Post-Sales Support & Services
flexible, scalable and reliable solutions / unmatched expertise
01
SUPPORT & SERVICES
ingenico group
5,500
27M
170
In the payments space, we know
and experienced technicians who
This market strength and stability
that a key component in the
are ready to assist you with all
gives us the confidence to offer
relationship with our customers
your equipment-service needs.
one of the most comprehensive,
employees
Delivering unmatched
expertise and support
for your Ingenico
smart terminals
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
01
termininals
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
countries
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.
POS partner of choice for major
retailers, small and medium-sized
merchants, financial institutions
and banks globally.
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03
SUPPORT & SERVICES
ingenico group services
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 Desk
Field Installation
& Exchange
Help Desk Level-2
EasyCARE
Field TotalCARE
Distribution, Customization
& Key Injection
Keeping your smart
terminals performing
flawlessly and without
interruptions
Asset Management
Your company has made a significant investment
Whether you own or lease your payment
in its network of payment devices. So keeping
equipment, and no matter what industry you’re
them up and running efficiently not only breeds
in - banking, processing or retail - you can
customer and employee confidence, it helps drive
count on a comprehensive suite of Repair and
increased sales and earnings potential.
Warranty, Advance Replacement, Help Desk and
That’s why Ingenico Group is pleased to provide
the turnkey services you need to keep your
smart terminals performing flawlessly and
without interruption.
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Installation services that maximize uptime. Select
additional services from a full menu to create
a customized package that uniquely fits your
business needs.
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05
SUPPORT & SERVICES / REPAIR AND WARRANTY
DOCUMENT D’EXECUTION
INGENICO_CMJN.ai
INFORMATIONS GENERALES
BudgetCARE
BudgetCARE
/ process
repair & warranty services
COULEURS UTILISEES
APPROBATION
BUSINESS
DAYS
Client: INGENICO
Date : 10 DEC 2013
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Breakdowns in out-of-warranty equipment cause unnecessary disruptions and unanticipated costs,
Extend your standard one-year manufacturer’s warranty for up to five years with coverage including
driving the kind of uncertainty that most businesses find unacceptable. Because most customers
a 21 business-day turnaround, so you’ll be back in business as fast as possible. The extended
choose to supplement our standard manufacturer’s warranty, Ingenico Group offers a range of
warranty also includes:
extended warranty plans to help you minimize your risk while maximizing your comfort level.
• Parts and labor
• RMA help desk support
You’ll also have online access to our U.S. Repair Portal, so you can request a Return Material
• Equipment repair
• Outbound shipping via ground
Authorization (RMA) number anytime, day or night.
• Key injection
BudgetCARE / process
• Hardware/software upgrades
POS terminal
customer
warehouse / depot
POS terminal
BUSINESS
• Complete equipment diagnostics
21 DAYS
customer
help desk
customer
warehouse / depot
customer
location
customer
help desk
customer
location
/ replacement ingenico group POS terminal
/ defective ingenico group POS terminal
/ replacement ingenico group POS terminal
/ defective ingenico group POS terminal
ingenico group
repair center
ingenico group
repair center
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06
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SUPPORT & SERVICES / REPAIR AND WARRANTY
DOCUMENT D’EXECUTION
INGENICO_CMJN.ai
INFORMATIONS GENERALES
StandardCARE
StandardCARE
/ process
10
EasyCARE
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APPROBATION
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Extend your standard one-year manufacturer’s warranty for up to five years with coverage including
In addition to our warranty packages, Ingenico Group offers a bumper-to-bumper accidental damage
a 10 business-day turnaround, so you’ll be back in business as fast as possible. The extended
protection solution called EasyCARE. Paired with any of our warranties, this added protection covers
warranty also includes:
all repairs with limitation of 50% on No Fault Found and abused devices.
• Parts and labor
• RMA help desk support
• Equipment repair
• Outbound shipping via ground
BUSINESS
• Complete equipment diagnostics
10
StandardCARE / process
• Key injection
• Hardware/software upgrades
minal
BUSINESS
DAYS
COULEURS UTILISEES
Client: INGENICO
Date : 10 DEC 2013
customer
warehouse / depot
POS terminal
customer
help desk
customer
warehouse / depot
DAYS
customer
location
customer
help desk
customer
location
/ replacement ingenico group POS terminal
/ defective ingenico group POS terminal
/ replacement ingenico group POS terminal
/ defective ingenico group POS terminal
ingenico group
repair center
ingenico group
repair center
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08
09
SUPPORT & SERVICES / ADVANCE REPLACEMENT
DOCUMENT D’EXECUTION
INGENICO_CMJN.ai
INFORMATIONS GENERALES
COULEURS UTILISEES
APPROBATION
Client: INGENICO
Date : 10 DEC 2013
advance replacement services
TotalCARE
Ingenico Group’s advance replacement service, TotalCARE, offers a rapid response to meet practically
Looking for same-day advance replacement? TotalCARE includes all of the services in StandardCARE,
any hardware issue. Simply call to report a problem unit and, on the same day, our maintenance
plus overnight advance terminal replacement from customer owned spare devices in our repair center
technicians will load, test and ship a replacement unit from customer owned dedicated spare pool.
and inbound shipping for defective terminals.
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You can even customize TotalCARE to meet your specific business needs by adding Help Desk or field
maintenance services.
TotalCARE / process
POS terminal
ingenico group
repair center
customer
help desk
customer
location
/ replacement ingenico group POS terminal
/ defective ingenico group POS terminal
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SUPPORT & SERVICES / ADVANCED REPLACEMENT
DOCUMENT D’EXECUTION
INGENICO_CMJN.ai
INFORMATIONS GENERALES
COULEURS UTILISEES
TotalCARE with help desk
Field TotalCARE
To ensure the fastest repairs on your terminals and expert support for your employees, add one of
Field TotalCARE builds on the TotalCARE offering with fast, on-the-spot repair or replacement of
our Help Desk options to your TotalCARE package. Your employees will appreciate having someone
defective terminals—a must for business-critical resources.
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 / process
ingenico group
repair center
ingenico group
help desk
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Field TotalCARE / process
ingenico group
repair center
POS terminal
APPROBATION
Client: INGENICO
Date : 10 DEC 2013
customer
help desk
ingenico group
help desk
customer
location
customer
location
/ replacement ingenico group POS terminal
/ defective ingenico group POS terminal
field service
technician
/ replacement ingenico group POS terminal
/ defective ingenico group POS terminal
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REPAIR & WARRANTY SERVICES
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PROCESS DESCRIPTION
REPAIR AND RETURN SERVICE
ADVANCE REPLACEMENT SERVICES
BudgetCARE
StandardCARE
TotalCARE
TotalCARE
with Help Desk
Field TotalCARE
GROUND
GROUND
OVERNIGHT
OVERNIGHT
OVERNIGHT
BUSINESS DAYS
BUSINESS DAYS
NEXT BUSINESS DAY
NEXT BUSINESS DAY
NEXT BUSINESS DAY
Help desk contact for the customer
Ingenico Group RMA portal access 24/7
ingenico
group
warranty
services
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
Turnaround time
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
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SUPPORT & SERVICES / DISTRIBUTION, DEPLOYMENT & INSTALLATION
distribution, deployment &
installation services
kitting and deployment
Whether 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.
Different features are included in the kitting and deployment services packages, depending on if you
Standard kitting and deployment service:
Customized kitting and deployment service:
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.
• Customization (application load)
• Customization (application load)
• Outgoing diagnostics via Repair
Maintenance Software (RMS)
• Outgoing diagnostics via Repair
Maintenance Software (RMS)
• Key injection
• Key injection
• Quality assurance
• Quality assurance
• Direct shipment to stores
• Direct shipment to stores
• Standard accessories
• Ingenico Group and/or third-party accessories
• Standard packaging
• Customized packaging
select Standard or Customized Service:
• 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
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SUPPORT & SERVICES
field installation & exchange
distribution, customization
& key Injection
If you need an exchange of payment terminals, along with an on-site field technician to perform a
Are you looking to upgrade your software on Ingenico smart terminals or have new keys injected? You
hassle-free installation, simply send a request. Our project team will ensure your new equipment is
can count on our distribution, customization and key injection services to meet your specific needs.
customized, configured, shipped and installed, and previously installed equipment is returned—all
Encryption key management and key injection are both mandatory for any electronic payment system
while keeping you updated at every step with automated alerts. A highly qualified field service
utilizing debit keys. We are the key holder for the majority of processors and acquirers, and can deliver
technician ensures a quality installation so that your store is up and running with almost no downtime.
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.
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SUPPORT & SERVICES / ASSET MANAGEMENT
asset management
Our customized asset
management solution
makes asset management
streamlined, simple and
secure for businesses
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Paired with any of our Warranty or Advance
With Ingenico Group’s Asset Management solution
Replacement programs, Ingenico Group’s Asset
you benefit from First In First Out (FIFO) inventory
Management solution is the simple and secure
management, and regular reporting if requested.
solution for estate-wide terminal and software
Additionally, you can ensure environmentally-friendly
management. With serialized asset tracking, real-
disposition of end-of-life devices. Our system can be
time control over downloads and upgrades, and
integrated with your transaction processing database
customized reporting, our Asset Management solution
or your inventory-tracking database, enabling real-
provides everything you need to remotely manage
time transparency and visibility into all of your critical
your enterprise-wide payment infrastructure.
information.
of every size.
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SUPPORT & SERVICES / HELP DESK
help desk services
Resolve 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.
L1
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L1
L2
L2
help desk level-1
help desk level-2
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.
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.
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SUPPORT & SERVICES / NOTES
DOCUMENT D’EXECUTION
INGENICO_CMJN.ai
INFORMATIONS GENERALES
NOTES
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COULEURS UTILISEES
APPROBATION
Client: INGENICO
Date : 10 DEC 2013
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SUPPORT & SERVICES
DOCUMENT D’EXECUTION
INGENICO_CMJN.ai
INFORMATIONS GENERALES
COULEURS UTILISEES
APPROBATION
Client: INGENICO
Date : 10 DEC 2013
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Improve customer satisfaction
and business efficiencies with the
industry’s most flexible and reliable
payment services and support
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
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800.252.1140
DOCUMENT D’EXECUTION
INGENICO_CMJN.ai
INFORMATIONS GENERALES
COULEURS UTILISEES
Client: INGENICO
Date : 10 DEC 2013
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[email protected]
www.ingenico.us
APPROBATION
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Ingenico Group North America, 3025 Windward Plaza, Suite 600, Alpharetta, GA 30005. ©2015 Ingenico Group, Inc. All Rights Reserved.