Diebold Nixdorf service experts are on standby across the globe, providing multilingual support for the management of your hardware and software components. A standardized but flexible approach ensures the right service, at the right level, in the right location, at the right time.
Our Incident Management System logs and tracks every retail incident, managing routing and escalation based on your organization’s specific resolution protocols.
Whether your issue requires a simple fix or something more complex, our First and Second Level Support teams ensure a quick resolution. With our advanced support, we’ll harness remote connectivity to conduct error analysis and resolve the issue.
The DN Solution Expert Group enhances Second Level Support to resolve the most complex incidents. This team of experts also trains Diebold Nixdorf service agents and is charged with continuously building and updating the knowledge and expertise of our Integrated Service Desk.
Incident Resolution Management monitors open tickets against the fulfillment requirements of your organization’s service-level agreements (SLAs). Tickets are escalated to the responsible resolver group for further action. For escalations of critical SLA tickets, resolution activities are coordinated with the entity providing service, which could include your in-house team, Diebold Nixdorf or another partner or third-party provider.