Hardware Service

"Best-in-class" hardware service for IT systems

Within the framework of its hardware service agreement, Wincor Nixdorf offers a comprehensive service concept with a consistent service process. The hardware service components encompass central order fulfillment in the Customer Care Center and centralized or decentralized recovery or repair of system units.

Service activities
Wincor Nixdorf offers a variety of service concepts for optimum price/ performance offers. Depending on what is required, different service concepts and service processes can be established. The following service concepts are part of the Wincor Nixdorf Service strategy:

On-site service for IT systems
The Wincor Nixdorf on-site service for IT systems offers the most comprehensive service imaginable. Central call answering in the Wincor Nixdorf Customer Care Center enables service orders and malfunctions to be reported by telephone or by electronic means (iSupport®). The staff at the Customer Care Center are available to answer queries and to provide status information throughout the process. A callback from a system specialist from the “Problem Analysis/ Resolution” Department initiates the debugging process on the Wincor Nixdorf side. The aim of “Problem Analysis/ Resolution” (Helpdesk) is to achieve speedy restoration of system availability for the user. For its part, Wincor Nixdorf requires information about the location of the fault and the symptoms of the error to enable it to select the required parts for troubleshooting on site from approx. 200 – 800 possible spare parts.

If “telephone problem analysis/ resolution” has not enabled the problem to be resolved, the regional service support centers will dispatch a service engineer to call to the site. The relevant response time and recovery time for the service engineer on site depends on the contractually agreed service level. The elimination of the malfunction at local level encompasses all measures and activities involved in the correct repair of hardware.

SWOP service for IT systems
At Wincor Nixdorf, “SWOP Service“ means the speedy replacement of complete system units. This service concept is particularly suitable for devices that have no software intelligence and that no not require parameterization. As with “on-site service for IT systems”, the service process is handled by the Customer Care Center with the “telephone problem analysis/ resolution “ step. The difference is in the detail. If, in the case of on-site service, spare parts are suggested by the system specialist, this simply entails the appropriate version of the device type in the case of “SWOP Service for IT Systems“. The service is then provided by the courier who supplies the replacement device and collects and the faulty device.

Collect and return service
As part of its hardware service, Wincor Nixdorf also offers a repair service – the “Collect and Return Service”. Part of this service concept entails orders through the Customer Care Center. A courier is given the task by Wincor Nixdorf of picking up the faulty device on-site. In line with the defined service level, the repair is carried out in the Wincor Nixdorf repair center and the goods are returned within the agreed period. The aim of the “Collect and Return Service“ is the optimization of service costs for devices that do not have a major influence on the system operator’s business processes.

Additional service activities
All service concepts contain a fixed framework of services. Wincor Nixdorf offers a number of optional service activities to complement this framework:

Standby service outside of normal service hours
Re-installation of customer-specific user software / standard image in the event of hard disk errors
Software service for operating systems and applications
User support in the Customer Care Center for applications
Software update / upgrade service
....other services available on request...