Support

Help Desk and Remote Support:

Issue with Gaming Machines?

• UTOPIA provides a 24/7 help desk and incident management center that is available 365 days a year to all customers.

• The help desk is described as "highly trained" and is capable of identifying and resolving most issues immediately over the phone. In fact, the help desk resolves over 85% of issues during the first call.

• Because the Global Gaming System is Windows-based, the team can also provide remote support and upgrades, which helps to streamline operating costs.

Field Service and On-site Support:

• For issues that cannot be resolved remotely, UTOPIA has a network of field service technicians that operates 365 days a year.

• This "rapid response service team" is available for dispatch across metropolitan, regional, and remote areas.

• The technicians are described as "fully trained licensed professionals" who provide preventative and remedial maintenance for Electronic Gaming Machines (EGMs) and other regulated gaming equipment.

• If on-site assistance is required, UTOPIA will engage one of their training team members to help.

Parts and Logistics:

• To minimize machine downtime, UTOPIA keeps an extensive range of spare parts on hand.

• The field technicians are supported by a national parts and rework center located in Sydney, as well as regional parts centers across the country.