GPOS SIMPHONY SUPPORT

Primary First Secondary Final

Issue
Contact Escalation Contact Escalation
Simphony Support
Simphony Support
Oracle
Oracle Local
Local Office
Office
Provide Property name, Simphony Support
BE PREPARED:
locat ion, phone number and Simphony Support
Provide Property name, Oracle Manager on Duty
Simphony
MARSHA code Oracle Manager on Duty
Simphony location,
Provide aphone number and
clear description of
MARSHA code
the problem
Simphony System Down Provide
Provide aa name
clear and
description
contact
Marriott GPOS Escalation
Simphony Offline
Loss of Service ofofthe
details problem
property contact
Simphony Slowness Property must provide
Simphony System Slow Provide a name and contact Property must provide https://mgscloud.marriott.com/common/lodging-
Loss of Service details of MOS
property contact Case Number for
Financial Imbalance Log into to create a Case Number for operations/food-and-beverage/technology/pos-systems/
Financial Imbalances Service Request (SR) assistance
Error Message in Simphony assistance
Simphony Error Messages 24-Hour North American
Report not Working
Report not Working TechnicalOrHelp Desk:
Simphony Function not 24-Hr North America
Function not Working Log into MOS to create a 24-Hr North America Submit your issue through the
Working 24-Hour North American Manager on Duty:
CAL not working Service Request (SR) OR Manager on Duty: GPOS Escalation Form
CAL not working Technical Help Desk: Tel: +1 (800) 249 -0578,
Revenue Imbalances Call Oracle Support at
Tel: +1 (800) 249 -0578
Revenue balance issues Call Oracle Support at
1-800-249-0578 Select Option2; Request Availability: Mon- Fri
Inaccurate Data 1-800-249-0578
Inaccurate Check Data Follow Call Tree
EMC Slowness to speak to Support
EMC slowness International Instructions
Peripheral Device Failure International Properties:
Properties: Manager
Peripheral device failure Contact your
your local
local Oracle
Oracle
Hardware Failure Contact
Workstation Failure Office
Office International Properties:
FOSSE PMS Extract
Credit Cards https://www.oracle.com/
https://www.oracle.com/
International Properties:
contact your local Oracle
support/contact.html
support/contact.html contact your local Oracle
Office
Office
Oracle
Oracle determines
determines issue
it to be a
to
MIbe MI speci
specific fi c
issue

MI Specific
Functionality Marriott Simphony Support
User Access Marriott Simphony Support
https://mgscloud.marriott.com/common/lodging-operations/
Password Reset https://mgscloud.marriott.com/common/lodging-operations/
food-and-beverage/technology/pos-systems/
Marriott
Configuration Help food-and-beverage/technology/pos-systems/ MI L3 Support
Training Information Create Service Now Ticket MTOC-Hosting Private Cloud Engineering
Programming Requests Create Service Now Ticket
https://marriott.service-now.com/msp (OS, Hardware, Network) (Infrastructure, OS, DR)
MIPOS Specific
Specific ‘HowProcedural
To’ Quest ions Get Help > Application & Business
Marriott ServiceServices
Portal> GPOS Simphony Property Support
Non PMS/MHGL
QuestionsExtracts Support
Availability: Mon- Fri
Enhancement requests Availability: Mon- Fri

Mobile Guest Services

Program/Operations:
Mobile Dining [email protected]
Configuration issues Technical Support:
Menu Item issues Call +1 (240) 632-6000 or
https://marriott.service-now.com/msp and search for
“Mobile Dining” to open a ticket (If Related to Simphony Functionality)
(If Related to Simphony Functionality)

Marriott Simphony Support

Marriott Simphony Support
https://mgscloud.marriott.com/common/lodging-operations/
MBS Support https://mgscloud.marriott.com/common/lodging-
Extract Issues food-and-beverage/technology/pos-systems/
MHGL Extract Issues https://mgscloud.marriott.com/common/finance-and-
Missing or Partial Extracts operations/food-and-beverage/technology/pos-systems/
Missing or Partial Extracts accounting/tools-and-resources/peoplesoft-financial-
Configuration Create Service Now Ticket
business-applications/application-support.html
https://marriott.service-now.com/msp
Get Help > Application & Business Services > GPOS Simphony
Support
Create Service Mon-
Availability: Now Fri
Ticket
Marriott Service Portal
Shift4
Merchant
/ Merchant
Link/Shift
Link:
4: Availability: Mon- Fri
https://support.merchantlinkapps.com or 301-562-5001
Credit Card Processing
Hardware Issues
Tokenization Freedom Pay:
System Maintenance
Authorizations 888-495-2446
Server Specific Issues
Settlements
Elavon:
800-490-7332