CUSTOMER SUPPORT

SMG

SERVICE AND MAINTENANCE GROUP

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

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 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.

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