Ensuring Excellence, Extending Certainty

The turnkey support services to ensure payment availability, reliability and security

Office support
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Make the most out of your investment so you can focus on your core business.
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Benefit from unmatched service support and customised service packages to meet your specific business needs.
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Keep your investment up to date throughout the POS life cycle without any additional costs.
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Benefit from top level expertise and service support wherever you are.
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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

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Consulting Services

Presale consulting to pick & choose the right payment terminal and services for your business needs.

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Terminal Delivery

Terminals are delivered by post, ready for auto installation by the merchant.

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Ongoing Support

Call centre to meet all support needs all around the clock and field support to preserve business anytime.

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End-of-life

End to end service including terminal swaps, recycling and key destruction as requested by PCI standards.

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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 true true
Ingenico RMA portal access 24/7
Ingenico RMA portal access 24/7 true true
Creation of help desk ticket for replacement terminal
Creation of help desk ticket for replacement terminal true true
Detailed repair procedures applied to each defective terminal
Detailed repair procedures applied to each defective terminal true true
Outbound shipping paid by Ingenico info
Outbound shipping paid by Ingenico Ground true true
Turnaround time 10 business days
Turnaround time 10 business days true
Turnaround time 21 business days
Turnaround time 21 business days true

Advance replacement services

Total Care Total Care with Help Desk
Help desk contact for the customer
Help desk contact for the customer true true
Ingenico RMA portal access 24/7
Ingenico RMA portal access 24/7 true true
Creation of help desk ticket for replacement terminal
Creation of help desk ticket for replacement terminal true true
Detailed repair procedures applied to each defective terminal
Detailed repair procedures applied to each defective terminal true true
Outbound shipping paid by Ingenico info
Outbound shipping paid by Ingenico Overnight true true
Turnaround time info
Turnaround time Next business day true true
Inbound shipping paid by Ingenico (Ground)
Inbound shipping paid by Ingenico (Ground) true true
Customer-owned/purchased spare pool management
Customer-owned/purchased spare pool management true true
Asset management and tracking
Asset management and tracking true true
Logistics/freight optimization
Logistics/freight optimization true true
Detailed inventory reporting
Detailed inventory reporting true true
System integration via EDI feed over FTP/cloud services info
System integration via EDI feed over FTP/cloud services Optional true true
Monthly repair and SLA dashboard
Monthly repair and SLA dashboard true true
Help desk managed directly by Ingenico
Help desk managed directly by Ingenico true
Higher first call resolution rate
Higher first call resolution rate true
Decreased NFF (No Fault Found) rate
Decreased NFF (No Fault Found) rate true
Help desk trained with latest troubleshooting techniques
Help desk trained with latest troubleshooting techniques true
Increased uptime for Ingenico POS terminals
Increased uptime for Ingenico POS terminals true
Onsite troubleshooting and break-fix support info
Onsite troubleshooting and break-fix support Optional-available on FieldCare true
Onsite advance replacement service info
Onsite advance replacement service Optional-available on FieldCare true

Related resources

Distribution, Deployment & Installation Services
Repair and Warranty Services
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