ATM Service & Maintenance Services – METAd2 IT & Consulting Services

We offer ATM Service & Management for NCR, Diebold and Hyosung ATMs

We offer training for the bank’s custodians in-order for them to carry out first line support
Such an arrangement of training custodians is to ensure the bank optimizes its costs of monthly maintenance of the ATMs
The training will be carried out at the Switch or customer premises depending on availability of Test machines for practical illustrations
Please note that we are in the process of registering this course at BQA to ensure that the bank can claim the training costs from their training levy

Customer calls requiring attention from our technicians will be attended to based on the SLA agreed
These support services will be chargeable to the customers and include cleaning, replacement of paper and ink for statement and journal printing
Dedicated warehouse with ATM consumables readily accessible as and when customer requires to service their fleet
Consumables include statement printers’ paper and ink, cleaning products for ATMs etc

The clearing of jams is the responsibility of the bank custodians and where a call is attended for clearing jams, this would be a chargeable call to the customer outside the SLA cost
Tracking of these calls will be done in terms of their frequency so that refresher courses are offered to the custodians
Unless a customer is on our ATMaaS solution, the costs for clearing jams will remain that for the customer account

We offer ATM Service & Management for NCR, Diebold and Hyosung ATMs

We operate a Service Desk using a system that records all interactions between Switch and the customer and allocates a reference number
Any call that is logged is categorized and all second line calls are attended by our technicians
To enhance the service, we give to our customers, we have a monitoring system that gives a 360° view of the health of the machine including cash management (see our Vision 360 solution)

We perform preventative maintenance for each ATM machine 2 times in a year which is recommended
This operation can also be performed based on the reporting from our Vison 360° solution which gives more insights into the health state of the machine
Our technicians are well trained to provide comprehensive services and are constantly undergoing training to ensure their mechanical and software skills are kept up-to-date

Switch operates a parts warehouse and test bays in Botswana
We keep a stock of parts of at least 10% of all parts on the ATM, that are included in the SLA we have signed with the customers
Our test bays are to assist our technicians perform 1st Level Part reworks and test for items such as card readers, journal printers etc
We are in the process of establishing a rework center for any brand of ATM that is in Botswana to reduce the cost and time of sending reworks to South Africa and overseas