Post-Sales Support & Services flexible, scalable and reliable solutions / unmatched expertise

01 SUPPORT & SERVICES 5,500 employees 27M 170 termininals countries 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 Delivering unmatched expertise and support for your Ingenico smart terminals relationship with our s 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 s 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 your equipment-service needs. 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 s global focus. Ingenico Group continues to enjoy its status as the preferred POS partner of choice for major retailers, small and medium-sized merchants, financial institutions and banks globally. one of the most comprehensive, 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. 01 02

03 SUPPORT & SERVICES services Repair & Warranty Services Advance Replacement Services Distribution Deployment & Installation Services Help Desk Services BudgetCARE TotalCARE Kitting & Deployment Help Desk Level-1 Keeping your smart terminals performing flawlessly and without interruptions StandardCARE TotalCARE with Help Desk Field Installation & Exchange Help Desk Level-2 EasyCARE Field TotalCARE Distribution, Customization & Key Injection Asset Management Your company has made a significant investment in its network of payment devices. So keeping them up and running efficiently not only breeds and employee confidence, it helps drive increased sales and earnings potential. That s why Ingenico Group is pleased to provide the turnkey services you need to keep your smart terminals performing flawlessly and without interruption. Whether you own or lease your payment equipment, and no matter what industry you re in - banking, processing or retail - you can count on a comprehensive suite of Repair and Warranty, Advance Replacement, Help Desk and Installation services that maximize uptime. Select additional services from a full menu to create a customized package that uniquely fits your business needs. 03 04

05 SUPPORT & SERVICES / REPAIR AND WARRANTY repair & warranty services BudgetCARE 21 BUSINESS DAYS Breakdowns in out-of-warranty equipment cause unnecessary disruptions and unanticipated costs, driving the kind of uncertainty that most businesses find unacceptable. Because most s choose to supplement our standard manufacturer s warranty, Ingenico Group offers a range of extended warranty plans to help you minimize your risk while maximizing your comfort level. You ll also have online access to our U.S. Repair Portal, so you can request a Return Material Authorization (RMA) number anytime, day or night. Extend your standard one-year manufacturer s warranty for up to five years with coverage including a 21 business-day turnaround, so you ll be back in business as fast as possible. The extended warranty also includes: Parts and labor RMA help desk support Equipment repair Outbound shipping via ground Key injection Complete equipment diagnostics Hardware/software upgrades POS terminal warehouse / depot help desk location / replacement POS terminal / defective POS terminal repair center 05 06

07 SUPPORT & SERVICES / REPAIR AND WARRANTY StandardCARE 10 BUSINESS DAYS EasyCARE Extend your standard one-year manufacturer s warranty for up to five years with coverage including a 10 business-day turnaround, so you ll be back in business as fast as possible. The extended warranty also includes: In addition to our warranty packages, Ingenico Group offers a bumper-to-bumper accidental damage protection solution called EasyCARE. Paired with any of our warranties, this added protection covers all repairs with limitation of 50% on No Fault Found and abused devices. Parts and labor Equipment repair Key injection Hardware/software upgrades RMA help desk support Outbound shipping via ground Complete equipment diagnostics POS terminal warehouse / depot help desk location / replacement POS terminal / defective POS terminal repair center 07 08

09 SUPPORT & SERVICES / ADVANCE REPLACEMENT advance replacement services Ingenico Group s advance replacement service, TotalCARE, offers a rapid response to meet practically any hardware issue. Simply call to report a problem unit and, on the same day, our maintenance technicians will load, test and ship a replacement unit from owned dedicated spare pool. You can even customize TotalCARE to meet your specific business needs by adding Help Desk or field maintenance services. TotalCARE Looking for same-day advance replacement? TotalCARE includes all of the services in StandardCARE, plus overnight advance terminal replacement from owned spare devices in our repair center and inbound shipping for defective terminals. POS terminal repair center help desk location / replacement POS terminal / defective POS terminal 09 10

11 SUPPORT & SERVICES / ADVANCED REPLACEMENT TotalCARE with help desk To ensure the fastest repairs on your terminals and expert support for your employees, add one of our Help Desk options to your TotalCARE package. Your employees will appreciate having someone there to help, whether it s basic troubleshooting or more advanced issue resolution by experienced agents who know your equipment inside and out. Field TotalCARE Field TotalCARE builds on the TotalCARE offering with fast, on-the-spot repair or replacement of defective terminals a must for business-critical resources. repair center help desk help desk location POS terminal repair center help desk location / replacement POS terminal / defective POS terminal field service technician 11 12

13 PROCESS DESCRIPTION REPAIR AND RETURN SERVICE REPAIR & WARRANTY SERVICES ExtendedCARE StandardCARE TotalCARE ADVANCE REPLACEMENT SERVICES TotalCARE with Help Desk Field TotalCARE Help desk contact for the ingenico group warranty services Ingenico Group RMA portal access 24/7 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 s Outbound shipping paid by Ingenico Group Turnaround time Inbound shipping paid by Ingenico Group (Ground) Customer-owned/purchased spare pool management GROUND GROUND OVERNIGHT OVERNIGHT OVERNIGHT BUSINESS DAYS BUSINESS DAYS NEXT BUSINESS DAY NEXT BUSINESS DAY NEXT BUSINESS DAY 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 13 14

15 SUPPORT & SERVICES / DISTRIBUTION, DEPLOYMENT & INSTALLATION distribution, deployment & installation services 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 s, along with any specialized Ingenico Group or third-party accessories. kitting and deployment Different features are included in the kitting and deployment services packages, depending on if you select Standard or Customized Service: 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 s. Once they receive their equipment, s can contact the Ingenico Group Help Desk for a faster, easier installation. Customization (application load) Outgoing diagnostics via Repair Maintenance Software (RMS) Key injection Quality assurance Direct shipment to stores Standard accessories Standard packaging Customization (application load) Outgoing diagnostics via Repair Maintenance Software (RMS) Key injection Quality assurance Direct shipment to stores Ingenico Group and/or third-party accessories Customized packaging 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 15 16

17 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 hassle-free installation, simply send a request. Our project team will ensure your new equipment is customized, configured, shipped and installed, and previously installed equipment is returned all while keeping you updated at every step with automated alerts. A highly qualified field service technician ensures a quality installation so that your store is up and running with almost no downtime. Are you looking to upgrade your software on Ingenico smart terminals or have new keys injected? You can count on our distribution, customization and key injection services to meet your specific needs. Encryption key management and key injection are both mandatory for any electronic payment system utilizing debit keys. We are the key holder for the majority of processors and acquirers, and can deliver 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. 17 18

19 SUPPORT & SERVICES / ASSET MANAGEMENT asset management Paired with any of our Warranty or Advance Replacement programs, Ingenico Group s Asset Management solution is the simple and secure solution for estate-wide terminal and software management. With serialized asset tracking, realtime control over downloads and upgrades, and customized reporting, our Asset Management solution provides everything you need to remotely manage your enterprise-wide payment infrastructure. With Ingenico Group s Asset Management solution you benefit from First In First Out (FIFO) inventory management, and regular reporting if requested. Additionally, you can ensure environmentally-friendly disposition of end-of-life devices. Our system can be integrated with your transaction processing database or your inventory-tracking database, enabling realtime transparency and visibility into all of your critical information. Our customized asset management solution makes asset management streamlined, simple and secure for businesses of every size. 19 20

21 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 help desk level-1 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. L2 help desk level-2 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. 21 22

23 SUPPORT & SERVICES / NOTES NOTES 23 24

25 SUPPORT & SERVICES Improve 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: info.us@ingenico.com / www.ingenico.us 25 26