Delivering Payment Innovations EVERLINK ATM EXPRESS Increase efficiency and decrease headache with Everlink s comprehensive and customizable ATM managed services program PRODUCT OVERVIEW VERSION 2.9
CONTENTS INTRODUCTION... 3 MAJOR SERVICE COMPONENTS... 4 ATM Hardware... 4 First Line Maintenance (FLM) Services... 5 Second Line Maintenance (SLM) Services... 6 Currency Management... 7 Armoured Car Carrier Performance Management... 8 ATM Status Monitoring with Service Management... 9 Consumables Purchase... 11 Client Services... 12 ATM Software Maintenance and Operating System Update... 13 Endpoint Protection Monitoring... 15 Critical System Protection Monitoring (future service)... 16 Marketing Screens Distribution... 18 Marketing Campaign Management (premium service)... 19 Additional Services Upon Request... 21 SUGGESTED SERVICE BUNDLES... 22 Page 2
INTRODUCTION is a comprehensive and customizable ATM managed services program designed to maximize the efficiency of client ATM networks and minimize the associated administrative efforts. This end to end solution allows you to focus on your core business activities while we provide the expertise and technology required to efficiently support your self service channel. By outsourcing your ATM operations to Everlink you will receive clear accountability for service level adherence, access to continuous improvement programs and noticeable efficiency gains. A Future Proof Solution In addition to receiving your existing transaction sets and functionality, allows new features and functions to be delivered quickly and cost effectively. These features include: General marketing screens Targeted one to one marketing campaigns New anti skimming technology Remote diagnostics and repair features Endpoint protection security information and event management also includes the foundation software for the introduction of deposit automation / cheque imaging, as well as video teller assist functionality and even card less cash access (aka mobile cash access). Clear Upfront Cost Advantage The initial costs of ATM ownership can be significant. Everlink clients can reduce the upfront financial outlay by leveraging a monthly payment model that allows you to diffuse the cost over an extended period. By adopting as your managed service model you can relieve your branch staff from much of the work associated with ATM management, resulting in reduced infrastructure and operational investment costs or at the very least an increased staff focus on your core business. Additionally, includes an integrated incident management and real time proactive monitoring platform that can reduce the incidence of fraud and maximize uptime / availability. Page 3
MAJOR SERVICE COMPONENTS ATM Hardware reduces the stress associated with owning and operating an ATM fleet through a comprehensive managed services plan that offers various types of full function ATMs, cash dispenser ATMs and in lobby terminal (ILT) units to fit your business needs. High capacity hardware capable of handling high transaction volumes. Maximized availability models to ensure member cash needs are met. Advanced anti skimming technology to protect your members and their card information. Advanced dispenser mechanisms to detect and prevent fraud. Hard disk encryption to ensure security of data and comply with PCI requirements. EMV and Payment Network certified hardware. The newest ATM software on Windows 7 OS platform. A variety of critical ATM hardware implementation tasks are managed as part of including: Staging of the ATM ATM freight to branch Removal of existing ATM Freight to remove existing ATM Disposal of existing ATM New ATM installation ATM connections to production environment Page 4
First Line Maintenance (FLM) Services provides you with First Line Maintenance to ensure smooth operations of your self service channel. FLM services for reactive onsite operations and technical support activities include: Responding to all ATM service calls upon automated dispatch or customer notification. Clearing simple jams caused by malfunctions. Cleaning sensors, exterior surfaces, and performing the immediate area clean up. FLM services for proactive onsite operations and technical support activities include: Testing and checking print quality of receipts and deposit envelopes. Reporting any site conditions that require 3rd party escalation (i.e. property management company, alarm company, electrical). Checking enclosures and locks for serviceability and reporting any issues. Reporting any signage or decals that are not in good condition. Performing light duty cleaning of exterior terminal fascia and cleanup of debris in the general terminal area. Clearing simple machine jams (i.e. receipt printer, card, depositor, dispenser) caused by machine malfunctions. Performing functional tests to bring terminals online. FLM services for post activity onsite operations and technical support activities include: Notifying client of any terminal vandalism. Reporting to the client any alarm conditions that affect serviceability. Using internal escalation processes to escalate Second Line Maintenance (SLM) repair. Page 5
Second Line Maintenance (SLM) Services provides you with Second Line Maintenance to maximize the performance and availability of your self service channel. SLM services for reactive onsite operations and technical support activities include: Responding to all ATM service calls upon automated dispatch or customer notification. Diagnosing any fault and/or error condition. Installing parts as needed. SLM services for proactive onsite operations and technical support activities include: Implementing engineering changes as convenient (e.g. changes intended to enhance or simplify the performance, reliability or serviceability of equipment). Checking enclosures and locks for serviceability and report issues to service desk. Replenishing standard consumable items including receipt paper, printer paper, printer ribbon cartridges, and envelopes. Testing and checking print quality of receipts and deposit envelopes. Reporting any site conditions that require 3rd party escalation (i.e. property management company, alarm company, electrical). Performing light duty cleaning of exterior terminal fascia and cleanup of debris in the general terminal area. Clearing simple machine jams (i.e. receipt printer, card, depositor, dispenser) caused by machine malfunctions. Performing functional tests to bring terminals online. Performing a quality checklist that includes inspection, cleaning and minor adjustments. SLM services for post activity onsite operations and technical support activities include: Notifying client of any terminal vandalism. Reporting any signage or decals that are not in good condition to customer. Reporting any alarm conditions that affect serviceability and report issues to customer. Page 6
Currency Management ATM currency management (aka forecasting) is a balancing act. Not enough cash in your terminals leaves customers dissatisfied and frustrated, but more cash than you really need can cost an institution thousands of dollars in annual interest charges and lost revenue. If you re tired of walking that tightrope, Everlink has the answer includes an industry leading Currency Management solution. Our comprehensive, software based solution is designed to track, log and analyze the physical movement of cash across your ATM network for more efficient management of cash levels at critical points. Monitor and forecast cash demands based on terminal specific data. Reduce costly out of cash occurrences. Use cash more profitably for increased revenue. Provide a centralized source for ATM replenishment information. Manage monitoring of daily cash levels, automated alerts and cash orders. Better Management Through Reporting The Currency Management solution employs a proven software technology that builds trend analysis through continual tracking of both transaction activity and cash usage. The system takes information from three essential process elements: customer requirements, operations activities and deliverables/output, and analyzes them to produce results driven reporting information. Far beyond cash forecasting, ATM Currency Management provides schedules for cash orders and armored delivery, balances and reconciles ATMs and vaults and optimizes currency supply versus supply costs. From there, we work with our supplier partners for deployment within the cash replenishment process. Sustained Savings Over Time With Currency Management, we can help reduce costly "emergency" trips to replenish ATMs through predictive scheduling of cash replenishment. As a result, we can optimize your overall cash levels and allow you to continually benefit from the revenue gained from using your cash more profitably. Furthermore, Currency Management goes to work for you instantly so you can realize immediate savings. There is no hardware investment, and our team of self service specialists manages all maintenance, upgrades and interfacing services. ATM Currency Management is designed to be a perfect fit for financial institutions with single ATMs, or for those with an established network. Whatever your situation, we can customize the service to meet your needs. Page 7
Armoured Car Carrier Performance Management With Armoured Car Carrier (ACC) Performance Management, Everlink provides the following services: Identify and manage missed replenishment via daily Exception Report. Manage deposit pick up time requirements and missed activity. Manage vendor reported issues and escalate for service resolution. Manage carrier paperwork. Manage emergency cash tickets. Distribute and manage Settlement procedures and ensure ACC compliance. Coordinate and manage install/de install activity with the Vendor Branch. Conduct initial physical cash loss investigation for items over threshold. Additional Options Armoured Car Carrier service is available as an additional optional service as per client request. We are in the process of investigating a Cash Supply Service. Page 8
ATM Status Monitoring with Service Management In today's business climate, operating with extreme efficiency while delivering consistent customer satisfaction is an ongoing challenge. The Monitoring Solution delivers a powerful availability management solution that helps strengthen operational efficiencies through comprehensive management of corrective and proactive actions at the self service channel. The Monitoring Solution takes charge of the entire self service network availability cycle boosting uptime and reducing failed customer interactions. Actively and effectively keeping the ATM fleet up and running also enables institutions to deploy new customer pleasing functionality, creating a more memorable self service experience. Availability Management in Action Everlink's Monitoring Solution delivers 24/7 ATM status monitoring and notification, remote diagnostics and ATM failure resolution. In a simplified scenario, Monitoring Solution receives a problem status from the ATM. This information e.g. the ATM is out of cash is analyzed in a business process management environment, where a detailed, unique workflow, based on the details of the specific problem, is built. This workflow enables the right team or system to immediately act, remotely troubleshooting the root cause, diagnosing it and taking immediate corrective action to repair the problem. The Monitoring Solution completely automates ATM fleet availability management business processes, preventing the need to perform unnecessary manual actions. Problem Resolution Begins Within Seconds With the Monitoring Solution, when a problem is detected, an automated notification and escalation process immediately routes fault calls to the predetermined contact, reducing incidences of lost or ignored trouble calls. Once the call is received, remote diagnostics can begin within minutes, not hours. These diagnostics determine a root cause that can often enable the terminal to be remotely repaired. If a technician must be dispatched, the Monitoring Solution can provide valuable information to the technician, significantly decreasing troubleshooting, repair time and ATM downtime. Through customer defined protocols for the escalation process, the Monitoring Solution manages the entire break/fix call process, coordinating all tasks within a problem resolution flow that offers consistent, repeatable and manageable resolution processes, providing feedback information for corrective and proactive actions. This capability greatly improves firsttime fix rates, while reducing the need for service calls overall. The Monitoring Solution can perform remote diagnostics at any time not just when there's a problem so ATMs can undergo "health checks" based on more accurate failure analysis to determine real time reliability. Page 9
Intelligent Reports Guide Business Decisions With continuously monitoring, recording and storing real time data, Everlink's solution generates intelligent data reports that provide measures for all tasks allowing management of problems, processes and process improvement. Over time and through trend recognition, institutions can transition from an inefficient eventdriven process to a predictive maintenance model. In addition, the development of customized workflows can automate predetermined processes or activities when a specific terminal state is detected, increasing problem resolution consistency and efficiency. Further helping reduce downtime, predicting ATM malfunctions enables institutions to schedule pre emptive, and nonemergency maintenance. ATM Monitoring Solution Service Summary Monitoring of ATM status messages solicited from the terminal driver/switch interface. Monitoring of supply statuses (paper roll and currency/banknote) and providing notification and escalation. Creating trouble tickets. Notification via online interfaces, pager, fax, e mail, or voice. Trouble ticket updates based on service provider s acknowledgement. Trouble ticket escalation, when necessary cash according to predefined rules. Trouble ticket closure upon notification that the terminal has been returned to service. Historical web based reporting of all ATM incidents and availability. Maintaining and updating of the status monitoring system. Page 10
Consumables Purchase Everlink will work with client to order the following necessary consumables (depending on the ATM model): Ribbons Receipt paper Ink Cartridges ATM Standard Deposit Envelopes (No Image or Deposit Image) Page 11
Client Services enables clients to adopt a true end to end ATM solution. From deploying the latest technologies to managing accounting and maintenance services, Everlink comprehensively handles the tasks necessary to keep your self serve channel at the highest possible availability level. The Everlink National Client Support Centre (NCSC) provides secure ATM status monitoring and problem resolution, enabling you to deploy a cost effective solution that helps strengthen operational efficiencies that frees resources thereby allowing you to focus on your core business. As part of Everlink ATM Express, Everlink offers a dedicated team that delivers: Expert ATM Service Management through a single point of contact (SPOC). Greater efficiencies with proactive remote monitoring and automatic dispatch of service calls. Timely tracking and reporting of ATM usage, cash utilization and other vital statistics. This front line, SPOC and overall client relationship management strategy provides clients with toll free service and support 24 hours a day, 7 days a week, and 365/366 days a year. The NCSC has and continues to identify, streamline and automate processes and best practices methodologies to enhance client satisfaction and experiences, all the while further improving first call resolution. NCSC Services Include: Issue resolution Device adds, moves and changes Perform Problem and Incident Management Perform Device/Communication Monitoring, Fault Identification and Dispatching (via Automated toolsets, email & phone channels) Perform Technical trouble shooting, identification, triage/diagnosis, fault resolution and escalation. Perform Network, Security Event Monitoring and Support Perform transaction inquiry and investigations Perform Customer notifications and updates according to service terms Contact for Field Staff, 3rd Party Vendors and Suppliers Page 12
ATM Software Maintenance and Operating System Update For any financial institution, the security of its self service software environment is a top priority. Your customers rely on you to provide secure, reliable transactions. With ATM Software Maintenance and Operating System Update, you can be assured of timely delivery of software patches to address security vulnerabilities as well as demanding regulatory audits. Initiating Software Maintenance and Operating System Update services provides much needed stability for critical software patch deployment and ensures system wide updates. Everlink's ATM Software Maintenance and Operating System Update services answer the call for new processes and technologies that are necessary to meet the changing dynamics of the financial industry. Relieve External Pressures Ongoing industry regulations and new requirements for communications and security interfaces between IT systems can be overwhelming and costly. Add the increasing potential for internal and external attacks on your enterprise system and the pressure multiplies. In fact, financial institutions have experienced a nearly 20 percent increase each year since 2004 in costs associated with additional security software, and that number is expected to rise. Everlink's ATM Software Maintenance and Operating System Update will help control your operating costs while minimizing the external and internal vulnerabilities of your software environment with a solution that meets the demands of customers and regulatory agencies alike. Uninterrupted Service ATM Software Maintenance and Operating System Update services can help maintain your ATM functionality, performance and availability while improving it through the deployment of software enhancements and new. It also reacts quickly to unknown security breaches or system contamination. The services work behind the scenes, downloading, validating and installing the latest Microsoft operating system security patches with no interruption to your channel's service and operations. It automates management of Windows security patches. In addition, the Operating System Update service allow remote uninstall of security patches if flagged by Microsoft and can automatically identify and repair a patch that has been removed or corrupted. Bringing it all Together It's not easy keeping track of your ATMs software applications, operating systems and other programs. Everlink's ATM Software Maintenance and Operating System Update services allow for the identification and tracking of all software versions and patches deployed across your self service channel. Page 13
Services Summary Operating System Update remotely deploys Microsoft OS security patches. Timely Deployment of Windows XP Pro Patches Pretested against Factory Software Image for intrusiveness E mail notification prior to each patch deployment Software Update Notification System Link No Impact on the ATM uptime ATM Software Maintenance remotely deploys ATM application update patches. Software support for supplied ATM applications. Reload/Restoration of previously installed software. Copy data and perform ATM terminal software backups required for the support of ATM terminal software provided by Everlink Page 14
Endpoint Protection Monitoring With increasingly sophisticated security threats targeting your assets and your customers personal data, your organization can't afford to rely on fragmented endpoint security measures. Without cohesive end to end security management, you could face higher administrative costs, increased security related downtime and poor network performance. Everlink's Endpoint Protection Monitoring is a managed service that provides 24/7 access to customized solutions and mitigation strategies, as well as end to end physical and logical security grounded in Symantec's best in class threat protection technology. Address threats more proactively through a centralized agent that controls all applications from a single location, managed and monitored by Everlink Receive seamless integration of essential security technologies that are updated regularly Deploy industry leading Symantec antivirus and antispyware protection in addition to detection and removal of rootkits Protect your entire network from dangerous cyber threats through an industry leading firewall and sophisticated network controls Prevent intrusion through USB, serial or parallel ports by restricting connection and use of removable media Malware Never Sleeps Everlink's ATM Endpoint Protection Monitoring provides unmatched malware protection across your ATM network, delivering broad defenses against targeted attacks, as well as unknown threats, before they can penetrate the network. And as a managed service, Everlink's ATM Endpoint Protection Monitoring relieves your organization of the complexities of managing a server and integrating all the hardware and software necessary to provide comprehensive protection measures around the clock. Rapid Detection, Immediate Response One of the most important features of a comprehensive ATM security program is its ability to rapidly detect a security problem and immediately issue the correct response. That response requires regularly updated software, as well as daily updates to virus and threat definition files. Everlink relieves you of the headaches of updating the integral components of your system, taking on those responsibilities while providing 24/7 monitoring across your fleet. And if a security event is detected, Everlink can immediately inform the appropriate parties, dispatch a technician if needed. With ATM Endpoint Protection Monitoring, your financial institution can deploy the latest security technologies, updated regularly through a centralized logging and managing system, all managed by security experts. Page 15
Critical System Protection Monitoring (future service) also offers Symantec Critical System Protection (CSP) Monitoring for financial institutions who require a comprehensive security approach. CSP compliments Endpoint Protection Monitoring by offering security and compliance monitoring against malicious behaviors, file system changes and known and unknown attacks. It utilizes Host Intrusion Detection based monitoring, notification, and auditing with advanced log analysis capabilities to ensure host integrity and compliance across heterogeneous platforms. These capabilities provide effective system monitoring to protect from a security, compliance, and system configuration perspective. Critical System Protection Monitoring provides notifications and alerts on internal abuses, privilege escalations and missconfigurations which are not detected by traditional security applications. From a system configuration perspective, Critical System Protection Monitoring system and device controls enable constant visibility into configuration settings, file systems, and the use of removable media to protect systems from misuse by authorized people and programs or by unauthorized users leveraging stolen credentials. The real time monitoring process oversees system, data and application files, registry keys, configuration settings and user and application behaviors on critical servers with minimal system impact. Advanced Manageability and Compatibility Symantec Critical System Protection Monitoring detects unwanted or abnormal system activities, insider configuration changes that violate policies and provides comprehensive detection for virus and worm behaviors as well as blunt hacking and zero day vulnerability attacks. Key Features and Benefits: Real time monitoring Increases detection of changes to system, data and application files, registry keys, configuration settings and notifies on inappropriate user and application behaviors. Policy and behavior based operation Improves protection posture without compromising system performance. Virtual hosts and guest monitoring Monitors the virtual host (console OS/hypervisor) and guest VMs for intrusions, mis configurations and inappropriate accesses for better security and compliance. Policy groupings based on asset profiles Enables quick and flexible deployment of uniform policies across diverse infrastructure requirements. Out of the box compliance templates Automates policy creation and Improves reporting with pre defined templates for common mandates such as PCI. Custom policy creation Reduces complexity with easy rule administration and minimized rules sets. Real time threat assessment Lowers risk through instant detection and notification of threats as they are occurring to reduce windows of exploit times. Page 16
Event logging and reporting Promotes effective host integrity and efficient demonstration of compliance with consolidated event logs and advanced log analysis capabilities for high availability and security across heterogeneous platforms. Integration Data collectors are built for Symantec SIM and third parties to enable real time log management and correlation. One of the Most Comprehensive Security Solutions for ATM s Verifies process lineage Provides kernel mode intercept of system calls Core OS service options let you lock down core ATM operating systems behavior Restrict access to resources based on users, groups or program Control potential malware behavior memory injection activities Prevent unauthorized or malicious apps from running The filewatch collector watches changes that are made to user specified files Full lock down of Administrative Accounts Page 17
Marketing Screens Distribution includes a marketing screens distribution service which will allow for the monthly remote downloading of graphics files ( Welcome, Please Wait, and Thank You sequences) to the ATMs. You can also enhance your transaction screens by updating the branding graphics components. Enhance your customer experience at the ATMs through: Remotely distributes up to date content for Welcome, Please Wait and Thank You screens to client ATMs. Branding for transactional screens with customized background image, buttons and company banners. Additional options available for clients include: Graphics / creative professional services for screens. Page 18
Marketing Campaign Management (premium service) The Marketing Campaign Management service provides you with first class ATM campaign and branding capabilities. With the Marketing Campaign Management service, your institution can offer a more flexible, more engaging user experience on a daily basis across your ATM fleet without the need for additional resources. As an integral component of managed services, Campaign Management provides the innovative tools needed to improve marketing operations and support your brand, while improving the cardholder experience. Maximize branding with customizable graphics. Offer individual personalization such as fast cash, language and receipt or no receipt preferences. Market to individual cardholders or specific demographics with bank identification numbers (BIN) based capabilities. Retrieve detailed usage reports regarding delivery status, viewing percentages, interactive responses and more. Implementing the Marketing Campaign Management service enables you to transform your ATMs into dynamic branding devices and revenue generating business tools capable of presenting personalized campaigns to cardholders at the ATM. As an outsourced solution within, Marketing Campaign Management helps you target specific cardholder segments and personalize the ATM experience. By delivering messaging relevant to cardholder needs and wants you can build stronger customer relationships with improved service and communication across your fleet. With Campaign Management service, you receive the following features: Themes Transaction, Please Wait, and Thank You screens (up to 3 sets) Welcomes Welcome screens (up to 2 sets) Campaigns One to one marketing; BIN and PAN based; any campaign type (up to 2 sets) Preferences Functionality Fast cash, receipt, and language Segmentation Functionality BIN or PAN based target marketing Themes In Campaign Management a Theme consists of 3 pieces: The Transaction screens look and feel (including background image, font colors and styles, and button colors and styles) Wait Screen Thank You Screen Page 19
Welcomes Welcomes are the screens that cardholders see first when they approach an ATM to make a usual transaction. Campaign Management can be used to create welcome packages which consist of up to 20 different individual screens and/or movie files. Campaigns One of Campaign Management s most important features is its ability to use the ATM channel to dynamically market your institution s products and services. These custom advertising and marketing screens are called Campaigns. There are several types of campaigns which can be created: Text Campaigns Text only (uses Theme background image, look and feel) Display Campaigns Unique screen image and optional additional text Prompt Campaigns Unique screen image with interactive capability to capture cardholder information (such as a phone number) Questionnaire Campaigns Unique screen image with simple yes/no, good/bad type response. Dynamic versions of the above All of the above can be created to include variable values as placeholders. Preferences Preferences provide the capability for each cardholder to personalize his or her ATM experience. The cardholder will be given the opportunity to select or modify his or her personalization options or preferences for Fast Cash, Receipt/ No Receipt and/or Language at the ATM when performing a standard transaction. This information will be captured and stored in the Everlink Campaign Management system. When a cardholder enters a card on future visits, the system will use the captured information to personalize the screens the cardholder sees at the client ATMs. This eliminates the need for him or her to select these options at each visit and it improves operational efficiency. Note: The configuration supports Preferences for on us cardholders only. Segmentation Segmentation allows for One to Many and One to One segmentation marketing capabilities and further allows the use of demographic and account information to present targeted advertising of your products and services using the ATMs. Themes (including Please Wait and Thank You screens) and Campaigns can be developed by client for specific groups of cardholders based on PANs or BINs called segments and sent to client ATMs where the intended cardholders can view and respond, if appropriate. Cardholders whose PAN falls into a defined BIN or PAN segment will be presented with the Theme and/or Campaign assigned to that segment. Page 20
Additional Services Upon Request ATM Surrounds, Signages and Toppers Armoured Car Carrier Service ATM Alarms and Cameras Monitoring Page 21
SUGGESTED SERVICE BUNDLES Full Function ATM ATM Driving ATM Hardware FLM and SLM Mandated EMV Certification Currency Management & Forecasting Performance Management of Armoured Car Carrier ATM Status Monitoring with Service Management Consumables Purchase Client Services ATM Implementation Remote Software Delivery ATM Software Application Maintenance Windows OS Updates Marketing Screen Updates Endpoint Protection Monitoring Marketing Campaign Management (Optional) Electronic Journal Management Reporting Standard NO Page 22
Cash Dispenser ATM Driving ATM Hardware FLM and SLM Mandated EMV Certification Currency Management & Forecasting Performance Management of Armoured Car Carrier ATM Status Monitoring with Service Management Consumables Purchase Client Services ATM Implementation Remote Software Delivery ATM Software Application Maintenance Windows OS Updates Marketing Screen Updates Endpoint Protection Monitoring Marketing Campaign Management (Optional) Electronic Journal Management Reporting Standard NO Page 23
Delivering Payment Innovations Visit us online www.everlink.ca Everlink Payment Services Inc. 65 Allstate Parkway, Suite 100 Markham ON L3R 9X1 Tel: 905.947.0076 Toll Free: 1.866.388.0076 Fax: 905.943.0261 National Client Support Centre (NCSC) Toll Free: 1.888.354.6577 Fax: 1.888.277.7348 Email: support@everlink.ca