CUSTOMER SUPPORT

SMG

SERVICE AND MAINTENANCE GROUP

SERVICES OFFERED

1ST LINE MAINTENANCE

  • Replenishment of Receipt Papers
  • Resolution of Transaction Receipt Jam
  • Removal of Card Jam
  • Retrieval of captured cards and surrender to the nearest Client branch
  • Escalation of incidents related to Second Line Maintenance (“SLM”) when required

2ND LINE MAINTENANCE

  • Preventive Maintenance
    • maintenance of the EQUIPMENT in satisfactory operating condition by providing for systematic inspection, detection, and correction of incipient failures
  • Corrective Maintenance
    • includes repair, restoration or replacement of components, provide that the EQUIPMENT is subject to normal use and fair wear and tear

ATM PARTS

  • ATM SPARE PARTS
    • Dispenser Modules (stacker/presenter, xtractor/pick module, shutter), EPP, Monitor, Printer, Cassettes
  • UPS and ATM Consumables
    • Uninterrupted power supply, Thermal receipt paper etc.
  • Anti-Fraud Devices
    • TMD, EPP cover, ATM Cameras

ITC HELP DESK

(8:30 AM to 5:30PM): 8813-3002 local 121
(Globe) 0917 126 7002 / 0917 126 6919
(Smart) 0998 840 6440
24 x 7 including holidays

WHY GET ATM MAINTENANCE?

  • Increase ROI
  • Increase service life
  • Enhance brand image
  • Improve customer service

WHY GET ITC ATM SERVICES?

  • Trained and competent service engineers (trainings done locally and in abroad for NCR, Diebold and GRG atms)
  • All engineers are organic and direct employees of ITC
  • They are strategically deployed in key areas and with nationwide coverage
  • Low Customer Engineer (CE) to ATM ratio (1:16)
  • Maintains adequate parts with parts depot in Makati, Pasig, Iloilo and CDO locations
  • In-house call receive and dispatch with 24×7 operations
  • Service reports and regular service updates are provided to clients
  • Support available not only in atm hardware but also in software