Your annual subscription to Passport Software Offering (PSO) provides ongoing software upgrades and 24x7x365 access to our knowledgeable help desk team. 

Software upgrades ensure Passport POS will always have the latest enhancements and security updates to keep your c-stores running efficiently and in compliance. 

With PSO, 80% of calls may be resolved over the phone without ever having to dispatch a technician to your c-store. 

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

PSO COVERAGE

PREMIUM

PLUS

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

Passport Software 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. However, Gilbarco will NOT be able to provide software, help with software upgrades, or activate bundles without an active PSO plan.

Passport PSO PREMIUM

PSO PREMIUM 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 Maintenance Pack (MP);
  5. Extended Warranty;
  6. Extended Warranty Hardware inclusion; and
  7. Extended Warranty Hardware exclusion.

Maintenance releases are typically in the form of Maintenance Packs (MPs) which can contain security, enhancements, or fixes. Gilbarco continuously enhances the quality of software by listening to the voice of our customer, and keeping abreast of industry standards for compliance, certification, and security. 

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

  1. Helpdesk:
    • Customer calls are answered quickly and effectively to resolve customer inquiries about the Passport Point-Of-Sale system.
  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 a Windows Operating System (OS) upgrade, if an OS upgrade is required to implement a new version of Passport software. 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 Maintenance Pack – the Maintenance Pack will be made available as described in Section 4.
  4. Maintenance Packs (MPs): Customers are eligible to receive full software version upgrades and Maintenance Packs (MPs) and related documentation through one of the following ways:
    • The customer will download the upgrades through Insite360 Instore, the remote management tool that provides cloud connectivity to the Passport system.
    • The customer will contact their ASC to install the upgrades to their Passport system in a site visit. (Customer is responsible for the cost.)
    • Gilbarco can, at its own discretion, install upgrades remotely using the primary connection method approved for the site.
  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 PREMIUM 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 PLUS 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 diagnostics and fixes;
  3. Software Application Upgrades for feature enhancements; and
  4. Passport Maintenance Pack (MP).

Maintenance releases are typically in the form of Maintenance Packs (MPs) which can contain security, enhancements, or fixes. Gilbarco continuously enhances the quality of software by listening to the voice of our customer, and keeping abreast of industry standards for compliance, certification, and security. 

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

  1. Helpdesk:
    • Customer calls are answered quickly and effectively to resolve customer inquiries about the Passport Point-Of-Sale system.
  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 Maintenance Pack – the Service Pack will be made available as described in Section
  4. Maintenance Packs (MPs): Customers are eligible to receive full software version upgrades and Maintenance Packs  (MPs) and related documentation through one of the following ways:
    • The customer will download the upgrades through Insite360 Instore, the remote management tool that provides cloud connectivity to the Passport system.
    • The customer will contact their ASC to install the upgrades to their Passport system in a site visit. (Customer is responsible for the cost.)
    • Gilbarco can, at its own discretion, install upgrades remotely using the primary connection method approved for the site..