Service of payment terminals

Ingenico CZ s.r.o. is a leading provider of payment terminals and related services in the Central and Eastern Europe region. The company provides technology and support to securely process electronic transactions for merchants across a variety of segments, from retail to services to specialty operations. It is part of the global Ingenico Group, which focuses on payment terminals, cloud payment platforms and end-to-end management of payment devices.

The aim of the project, which began in 2009 and has been ongoing continuously up to the present, was to build a reliable and scalable service model for the operation of Ingenico EFT‑POS terminals. Service coverage covers the entire lifecycle of the equipment — from installation and initial configuration, through operational support and repairs, to uninstallation and return to environmental disposal. For individual activities, SLAs have been defined with a strong emphasis on speed of response, availability and quality of services provided to ensure continuous availability of payment services for end customers.

The project, launched in 2009 and running continuously until today, is implemented as a comprehensive service solution covering the entire lifecycle of electronic payment terminals. The service includes the installation and commissioning of devices, including their integration with the customer's cash systems. Operational support covers hotline, technical field interventions and equipment replacement in accordance with defined SLAs. The logistics part includes inventory management of spare terminals, accessories and parts, distribution management and central records.

Site transfers, reinstallation, reconfiguration and functional testing are also included. At the final stage of the life cycle, safe uninstallation and return for ecological disposal are ensured. SLA management includes ongoing performance evaluation, regular reporting, and recommendation of optimization measures. The entire service model is based on ITIL principles, uses automated workflow, integration with the customer's ITSM tools and continuous monitoring of service performance, which makes it possible to maintain high reliability and transparency of operations for a long time.

The project ensured high availability of payment services through rapid response to incidents and efficient management of the terminal lifecycle. Process standardization and the introduction of SLAs have led to measurable improvements in service quality and customer satisfaction. Cost optimization was achieved through centralized logistics, efficient inventory management and planning of service interventions. The cooperation has long supported the stability and reliability of the payment infrastructure in the Czech Republic.

“The service model allowed us to ensure the continuous availability of payment services and significantly improve the quality of support. We value speed, flexibility and transparent reporting. “

Martin Havrlant, Sales Director

The cooperation continues in the form of a long-term contract with regular service reviews, SLA monitoring and suggestions for process optimization.