SANDSTAR

Technical Support

Standard Operating Procedure

Technician & AI Support Agent Reference Guide

CONFIDENTIAL — FOR INTERNAL USE ONLY

1. Purpose & Scope

This Standard Operating Procedure (SOP) defines the processes, guidelines, and reference material for Sandstar technical support technicians and the AI support agent. It covers the full lifecycle of Sandstar smart cooler support: from initial activation and onboarding through deployment, day-to-day troubleshooting, and escalation.

1.1 Who This Document Applies To

1.2 Supported Products

• ARK Smart Cooler
• VRK Smart Cooler
• SRK Smart Cooler
• Habco Smart Cooler
• True CVM (CVM27, CVM13, CVM11)

1.3 Supported Platforms

• VMS — Vending Management System (https://vms-us.sandstar.com/)
• OPS — Operator Portal (https://prod-ops-us.sandstar.com/)
• WeVend
• Cantaloupe S1U2
• Apriva S1U2
• Seed Markets
• Seed Live
• Stripe QR Code
• Vendsoft

2. Activation & Onboarding

Before a Sandstar machine can process transactions, the operator must be fully onboarded across all relevant platforms. The table below summarizes standard onboarding timelines.

2.1 Sandstar Account Activation SOP

1. Confirm that the Purchase Order (PO) has been received and processed.
2. Create merchant and user accounts in both VMS and OPS.
3. Configure platform settings and payment onboarding links.
4. Send the operator a notification email with the payment onboarding link and VMS/OPS account confirmation.
5. Allow 48-72 hours for full account creation to complete.
6. Verify the operator can log in to VMS (https://vms-us.sandstar.com/) and OPS (https://prod-ops-us.sandstar.com/).

2.2 Machine Activation & Go-Live SOP

Once the machine is physically installed and the operator account is fully set up, follow these steps to bring the machine online and verify it is ready for transactions.

1. Power on the machine and allow it to complete its startup sequence.
2. Verify that the machine is showing as online in VMS and OPS. If it does not appear online, work through the following steps in order:
3. Activate the SIM card through the Sandstar portal, or verify that the existing SIM is active and correctly provisioned.
4. If the SIM is confirmed active but the machine remains offline, ask the operator to perform a full reboot. A reboot can kick-start the SIM service and restore connectivity.
5. If the machine is still offline after a reboot, poor cellular signal at the site is the likely cause. The operator should connect a wired ethernet cable to the port on the back of the machine. If the site has Wi-Fi but no ethernet run, a Wi-Fi-to-Ethernet adapter is an acceptable alternative.
6. Note: Depending on the site's network environment, firewall rules or port allowances may need to be adjusted before the machine can communicate with Sandstar's systems. Coordinate with the site's IT team if necessary.
7. Once the machine is confirmed online, check VMS and OPS for any error messages or alerts. If the POS screen is displaying an error, the operator should document it and report it to Sandstar technical support immediately.
8. Review the operator's payment onboarding status. Confirm that a payment method has been configured and that a valid preauthorization amount is set on the machine in VMS (Machine Authority > Machines > Edit).
9. Conduct an end-to-end payment test. The operator should complete a live transaction to confirm: the machine accepts payment, the door unlocks correctly, the AI identifies the product(s) taken, and the transaction settles properly.

2.3 Cantaloupe SEED POS Activation

Before a SEED machine can process transactions, the Cantaloupe POS must be activated and linked to the correct market configured in Seed. Follow the steps below at the machine's physical touchscreen.

Step 1 — Access the Admin Panel

Tap the top-left corner of the screen (where the circle is illustrated) 10 times in quick succession. When prompted, enter the password: 3944. This can be performed even if an error message is currently displayed on the screen.

Step 2 — Open Machine Settings

Once inside the admin panel, tap Machine Setting at the bottom of the page.

Step 3 — Initiate Activation

Tap Activate Vending Machine at the top of the page to begin the activation process.

Step 4 — Select the Market

Tap the dropdown to reveal the list of markets configured in Seed. Select the correct market for this machine.

Step 5 — Confirm

Tap Confirm at the bottom of the screen to complete activation. The machine is now linked to the selected Seed market and ready for transactions.

3. Deployment

3.1 Hardware Specifications

3.1.1 Smart Coolers

3.1.2 True CVM Specifications

3.2 Unboxing Procedures

3.2.1 ARK Unboxing

Video Reference: https://youtu.be/AGVBhxZx_4c

1. Gather required tools before beginning.
2. Carefully cut all strapping and remove outer cardboard.
3. Remove foam packing inserts and protective film.
4. With at least two people, carefully tip the unit upright.
5. Install leveling feet and verify the unit is stable on all four corners.
6. Inspect for shipping damage before powering on.
7. Plug into a NEMA 5-15P outlet and confirm the unit powers on.

3.2.2 VRK Unboxing

Video Reference: Contact Sandstar Support for the VRK unboxing video link.

1. Follow the same general procedure as ARK unboxing.
2. Note that the VRK is heavier (443 lbs crated) — ensure adequate manpower and equipment.

3.2.3 SRK Unboxing

Video Reference: Contact Sandstar Support for the SRK unboxing video link.

1. Follow the same general procedure as ARK unboxing.
2. The SRK does not include a video display — do not attempt to configure video settings.

4. Preauthorization & Transaction Logic

4.1 What Is Preauthorization?

A preauthorization is a temporary hold placed on the consumer's card to confirm sufficient funds exist before the cooler door is unlocked. The hold value is set by the operator in VMS under: Machine Authority > Machines > Edit (Actions column).

4.2 Preauth Best Practice Guidelines

4.3 How to Set Preauthorization in VMS

1. Log in to VMS at https://vms-us.sandstar.com/
2. Navigate to Machine Authority > Machines.
3. Click Edit under the Actions column for the target machine.
4. Enter the preauthorization amount.
5. Save changes.

4.4 General Transaction Flow

1. Consumer presents card or scans QR code at the payment terminal.
2. System checks preauthorization: verifies sufficient funds and places a hold.
3. If preauth succeeds, the cooler door unlocks.
4. Consumer selects product(s) and closes the door.
5. AI computer vision recognizes items removed and builds the cart.
6. Transaction settles and the consumer's card is charged for items taken.
7. If a wrong product is recognized, the consumer can report a wrong order at checkout. The transaction is flagged, reviewed, and corrected before settlement.

4.5 Wrong Order / Refund Process

Consumer-Reported Wrong Order

1. Consumer selects 'Report Wrong Order' at end of transaction.
2. Transaction is flagged for review and additional AI evaluation.
3. Cart is corrected; the correct item is charged during settlement.
4. A corrected receipt is issued to the consumer.

Operator-Initiated Refund

1. Log in to the payment portal for this account (WeVend, Cantaloupe S1U2, Apriva S1U2, or Stripe).
2. Locate the transaction and initiate a refund.
3. Reference the initial onboarding documentation for payment-portal-specific instructions.

5. Health & Safety Temperature Lockout

5.1 System Overview (ARK, VRK, SRK)

Each Sandstar cooler contains an electronic temperature control system that continuously monitors internal air temperature using a calibrated digital sensor.

5.2 Lockout Behavior

When temperature exceeds 41F for more than 30 consecutive minutes:

• The vending mechanism is DISABLED - consumers cannot open the door.
• Screen displays: TEMP FAULT - SERVICE REQUIRED
• An alert is generated in the OPS Alarm Details page.
• An event log records the time, duration, and temperature of the fault.

5.3 Health Safety Lockout - Technician SOP

Step 1: Identify the Alarm

1. Log in to OPS at https://prod-ops-us.sandstar.com/
2. Navigate to the Alarm Details page and identify the temperature fault.
3. Note the time and duration of the fault event in the log.

Step 2: Inspect the Cooler

1. Physically inspect the cooler for the cause of the temperature exceedance.
2. Verify the internal temperature has dropped below 41F and remained stable for at least 10 minutes.
3. If temperature has not recovered, do not attempt to reset - investigate the cooling system first.

Step 3: Reset the Lockout

1. Once temperature is confirmed stable below 41F for 10+ minutes, proceed to OPS.
2. Navigate to Alarm Details for the affected machine.
3. Resolve/dismiss the temperature fault alarm.
4. Confirm the vending mechanism reactivates and screen returns to normal.
5. Document the incident: cause, duration, resolution, and corrective action taken.

5.4 Field Testing Procedure - Automatic Shutoff Verification

Use this procedure to verify the automatic shutoff control is functioning correctly.

Required Tools

• Calibrated digital thermometer or thermocouple
• Stopwatch or timer
• Access to the controller interface or diagnostic display

Test Procedure

1. Confirm the cooler is in normal vending mode and internal temperature is at or below 41F.
2. Disable refrigeration or open the door until temperature rises above 41F.
3. Begin timing once temperature exceeds 41F.
4. After 30 minutes, verify that the vending mechanism is disabled: attempt a card tap or QR scan - the door should NOT unlock.
5. Confirm that an alarm appears in the OPS Operator App.
6. Verify that the event log has recorded the fault.
7. Restore refrigeration and allow temperature to fall below 41F.
8. Wait 10 minutes, then confirm the system auto-resets.
9. Confirm vending mechanism reactivates and screen indicator clears.

6. Support Contacts & Escalation Matrix

6.1 Third-Party Escalation Contacts

7. Frequently Asked Questions

7.1 General Information

Q: What are the temperature ranges for the cooler?

The ARK cooler regulates temperature between 33F and 44F.

Q: What are the ARK cooler dimensions?

Internal (W x D x H): 24.6 x 27.9 x 64.8 in. External (W x D x H): 28.6 x 31.2 x 80.6 in.

Q: How many products can fit in the cooler?

The ARK cooler can hold up to 384 drinks total (336 x 20oz bottles). CV technology allows flexible planogram configuration.

Q: Do products need to be placed in specific lanes?

No. Sandstar's AI technology provides full flexibility on product placement.

Q: Does the ARK cooler support video playback?

Yes. The ARK has a high-quality LED display supporting native video playback at 1920 x 540 resolution.

Q: What do I do when I am ready to activate my machine?

Once the machine is at its final location and powered on, email support@sandstar.com with the unit serial number. This initiates SIM activation and health system checks. Allow 24-48 hours for completion.

7.2 Pricing & Payment

Q: How do I set product pricing?

Pricing is managed in VMS and OPS under the Planogram Management sections. Refer to the VMS/OPS guides for full instructions.

Q: What payment methods are accepted?

This depends on the payment provider. PAX does NOT accept Amex or Discover, but DOES accept pre-paid cards. Cantaloupe does NOT accept pre-paid cards.

Q: How can a consumer correct a wrong order?

At the end of the transaction, the consumer can select 'Report Wrong Order.' The transaction is flagged, reviewed by AI, the cart is corrected, and the correct charge is applied. A corrected receipt is issued.

Q: How are refunds processed?

Operators process refunds through their payment portal (WeVend, Cantaloupe S1U2, Apriva S1U2, or Stripe). Refer to the onboarding documentation for the specific payment processor.

Q: What is preauthorization and how do I view it?

Preauthorization is a temporary card hold placed at the start of each transaction to confirm sufficient funds. The hold value is set by the operator in VMS under Machine Authority > Machines > Edit.

7.3 Account & System Access

Q: Do I need an account to manage my machines?

Yes. During onboarding, operators receive access to Sandstar VMS, OPS, and the payment portal.

Q: When will my account be created?

After the Purchase Order is received, allow 48-72 hours. You will receive an email with a payment onboarding link and VMS/OPS confirmation once complete.

Q: How do I access VMS and OPS?

VMS: https://vms-us.sandstar.com/ — OPS (mobile): https://prod-ops-us.sandstar.com/ — Both share the same credentials.

Q: I forgot my VMS/OPS password. What do I do?

Contact your merchant account administrator to reset your password. If you are the merchant administrator, contact support@sandstarsupport.zendesk.com.

Q: Can multiple users access VMS and OPS?

Yes. Operator accounts with merchant manager permissions can create additional user accounts. For additional merchant manager accounts, contact support@sandstarsupport.zendesk.com.

Q: How do I contact support?

Email: support@sandstarsupport.zendesk.com. Include your company name, machine serial number (if applicable), and a full description of the issue.

8. Case-by-Case Troubleshooting Guide

This section provides step-by-step troubleshooting procedures for specific issue categories. Additional categories will be added as procedures are developed.

8.1 Internet Connectivity Issues

Use this procedure when a machine is reported as offline, is displaying a 'Weak Network' or 'Device Offline' error, or when VMS/OPS shows the machine as disconnected.

Step 1 - Confirm the Problem

1. Ask the operator to check VMS and OPS and confirm the machine shows as 'Offline' or is not appearing in the machine list.
2. Ask if any error codes are displayed on the machine's POS screen. Note any codes for cross-reference with Section 9.
3. Ask if this is a new installation or a machine that was previously online.

Step 2 - Check Physical Connections

1. Instruct the operator to locate the onsite router or network switch.
2. Check that the ethernet cable running from the router to the machine's Jupiter unit is firmly seated at both ends.
3. Verify that the WAN port lights on the router are blinking - this indicates active traffic. If the lights are off or solid, the router itself may be offline or the port may be faulty.
4. If a different ethernet port is available on the router, have the operator swap the cable to a new port.

Step 3 - Reboot the Machine

1. Have the operator power-cycle the machine by unplugging it from the wall outlet, waiting 30 seconds, and plugging it back in.
2. Allow 2-3 minutes for the machine to fully restart and reconnect.
3. Check VMS/OPS to see if the machine comes back online.

Step 4 - Check SIM / Cellular Connectivity

1. If the machine relies on cellular (SIM-based) connectivity and there is no ethernet cable connected, verify the SIM card is active in the Sandstar portal.
2. If the SIM is active but the machine is still offline, poor cellular signal at the location is the likely cause.
3. Recommend connecting a wired ethernet line to the back of the machine. If the site has Wi-Fi but no available ethernet run, a Wi-Fi-to-Ethernet adapter is an acceptable alternative.

Step 5 - Check for Firewall or Network Restrictions

1. If the machine is on a corporate or managed network, ask the operator whether the site has a firewall or IT-controlled network policy.
2. Inform the operator (or site IT team) that the machine requires outbound internet access to communicate with Sandstar's systems. Request that they whitelist Sandstar's domains or open the required ports.
3. If firewall rules cannot be adjusted at the site, escalate to Sandstar Support for network configuration guidance.

Step 6 - Escalate if Unresolved

1. If all steps above have been completed and the machine remains offline, collect the following and escalate to Sandstar Support:
2. Company name and machine serial number
3. Error codes displayed on POS screen
4. Type of connectivity (cellular / ethernet / Wi-Fi adapter)
5. Steps already attempted and their outcomes
6. Site network setup (corporate network, firewall, etc.)

8.2 Seed Planogram Issues

Use this procedure when products are not being recognized by the machine, items are not appearing for purchase, or when planogram changes made in Seed are not reflected on the machine.

Step 1 - Verify the Product Exists in Sandstar VMS

Before making any changes in Seed, confirm the product is properly set up in Sandstar's system.

1. Log in to VMS at https://vms-us.sandstar.com/
2. Navigate to Product > Products and search for the product by name.
3. Review the product's Collect Status. A status of 'Collected' means the AI has been trained to recognize this product and it is ready to be sold.
4. If the product exists and shows 'Collected' status, copy the product barcode and proceed directly to Step 2.
5. If the product does not exist in VMS, or its status is not 'Collected', the product must be trained before it can be added to a Seed planogram. Proceed to Step 1b.

Step 1b - Train a New or Uncollected Product (If Required)

Complete this step only if the product was not found in VMS or does not have 'Collected' status.

1. Watch the product training video: https://youtu.be/KKFleqq6EB4
2. Follow the steps in the video to photograph and train the new product in Sandstar VMS.
3. After training is complete, return to Product > Products in VMS and confirm the product now shows 'Collected' status.
4. Copy the product barcode from VMS. This exact barcode must be used in Seed.

Step 2 - Add the Product Barcode in Seed

With the barcode confirmed in VMS, update the product record in Seed.

1. Log in to the Seed platform and navigate to the relevant market.
2. Locate the product that needs to be updated in the Seed planogram.
3. Add the exact barcode copied from VMS to the product record in Seed. The barcode must match precisely — any mismatch will prevent recognition.
4. Save the product record.

Step 3 - Sync the Planogram from Seed to the Market

After updating the product in Seed, the planogram must be explicitly synced to push changes to the machine.

1. In Seed, navigate to the market associated with the machine.
2. Initiate a planogram sync to push the updated planogram to the market.
3. Confirm the sync completes without errors before proceeding.

Step 4 - Wait for the Machine to Update

Planogram changes propagate to the machine automatically after syncing, but require time to process.

1. After syncing, wait up to 10 minutes for the planogram update to reach the machine.
2. After 10 minutes, ask the operator to attempt a test transaction with the updated product to confirm it is being recognized correctly.
3. If the product is still not recognized after 10 minutes, power-cycle the machine and wait an additional 5 minutes before retesting.
4. If the issue persists after a reboot, escalate to Sandstar Support with the following details: company name, machine serial number, the product name and barcode, and confirmation that the planogram sync was completed in Seed.

Note: Additional troubleshooting categories will be added to this section. Contact Sandstar Support to submit a new category for inclusion.

9. Error Code Reference

Use this table as the primary reference for diagnosing and resolving error codes. Always attempt the listed resolution before escalating to Sandstar Support.

10. Common Issues Quick Reference

10.1 POS / Payment Issues

10.2 Hardware Issues

10.3 Software / Connectivity Issues

11. AI Support Agent - Operating Instructions

This section is the primary operating guide for the Sandstar AI support agent. All responses must adhere to these guidelines.

11.1 Core Behavior Rules

11.2 Decision Tree - Incoming Support Request