Passport Service Offering (PSO)

With Gilbarco Veeder-Root's Passport Service Offering (PSO), an unbeatable c-store POS systems service, you're never alone. With our Gilbarco passport support experts on call 24x7x365, 92% of our calls are resolved over the phone without ever having to dispatch a technician to your site.

Our POS Support Team:

  • Protect your POS investment & Convenience Store Equipment
  • Increase uptime and reduce costs with our remote diagnostics & remote fixes.
  • Manage entire network with ease

Choose which option fits your business best by selecting from Premium, Plus or Basic services.

PSO COVERAGE

PREMIUM

PLUS

BASIC

Complete on-site MTL, Extended Warranty    
Remote Diagnostics and Resolution  
Help Desk Support 24x7x365
Passport Software Maintenance

 

Passport Service Offering (PSO) helps you minimize costs with a dedicated, industry-leading helpdesk, remote diagnosis and repair capabilities, enhanced software support, an extended warranty and more.

  • Sites always have access to their local Gilbarco Authorized Service Contractors (ASCs), and Gilbarco's ASCs can always get support through the Gilbarco Technical Assistance Center, even if the site is not enrolled in PSO.

Passport® PSO PREMIUM

PSO PREMIUMSM coverage entitles Customer to receive on a per site basis:

  1. Helpdesk to answer customer questions 24/7/365 about Passport;
  2. Remote service for remote diagnostics and fixes;
  3. Software Application Upgrades for feature enhancements;
  4. Passport service packs;
  5. Extended Warranty;
  6. Extended Warranty Hardware inclusion; and
  7. Extended Warranty Hardware exclusion.

Gilbarco continuously improves the Passport software quality and routinely releases new revisions of the software. Maintenance releases are typically in the form of patches or bug fixes or service packs. Gilbarco at frequent intervals enhances the software features based on MOC requests, voice of the customer and/or input from user groups.

PSO PREMIUMSM coverage provides Customer with the following options for receiving the coverage:

  1. Helpdesk:
    • Customer calls on a PREMIUM contract are routed to a specialist group that can answer the calls quickly and effectively to resolve customer inquiries about Passport.
  2. Remote Services:
    • If necessary, Gilbarco’s Helpdesk specialist will dial into the Passport system at the Customer’s Site to remotely diagnose and remotely resolve the reported problem.
    • If Gilbarco’s Helpdesk specialist is unable to resolve the problem, a Gilbarco Authorized Service Contractor (“ASC”) will be dispatched.
  3. Software Application Upgrades: Customer is eligible to receive certain software updates, select enhancements and/or select feature enhancements – as determined by Gilbarco from time to time, and related documentation through one of the following means. These updates may include applicable PCI PA-DSS, loyalty program and other compliance requirements. Advanced Software Modules may need to be purchased to activate specific features.
    • Gilbarco will make the software available for ordering by Gilbarco distributors for sites with current coverage at no charge. There may be a nominal charge for third party software license updates such as Windows 7 OS if required when upgrading to a new version. Any hardware required is not included and must be purchased separately. Customers should work directly with ASC’s to install the new software. The customer is responsible to pay the ASC for the installation of the software and hardware.
    • If the updates and/or enhancements are released in a Service Pack – the Service Pack will be made available as described in Section 4.
  4. Service Packs: Customer is eligible to receive Service Packs and related documentation through one of the following means:
    • Gilbarco will make the software available electronically or by mailing of a CD and installation instructions to the customer for installation. Customer can choose to self-install or directly work with ASCs to install the new software. If the customer chooses to use an ASC the customer is responsible to pay the ASC for the installation.
    • Gilbarco will also make the Service Pack available to MOC with the infrastructure to “push” software to Sites under contract. c. In addition to the above two options, Gilbarco, at its own discretion, may elect to deliver Service Packs using the dedicated phone line at the site and install them remotely.
  5. Extended Warranty: Customer on a PREMIUM contract will receive extended warranty for the Passport hardware and peripherals shown in Section 6 below.
    • Gilbarco will attempt to resolve reported problems remotely to reduce site downtime
    • When necessary, Gilbarco will send an ASC at no-charge for on-site repair.
    • Does not provide coverage for consumable items such as receipt paper, printer toner cartridges, image drum, etc. nor does it extend coverage for software upgrades or service packs.
    • See MDE-4101 for warranty information, terms, and exclusions which are incorporated herein and control the terms and conditions of PSO PREMIUMSM coverage unless otherwise stated above.
  6. Hardware Included Under PSO Premium Coverage (Following items are covered only if purchased from Gilbarco):
    • Combination Server and Client (Combo), Cashier Workstation, Dedicated Server
    • Touchscreen Monitor & LCD Monitor
    • Enhanced Dispenser Hub
    • Firewall Router
    • Customer Display
    • Cash Drawer
    • Okidata Report Printer**
    • Epson Receipt Printer**
    • USB Converter
    • QWERTY Keyboard and Mouse
    • Pin Pad
    • Bar Code Scanner
    • Modem
    • Distribution Box
    • Mat Reader
    • Uninterruptible Power Supply (“UPS”)
      ** PSO Premium does not provide coverage for consumable items such as receipt paper, printer toner cartridges, image drum, etc.
  7. Hardware Excluded from PSO Premium Coverage
    • PSO Premium coverage is no longer available for older hardware platforms for which the hardware is no longer supported (including PA0324PS41, PA0324PS42, PA0324PS50, PA0324PS51, PA0324PC41, PA0324PC42, PA0324PC51).
    • PSO Premium coverage is not available in Canada.

Passport® PSO PLUS

PSO PLUSSM coverage entitles Customer to receive on a per site basis:

  1. Helpdesk to answer customer questions 24/7/365 about Passport;
  2. Remote service for class="para-text"diagnostics and fixes;
  3. Software Application Upgrades for feature enhancements; and
  4. Passport service packs.

Gilbarco continuously improves the Passport software quality and routinely releases new revisions of the software. Maintenance releases are typically in the form of patches or bug fixes or service packs. Gilbarco at frequent intervals enhances the software features based on MOC requests, voice of the customer and/or input from user groups.

PSO PLUSSM coverage provides Customer with the following options for receiving the coverage:

  1. Helpdesk:
    • Customer calls on a PLUS contract are routed to a specialist group that can answer calls quickly and effectively to resolve customer issues about Passport.
  2. Remote Service:
    • When necessary, Gilbarco Helpdesk specialists will dial into the Passport system at the customer’s site to remotely diagnose and remotely resolve the reported problem.
    • If Helpdesk specialist is unable to fix the issue, a number for a Gilbarco Authorized Service Contractor (ASC) will be provided for the customer to contact.
  3. Software Application Upgrades: Customer is eligible to receive certain software updates, select enhancements and/or select feature enhancements – as determined by Gilbarco from time to time, and related documentation through one of the following means. These updates may include applicable PCI PA-DSS, loyalty program and other compliance requirements. Advanced Software Modules may need to be purchased to activate specific features.
    • Gilbarco will make the software available for ordering by Gilbarco distributors for sites with current coverage at no charge. There may be a nominal charge for third-party software license updates such as Windows 7 OS if required when upgrading to a new version. Any hardware required is not included and must be purchased separately. Customers should work directly with ASC’s to install the new software. The customer is responsible to pay the ASC for the installation of the software and hardware.
    • If the updates and/or enhancements are released in a Service Pack – the Service Pack will be made available as described in Section
  4. Service Packs: Customer is eligible to receive Service Packs and related documentation through one of the following means:
    • Gilbarco will make the software available electronically or by mailing of a CD and installation instructions to the customer for installation. Customer can choose to self-install or directly work with ASCs to install the new software. If the customer chooses to use an ASC the customer is responsible to pay the ASC for the installation.
    • Gilbarco will also make the Service Pack available to MOC with the infrastructure to “push” software to Sites under contract.
    • In addition to the above two options, Gilbarco, at its own discretion, may elect to deliver Service Packs using the dedicated phone line at the site and install them remotely.

Passport® PSO BASIC

PSO BASICSM coverage entitles Customer to receive on a per site basis:

  1. Helpdesk that answers Customer’ questions 24/7/365 about Passport;
  2. Software Application Upgrades for feature enhancements; and
  3. Passport service packs.

Gilbarco continuously improves the Passport software quality and routinely releases new revisions of the software. Maintenance releases are typically in the form of Service Packs. Gilbarco, at frequent intervals, enhances the software features based on MOC requests, voice of the customer and/or input from user groups.

PSO BASICSM coverage provides Customer with the following options for receiving the coverage:

  1. Helpdesk:
    • Customer calls on BASIC contract are routed to a specialist group that can answer the calls quickly and effectively to resolve customer inquiries about Passport.
    • If Helpdesk specialist is unable to resolve the issue, a number for a Gilbarco Authorized Service Contractor will be provided for the customer to contact.
  2. Software Application Upgrades: Customer is eligible to receive certain software updates, select enhancements and/or select feature enhancements – as determined by Gilbarco from time to time, and related documentation through one of the following means. These updates may include applicable PCI PA-DSS, loyalty program and other compliance requirements. Advanced Software Modules may need to be purchased to activate specific features.
    • Gilbarco will make the software available for ordering by Gilbarco distributors for sites with current coverage at no charge. There may be a nominal charge for third-party software license updates such as Windows 7 OS if required when upgrading to a new version. Any hardware required is not included and must be purchased separately. Customers should work directly with ASC’s to install the new software. The customer is responsible to pay the ASC for the installation of the software and hardware.
    • If the updates and/or enhancements are released in a Service Pack – the Service Pack will be made available as described in Section 4.
  3. Service Packs: Customer is eligible to receive Service Packs and related documentation through one of the following means:
    • Gilbarco will make the software available electronically or by mailing of a CD and installation instructions to the customer for installation. Customer can choose to self-install or directly work with ASCs to install the new software. If the customer chooses to use an ASC the customer is responsible to pay the ASC for the installation.
    • Gilbarco will also make the Service Pack available to MOC with the infrastructure to “push” software to Sites under contract.