Feature Request: Partner Access to POS System Logs for Cloud POS

Purpose:
Allow partner support teams (e.g., EMS/Kurv) to access POS application logs directly within the Cloud POS platform. This visibility would enable faster triage of software-related issues and more detailed escalation reports to Linga’s development team, shortening resolution times.

Current Limitation:

Partner teams currently lack access to POS system logs. When issues occur—such as app instability, missing transactions, or synchronization failures—we must submit a ticket and wait for Linga’s developers to extract and interpret logs. This often delays resolution by several days, even when the symptoms could be quickly identified from POS-level data.

Proposed Enhancement:

Provide authorized partner support users with read-only access to Cloud POS system/application logs through the partner portal or an API endpoint.

Key Requirements:

1. Scoped Access Control:

   • Access limited to merchants managed by the partner organization.

   • Read-only permissions only—no modification, deletion, or system control.

2. Log Categories Requested:

   • POS application logs (service events, exceptions, app restarts).

   • Communication logs between POS, peripherals, and backend services (API requests/responses, timeouts, sync failures).

   • Configuration and sync logs (menu updates, local cache status, data push/pull activity).

   • Database-related errors or transaction anomalies (for identification, not correction).

3. Filter & Search Capabilities:

   • Date/time range selection.

   • Merchant or device identifier filtering.

   • Keyword search by module, error code, or event type.

4. Export Options:

   • Ability to export logs for documentation and inclusion with escalations.

Value & Impact:

• Faster Issue Identification: Partner support can immediately pinpoint probable causes—such as sync failures, timeout patterns, or database access errors—without developer intervention.

• Better Escalation Quality: Log details give Linga’s dev team clearer diagnostic data, improving accuracy and reducing back-and-forth communication.

• Reduced Resolution Time: Streamlines triage for both teams, leading to quicker fixes and less downtime for merchants.

• Enhanced Merchant Experience: Shorter wait times and more informed responses during support interactions.

Example Use Case:

A merchant reports delayed transactions and missing receipts. With access to POS logs, our support team could detect repeated sync timeouts or database write errors, confirm the issue scope, and escalate to Linga with specific timestamps and error references—allowing the dev team to resolve it faster.