Hiro Live

Type: Mobile Application Layer: Merchant-Facing Audience: Laundry outlet operators / franchise owners

Description

Hiro Live is a self-service merchant portal app. It gives outlet operators direct visibility into their outlet operations, reducing their dependency on Hiro's support team for routine monitoring and status queries.

Core Purpose

• Provide merchants with real-time outlet and machine status monitoring
• Enable merchants to self-serve for routine operational information
• Reduce inbound communication volume between merchants and Hiro's support team
• Empower merchants to manage their outlets independently

Scalability Value

As Hiro grows its merchant base, Hiro Live directly controls support cost growth by shifting routine queries to self-service. Support overhead does not scale linearly with merchant count.

Capabilities

Hiro Live capabilities are view + activation only. Configuration changes (pricing, machine enable/disable, business hours) are not exposed to merchants — those remain Hiro-managed.

Base Capabilities (all merchants)

Capability	Notes
View sales	Real-time and historical
Activate a machine	Remotely start a wash cycle from the app

Advanced Capabilities (new Hiro Link + compatible machines)

When the outlet runs the newer Hiro Link generation on compatible machines, additional telemetry becomes available:

Capability	Notes
Per-machine live status	Idle vs busy state for each individual machine

Reports & Analytics

Report	Purpose
Historical sales trends	Sales over time (day / week / month)
Per-machine utilization	Usage frequency per machine, identifies under/over-used units
Peak hour analysis	Time-of-day demand patterns
Payout / balance records	Past payouts and pending balance

Multi-Outlet Support

A single merchant account supports viewing multiple outlets. Operators with several outlets do not need separate logins — they switch between outlets within the same Hiro Live account.

Refund Authority

By default, merchants cannot issue refunds through Hiro Live — refunds are handled by Hiro CS. However, individual merchants can request self-refund access as an exception, subject to a signed agreement acknowledging:

• Refunds are irreversible — once issued, the amount cannot be recovered
• Accidental refunds are the merchant's own liability — Hiro will not roll back mistakes

This opt-in model trades off convenience against risk, leaving the choice with the merchant.

Out of Scope (Not Available in Hiro Live)

These operations are intentionally not exposed to merchants and require contacting Hiro:

• Modifying machine pricing (pricing is set per group, configured by Hiro on merchant's instruction — see Pricing Model)
• Enabling / disabling individual machines (e.g. marking out-of-service)
• Setting outlet business hours
• Issuing refunds (except where opted in — see above)

Relationships

Hiro Live only communicates directly with Hiro Platform. It has no direct connection to Hiro Link — machine data is collected by the Platform and served to Hiro Live.

Connected Product	Relationship
Hiro Platform	Only direct connection. Pulls outlet and machine status data from Platform. Data richness depends on whether the underlying Hiro Link operates in protocol-based or pulse-based mode

Position

The window — merchants see their outlet without calling Hiro.