Post-Sales Support & Services · 2017-02-17 · • Complete tracking information for all shipments • Unlimited number of devices per location • Detailed asset management per

Post-Sales Support & Servicesflexible, scalable and reliable solutions / unmatched expertise

DOCUMENT D’EXECUTIONINGENICO_CMJN.ai

INFORMATIONS GENERALES COULEURS UTILISEES APPROBATION

Client: INGENICODate : 10 DEC 2013

Utilisation: Impression quadri.Ne pas utiliser pour application écran.

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In the payments space, we know

that a key component in the

relationship with our customers

is the quality of the support and

speed of service we provide. At

Ingenico Group, we don’t take

that lightly. Not only do we

engineer the most advanced and

comprehensive hardware and

software solutions, but we’re also

known for helping our customers

maximize ROI with ongoing,

best-in-class post-sale services

and support. Our portfolio of

payment solutions is maintained

and supported by Ingenico Group

Services, a team of highly trained

and experienced technicians who

are ready to assist you with all

your equipment-service needs.

With 5,500 employees and an

installed base of 27 million

terminals in 170 countries,

Ingenico Group is the undisputed

leader in the global point of

sale (POS) terminal market—an

international presence that also

complements our customers’ global

focus. Ingenico Group continues to

enjoy its status as the preferred

POS partner of choice for major

retailers, small and medium-sized

merchants, financial institutions

and banks globally.

This market strength and stability

gives us the confidence to offer

one of the most comprehensive,

out-of-the-box manufacturer’s

warranties in the industry.

But we don’t stop there.

We back that warranty with a full

menu of services and support from

which you can choose to build your

own care package—one that meets

the most pressing needs of your

business.

Delivering unmatched

expertise and support

for your Ingenico

smart terminals

SUPPORT & SERVICES

ingenico group

01

5,500 employees

27M termininals

170 countries

0201

03

ingenico group services

SUPPORT & SERVICES

Your company has made a significant investment

in its network of payment devices. So keeping

them up and running efficiently not only breeds

customer and employee confidence, it helps drive

increased sales and earnings potential.

That’s why Ingenico Group is pleased to provide

the turnkey services you need to keep your

smart terminals performing flawlessly and

without interruption.

Whether you own or lease your payment

equipment, and no matter what industry you’re

in - banking, processing or retail - you can

count on a comprehensive suite of Repair and

Warranty, Advance Replacement, Help Desk and

Installation services that maximize uptime. Select

additional services from a full menu to create

a customized package that uniquely fits your

business needs.

Keeping your smart

terminals performing

flawlessly and without

interruptions

Repair & Warranty Services

Advance Replacement Services

Distribution Deployment & Installation Services

Help Desk Services

BudgetCARE TotalCARE Kitting & Deployment Help Desk Level-1

StandardCARE TotalCARE with Help DeskField Installation

& ExchangeHelp Desk Level-2

EasyCARE Field TotalCAREDistribution, Customization

& Key Injection

Asset Management

0403

05 SUPPORT & SERVICES / REPAIR AND WARRANTY

repair & warranty services Breakdowns in out-of-warranty equipment cause unnecessary disruptions and unanticipated costs,

driving the kind of uncertainty that most businesses find unacceptable. Because most customers

choose to supplement our standard manufacturer’s warranty, Ingenico Group offers a range of

extended warranty plans to help you minimize your risk while maximizing your comfort level.

You’ll also have online access to our U.S. Repair Portal, so you can request a Return Material

Authorization (RMA) number anytime, day or night.

customerwarehouse / depot

/ replacement ingenico group POS terminal

/ defective ingenico group POS terminal

customerhelp desk

ingenico grouprepair center

BudgetCARE 21BUSINESSDAYS

POS terminal customerlocation




customerhelp desk


BudgetCARE 21BUSINESSDAYS

POS terminal customerlocation

Extend your standard one-year manufacturer’s warranty for up to five years with coverage including

a 21 business-day turnaround, so you’ll be back in business as fast as possible. The extended

warranty also includes:

• Parts and labor

• Equipment repair

• Key injection

• Hardware/software upgrades

• RMA help desk support

• Outbound shipping via ground

• Complete equipment diagnostics

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POS terminal



customerhelp desk

customerlocation


StandardCARE 10BUSINESSDAYS


POS terminal



customerhelp desk

customerlocation


StandardCARE 10BUSINESSDAYS

Extend your standard one-year manufacturer’s warranty for up to five years with coverage including

a 10 business-day turnaround, so you’ll be back in business as fast as possible. The extended

warranty also includes:

StandardCARE

SUPPORT & SERVICES / REPAIR AND WARRANTY





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EasyCAREIn addition to our warranty packages, Ingenico Group offers a bumper-to-bumper accidental damage

protection solution called EasyCARE. Paired with any of our warranties, this added protection covers

all repairs with limitation of 50% on No Fault Found and abused devices.

• Parts and labor

• Equipment repair

• Key injection

• Hardware/software upgrades

• RMA help desk support

• Outbound shipping via ground

• Complete equipment diagnostics

0807

09



customerhelp desk


TotalCARE

customerlocation

POS terminal

Looking for same-day advance replacement? TotalCARE includes all of the services in StandardCARE,

plus overnight advance terminal replacement from customer owned spare devices in our repair center

and inbound shipping for defective terminals.

TotalCARE

SUPPORT & SERVICESSUPPORT & SERVICESSUPPORT & SERVICES / ADVANCE REPLACEMENT

advance replacement servicesIngenico Group’s advance replacement service, TotalCARE, offers a rapid response to meet practically

any hardware issue. Simply call to report a problem unit and, on the same day, our maintenance

technicians will load, test and ship a replacement unit from customer owned dedicated spare pool.

You can even customize TotalCARE to meet your specific business needs by adding Help Desk or field

maintenance services.





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11 SUPPORT & SERVICES / ADVANCED REPLACEMENT





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To ensure the fastest repairs on your terminals and expert support for your employees, add one of

our Help Desk options to your TotalCARE package. Your employees will appreciate having someone

there to help, whether it’s basic troubleshooting or more advanced issue resolution by experienced

agents who know your equipment inside and out.

TotalCARE with help desk



ingenico grouphelp desk

customerlocation


TotalCARE with help desk

POS terminal

Field TotalCARE builds on the TotalCARE offering with fast, on-the-spot repair or replacement of

defective terminals—a must for business-critical resources.

Field TotalCARE



ingenico grouphelp desk

customerlocation


Field TotalCARE

customerhelp desk

�eld servicetechnician

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13PROCESS DESCRIPTION

REPAIR & WARRANTY SERVICES

REPAIR AND RETURN SERVICE ADVANCE REPLACEMENT SERVICES

ExtendedCARE StandardCARE TotalCARETotalCARE

with Help DeskField TotalCARE

Help desk contact for the customer

Ingenico Group RMA portal access 24/7

Creation of help desk ticket for replacement terminal

Detailed repair procedures applied to each defective terminal

100% ECOs and R&D findings applied to all terminals (defective & no fault found). Continuous improvement and better ROI for customers

Outbound shipping paid by Ingenico Group GROUND

GROUND

OVERNIGHT

OVERNIGHT

OVERNIGHT

Turnaround time BUSINESS DAYS

BUSINESS DAYS

NEXT BUSINESS DAY

NEXT BUSINESS DAY

NEXT BUSINESS DAY

Inbound shipping paid by Ingenico Group (Ground)

Customer-owned/purchased spare pool management

Asset management and tracking

Logistics / freight optimization

Detailed inventory reporting

System integration via EDI feed over FTP / cloud services

Monthly repair and SLA dashboard

Help desk managed directly by Ingenico Group

Higher first call resolution rate

Decreased NFF (No Fault Found) rate

Increased uptime for Ingenico Group POS terminals

Help desk trained with latest troubleshooting techniques

Onsite troubleshooting and break-fix support

Onsite advance replacement service

ingenico

group

warranty

services

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15

Different features are included in the kitting and deployment services packages, depending on if you

select Standard or Customized Service:

Standard kitting and deployment service:

• Customization (application load)

• Outgoing diagnostics via Repair Maintenance Software (RMS)

• Key injection

• Quality assurance

• Direct shipment to stores

• Standard accessories

• Standard packaging

Customized kitting and deployment service:

• Customization (application load)

• Outgoing diagnostics via Repair Maintenance Software (RMS)

• Key injection

• Quality assurance

• Direct shipment to stores

• Ingenico Group and/or third-party accessories

• Customized packaging

• Dedicated project manager

• Customized reporting

• Prepaid return label (for exchanges)

• Upgrade of equipment returned (for exchanges)

• Certified destruction of returned equipment (for upgrades)

• Complete tracking information for all shipments

• Unlimited number of devices per location

• Detailed asset management per location

kitting and deploymentdistribution, deployment & installation servicesWhether you are deploying to a new location, upgrading an existing location, or performing an exchange, our specialized deployment services will customize your configuration and provide key injection, testing and 100% quality inspection. Your Ingenico smart terminals will then be shipped directly to your customers, along with any specialized Ingenico Group or third-party accessories.

Adding the enhanced option of Help Desk Services for a full turnkey solution, ensures complete satisfaction for you and your customers. Once they receive their equipment, customers can contact the Ingenico Group Help Desk for a faster, easier installation.

SUPPORT & SERVICES / DISTRIBUTION, DEPLOYMENT & INSTALLATION

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field installation & exchange

SUPPORT & SERVICES

If you need an exchange of payment terminals, along with an on-site field technician to perform a

hassle-free installation, simply send a request. Our project team will ensure your new equipment is

customized, configured, shipped and installed, and previously installed equipment is returned—all

while keeping you updated at every step with automated alerts. A highly qualified field service

technician ensures a quality installation so that your store is up and running with almost no downtime.

Are you looking to upgrade your software on Ingenico smart terminals or have new keys injected? You

can count on our distribution, customization and key injection services to meet your specific needs.

Encryption key management and key injection are both mandatory for any electronic payment system

utilizing debit keys. We are the key holder for the majority of processors and acquirers, and can deliver

fully-configured terminals with the latest keys and software for your Ingenico smart terminals.

To ensure outstanding service capabilities, Ingenico Group makes ongoing investments in maintenance

infrastructure, staff education and development, while continuing to utilize the most progressive policies

and procedures. With a dedicated maintenance facility in United States, which is regularly audited and

certified by all relevant regulatory organizations including PCI, processors and banks, Ingenico Group

is situated to handle large and complex issues with complete security. Our facilities are physically and

electronically secure, with redundant verification and data encryption. No other provider or third-party

repair service can offer this level of safeguards.

distribution, customization & key Injection

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asset management

SUPPORT & SERVICES / ASSET MANAGEMENT

Paired with any of our Warranty or Advance

Replacement programs, Ingenico Group’s Asset

Management solution is the simple and secure

solution for estate-wide terminal and software

management. With serialized asset tracking, real-

time control over downloads and upgrades, and

customized reporting, our Asset Management solution

provides everything you need to remotely manage

your enterprise-wide payment infrastructure.

With Ingenico Group’s Asset Management solution

you benefit from First In First Out (FIFO) inventory

management, and regular reporting if requested.

Additionally, you can ensure environmentally-friendly

disposition of end-of-life devices. Our system can be

integrated with your transaction processing database

or your inventory-tracking database, enabling real-

time transparency and visibility into all of your critical

information.

Our customized asset

management solution

makes asset management

streamlined, simple and

secure for businesses

of every size.

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21

help desk servicesResolve issues related to your Ingenico smart terminals in no time. Our tried-and-tested U.S.-based

Level 1 agents provide basic troubleshooting with fast escalation to Level 2 experts who have

firsthand knowledge of your equipment. Our agents can assist you in English or Spanish. Add this

option to your TotalCARE package for more comprehensive coverage.

help desk level-1

Level-1 Help Desk Specialists will get as much information from you as possible to help analyze

the symptoms and figure out the underlying problem. They’ll tap into our large knowledgebase

to help pinpoint solutions and resolve issues quickly. If issues are not resolved in a timely

manner, they are automatically escalated via our real-time tracking system to Level-2 agents.

help desk level-2

Seasoned Level-2 Help Desk Specialists have more in-depth knowledge and experience with your specific equipment, and can help resolve complex issues much more quickly. If issues

cannot be resolved, you’ll receive replacement equipment to minimize your downtime.

L1 L2L1 L2

SUPPORT & SERVICES / HELP DESK

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We are here to serve you.

To learn more about adding Ingenico Group Services to your payment solutions call us today

800.252.1140 or email us at: [email protected] / www.ingenico.us

Improve customer satisfaction

and business efficiencies with the

industry’s most flexible and reliable

payment services and support





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Ingenico Group North America, 3025 Windward Plaza, Suite 600, Alpharetta, GA 30005. ©2015 Ingenico Group, Inc. All Rights Reserved.

800.252.1140

[email protected]

www.ingenico.usDOCUMENT D’EXECUTION

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Documents

Post-Sales Support & Services · 2017-02-17 · • Complete tracking information for all shipments • Unlimited number of devices per location • Detailed asset management per