Instructions

INSTRUCTIONS FOR COMPLETING THE EMEA SERVICE REQUEST FORM

Version 1.0A, 3 November 1998.

PURPOSE OF FORM
1) This form is used to request on-site preparation, survey, installation, de-installation or relocation
services and to notify Agreements & Billing that such activities have taken place.
2) It is provided for either manual or electronic submission of service requests to Customer Services
EMEA Area Service Centres (ASC).
3) It is originated by either an Account Support Manager (ASM) or Service Sales Consultant as part of a
service sales process OR by an Order Realisation Centre (ORC) associate or WFO Implementation
Coordinator (IC) as part of the equipment sales process.
4) Agreements and Billing may also use the information on the form to apply standard warranty terms
to an item. Where an applicable customer contract exists, the equipment can be applied to a
maintenance contract (only when form is originated by an ASM).
5) The installation signature sheet is included in the request package to capture approval from the
customer to Invoice for the equipment (if required) and to obtain feedback on the quality of our
service delivery.
One form is required for each on-site service event (visit)!! Multiple on-site service actions may be added
to one form provided that they all occur during a single uninterrupted service event.

HOW TO PROCEED -
OVERVIEW
1) Complete sections 1, 2 & 3 of the Scheduled Service Request with details of the service action
required. Billing information is mandatory.
2) Fill in as much information on the Cert. Form as is available.
If serial numbers are known they should be provided.
3) For each equipment item on the Equipment Certification Form, indicate whether it will carry a
warranty, or be applied to a maintenance contract. If equipment is to be added to a maintenance
contract, then a Cover Matrix must be completed for each for each unique cover period.

DETAILED
INSTRUCTIONS

Scheduled Service Request

Date Completed: . The date on which the request form was completed. Requester.
Mandatory.
Form Reference: A reference number of value to the requester Requester
Optional.
Work Order # The work order number assigned to the incident by the Service ASC
Management System. Mandatory.

Section 1 - Customer Information

Customer Invoicing The customer invoice address, if the customer is to be charged for Requester,
Information: the service. Optional
Customer DE- If equipment is to be moved from a location or de-installed, enter that Requester,
INSTALL Location: location details here. Optional
Customer INSTALL If equipment is to be installed, enter that location here. Requester
Location: optional.
Notes: The field names and data required match D1. Site ID is Optional.
1) The Tel. Number field in Bill-to should be the number for the customer's Accounts Payable contact.
2) The Contact Name and Phone Number / Ext. field in Invoicing are for the customer's order
origination personnel.
3) The Contact Name and Tel. Number fields in DE-INSTALL and INSTALL are for on-site contacts.

Page 1
 Instructions

4) Help Desk Phone: If the customer operates an internal help desk or service control point to which
contact must be made (or to which the ASC or CE may have to have recourse)
include the number here (with Country Code if applicable).

Reference
Information
NCR Order #: The order number used for internal tracking of the customer order in Requester
COS. optional.
Location #: the customer's reference for the location at which service is to be Requester
delivered. Optional.
Country/Area: The NCR CS location to which the request was sent. Requester
Mandatory
Solution ID: The NCR code identifying the Solution set to which the revenue / Requester
cost will be credited. Mandatory.
Customer P.O. #: The customer's reference for the authorising document. Where no Requester
authorising document exists, explain the authority for charging this Optional.
work.
Terr/Branch: The NCR CS sub-division which will gain credit for the work. ASC Optional.

Delivery Set # The COS reference for the specific delivery relating to this Requester
installation. Optional.

Section 2 - Service Information

Date Requested: The date and time at which the service should commence. This will Requester
Time Requested: normally be at least 10 working days after the submission of the Manadatory.
Request to the ASC.
Date Agreed: The date and time at which the service will commence. This will be ASC
Time Agreed: completed by the ASC after any possible negotiation with the Mandatory.
Requester to take account of, for example, engineer availability.
Equipment Type: Indicate whether the request is dealing with New or Used equipment, Requester
AND whether it is of NCR or Third Party origin. Mandatory.
Class: refers to the NCR class designator for the equipment. In the case of Requester
multiple equipment classes, include the main class (this is used to Mandatory.
guide CE skill selection).
Activity Requested: Select the requested service. When NCR is replacing customer Requester
equipment, select both DE-INSTALL and INSTALL. If special actions Mandatory
are required, mark 'Other' and explain in text what you need.

Service Instructions: An installation guide is required for each installation. If this document Requester
is being included with the request form, indicate that . Otherwise, Optional.
explain how the CE will know how to do what needs to be done.

NOTE: For DE-INSTALLS, the requester must specify the disposition of the equipment for the CE.
For example, leave on site. Please be aware that the CE is not a logistics service!

Section 3 - Billing Information

Rate Information: Indicate the currency in which billing is to occur if this is contractually Requester
specified. If no entry is made the local currency at the point of service Conditional.
will be assumed. At least one billing option must be specified.

Customer Billing When customer billing is to occur, the requester must specify one of Requester
Frequency (choose the options. Conditional.
one)

Page 2
 Instructions

Coverage Mark this box if the Cert. Form carries information about Requester
Information maintenance coverage, Conditional.
Attached.
NCR Contact Information:
A&B Associate The name and contact details of the A&B associate who dealt with A&B
the document.
ASM/ASA/SSC: . The name and contact information of the ASM or ASA that originated ASM / ASA /
the form or gave approval for CS pricing SSC
ASC: The Installation Co-ordinator in the ASC who dealt with the request ASC

IC/ORC: The name and contact information of the Implementation Coordinator Requester
or Order Realisation Centre associate who generated the request, if Mandatory
applicable.

The Certification Form (Cert. Form)

Fields with 0 are linked to the Cover Sheet and should not be over-written.
Install Date The date on which the requested service actually completed ASC / CE
mandatory.
Standard Warranty If the unit is to carry only standard warranty enter only Y. If the unit Requester
Y/N *** carries no warranty enter N. If the unit is to be entered on a Optional
maintenance contract (whether warranty uplift or not) also enter the
net annual maintenance charge for the first year.
Where the warranty is uplifted, this is viewed by CS as a reduced
charge maintenance contract. Enter only the uplift charge and a Y to
indicate that the warranty transfer will occur.
PMs per Year The number of preventative maintenance visits required for this type ASC / CE
of equipment, if applicable. Only to be completed when the mandatory.
equipment is being added to a maintenance contract.
CE Code The D1 code for the CE who will normally respond to calls on this ASC Optional
equipment, if known.
UNIT LOCATION The customer's location descriptor for the location of the unit - CE Mandatory
examples are Lane 1, Lobby, Basement, Floor 3, etc.
Description A text description of the Unit Requester
Mandatory
12 Digit Product ID The NCR Product ID of the unit (if serialised) or the NCR Kit / Requester
Feature ID. Includes software Ids. Mandatory
Serial # or Feature EITHER the serial number of the class item OR the number of Mandatory.
Quantity features of this type fitted to the serial number above. The Requester Requester
should know this and complete it, but if it is missing the CE Optional, CE
performing the installation MUST complete it if possible. to complete.
Cover Matrix The code linking the maintenance cover required on the unit to the ASM / ASA /
attached Cover Matrices. SSC

Note: For equipment which is DE-INSTALLED, the serial number MUST be either provided by the
requester OR captured by the CE at the point of service.
Enter DE-INSTALLED across the fields to the left of the Description field.

The SIC Information section is solely for the use of the Agreements & Billing function.

NCR Installation Signature Sheet

Purpose
Installation Quality To be completed by the customer representative, if present. Customer
Feedback

Page 3
 Instructions

ALSO RETURN Complete the respective information if you require a copy of a signed Requester,
CERTIFICATION form for your own administrative purposes, such as raising a sales Optional.
FORM TO invoice. If these fields are blank no copy will be returned from the
ASC.

Cover Matrices
Purpose The Cover Matrices are included to allow the ASM to specify the
exact maintenance coverage terms agreed with the customer. Each
different coverage term required should be entered in a separate
matrix. Additional matrices may be added if required.
Reference The letter code matches with the Certification form Cover Matrix field. ASM / ASA /
SSC
COVER MATRIX For each day of the week on which maintenance coverage is ASM / ASA /
required, indicate the start and finish times of cover and any SSC
interruption in cover for say lunch breaks or siesta.
BANK HOLIDAY Mark this box if the maintenance coverage is extended to included ASM / ASA /
COVER public holidays. SSC
Response: Indicate the required response time, in hours, if required. ASM / ASA /
SSC
Fix: Indicate the required additional fix time, in hours, if required. For ASM / ASA /
repair only contracts, leave Response blank and enter the hours to SSC
repair in the fix box.

Page 4
 Scheduled Service Request Date Completed: 17-Mar-11
Last Modified January 2001.
W10317125
Work Order # 7

Section 1 - Customer Information

Customer Invoicing Information Reference Information
Customer Name AT&T COMM. SRVCS INDIA PVT. LTD NCR Order # Bank of India
Address 1 MOHAN DEV HOUSE Location # Mumbai
Address 2 13 TOLSTOY MARG Country/Area India/Maharashtra
City NEW DELHI Terr/Branch Belapur
Country/P. Code Solution ID
Tel. Number Customer P.O. #* APO12504-IN-EF97-P
Site ID Delivery Set #
D1 Customer #. Replace Existing Equipment**
Contact Name: CFS Enquiry Phone Number: 44 1527 493708 Ext.:
Help Desk Phone:
Customer DE-INSTALL Location Customer INSTALL Location
Customer Name Customer Name SWIFT - APAC - EVPN
Address 1 Address 1 Bank of India Building, IT Dept, Data Centre
Address 2 Address 2 PlotNo. 11, Sector 1, CBD Belapur, Navi
City City Mumbai
Country/P. Code Country/P. Code India/400 614
Tel. Number Tel. Number 9423948932
Contact Name Contact Name Mr Raman Kamble
Site ID Site ID SWIFNMBIN00

Section 2 - Service Information

Date Requested: 22-Mar-11 Time Requested: 9:00 Date Agreed: Time Agreed:
Equipment Type: NEW USED ✘ THIRD PARTY Class: Qty:
Activity Requested: SITE SURVEY
✘ INSTALL DE-INSTALL MOVE AUDIT ADD-ON T&M Demarc Ext.

✘ Other (Please Explain)

INSTALL Cisco 1841 AND MULTITECH MODEM. FOR ANY FURTHER ISSUES PLEASE CONTACT NCR PIM JAN TIONG @+65-6521 2395. 1. Install the
Cisco router , multi-tech modem 2. Connect the power cable into both devices and switch on the devices 3. Connect the circuit from PTTto router and
connect the PSTN line to the multi-tech modem .4. Connect console cable from OOB modem to router console port. 5. Call back Santan Singh
Rawat(+91 9899016939) for testing.

Call Mr Raman Kamble at 9423948932 24 hours prior to going on site to confirm your visit.
CE must call Santan Singh Rawat (+91-9899016939) immediately upon arrival on site.
CALL NCR Project Manager, Jan Tiong at +65-6736-6460 email: [email protected] if there is any problem with the site.
E-mail completed certification form to Jan Tiong at [email protected] and epost, PO
Section 3 - Billing Information
Rate information (Currency ?) USD Amount ( ) Amount ( )
✘ Bill customer flat rate 155.00 Bill customer /Hour
Bill NCR Account flat rate Bill NCR Account /Hour
NCR FML Code Customer Billing Frequency (choose one)
COS Order Line Item By Project ✘ By Event By Quarter
Other (Please Explain)
NCR Contact Information: ✘ Coverage Information Attached
A&B Associate: ASC:
Phone #: Fax #: Phone #: Fax #:
NCR PIM: Jan Tiong AT&T PIM: Santan Rawat Cell:
Phone #: +65-6736-6460 Phone #: 91-11-45017305 Fax #:
 EQUIPMENT CERTIFICATION FORM Version 1.0A, 3 Nov. 1998.
ASC Associate Name Arvind Mourya Phone 9821370371

Install Date 22-Mar-11 Workorder # W103171257

COMPLETE FORM AND RETURN TO YOUR AREA SUPPORT CENTER

Customer Name SWIFT - APAC - EVPN NCR Order #

Address 1 Bank of India Building, IT Dept, Data Centre Location #
Address 2 PlotNo. 11, Sector 1, CBD Belapur, Navi Country/Area
City Mumbai Terr/Branch
Country/P. CodeIndia/110001 Solution ID /
Tel. Number Customer P.O. #*APO12504-IN-EF97-P
Site ID SWIFNMBIN00
D1 Customer #. Replace Existing Equipment**

Cover Matrix
LOCATION
CSR CODE
Warranty
Standard

PMs Per
Y/N ***

UNIT
Year

12 DIGIT SERIAL# OR
DESCRIPTION PRODUCT ID FEATURE QTY
n= CISCO1841 4262-1479-9690
ADJ1 -65.09 MT5634ZBA-GL 7575-0021-0000

**** SIC INFORMATION ****

TRANSFER FROM
Site ID
NAME
ADDRESS
CITY, Country

TRANSACTION TYPE AGREEMENT # SI CONTACT

ADD CANCEL TRANSFER REINSTATE TRANSFER

AGREEMENT ALL MACH FEATURE MACHINE

NCR Installation Signature Sheet

* IF APPLICABLE
** IF REPLACING EXISTING EQUIPMENT, ASM IS RESPONSIBLE FOR NOTIFYING SIC OF ALL EQUIPMENT EFFECTED
Customer Name SWIFT - APAC - EVPN WORK ORDER # W103171257

The referenced system is "Ready for Use".

NCR Customer Engineer: Date:_______________

Print Name and Title:

Customer Signature: Date:_______________

Print Name and Title:

Installation Quality Feedback

Overall, how would you rate your satisfaction with NCR in providing this installation service?
Please mark the best description below.

Very Dissatisfied 1 2 3 4 5 6 7 Very Satisfied

Comments:

ALSO RETURN CERTIFICATION FORM TO:

IM

IC

* IF APPLICABLE
** IF REPLACING EXISTING EQUIPMENT, ASM IS RESPONSIBLE FOR NOTIFYING SIC OF ALL EQUIPMENT EFFECTED
* IF APPLICABLE
** IF REPLACING EXISTING EQUIPMENT, ASM IS RESPONSIBLE FOR NOTIFYING SIC OF ALL EQUIPMENT EFFECTED
 Cover Matrices

NCR Coverage Matrices - Link to Equipment Certification Form

Reference A 5x8 Reference B 7x24
COVER Break Break COVER Break Break
MATRIX Start Finish Start End MATRIX Start Finish Start End
Sun 8:00 17:00 Sun 0:00 23:59
Mon 8:00 17:00 Mon 0:00 23:59
Tue 8:00 17:00 Tue 0:00 23:59
Wed 8:00 17:00 Wed 0:00 23:59
Thu 8:00 17:00 Thu 0:00 23:59
Fri 0:00 0:00 Fri 0:00 23:59
Sat 0:00 0:00 Sat 0:00 23:59

Service Terms: BANK HOLIDAY COVER Service Terms: BANK HOLIDAY COVER
Response: Response:
Fix: Fix:
Reference C Reference D
COVER Break Break COVER Break Break
MATRIX Start Finish Start End MATRIX Start Finish Start End
Sun Sun
Mon Mon
Tue Tue
Wed Wed
Thu Thu
Fri Fri
Sat Sat

Service Terms: BANK HOLIDAY COVER Service Terms: BANK HOLIDAY COVER
Response: Response:
Fix: Fix:
Reference E Reference Example
COVER Break Break COVER Break Break
MATRIX Start Finish Start End MATRIX Start Finish Start End
Sun Sun 10:00 16:00
Mon Mon 9:00 18:00
Tue Tue 9:30 18:00
Wed Wed 9:00 18:00
Thu Thu 9:00 18:00
Fri Fri 8:30 18:00
Sat Sat 9:00 19:00 13:00 14:00

Service Terms: BANK HOLIDAY COVER Service Terms: ✘ BANK HOLIDAY COVER
Response: Response:
Fix: Fix: 4
v1.0, 2 November 1998

Page 9
 Status Master PO Region Site ID
SWIFNMBIN0 Customer
SWIFT SiteName
- APAC Bank of India
Open APAC 0 - EVPN Building

Email to: India-SM

Int'l Install Request 22-Mar-11 @ 9:00 APAC-EVPN-SWIFT - APAC - EVPN -Mumbai, India

Hello

Please confirm below details ASAP to ePost, EMEA.

Assigned Customer Engineer must be able to read, write, and speak English. Please advise if not possible.

Thanks for your support!

1. Date & Time requested:22-Mar-11 @ 9:00

2. Work Order Number:
3. Engineer's name and phone number:

The following instructions must be followed by the attending CE:

1. Call NCR Project Manager - Jan Tiong at +65-6736-6460 if there is any problem with the site.
2. CE to complete Equipment Certification Form within the SRF, following the process
guidelines for the country, within 24 hours of call closure.
3. E-mail completed certification form to [email protected] (ePost, [email protected] in the Global Address List) or Fax

Note: The Equipment Certification Form is required to enable NCR to raise the appropriate invoice to AT&T for service.
 PO No Fee Plan Date PlanTime Type
APO12504-IN-EF97-P 155.00 22-Mar-11 9:00 Install

FT - APAC - EVPN -Mumbai, India PO #APO12504-IN-EF97-P

e if not possible.

in the Global Address List) or Fax to 001 866-817-0402

te invoice to AT&T for service.

 Bank of India
Building, IT
WO FUA Address1
Dept, Data PlotNo.Address2
11, Sector 1,
Centre CBD Belapur, Navi
 Floor/Room # City State/Province Zip/Postal Code Contact
6th Floor Mumbai Maharastra 400 614 Mr Raman Kamble
 ContactPhone (1)Equip1
1841; Equip2 Equip3 Project Name NCR PIM Name
9423948932 (1) 3820 MNS Jan Tiong
 NCR PIM Phone NCR PIM Fax Remedy # Work Order #Resource Assigned
CE Mobile
+65-6736-6460
CE Pager
TIONG @+65-6521
2395. 1. Install the
Cisco router , multi-
tech modem 2.
Connect the power
cable into both
devices and switch
Instructions
on the devices 3. ATT PIM Fax ATT PIM Phone
91-11- ATT PIM Name
Santan CS
Mumbai Country-Long SortKey
Connect the circuit 45017305 Rawat Maharastra India India/400 614
 AT&T
COMM.
SRVCS 13
Record ID Prep Date
BillToCustomerName
INDIA BillToAddress1
MOHAN DEVBillToAddress2
TOLSTOY BillToCityBillToPostalCode Router
302194 17-Mar-11 PVT. LTD HOUSE MARG NEW DELHI 110001 Cisco 1841
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 MARIA
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MARIA IND -0001 End s a
 APAC - APAC -
1. Date & EVPN - EVPN -
Time Mumbai, Mumbai,
Requeste Maharastr Maharastr
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03/22/201 PO: PO:
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