AGS Field Service Knowledge Base
Slot Peer Review
What to do when the customer does not follow the Work Order Paperwork provided by AGS:
If the casino fails to adhere to the Par Sheet, the technician must obtain a document from the customer outlining their preferred game setup. This document should include the customer's name and signature.
If customer doesn't follow the WOF provided for the order, Support will put a note in the ticket requesting the tech let their supervisor know so they can inform the AE.
Support put this line in the ticket:
“Tech, please let your supervisor know the customer did not follow the WOF.
Peer Review is approved based on games matching the par-sheet.”
As a best practice, the technician should note on the ticket that they have already communicated with their supervisor regarding the casino's non-compliance with our documentation.
Tech to notify supervisor of deviation, supervisor to notify AE; no additional approval from AGS needed
Progressive Controller
AGS Field Service Technicians are required to perform a peer review of the progressive pools after the controller has been setup/modified and before completing the sales order or service order. Only one of each title needs to be setup on the controller before requesting the review.
The controller should be setup per the par sheet. Any deviation from the Par Sheet requires supporting documentation from the casino to be attached to the service order in Alliance. Below are the steps to be followed to complete the review:
Once setup is complete, attach a screen shot of the progressive screen and supporting documents to the open work order. Use a screen shot from the controller’s Progressive Manager, Quickconfig and Accounting screen.
EPC Peer Review
We require the following pictures from One game for Peer Review.
For assistance email support@playags.com or call 1-877-358-6300