Support

NCR ATM Maintenance Services

Even the most sophisticated technology can face unexpected problems. NCR ATM Hardware Maintenance Services make sure those problems do not negatively impact your customer experience while helping protect your investment.

NCR’s best-in-class maintenance services do just that while driving a lower total cost of ownership and higher return on investment—all from a single provider.

With 130+ years of experience, NCR is a service partner who understands the critical nature of your business environment and what it takes to support it. NCR ATM Maintenance offers access to a worldwide network of people and technology, providing high-quality service and support to meet your individual business needs. In addition to supporting NCR self-service devices (ATM and ITMs), we also support a wide spectrum of multi-vendor products.

ATM Miscellaneous Services

ATM Installation
ATM De-Installation
ATM Transport and Relocation
24 x 7 Manned Technical Help Desk
Rollout of Software Patches across the network
Rollout of Hardware Upgrades across the ATM network
Environmental aspect.
Audit of ATM services provided to the bank by a different agency.
Training regarding to ATM operations and Do's & Don’ts to CRA/CIT Agencies and Custodians.
and any other special request from our customers

First Line Maintenance Service(FLM)

Branch staff cannot get to the ATM in time to clear a jam? Is the CiT taking too long to arrive? Is your ATM experiencing excessive downtime due to a simple cash or paper jam?

NCR First Line Maintenance (“FLM”) service solves basic service problems such as such as the clearing of jammed cards, cash and printer receipts, which do not require specialized parts or tools. By implementing this service, you can expect improved ATM uptime through the dependable resolution of basic service disruptions such as card, paper and currency jams.
First-line maintenance includes routine support, replacement and restocking of consumables such as paper and ink, and solving minor problems such as jams from currency, cards or paper.
This service ensures those issues do not become larger problems that may impact the quality of service your customers have come to expect.
• Preventive maintenance actions from a checklist supporting proactive and preventive activities during prescribed frequencies
• Remote resolution by a highly qualified Service Operations Center agent and call handling automation

Second Line Maintenance Service (SLM)

Maintain your investment by leveraging the experience, training and global knowledge brought directly to you by certified customer engineers and the infrastructure that supports them.

Second Line Maintenance (“SLM”) service provides the comprehensive support banks require to resolve HW and/or SW faults through the engagement of a customer engineer, leveraging innovative diagnostic tools for a deeper problem analysis and determination, replacing parts as required.

We offers a wide range of service level agreements to accommodate our customers.
Remedial hardware maintenance, replacement parts, FRO (Field Retrofit Order) service upgrades, engineering changes and more.
• Preventive maintenance actions from a checklist supporting proactive and preventive activities during prescribed frequencies
• Remote resolution by a highly qualified NCR Service Operations Center agent and call handling automation
.

Single Line Maintenance Service(Comprehensive)

Simplify your ATM maintenance operations and drive availability initiatives by deploying a cost-effective service methodology for the entire ATM.

Single Line Maintenance (“SLiM”) service combines First Line Maintenance (FLM) and Second Line Maintenance (SLM) respective services into a single offer that facilitates customer engagement on all activities related to hardware.

Includes all of the services of FLM and SLM, providing additional benefit through a single owner approach to operations
• Preventive maintenance actions from a checklist supporting proactive and preventive activities during prescribed frequencies.
• Remote resolution by a highly qualified Service Operations Center agent and call handling automation

Multi-vendor Maintenance Service

Multi-vendor Maintenance Service
Through a consolidated service vendor approach, you can expect less time in managing multiple providers, benefit from unified service levels, resulting in increased ATM availability.

NCR Multi-vendor Service Maintenance provides HW support for Other Equipment Manufacturers (“OEM”). This offer benefits from a single point of contact where financial institutions would like to benefit from a single supplier with deep industry knowledge to effectively manage a mixed vendor estate.

NCR has highly invested in developing diagnostic tools and technical documentation in order to provide the same level of service customers expect from our second line maintenance offer.

Customized SLiM Services

Complete SLM Services which are a part of our AMC contract, cover complete Second Level Maintenance (SLM) customizable for 24 x 7 or other service windows depending on the customer’s needs and the ATM’s placement and availability.
Besides, this category of service also includes :
Default one Preventive Maintenance check-up per quarter per terminal.
EJ Recovery / Copy Requirements which come up from time to time.