Server outages happen often at the front desk. The trained staff knows to transition from digital to manual.

But, the key is in timing. When should they switch. Switch too soon, and effort is wasted if the system comes back. Delay too long, and customers get frustrated waiting.

The push to go manual is low as data must be re-entered later. So, even after the switch, should they keep checking intermittently if the system is working again, or just ditch it entirely.