Frequently Asked Questions
- All
- General Information
- Internet Outage
- New Customer
- Pricing
- Services Included
- Setup & Configuration
- Support
- Warranty
A Project Manager will make arrangements in advance with your current carrier to port your telephone number on the day we install your new S-NET system. Once that number has ported, you simply call your previous carrier and cancel any type of voice services you may have with them. We do not cancel anything on your account on your behalf. We simply port the number and let you know when it has been completed.
We currently provide service and support to 90% of the corporate stores and over 400 franchise locations across the country. We have also participated in the Marco’s Annual Convention for the last few years, and we are currently exploring ways we can get involved with the Slice of Support Program.
The vast majority of Marco’s franchisees on our service use 4 telephones and 4 telephone lines. When your business grows, you can simply contact us and add another telephone (line included) for an additional nominal charge per month. If you choose our rental package, the phone is included in the charge. If you choose the equipment purchase package, the same additional monthly charge would apply and you would just purchase an extra telephone.
The pricing we are providing you has been negotiated and approved by Marco’s corporate on your behalf. It is a package that provides you with a wealth of features you can use specifically to help your business at a very competitive price point. We strive to maintain the integrity of the program across the entire franchise community.
Let’s take call reporting for example. Our system provides you basic call reporting but we also provide you meaningful reports that can provide valuable insight into your store. Our system can show you how many calls came in by the hour, we can show you what the average hold time was, we can show you how many abandoned calls you had, and even the longest hold time. These reports are very meaningful and help you work with particular staff members or help you to identify possible staffing shortages on particular days and times.
When you move forward with our service, your telephone lines are included. A Project Manager will make arrangements in advance with your current carrier to port your telephone number on the day we install your new S-NET system. Once that number has ported, you simply call your previous carrier and cancel any type of voice services you may have with them. We do not cancel anything on your account on your behalf. We simply port the number and let you know it has been completed.
We include a cellular SIM card in the SD-WAN network device you receive from us that provides you with an automatic back-up Internet connection. In the event that your main Internet connection goes down (and it will), the SD-WAN device we provide you will automatically fail over to a cellular connection. This ensures that your telephone service, web orders, POS, and other important services on your network continue to function properly. When your Internet service is restored, the router automatically re-connects to your main Internet connection.
We include 1GB of data every month for back-up and have overage fees. However, we manage backup connections differently from other providers who are interested in collecting extra money on overage charges. When your primary connection goes down and the SD-WAN device transitions to cellular backup, you typically won’t know as the fail over is quick and seamless. When you reach 50% usage on your cellular connection, our Tech Support Team is alerted and we proactively make a call to your store to let you know that your main Internet connection is down in an effort to provide assistance with our equipment or so that you can call your Internet provider immediately.
From time to time, we do get that request. Installing the equipment we provide is more complicated than most people think. Proper installation along side your FoodTec set-up is critical and ensures that everything on your Network will work as it should with no disruptions to your business. Based on years of experience, it is best if we send a professional installer to do the heavy lifting for you.
Here at S-NET we are dedicated to providing you with a seamless transition to your new services. Before your scheduled installation date, a representative of the S-NET Field Engineering Team will visit your store to conduct a site survey and ensure that conditions are optimal for a smooth installation process. On the day of your scheduled installation, our team will return to your store to install all S-NET network and communications equipment, connect your POS system to your new network with the assistance of a FoodTec technician, and turn on your new services.
Please keep in mind that the following services are NOT included in your S-NET installation charges and are the responsibility of the franchisee:
- Electrical work.
- Tracing, labeling or replacement of incorrectly installed or damaged cabling.
- Installation of cabinetry or plywood backboard.
- Installation of new wiring.
- Decluttering or removal of old, unused equipment.
- POS installation.
For a complete list of installation requirements and exclusions, please review our Installations Guide.
If you choose an equipment rental package, the equipment is covered for the entire term of the agreement (terms and conditions apply). If you choose the equipment purchase package, the hardware carries a 1-year warranty.
There is no additional charge for technical support and we always have technicians standing by if you need assistance. In fact, some of our team members have over 20 years of experience providing support to pizza and QSR franchisees like yourself.
When you move to an Internet-based telephone system, you are adding more devices to the network in your store. Even though an Internet-based telephone system does not require a significant amount of bandwidth when used, it is one more item that will need to have access to your Internet connection. Marco’s has determined that the standard Internet speed for your store should be 100MB/20MB (100MB download and 20MB upload speed) if it is possible in your area. As a franchisee, you also have access to a national contract with Comcast. A Marco’s MSIT member would be able to assist you with that.