Ensuring Excellence, Extending Certainty
The turnkey support services to ensure payment availability, reliability and security
Make the most out of your investment so you can focus on your core business.
Benefit from unmatched service support and customised service packages to meet your specific business needs.
Keep your investment up to date throughout the POS life cycle without any additional costs.
Benefit from top level expertise and service support wherever you are.
Unmatched expertise and a network of qualified experts
We take care of payment availability, reliability and security to ensure your business runs smoothly.
We deliver the turnkey services needed to keep your fleet performing flawlessly, without interruption. Regardless of the industry you’re in - banking, processing or retail, you can count on our comprehensive suite of services.
Scalable and customisable solutions
throughout the POS lifecycle
Consulting Services
Presale consulting to pick & choose the right payment terminal and services for your business needs.
Terminal Delivery
Terminals are delivered by post, ready for auto installation by the merchant.
Ongoing Support
Call centre to meet all support needs all around the clock and field support to preserve business anytime.
End-of-life
End to end service including terminal swaps, recycling and key destruction as requested by PCI standards.
Video
Support Services Package
We provide clients a unique set of door-to-door services, delivering solutions with customised configurations to all geographies and markets. Your initial investment in terminals are preserved throughout the life cycle regardless of age or technology.
Turnkey services to fit your merchant needs
With its unique geographic footprint, you can count on us to provide a comprehensive suite of services, backed by an unmatched expertise and network of qualified experts.
| Standard Care | Extended Warranty | |
|---|---|---|
| Help desk contact for the customer | ||
| Help desk contact for the customer |
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| Ingenico RMA portal access 24/7 | ||
| Ingenico RMA portal access 24/7 |
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| Creation of help desk ticket for replacement terminal | ||
| Creation of help desk ticket for replacement terminal |
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| Detailed repair procedures applied to each defective terminal | ||
| Detailed repair procedures applied to each defective terminal |
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Outbound shipping paid by Ingenico
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Outbound shipping paid by Ingenico
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| Turnaround time 10 business days | ||
| Turnaround time 10 business days |
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| Turnaround time 21 business days | ||
| Turnaround time 21 business days |
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| Contact sales | ||
Advance replacement services
| Total Care | Total Care with Help Desk | |
|---|---|---|
| Help desk contact for the customer | ||
| Help desk contact for the customer |
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| Ingenico RMA portal access 24/7 | ||
| Ingenico RMA portal access 24/7 |
|
|
| Creation of help desk ticket for replacement terminal | ||
| Creation of help desk ticket for replacement terminal |
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|
| Detailed repair procedures applied to each defective terminal | ||
| Detailed repair procedures applied to each defective terminal |
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Outbound shipping paid by Ingenico
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Outbound shipping paid by Ingenico
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Turnaround time
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Turnaround time
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| Inbound shipping paid by Ingenico (Ground) | ||
| Inbound shipping paid by Ingenico (Ground) |
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| Customer-owned/purchased spare pool management | ||
| Customer-owned/purchased spare pool management |
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| Asset management and tracking | ||
| Asset management and tracking |
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| Logistics/freight optimization | ||
| Logistics/freight optimization |
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| Detailed inventory reporting | ||
| Detailed inventory reporting |
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System integration via EDI feed over FTP/cloud services
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System integration via EDI feed over FTP/cloud services
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| Monthly repair and SLA dashboard | ||
| Monthly repair and SLA dashboard |
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| Help desk managed directly by Ingenico | ||
| Help desk managed directly by Ingenico |
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| Higher first call resolution rate | ||
| Higher first call resolution rate |
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| Decreased NFF (No Fault Found) rate | ||
| Decreased NFF (No Fault Found) rate |
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| Help desk trained with latest troubleshooting techniques | ||
| Help desk trained with latest troubleshooting techniques |
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| Increased uptime for Ingenico POS terminals | ||
| Increased uptime for Ingenico POS terminals |
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Onsite troubleshooting and break-fix support
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Onsite troubleshooting and break-fix support
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Onsite advance replacement service
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Onsite advance replacement service
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| Contact sales | ||
Related resources
Project Management
Distribution, Deployment & Installation Services
Repair and Warranty Services
