A Remote Management Solution for CUSTOMER

1. NCR RemoteVision A Remote Management Solution for CUSTOMER

2. Agenda • Why Kiosk Management? • NCR RemoteVision • Why NCR? NCR Confidential

3. Why Kiosk Management? Why does the Kiosk market need a different kind of service offer? • Unattended Kiosk in Remote Location • Traditional maintenance alone is inadequate • Lack of timely problem/failure reporting • Limited or no resources on site to check availability, detect low media... • Loss of Revenue Stream if system unavailable • Customer Dissatisfaction if Unavailable • Increased Traffic to Competition when Down NCR Confidential

4. What is RemoteVision? People Processes Tools Using a unique combination of people, processes, and tools, NCR delivers availability and other operational benefits to our customers in the form of tailored kiosk management services. • NCR RemoteVision: • reduces kiosk downtime, • improves kiosk availability and • increases management control. NCR Confidential

5. NCR RemoteVision:Key Solution Benefits • Free your scarce IT resources to focus on your business • Maximize your kiosk network availability • Provide increased management control • Provide access to world-class facilities • Disciplined financial management • Reduce the cost of delivering IT services • Increased customer satisfaction/retention = Increase kiosk return on investment NCR Confidential

6. Remote Resolution Diagnose Resolve / Escalate NCR Technical Support Specialist Electronic feed/fault • Automatic Fault detection & notification Customer Helpdesk 1st Line Maintenance • Fault diagnosis & Remote resolution NCR Customer Engineer 2nd Line Maintenance • Escalation to 3rd Parties Data Center/ App Software Provider Web Server / App Software Problem • Incident Tracking: from fault detection to closure • Monthly Problem Management Reports & Analysis Network Provider Network Problem Single point of accountability throughout incident How is NCR RemoteVision delivered? NCR Confidential

7. The Retail Platform SNMP Agent • 1. Key technology to make • products “remotely” manageable • 2. Enables access to • management Data: • Status / Error information • Configuration Information • Tally (“counter”) information NCR Confidential

8. NCR RemoteVision - Technology With our Agent View, it is easily understood as to what is wrong with the kiosk. In this example, the Paper is Out and details are shown. The Recommend Fix: Replace the Printer Roll NCR Confidential

9. NCR RemoteVision Scope of Service: Fault Management NCR Confidential

10. NCR RemoteVision Scope of Service: Performance Management NCR Confidential

11. NCR RemoteVision Scope of Service: Service Level Management • Assigned service level manager • The primary representative under the SLA, • The focal point for communications • Organizes the NCR service solution • Allocates resources • Acts as escalation point • Customer satisfaction • (Quarterly review meeting) • To analyze service activity and provide recommendations • Qualitative measurement of the service, • Service performance analysis, • Historical trending and proactive action plans Defined by a customised Service Level Agreement NCR Confidential

12. NCR RemoteVision: Service Level Agreement • Defines the mission of customer selected Kiosk Management Services • Describes in details the service delivered: • coverage hours; • services provided; • products supported; • resources for fault resolution (remote, third parties, customer expertise centers) • Describes requirements and responsibilities of both parties • Describes each of the processes • Defines the performance metrics to be achieved and the regular reporting required NCR Confidential

13. NCR RemoteVision Reports Trouble Ticket Detail Trouble Ticket Summary Outage & Availability NCR Confidential

14. How do you know if NCR RemoteVision is right for you? • When you experience: • Lack of IT personnel skilled in Help Desk and remote support • Remote network of kiosks without remote personnel • Increased end-user demand for availability • And you want the benefits of: • Maintaining control • Partner’s expertise NCR Confidential

15. Why Choose NCR for RemoteVision? Incidents Resolved within *SLA - 98% <2 hour resolution Avg. Availability +99.8% NCR Management Center Incidents Resolved Remotely–87% Network Analysts Tech Support Specialists State of the Art Network Management Center • Provide Remote Management for over 200,000 devices: • 170,000+ Self-Service devices • Network devices • Unix Servers • NT servers • NT workstations Certified Professionals *SLA = Service Level Agreement NCR Confidential

16. NCR RemoteVision • In addition to proactive monitoring of NCR EasyPoint terminals, RemoteVision also monitors: • Servers - Unix, Windows • Workstations - Windows • Network devices - switches, routers • Networked printers NCR Confidential

17. Why Choose NCR for RemoteVision? • Comprehensive Kiosk • Services Portfolio • Industry • Leadership - • Retail and Self- • Service • Experience • Strong • Services • Infrastructure • A Global • Reach • Support • Management • Record of • Success • Partnership • with leading • Mgmt Tool • providers NCR Confidential

18. Questions? Remote Management should be an integral componentof every remote kiosk. NCR Confidential