Parts Requests:
*If Necessary* Indiana Grand requests parts replacement from the Indiana Gaming Commission EGDS catalogue.
Indiana Grand sends email to tricia.schulte@everi.com and spareparts@everi.com with subject line: Jackpot Digital Parts Request. The email should contain name of the part, quantity needed, and reason for need.
Tricia will set up an outlook rule to auto-forward this to support@jackpotdigital.com, with CC to adam@jackpotdigital.com and ivan@jackpotdigital.com
Indiana Grand notifies IGC enforcement that Jackpot Digital is required to fulfill a parts request for the PokerPro Tables (per Greg Small’s email on May 4, 2017).
Jackpot Digital will process the request and send the parts to the Everi address (in 5a below) ASAP to be forwarded to Indiana Grand at address (in 5b below):
Everi
4020 Will Rogers Parkway
Suite 400-500
Oklahoma City, OK 73108
Attn: Steven Ethridge
Indiana Grand Casino
Attn: IGC Gaming Enforcement Supervisor
4200 North Michigan Road
Shelbyville, IN 46176
Indiana Grand notifies Jackpot Digital of receipt of parts by email to support@jackpotdigital.com.
Any assistance installing the hardware/parts proceed to Step 1 of Phone/Email Support process below.
**NOTE: Jackpot Digital will also be sending a quantity of common replacement parts to the Indiana Grand to minimize need to go through the process above on regular basis.
Phone/Email Support
- Indiana Grand sends email to tricia.schulte@everi.com with Subject Line: PokerPro Support Request. The email should have a description of the issue, time of the issue, and current status of the PokerPro table in question.
- Tricia will set up an outlook rule to auto-forward this to support@jackpotdigital.com, with CC to adam@jackpotdigital.com and ivan@jackpotdigital.com.
- Indiana Grand notifies IGC enforcement that Jackpot Digital is required to help resolve a technical support issue through phone/email.
- Jackpot Digital team will communicate with the Indiana Grand team through email (and phone if necessary) from support@jackpotdigital.com until the issue is resolved.
- Jackpot Digital will notify Everi when the issue has been resolved by email to tricia.schulte@everi.com
**In case parts are required to resolve the issue, start at Step 1 of the Parts Request process outlined above.
**In case remote access is required to resolve the issue, start at Step 1 of the Remote Access Support process outlined below.
Remote Access Support
- Following Step 4 of the Phone/Email support process outlined above, if remote access is required by Jackpot Digital to resolve an issue, the Indiana Grand will notify the IGC Enforcement Staff that Jackpot Digital will be utilizing remote access to resolve a technical support issue with the PokerPro tables. Please CC adam@jackpotdigital.com, ivan@jackpotdigital.com, and support@jackpotdigital.com.
- Jackpot Digital staff will email nocstaff@everi.com with CC to tricia.schulte@everi.com in order to set up a remote session with the Indiana Grand.
- Everi NOC staff will oversee the remote session, record activities, log start/end times, and terminate the session once completed. Everi NOC staff will compile a remote session report to be distributed to the following list.
- adam@jackpotdigital.com; ivan@jackpotdigital.com; frank.kersh@indy-grand.com; tricia.schulte@everi.com; mike.farinella@indy-grand.com; james.oatman@everi.com
- **NOTE: Please add anyone on this list who needs to be notified or kept in the loop.
- Indiana Grand to notify IGC Enforcement of the remote session’s conclusion, and send Everi’s remote session report (as required) to the IGC Enforcement staff.