Tonic POS, sold & supported by Norvet

Discovery + pre-discovery call

Menu complexity, number of stations, hours of operation, payment volume, current POS, pain points, and buying motivation.

Merchant app verification

We collect and verify the merchant application — DBA, ownership, EIN, banking, processing statements, and licenses — so underwriting clears the first time.

Schedule site survey

Norvet field tech walks the site: cabling, network drops, Wi-Fi coverage, PoE availability, counter layout, and printer placement. Photos and measurements go into the build doc.

Hardware request

Based on the survey, we submit the hardware request — stations, handhelds, printers, KDS, cash drawers, and cabling — through the Tonic portal.

Sales portal — installation questionnaire

We complete the installation questionnaire in the Tonic sales portal: menu structure, tax rates, tip pools, service charges, operating hours, and printer/KDS routing.

Stage & prep hardware in-house

Every terminal, printer, and handheld gets built, imaged, and bench-tested in the Norvet shop before it ever touches the site. Serial numbers and MACs are logged.

In-house inventory

Hardware is tagged and parked in Norvet inventory with the customer name, install date, and site address. Nothing ships until staging is signed off.

FOH (Front-of-House) consult

We walk the counter, the line, and the table flow with the owner or GM. Button layouts, station routing, KDS assignments, and the ordering path all get mapped to how your team actually works.

Menu workflow

Categories, items, modifier groups, and 86-states are built in Tonic, then walked through end-to-end in a test order. Every modifier, every upsell, every "no onion" path is verified.

Price & taxes

Item pricing, service charges, gratuity rules, alcohol rates, take-out vs dine-in tax, and holiday overrides are configured and cross-checked against the current POS or paper menu.

Native integrations & staff roles

Tonic integrations we're turning on (Chowly, QuickBooks, HotSchedules, Restaurant365) are installed and tested. Staff roles and permissions are set up per employee — no shared PINs, no manager overrides without audit trails.

Verify anticipated go-live date

We lock the go-live date with the merchant: staffing plan, who trains the floor, who is on-site from Norvet, rollback criteria, and the 48-hour post-launch watch window.

Infrastructure validation

Final sweep of the merchant's network: circuit up, failover tested, firewall rules for Tonic cloud traffic, VLANs segmented, PoE budgets, printer subnets, Wi-Fi signal at every station. If anything flunks, we fix it before cutover — not during.

Back office training with merchant

Dedicated back-office session with the owner or GM: reporting, end-of-day close, refund workflows, tip payout, staff management, Tonic Cloud dashboards, and where to find each report.

Go-live validation

Full dry run against the built store: test orders across every category, payment path, printer route, and integration. Merchant signs off on the build before a single piece of hardware ships.

Ship hardware

Staged, imaged Versitech/Tonic hardware leaves Norvet inventory with tracked shipping. Serials are matched to the merchant record. Arrival is timed so the field tech is on-site to unbox.

Field Tech / PM / Assistant PM meeting

Install-day roles lock: field tech walks the physical install, the PM owns the go-live timeline, the Assistant PM handles the merchant-side comms. Everyone has the same runbook before wheels turn.

Travel arrangements

Flights, hotels, rental cars, and per-diem are booked for the install crew. Out-of-town installs get on the calendar with buffer — we do not cut over if the tech is still in an airport.

Hardware installation

Field tech unboxes, racks, and cables the staged hardware on-site. Printers are paired, KDS screens are mounted, handhelds are provisioned to Wi-Fi, and every terminal boots to the built store. Old system keeps running until the new one is green.

Go-live support

First shift on Tonic is actively supervised — field tech on the counter, PM on headset with the back office, and a dedicated Norvet support line standing by. Every 86, every refund, every weird order gets handled live.

Post go-live notes

Everything that surprised anyone on install day gets written down: menu corrections, printer routing tweaks, staff questions, edge-case workflows. Notes feed the merchant's ongoing runbook and sharpen the next install.

Following-day check-in

Scheduled call the next business day with the owner or GM: how did EOD go, any reports that looked off, any staff confusion, anything the tech missed. Issues get triaged before they turn into weekly complaints.

Internal review

PM, APM, and field service meet without the merchant on the call. Every milestone — M1 through M5 — gets scored green / yellow / red against the timeline, and every red item gets a root cause owner.

PM / APM / Field Service identify

Each role calls out what they saw from their angle. The PM sees scope and timeline slip, the APM sees merchant-side friction, the field tech sees hardware and site reality. Together they build one truthful picture.

Pain points — onboarding, installation, go-live

Every pain point is tagged to its phase (onboarding, installation, or go-live), assigned an owner, and given a target fix for the next deployment. The log feeds the Norvet operations runbook so we stop re-learning the same lessons.

Week-to-date follow-up meeting

Scheduled 30-minute meeting with the owner or GM, ~5 business days after go-live. Agenda: volume vs forecast, staff sentiment, issues logged, and anything new that surfaced on a full week of real business.

Recurring issues + action items

We pull the support-ticket log and flag anything that hit twice or more. Each recurring issue becomes a dated action item with an owner (Norvet or merchant), and nothing closes until the owner confirms resolution.

Additional training — FOH and/or BOH

If staff are fumbling the flow, we book targeted retraining — front-of-house for servers/cashiers, back-of-house for kitchen, or both. Training is booked in the same meeting, not punted.

Merchant follow-up form — "how did we do?"

We send the merchant a short follow-up form with ratings and open comments. Responses feed the internal review for the next install and show up in the Norvet post-deployment NPS number.

Month-to-date follow-up meeting

Scheduled meeting with the owner or GM at the ~30-day mark. We walk through the full month's sales reports, labor reports, payment reconciliation, and any Tonic integration usage. Anything off gets an owner and a date. This is also where we set the cadence for the ongoing account review.