l1. ESCALATING FOR MISSED ETA VIA EMAIL (EATeam.CCC@ncr.

com):

Hello team,

Please escalate for missed ETA, we were unable to do that via NCR@YS.

Thank you in advance.

2. ESCALATING FOR SOONER ETA VIA EMAIL (EATeam.CCC@ncr.com):

Hello team,

Please escalate for sooner ETA within SLA for this customer, we were unable to do that via NCR@YS.

Thank you in advance.

3. CONTACTING CUSTOMER’S NOC GASPER:

Hello,
We have lost communication with #### and are unable to ping it. #### confirmed that unit is offline, not
communicating.

Could you please verify if the router is up or if there are any communication/power issues at this site,
and if a dispatch is needed?

Thank you in advance.

4. CONTACTING CUSTOMER’S NOC APTRA:

Hello,

We have lost communication with #ATM-ID#. #HOST# confirmed that unit is offline, not communicating.

Could you please verify if the router is up or if there are any communication/power issues at this site,
and if a dispatch is needed?

Thank you in advance.

5. REQUESTING CUSTOMER’S APPROVAL FOR REBOOT PERMISION:

Hello,
ATM #ATM-ID# is not visible in our tool, we need to perform a small remote action to regain connectivity,
it is not an intrusive change.

Can you please provide approval for this and advise when is best to perform this action?

Thank you in advance.

6. CONTACTING LOGISTICS FOR PART ETA (US.Logistics@ncr.com):

Hello Team,

Can you please provide status and ETA for part on task ###########?

Thank you in advance.

7. RESPONDING ON CUSTOMERS REQUEST FOR DISPATCH:

Hello,

Please refer to ticket number #TKT-NUMBER# and service request number #SR-NUMBER#.
NCR Technician should be on site as soon as possible.

Please advise if there is anything else we can assist you with, please advise.

Thank you in advance.

Puerto Rico Escalation

1. For PR Escalation calls please contact Pita, Andres <Andres.Pita@ncr.com>

2. For PR Depo calls please escalate it to Hardaway, Putula P Putula.Hardaway@ncr.com

Thank you,