ATM Key Management (A98) and ATM Monitoring System (AMS)

1. ATM Key Management (A98) and ATM Monitoring System (AMS) Andrew Oasen EFT Product Manager, Gateway Operations, FIS July 26, 2011

2. Agenda ATM Key Management (A98) System Overview Managing Comvelopes ATM Monitoring System (AMS) Technology Overview Dispatches (Email, Voice, etc.) Managing Notifications Voice Response Unit (VRU) Menu Monthly Reports

3. ATM Key Management (A98)

4. System Overview The A98 (Comvelope) solution is a key management system that enables the establishment of a unique ATM key in a manner that is fully compliant with ANSI standards and network operating rules Comvelopes are tamper-evident mailers containing key components the ATM servicer uses to change the ATM’s key No hardware or software changes are necessary to use Order Comvelopes from PULSE (can be used only once) PULSE will provide your servicer IDs (can be used repeatedly) to access the A98 VRU Each ATM servicer entering a key component at an ATM needs a Servicer ID and one randomly-chosen Comvelope. Details available in the A98 System User Guide on PULSE website To obtain login credentials for the PULSE website, send an email to web_id@pulsenetwork.com, include the words “ID Request” in the subject line

5. Managing Comvelopes Order when stock is low Two Comvelopes are necessary for every ATM key change Keep extras in case of mistakes in the field Orders typically filled within one to three business days and shipped via USPS Ground mail Once received, store Comvelopes in a secure location

6. Managing Comvelopes (cont’d) Outside of Comvelope

7. Managing Comvelopes (cont’d) Inside of Comvelope

8. Managing Comvelopes (cont’d) To order, submit A98 Comvelope and Servicer ID Form to the following email:requests@a98support.com A98 support phone number:866-787-1507

9. Managing Comvelopes (cont’d) Using Comvelopes ATM servicers must identify themselves when calling into the VRU Two separate calls required for each servicer The Servicer ID confirms the servicer is authorized to perform key management on your ATMs Note: Enter Comvelopes into the A98 system in the same order they were put into the ATM.

10. Managing Comvelopes (cont’d) Two types of Servicer IDs: Standard Servicer IDs (unique for one ATM servicer) Global Servicer IDs (ID for several ATM servicers) Servicer enters new ATM keys onsite, using own Comvelopes Note: Requires two services onsite Servicer calls into the VRU Follow instructions provided on the A98 Quick Reference Guide on the PULSE website To obtain login credentials for the PULSE website, send an email to web_id@pulsenetwork.com, include the words “ID Request” in the subject line

11. ATM Monitoring System (AMS)

12. Technology Overview User-defined monitoring, notification and dispatching environment Configure by single ATM/group of ATMs Variable fault type/status codes Custom scripts available Optional – monitors for inactivity Optional – handshake monitoring dial ATMs

13. Technology Overview (cont’d) Configurable setup Contacts Primary, secondary, after-hours, escalations (business hours and/or after hours) Notification hours Business hours and after-hours contact times Notification methods Phone, pager, email

14. Technology Overview (cont’d) Fault status ATMs send fault statuses to the host terminal driving and switching software Software forwards log of fault conditions to the AMS system Industry-leading Gasper Vantage software Processes of fault notifications Schedules of outbound notifications, based on customer-supplied contact information and business rules Days, hours and method (email, voice, etc.) to dispatch Holiday contacts Number of attempts that should be made prior to escalation Handling/dispatching specific fault conditions differently Enables queries on ATM status/open tickets Acknowledges/set ETAs on dispatches 24x7x365

15. Technology Overview (cont’d)

16. Technology Overview (cont’d) ATM Service Information Form (SIF) Initiates contact to you or your service providers about ATM problems Days, hours, method Email: requests@amssupt.com

17. Technology Overview (cont’d) Holiday Schedule Form Identifies the holidays your financial institution observes Email requests@amssupt.com

18. Dispatches Notifications to branches and service organizations about ATM fault conditions using various contact methods: Answering machine/voice mail Voice/voice with extension Email and EDI interfaces Digital/tone/alphanumeric text pagers

19. Managing Notifications VRU Basic Information Available 24x7x365 AMS VRU Phone Number 866-787-0510 Common reasons for a call Check on the status of ATMs Acknowledge AMS dispatches or set ETAs Inquire on ATM hopper totals Inquire on last transaction date/time Issue a new download to an ATM Issue a remote DES key exchange (billable command)

20. Managing Notifications (cont’d) The call system Touch-tone phone is required to access and interact with the system After entering information, press the pound key (#) When VRU prompts to enter a function,you have 30 seconds to respond The system will time out after 30 seconds (call will end)

21. Managing Notifications (cont’d) Ticket information When updating information for a ticket, the VRU will state: “Please wait" If the update was successful, the VRU will state: “Update successful” If the update fails, the VRU will state: “Update ignored" A ticket number is assigned each time there is a problem contact Record each ticket number Multiple problems may occur at a site; the ticket number identifies the particular problem The ticket number is required to enter resolution codes, acknowledgments, ETAs, etc.

22. Managing Notifications (cont’d) AMS VRU prompts you to enter your Contact ID and password; after validation: AMS asks you to enter an ATM ID AMS tells you the status of the ATM and provides the AMS VRU menu options Full details for each dispatch notification option are provided in the AMS User Guide on the PULSE website • To obtain login credentials for the PULSE website, send an email to web_id@pulsenetwork.com, include the words “ID Request” in the subject line

23. VRU Menu The AMS VRU menu has several options, Including: Initial dispatcher/VRU Additional information Update ticket Selection ATM commands Current state reports Miscellaneous options Detailed descriptions for each menu option are provided in the AMS User Guide

24. Monthly Reports Three monthly ATM reports available: EVTH (Event History Report) – lists all ATMs and faults or failures generated by each during report period STCD (Status Code Frequency Report) – lists all ATMs and failures they generated during the report period TPER (Terminal Performance Report) – lists all ATM performances (best to worst), based on service time

25. Contact Us A98 VRU phone number: 866-787-1507 A98 email: requests@a98support.com AMS VRU phone number: 866-787-0510 AMS email: requests@amssupt.com Documents and forms: www.pulsenetwork.com/terminaldriving Site will be active August 1, 2011 PULSE Terminal Driving Phone Number: 1-877-482-2020 PULSE Terminal Driving E-Mail: PULSEtdr@pulsenetwork.com

26. Thank You. pulsenetwork.com