Performance Guarantees &
Tailored SLAs

Maximise ATM reliability with industry-leading service agreements

At NoteMachine, we deliver peace of mind through our performance guarantees and customised Service Level Agreements (SLAs). Designed to ensure maximum uptime, reliability and efficiency, our SLAs are tailored to meet financial institutions and businesses’ unique needs. With decades of experience managing large ATM networks, we are committed to helping you maintain seamless operations.

Why choose NoteMachine for SLAs?

Guaranteed uptime – industry-leading 99% hardware availability ensures uninterrupted service
Rapid fault resolution – 90% of issues are fixed within six hours
First-time fix efficiency – over 90% of faults resolved on the first visit
Customised agreements – SLAs tailored to align with your business goals
Proactive maintenance – minimise downtime with scheduled preventive care
Enhanced reliability – consistent ATM performance builds trust and satisfaction
Cost efficiency – optimised resources and fewer incidents lower operational costs
Transparency – comprehensive reporting keeps you informed of SLA compliance and performance
Operational excellence – proactive support minimises downtime and boosts efficiency

Key SLA features

Comprehensive and flexible agreements
- Customised plans – tailor SLAs to your operational requirements
- Availability benchmarks – guaranteed 99% uptime to enhance customer satisfaction
- Prioritised faults – escalation protocols to address critical issues swiftly
Rapid fault resolution
- Six-hour resolution guarantee – high-priority faults resolved quickly (9 am–8 pm, 7 days a week, excluding Christmas Day)
- 24/7 helpdesk – a dedicated support team is available every day of the year
- Nationwide engineering coverage – over 150 engineers ensuring fast responses
Proactive maintenance
- Scheduled care – preventive maintenance based on ATM usage and service history
- Real-time monitoring – automated fault ticketing for immediate issue detection
- Advanced tools – cutting-edge diagnostics enable swift and effective repairs
Scalable engineering support
- Dynamic resources – flexible engineering capacity for evolving needs and peak demands
- Strategic parts stocked – 13 forward stock points for rapid access to critical components
- Fully equipped fleet – engineer vans stocked with all essential tools and parts
Compliance and transparent reporting
- Detailed dashboards – access SLA performance data, response times and resolution statistics
- Power BI integration – real-time tracking of uptime and fault resolution metrics

Performance metrics

99% uptime guarantee

ensures reliable customer access

90% first-time fix rate

efficient fault resolution reduces downtime

6-hour fault resolution

fast responses to minimise disruptions

12-second helpdesk response time

industry-leading call answering speed

Confidence backed by performance

Partner with NoteMachine to ensure unmatched reliability, efficiency and peace of mind for your ATM operations. Our tailored SLAs and proactive approach empower you to deliver seamless customer service while optimising operational performance.