding a policy or procedure not covered, please contact Mister IT.

Feedback

In order to provide excellent customer service, we need feedback from our customers. From time to time, we will send you a survey on how we can better improve. We encourage you to take the time to fill out the customer service survey.

In addition, if you have any comments or suggestions please feel free to send an email to MisterIT@mistercarwash.com.

APPENDIX A

Troubleshooting

Use the decision tree below to resolve the most common issues that occur on the managers computers. However, this information can be applied to most computers operating in the store.

Click the link to bring up the article to help you resolve this issue.

Common Computer Related Issues

System Issue
Related Article
Windows Display shows a Blue Screen During Startup Troubleshoot Computer Blue Screen Windows Will not Allow me to Login
Troubleshoot Login Issues Internet & Email Cannot Access Internet or My Internet is Slow Troubleshoot Slow or Down Internet Internet & Email Cannot Access My email How to Reset your Email Password Microsoft Office Not Opening or Working Properly Troubleshoot Office Issues General Issue
Freezing or Behaving Strangely Troubleshoot Computer Programs or Freezing Issues General Issue Will Not Power On Troubleshoot Computer Startup Issues General Issue My Keyboard & Mouse are not Working Troubleshoot Keyboard or Mouse Issues General Issue Nothing is Showing on the Monitor Troubleshoot Monitor Issues

Revision History

Revised Date Revised By Revisions Unknown Lauren Babson Document created 10/14/2024 Andrew Poskey Moved to Fresh 4/2/2024 Andrew Poskey Updated Formatting, updated critical to urgent, updated links.