This article provides guidance for the CSLs if a call should be handled by Rite or is better handled by the processor.
| Card Defender Request | Rite is hosting terminal | Payment Processor is hosting terminal |
| New card terminal set up (new lane and new CD customer) | Rite supports: >CSL sends the CD form to be filled up by the customer. > CSL gets the Serial number and the VAR sheets from the customer > CSL sets the appointment | Rite supports: > CSL sends the CD form. > Serial numbers are verified > Appointment is set for the setup |
| Replacement terminal | RIte supports: > CSL verifies the defective and the new terminal SN and model > CSL sets the appointment | Rite supports: > CSL verifies the defective and the new terminal SN and model > CSL sets the appointment |
| Disable chip reading | RIte supports (for both Cloud Retailer and RMS customers): >CSL Assigns to tech queue or set as an appointment | Out of scope: > If RMS, CSL refers to the processor or host Rite supports: > if Cloud Retailer, CSL assigns to tech queue or set as an appointment |
| Increase in contactless limits | RIte supports (for both Cloud Retailer and RMS customers): >CSL Assigns to tech queue or set as an appointment | Out of scope: > CSL refers to the processor or host |
| Change settings in the card reader - sound settings, brightness, etc | RIte supports: >CSL verifies the SN and assigns to the tech queue or set as an appointment | Out of scope: > CSL refers to the processor or host |
| Card reader connection issue | RIte supports: >CSL verifies the SN and assigns to the tech queue or sets it as an appointment | RIte supports: >CSL verifies the SN and assigns to the tech queue or sets it as an appointment |
| Verifying / problems with card transactions and batches | RIte supports: >CSL verifies the SN and assigns to the tech queue or sets it as an appointment | RIte supports: >CSL verifies the SN and assigns to the tech queue or sets it as an appointment |
| Increase signature limit | Rite supports: | Rite supports: > CSL assigns to tech queue or sets as an appointment |
| Slow credit card transactions | Rite supports: > CSL assigns to tech queue or sets as an appointment | Rite supports: > CSL assigns to tech queue or sets as an appointment |