ATM First Line Response Services

By utilizing Alert Inc.’s ATM First Line Response Services the bank is able to maximize the profitability of their ATMs. ATMs are in service during weekends, holidays, and after business hours. Customer service is enhanced with ATMs that do not remain out of service for extended periods of time. Additionally, the bank removes the liability of having their employees return to the branches when they are closed to bring an ATM back in service.

First Line Response Services can be provided either on an after business hour basis (includes weekends and holidays) or the services can be provided on 24 hour basis, 7 days a week.

First Line Services include:

• Non-technical repairs: paper, card and currency jams
• Emergency replenishment of receipt paper, audit paper or disks, inking kits and ribbons
• Contacting the hardware maintainer, when necessary, and coordinating machine access
• Unlimited downtime with the hardware maintainer on all technical calls that take place after business hours, weekends and holidays in accordance with the bank's contract with the hardware maintainer
• Maintaining contact with network services on problems with the ATMs to render a quick resolution eliminating unnecessary downtime
• Maintain written and oral communication with bank management to inform them of ATM and network problems that result in excessive and unnecessary downtime

First Line Response Services are provided by Alert's team of personnel who have extensive experience working with a variety of ATMs. Their experience allows them to provide fast, quality service ensuring your ATM is back in service in a timely manner. Alert's fault response time (from the time the call is received by Alert from Bank's ATM network service) is generally measured in minutes, not hours or days as it is with some vendors.