FuelFACT Doc

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Support Framework

FuelFACT systems are designed to be modular in nature. They are expected to be used and supported with minimal expertise. The core components of the platform includes:

  • Forecourt Automation (FCA)
  • Wetstock Management (WSM)
  • Payments
These solutions rely on the following implementations:
  • Unmanned Mobile Payment Terminal (UMPT) which doubles as a Forecourt controller and attendant RFID scanner
  • Automated Tank Gauge (ATG) - Wired and Wireless
  • Mobile Application for end users and station primes
  • POS systems that communicate with the UMPT

Support Levels

3 Levels of Support exist in FuelFACT:
  • Level 1: Site Administrators/Technicians
  • Level 2: Remote Technical Support
  • Level 3: Engineering Support
FuelFACT provides training to site technicians for installing FuelFACT systems. These training cover the following areas:
  • Installation and maintenance of FuelFACT UMPT
  • Installation and maintenance of FuelFACT External Controller
  • Installation and maintenance of Outdoor Router
  • Installation and maintenance of ATG
Each site/station is to be assigned Level 1 primes. These primes can be the merchant's resources. Equipment to be installed at sites, are shipped to the site to be received and handled by the Level 1 support prime. When a replacement is required, the parts for the replacement will be shipped to the sites to be received and handled by the Level 1 support prime. Replaced parts are to be returned to FuelFACT for troubleshooting and repairs. The station manager or his designate will be responsible for reporting issues in the system. FuelFACT alerts and alarm systems will be sending notifications to the Level 1 support primes. The first support contact will be the Level 1 primes for each site. Issue reporting from Level 1 prime should include the following:
  • Brief description of what happened
  • The equipment identifier (Terminal 1, Tank 1 etc)
  • Pictures or Videos describing the fault
The above can be captured using the Support Tool in FuelFACT Mobile app or Whatsapp. All issue treated by Level 1 primes must be reported. This is important for reliability analysis and quality control

When the Level 1 support prime is not able to address the issue, it is to be escalated to the Level 2 prime. Level 2 prime is to provide support via video conferencing. When possible, the Level 2 prime can also remotely login to the affected system to troubleshoot and diagnose the problem. The response time for the Level 2 support is 24hrs

All issues not resolveable by the Level 2 primes are to be escalated to the Level 3 primes; who can use the methods above to troubleshoot and diagnose the problem. The response time for Level 3 support is 48hrs.


Since FuelFACT systems are modular in nature, there is an expected zero downtime for a site. The following design considerations address the issue of operations downtime and data loss:
  • All terminals in a pump use a 12V industrial power supply that is connected to pump's power supply
  • All terminals also have battery that provide at least 2hours of power after outage
  • All terminals don't go out at the same time
  • Terminals and consoles have internal memory that stores data for at least 1 month
  • When internet is down, terminals and consoles continue to provision over connected systems while storing business/operations data locally. When internet is restored, system syncs data to the portal
  • System status is indicated in the various FuelFACT monitoring tools

System Onboarding and Access

Each FuelFACT system has its own configuration. A Demo mode is also available to allow test of FuelFACT systems. However, for the systems to be used in operation, they must be configured properly.

The best practice is to prepare the systems in the lab before shipping to site. The following software setup are applicable to fully activate a system:
  • Load Operating System: When system is malfunctioning, a system wipe may be necessary
  • Load FuelFACT Firmware: Firmware can be downloaded from FuelFACT repository or sent to Level 1 prime's email
  • Configure system resolution when necessary
  • Onboard system: The site preparation needs to be completed in the portal (server). When this is done, the branch code and system naming convention can be used to onboard all the systems. The parameters include:
    • Terminal/Device name: AAA-BBB-CCC-NN (AAA=Merchant code; BBB=Branch code: CCC=Device type code; NN=Device number)
    • Device Password: Provided to the Level 1 prime
    • Branch Code: AAA-BBB
  • When changes are available for a system, it will be applied automatically after the system obtains the changes and restarts. Some changes apply automatically
  • A manual sync can also be used to apply changes
  • When a system is synced, all the parameters required to work on the system will be downloaded and applied. They include but are not limited to:
    • Device serial numbers
    • Protocol
    • Wifi and Bluetooth Credentials
    • Number of Decimal places for price, preset volume, preset amount, dispensed volume, dispensed amount
    • Node addresses and channels for communicating with external systems, such as pumps and controllers
    • Branch Code
    • Employee credentials for access
Note that it is not possible to tamper with any parameter in FuelFACT systems without having undesirable results. For instance, changing the price will result in all transactions using the new price. This will also be reported in the various portals. Also disabling the systems means data will not be pushed to the cloud and system will be reported as disabled to the various monitoring tools in the mobile app and portal.
FuelFACT systems will periodically sync the configurations with what is in the cloud.

System Operation

Only authorized users can access FuelFACT systems. However, given that FuelFACT systems also supports self-service, the following level of access are available in FuelFACT systems:
  • System Admin
  • Change Price: Prices can also be changed remotely from the mobile app or Portal
  • Operator
To access a FuelFACT system, a user is required to scan his/her card and enter the password. Meanwhile for certain operations like self-service payments, FuelFACT terminals will use the authorization instructions from the server to set access for user.
  • When Cash payment is selected, operator is to be fully authenticated
  • when a user payment fails, user will not get access to FuelFACT terminal if other Payment methods are selected

Telemetry and Data Collection

FuelFACT systems capture operational and health data with timestamps for the following purposes:
  • Transactions
  • Events:
    • Nozzle Lifts
    • Pump User interactions
    • Terminal-Pump interactions
    • State changes
    • Power Outages
    • Network Outages
Transaction data is kept permanently on the server. Other logs are kept in the terminals/consoles and called from the server when needed. The logs are also periodically removed from the terminals.

Return Material Authorization (RMA)-Hardware Repair/Replacement

All non-conforming or defective FuelFACT hardware in the field, must be returned to FuelFACT for repair or replacement. An RMA number is required n order to return a FuelFACT equipment. If an RMA numberis issued, it is valid for 45 days from the date of issuance.

Requests for returns or replacement of FuelFACT parts/equipment can be performed using the Service Request Tool in FuelFACT Mobile application. Each issue is expected to be managed with a service request. As part of the disposition/resolution of the service an equipment replacement may be required. FuelFACT Support team will select Replace Equipment option as the Corrective Action. FuelFACT Support will then provide additional details including shipping instructions, for resolving the issue raised in the service request
Site administrator, technician of business support prime is to follow the insructions in the ticket for returning the part or equipment to FuelFACT. Instruction could be preparation of part or equipment for pick up by designated FuelFACT courier or information for shipping addresses where the equipment/part can be dropped off for shipmen to FuelFACT