AWS Outage Impacting Toast Systems (Offline Mode Checklist)

[katherine]

Hi Toast Community,

We are aware of a Third Party partner outage affecting multiple Toast Systems and are investigating. Your devices should automatically enter Offline Mode, allowing you to continue to place orders, print tickets and receipts, and take card payments. Until your connection is reestablished, please follow the steps in our offline mode checklist.

Subscribe to our system status page to receive real-time updates as we work to resolve the issue.

Katherine

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Update: We are beginning to see positive signs of recovery from our Third Party partner, and some Toast systems are beginning to operate normally. We are continuing work to bring systems back online. As you prepare to get back online, we recommend taking these recovery steps to help support a smooth transition.

[katherine]

This is correct. If employees are required to do shift reviews, they will be unable to clock out. Once the system is restored, shift reviews and clocks outs can be done. Shift reviews can still be completed later as long as it is within the same business week.

[LauraMarie]

we are not far from closing and will be unable to do shift reviews. Can you provide a checklist of what we need to do with each one of the servers. Collecting money, etc.

[katherine]

Shift reviews can be updated once the devices are back online. Currently the process will be manual consolidation until the system is restored. Shift reviews can be completed later as long as it is within the business week. Here are some Offline Mode best practices for employees during Offline Mode:

• Review your Open, Paid, and Closed orders in the Payment Terminal.
• For any orders that need to be updated, select one terminal and complete all orders on the same terminal. Inform your teammates not to make any edits or change those same orders in other terminals.
• Pay attention to order numbers, as they matter especially in Offline Mode. In Offline Mode, any new order that you take will have a number sequence that will begin in the thousands. In normal operations, orders will begin with the number One each day and numbers will go in sequential order. The Toast POS will pick a number arbitrarily in the thousands, and orders will begin with that new sequence.
• Save all of your order receipts for cash-out purposes.
• Save any merchant copies for credit card transactions just in case your manager needs them.

[swordfishkat]

What about servers who don’t use a cash drawer, they collect all of their own cash for payments and they are also paid out their credit card tips at the end of the shift. We’re a high volume place so it’s not unusual for a server to have 40 to 50 credit card transactions, and 70-80 total checks in a shift. How do I know what their cash owed to the restaurant versus their credit card tips is? do I have to physically go through every single transaction?

[LauraMarie]

I am in the same boat. However, my tips go on a tip card and I process them after the close of the day. I’m assuming I will not be able to process tips until this issue is resolved and shift reviews of course are completed. I told management to take each individual servers money, put it in a bank bag, seal it and have them sign it. Hopefully this will be resolved tomorrow and we can run the shift review with the Server present on opening the bag.