Terminal Networks Development & Support

1. Terminal Networks Development & Support

2. HENDZholding:Terminal Networks Development & Support Content Short Historical Summary Holding Structure Profile Our Resources 4.1. Federal Coverage Map 4.2. Service Management System 4.3. Staff Competence Services Delivered Professional Services New Projects Additional Equipment Key Customers Partners

3. Short Historical Summary 1. 2003 Foundationof a company «G-Tek» 2006 Foundation of a company-partner«АТМ – Project» 2007 Mergeof «АТМ-Project» and «G-Tek» and foundation of a company «Russian Service Company» (RSC) – official service partner of NCR 2010 Foundation of a companyHENDZ Holding (HH). RSC joinsHH. Re-brandingRSCinHENDZ service – the executive company of service delivery for the Customers Steps of Development 3

4. Holding Structure 2. • Project Management • Support of other companies: IT, HR, PR, • accounting, legal, etc. • Certification, vendor’s communication JSC «Hendz Holding» • Customer’s support • Call Center management • Technical staff management • Service quality control • Spare parts logistics management «Hendz Service» Ltd. HENDZ – Importance of Each Element «Hendz Sales» Ltd. • Sales of solutions and services • Account management, partner’s management • Marketing «Euroavto» Ltd. • Operational leasing of automobile fleet • Rental contracts management • Company’s fleet management incl. service cars 4

5. Profile 3. Complex technical support and development of multi-vendorterminal networks Acquiringnetworks:ATM’sandPOS – terminals Self-service terminals:payment terminals, info-kiosks, ticket-kiosks • HENDZ Holdingsupport 27.000+ATM’s & other terminals and 20.000+ POS-terminals of various vendors • Using«one window»approach HHprovides entire cycle of terminal network building from delivery and installation till complex management of terminal network • Major principles of HENDZ’s Team – long-term partner-ship, professional approach, result orientation HENDZ Holding – Russian Market Leader of Terminal Network Support

6. Resources 4. Infrastructure Federal service coverage • > 700 city’s and towns service territory • 150city’s and towns of direct presence • 7regional branches • Moscow – Moscow + Moscow region, Central Russia • S-Petersburg – North-West region • Samara – Volga region, Urals • Kemerovo – Siberia, North region • Rostov-on-Don – South-West region • Krasnodar – North Caucasus • Khabarovsk – Far East Qualified staff • 400 + customer service engineers (CE) • Specialization: FLM / SLM / POS / INST • Each engineer equipped with Personal Part Kits • Each engineer equipped with auto • GPS tracking Being in close connection to the vendors our service team constantly perfects itself, upgrades its skills in new equipment and software HENDZ – Here & Now

7. Resources: Federal Coverage Map 4.1. North - West SPb Branch Central Moscow Branch Far East Khabarovsk Branch Southern Rostov-on-Don Branch HENDZ – Here & Now Moscow North Caucasus Krasnodar Branch Volga region, Urals Samara Branch Siberia Kemerovo Branch

8. Resources: Service Management System 4.2. The Processes Incident – Management • Incoming calls registration. Receipt confirmation / calls’ status changing notifications via SMS or e-mails in “auto mode” • Calls registration by the Customer into HH Service Desk via web – interface • Calls management in 7 х 24 х 365 mode • Acquiring network remote monitoring, “self-making decision” towards the failure cases Logistics Management • Personal Parts Kits (PPK) profiles management • PPKs fill rate / load rate management • HH Logistics system is integrated to the parts suppliers’ systems – high efficiency of parts management Service Level management • Escalation process while call is out-of-time • Monitoring system of “re-calls” within 3 months period for each ATM • Service reports in different scales Service Management Tools 8

9. Resources: Staff Competence 4.3. HENDZ – ensure high level of competence • HENDZ home page allows to access into: • Hendz Social – Q&A, sharing best practice and documents, creative ideas / suggestions • Hendz Learning – Knowledge data base with training courses, tech docs, video instructions • HendzWebCast– On-line resource for interactive web seminars

10. Services Delivered 5. Classification Technical Support First Line Maintenance Incidents resolve without parts usage. Primary diagnostics Second Line Maintenance Incidents resolve with parts usage and special diagnostic tools Achieving the shortest resolution time – up to 4 hrs, in 24х7х365 mode Operational Support All the services that are not affected to network functionality – the “On Demand service” Additional Services Acquiring network monitoring; “One window” Contact Centre for the Customer’s departments and other subcontractors HENDZ activities

11. Professional Services 6. Projects support • Engineeringsolutions– development and supply • Project management – initiation, analysis, support • SW solutions – development and supply • System integration – linking together different computing systems and software applications to act as a coordinated whole • SSD software - development and supporting multivendor software for SSD in cooperation with the KALignite company Multivendor ATM Software • Multivendor software that runs on any ATM brand • KALignite supports 40 ATM manufacturers and hundreds of model types • KALignite software supports an extensive range of hardware capabilities including coin and cash recycling, contactless cards and EMV providing unsurpassed hardware independence HENDZ – at the forefront

12. New projects 7. HENDZ announce new business approach for branch and branchless banking Introducing the RTM • The RTM is a Retail Teller Machine. It works just like an ATM, but without cash inside • Instead of dispensing cash, the RTM prints a secure voucher that is exchanged for cash at the retail counter • RTMs can be found inside retail locations and Banks, providing the full range of banking services • The shop owner will have less trips to deposit cash to the bank, and less cash is held in the shop • The retailer can buy RTM and take a share of any transaction revenue. Bank can have business without ownership RTM HENDZ – innovative area of development

13. Additional Equipment 8. Security solutions • Active antiskimmingdefence • Plug & Play system (20 mins for installation) • High quality (<1% failures for 3000 installed devices) • Reasonable price • Antivirus for ATMs • Created specially for ATM • Threat monitoring • Compatible with all OS • Corresponding PCI-DSS HENDZ – keeping ATMs secure • Security camera • Remote file management and settings • Secure file transmission • Automaticarchivation • Corresponding PCI-DSS

14. 9. Key Customers • Full range of outsourcing: FLM / SLM / INST / Moving • Multi-vendor service support of SSD (NCR, WN, Diebold, ITT, DORS) • Multi-vendor service support of POS-terminals (Verifone, Ingenico) Acquiring network support of 5 Sberbank Branches Perfect Choice

15. Partners 10. Reliable Partnership

16. Contacts Tel.: + 7 (495) 969 2090 Fax: + 7 (495) 665 3432 E-mail: info@hendz.ru www.hendz.ru Contacts