Edition for Europe · their business while they promote NCR products and solutions. The NCR...

Edition for Europe

NCR Interact Partner Program Guide 2 4/3/2014 Europe Edition - Version 3.3 Interact Partner Confidential

Dear NCR Interact Global Partner,

Welcome to the NCR Interact Global Partner Program. Our Solution Providers are vitally important to NCR’s global business strategy to extend our global reach and increase our addressable market in both established and emerging markets. Our Interact Partner Program and indirect channel strategy helps both NCR and our Solution Providers maximize geographical and vertical market sales coverage, and provide a “total solution” to customers. It also allows NCR and our Partners to optimize our ‘go-to-market’ plans globally in terms of competency, coverage, capacity and cost to reach.

The goals of the program are:

Provide a framework for investment with defined benefits that is adaptable to future demands

Provide ROI (Return on Investment) and cash flow

Focus on solution areas that offer new investment and profit opportunities

Enable Solution Providers to differentiate themselves and their value add based on specialization and competency

Offer Partners a ‘Best in Class’ global program with well-structured incentives

The NCR Interact Global Partner Program Guide’s purpose is to educate you about the overall program structure and components of the NCR Interact Global Partner Program. It includes the requirements and benefits of each level of Partnership, which are more fully described in this guide. The program is designed for use across all industries and all theaters. Please note there may be minor differences in the deployment of some solution segments and components of the program due to local considerations such as culture, scale and maturity.

Thank you for your support and we look forward to working together to evolve the program and to grow our respective businesses.

Best Regards, The NCR Global Channels Team

NCR Global Channels Team NCR Corporation [email protected] | www.ncr.com

Please note that the most up-to-date version of this program guide and any supplements are always available on NCR PartnerCentral.

mailto:[email protected]

http://www.ncr.com/


TABLE of CONTENTS

Interact Global Partner Program Structure Overview ......................................................... 5

Program Specialization Model .............................................................................................. 5 Specializations ...................................................................................................................................... 6 Domain Expertise .................................................................................................................................. 6 Competency .......................................................................................................................................... 6

NCR Interact Program Specializations Offered ................................................................... 6 Sales Specializations ............................................................................................................................ 6

NCR Interact Service Options and Specializations ............................................................................... 7

NCR Interact Program Levels ............................................................................................................... 8

Sales Specialized Solution Providers .................................................................................10 Requirements ...................................................................................................................................... 10 Benefits Overview – Sales Specialized Solution Providers ................................................................ 11 Benefits Details ................................................................................................................................... 13

Sales Training and Certification Process ............................................................................20 Sales Specializations .......................................................................................................................... 20

Contract Referral ................................................................................................................................. 26 Shared Service .................................................................................................................................... 26

Partner Delivered Service (PDS) ........................................................................................................ 30

Requirement Details ............................................................................................................................ 31

Benefits Overview - Partner Delivered Services ................................................................................. 38 Benefit Details for Partner Delivered Services .................................................................................... 38

Retail Specializations .......................................................................................................................... 7 Financial Specializations .................................................................................................................... 7

Contract Referral ................................................................................................................................ 7 Shared Service ................................................................................................................................... 7 Partner Delivered Service ................................................................................................................... 7

Authorized Solution Provider .............................................................................................................. 8 Advanced Solution Provider ............................................................................................................... 8 Premier Solution Provider ................................................................................................................... 8 Competency, Specialization, and Advancing Partner Levels ............................................................. 9

Financial Benefits ............................................................................................................................. 13 Sales Support ................................................................................................................................... 14 Marketing Resources ........................................................................................................................ 16 Online Tools ...................................................................................................................................... 18 Solution Specific Sales Requirements, Benefits and Details ........................................................... 19

Financial Specializations .................................................................................................................. 23 Retail Specializations ........................................................................................................................ 23 Solution Specific (Sales and Service) Training and Certification ..................................................... 25

Contract Referral Fee Payment Percentages................................................................................... 29 Shared Services Discounts .............................................................................................................. 29

Overview of Requirements - PDS ..................................................................................................... 30

Partner Delivered Service Fees ........................................................................................................ 36 Partner Delivered Services Fees (Financial) ................................................................................. 36 Partner Delivered Service Fees (Retail) ........................................................................................ 36

Service Parts Fees/Charges/Discounts (Retail & Financial) ............................................................ 42


Technician Training and Certification .................................................................................................. 43 Service Training and Certification ....................................................................................................... 43 Partner Delivered Service Certification ............................................................................................... 44 Other Training Options: ....................................................................................................................... 44

NCR Interact Global Program Evolution and Implementation ...........................................46


NCR Interact Global Partner Program Structure Overview

The NCR Interact Global Partner Program is a global three-tiered marketing, enablement and services program for NCR Business Solution Providers who sell NCR’s broad portfolio of solutions and services across multiple industries and geographies. The program includes sales, financial, business, marketing and support benefits, giving Solution Providers the tools they need to develop and help profitably grow their business while they promote NCR products and solutions.

The NCR Interact Global Partner Program was designed around simple yet solid principles based on best-in-class consultancy, global Solution Provider input and proven channel management programs. The program enables channel Solution Providers to earn designations within the NCR Interact Program as an Authorized, Advanced or Premier Solution Provider. A partner’s designation will depend on its completion of NCR specialization certifications and the Solution Provider’s infrastructure investments, which could include test lab facilities, training, certifications and demonstration equipment. In turn, Solution Providers will gain access to a full set of specialization specific solutions, business development and marketing programs, helping them to differentiate their brands and deliver greater value to their Customers.

The four key pillars of the program are:

Global Program with Localization - NCR offers a global Partner program which spans across all lines of business and geographies, and has program elements that NCR theater management can adapt for local considerations such as culture, scale and maturity. This program replaces the many disparate, local programs that previously existed. We offer partners a suite of global service options from which they may select the one that fits their business model and customer base.

Industry standard definitions for Solution Providers – Our partner types correlate to the different business models that our Solution Providers use today, while allowing for flexibility to adapt to future models. The many former Solution Provider types (VAR, Distributor, reseller, Master VAR, etc.) are now simply called Solution Providers.

Specialization Aligned to Vertical Industries - Solution Providers have the opportunity to develop vertical expertise in specializations that align with NCR’s lines of business.

Competency Model to Differentiate Partners - As channel Solution Providers advance and become more competent in their specialization(s), they have access to an incremental set of program benefits designed to help them differentiate their brands in the marketplace and show Customers and prospects the value they can deliver with NCR's solutions.

NCR offers a channel services strategy, and has developed new channel ready specific offers and services. These initiatives are designed to create a consistent global segmentation model to define the best route to market based on solution complexity and customer characteristics. The global program allows for localization in theaters where there are local considerations in culture, scale, and market maturity.

The Interact Program was designed from the ground up to invest in and support our Solution Providers so that together we may provide your customers the best solutions for their current and future business needs.

Program Specialization Model

The program is built upon a competency and expertise model that offers Solution Providers the opportunity to become trained and certified in sales and service specializations that align with their business model and NCR’s vertical solutions from their lines of business. Achieving certification is attained through demonstrated competency and validation of domain expertise within the specialization. The program model is designed to provide Solution Providers with access to benefits that enable them to differentiate their business and deliver greater value to Customers. The program rewards Solution Providers’ investment and performance with increased benefits at each level.


Structure: Domain Expertise + Competency = Specialization

Specialization is demonstrated by domain expertise and competency where a Solution Provider can demonstrate both a high degree of industry proficiency (domain expertise) and NCR solution knowledge (competency) necessary to properly sell, configure, and install NCR based solutions. The sspecializations align with NCR solution segment vertical offers (i.e. Grocery, Bank Automation, etc.) that provide unique solutions for a specific market or vertical. Each solution specialization may contain multiple product ranges.

Domain Expertise by definition is knowledge, experience and competence that have been acquired through a consistent track record of successful projects accomplished in various domain areas. In terms of the NCR Interact Program, it is the demonstrable experience that a Solution Provider has in an NCR solution segment or line of business. Solution Providers should have the industry knowledge, experience and competence that have been acquired through a consistent record of accomplishment of successful projects completed in their respective customer serving industries and segments. Criteria for demonstrating domain expertise in a specialization] is provided in the next section. This expertise should be in key areas that add value and complement the Solution Provider NCR offering.

Competency by definition is the ability to perform or do a job properly. In terms of the NCR Interact Program, it refers to a Solution Provider’s demonstrated or proven level of capability, experience, expertise, acquired specialization certifications, and technology skills in their target markets that are directly related to their desired NCR solution specializations. Competency is assessed at the company level, and requires enrolling in specified courses for the sales or service specialization that the company is trying to attain. Completing the training and certification which is a measure of competency in will be discussed in more detail in a later section.

This approach is common across both Service and Sales Specializations and will be covered in more detail in a later section.

NCR Interact Specializations

Sales Specialization require sales, marketing and industry competency demonstrated through sales certification attained within specific NCR lines of business and grants the right to sell solutions and NCR Services (Hardware, Software, Services and Professional Services) within that industry vertical solution segment. The Solution Provider must have proven industry expertise leading engagements in the relevant industry segment.

NCR has established objective criteria to substantiate and chronicle a Solution Provider’s qualifications as they pertain to its NCR specialization. As a Solution Provider assessment component, these criteria establish a platform from which we can understand the domain expertise of our Solution Providers and enable us to recognize their achievements and their standing within NCR Interact.

Depth in the Specialization Customer Testimonials Similar solutions deployed Industry

associations/memberships Industry recognition/awards Support Methodology

(Services) Partner and inventory

tracking (Services)

Support lab (Services) Help Desk (Services)

Certification applies to individuals Certification follows

individuals; if they leave the

company, it goes with them One of the ways you measure

competency is the number of

certified people SW solution certification Sales/technical certification

are badges of achievement

tracking (Services)

Support lab (Services) Help Desk (Services)

Specialization is tied to the partner’s solution Specialization = Domain

Expertise + Certifications

Domain Expertise and Certifications

It governs the right to sell

solutions within specific solution areas

It determines the products

where you may become service specialized

Domain Expertise Competency Specialization


Criteria for domain expertise in sales specializations should include:

Business Plan Sales Methodology Customer Testimonials Case Studies Industry Leadership Demonstration Capabilities Unique Application Software, such as APTRAxpress

The initial focus is on Financial and Retail solutions, however additional sales specializations may be added as industry solutions are enabled by the NCR lines of business.

Retail Sales Specializations

SelfServ™ Checkout Retail POS Hardware Food & Drug Department and Specialty Petroleum and Convenience

Financial Sales Specializations

ATM (which includes APTRATM

, Financial Software Sales) Payment Solutions Branch Transformation Converged Channel / Marketing and Promotions (future) Enterprise Management and Security (future)

Interact Service Options and Specializations

NCR Services offers all partners the opportunity to offer NCR’s comprehensive portfolio of services to their customers. NCR offers two service options whereby NCR delivers service on the Solution Provider’s behalf.

Contract Referral - Solution Provider markets and sells select NCR services to its’ customers and delivers a signed NCR contract to NCR. This service is not available in all European countries.

Shared Service - Solution Provider serves as the contact point for a customer to resolve its problems. If the Solution Provider cannot fix the issue remotely, it will sub-contract NCR, which will deliver Solution Provider branded service (ex. Break/fix maintenance). This service is not available in all European countries

Partner Delivered Service - In addition to the previous options, a Solution Provider (or partner) may achieve Service Specialization and deliver its own brand of service to support their’ customers’ solutions. NCR conducts a Services Methodology Assessment to ensure the partner has the necessary infrastructure, processes, and systems in place to provide effective implementation and support services to our mutual customers. NCR-certified service partners receive full support from NCR and obtain access to NCR’s service infrastructure including parts accessibility, service delivery training, intellectual property, software access/updates and technical support.

The service specializations offered are:

Hardware Servicing Partner

Software Servicing Partner

Criteria for establishing domain expertise for service specializations are:

Support Lab

Services Methodology Assessment

System and Tool Infrastructure

Customer Satisfaction Process

Policy Compliance

Software Certification and Training (software servicing partners only)


As illustrated above in both Sales and Services Specializations, we will continue to look to these proof points to establish and capture the realm of knowledge, experience and support systems instituted within our Partner’s business infrastructure and customer support environment.

NCR Interact Program Levels

Three Partner levels are offered which allows Solution Providers to differentiate their value propositions and earn designations dependent on their completion of NCR sales specialization certifications and their infrastructure investments. The program rewards Solution Provider’s investment and performance with increased benefits at each level.

1. Authorized Solution Provider

These partners sell products which are not considered complex. Therefore, limited expertise is expected but no certification is required, offering partners only basic program benefits. These benefits are designed to help the Solution Providers who want to grow with the NCR connection or who simply wish to offer NCR’s most basic solutions with no further specialization. Specific requirements are set forth below.

2. Advanced Solution Provider

Partners at this level have more domain expertise than Authorized Solution Providers and demonstrated specialization with respect to solutions in at least one NCR Line of Business. Specific requirements are set forth below.

3. Premier Solution Provider

These partners have a deep level of domain expertise. They sell the broadest range of offerings to customers and have specializations in solutions across multiple NCR Lines of Business. Specific requirements are set forth below.

Please note that some solution specializations may have additional specific requirements to advance to the next level.


Competency, Specialization, and Advancing Partner Levels

Advancing through the Solution Provider program requires increasing commitment to providing customers value and increased knowledge about NCR solutions. This tiered program rewards those Solution Providers who invest more time and resources in developing the deep expertise in NCR’s solutions and the ability to meet the needs of the Customer. Advancement provides Solution Providers with access to incremental program benefits which will help them to differentiate their brand in the marketplace and show Customers and prospects the value they can deliver with NCR's solutions.

An illustration of a Solution Provider’s level and requirements is shown below:

Premier Solution Provider • Two Sales Specializations • Deep Domain Expertise

Advanced Solution Provider • One Sales Specialization • Domain Expertise

Authorized Solution Provider • Specialization / Certification not required • Access to open products


Requirements for Sales Specialized Solution Providers

DOMAIN EXPERTISE Premier Advanced Authorized

Customer Testimonials – implementations

Customer testimonials or case studies provide important outside perspective on the Solution Provider’s Customer satisfaction among other benefits. Case studies usually outline the story leading to the results and provide detailed information.

Sales Specializations

As part of this program certifications within sales specializations are a requirement and govern access to products within specialization.

2 1

Annual Business Plan The objective of this document is to provide a tool that outlines the key areas that NCR and the Solution Provider should discuss in business and marketing planning that will make the Partnership successful. New Solution Providers at the Advanced and Premier are required to complete this form upon signing a Solution Provider agreement and yearly thereafter. This plan must contain Software if selling a software solution. The template for this document is available on NCR PartnerCentral.

Quarterly Business Reviews (QBR)

The purpose of the quarterly business review (QBR) and corresponding meetings are to assess progress against goals and expectations laid out in the annual business plan. The QBR is an excellent forum for performance review, addressing key issues and making adjustments to strategic plans and investments. This should be completed jointly by the Solution Provider Management or primary contact and the CAM.

Demonstration capabilities / facilities

The Demonstration/Development Unit benefit provides access to current NCR platforms at attractive prices, discounted deeper than normal purchases. The Solution Provider should have a facility aimed at showcasing and demonstrating NCR solutions and benefits. To initiate a demo request, please complete the request form and submit to your NCR Channel Account Manager. Once approved, you should place the order through your normal process. There are request forms and instructions specific to your industry specialization located on NCR PartnerCentral.

Industry leadership, papers, recognitions, Awards

Solution Provider should have domain expertise ‘proof points’ through demonstrated and documented activities of its industry leadership by such things as published white papers, special awards and/or industry leadership.

COMPETENCY

Sales and marketing competencies

Solution Provider must have a sales team that is trained and scalable to meet the objectives in the business plan. The number should be adequate to cover the authorized territory and local market size. The specific names, roles, and contact information for these individuals should be provided to NCR so that they are granted access to NCR internal systems and they receive newsletters from NCR in a timely

manner. This is part of the Solution Provider’s domain expertise.

Selling methodology / selling skills

Solution Provider must employ sales people that have been trained in basic sales methodology and possess a basic set of sales skills and knowledge that include the ability to prospect and qualify opportunities, present products, solutions and services and provide a proposal, negotiate and close the business. This is part of the Solution Provider’s domain expertise.

Solution provider agreements

The currently authorized solution provider agreement for NCR Solution Providers that is approved for use in the defined Theater or Region of operations. Additional addendums & agreements may be required.


Opportunity management tracking process

Solution Provider must have a system for tracking and managing sales opportunities that shows progress, stage, account and contact details, opportunity requirements and proposed closing date and any obstacles to closing.

Provide funnel forecasts on products and parts

NCR Solution Providers are required to provide a 12 month rolling horizon forecast on products in the sales process. Servicing Solution Partners are required to provide

a parts planning and parts usage forecast.

Sales out / end user sales data [Future]

NCR Solution Providers are required to provide monthly end user sales information on all NCR products and services sold.

Participation in Customer satisfaction survey [Future]

CSAT surveys are solutions to help Solution Provider s and NCR understand and act on Customer feedback. This is not a marketing tool but a scorecard, which can be used by both Solution Providers and NCR to determine where they need to focus investment.

Warranty equipment registration

All NCR products sold through NCR Interact Solution Providers are required to have submitted complete end user registration information for valid warranty coverage.

Solution specific requirements

Additionally, there may be solution specific requirements that are unique to one of the sales or service specializations. The requirements, benefits, and details are available on NCR PartnerCentral in Supplements to the NCR Interact Global Program Guide.

COMPLIANCE


Benefits Overview - Sales Specialized Solution Providers

FINANCIAL Premier Advanced Authorized

Market Development Fund (MDF) Program

Customer Financing Program

Printer Supplies Sales Commission Program (select areas currently)

SUPPORT

Training

Channel Account Manager (CAM) Support

Presales technical support tools

Territory Account Manager (TAM) Support

Proposal center solutions

Business Impact Modelling (BIM)

Access to NCR Executive Briefing Center

MARKETING and BRANDING

Royalty-free stock photography

Partner newsletter, quarterly update, joint PR

Partner search

Use of NCR Partner signature

Brochure/Datasheet access

Turnkey marketing templates

Demo Program

ONLINE TOOLS

NCR PartnerCentral

NCR Portal access

Printer Supplies Customer NCR Online (CNOL) and Product Finder

Products and services

Web Ordering Tool (WOT)

OTHER

Partner recognition awards

Partner conference


The Benefits structure of our program is aligned to the Partner’s lifecycle as shown in the example below:

Benefit Details for Sales Specialized Solution Providers

Members of the NCR Interact Partner Program receive benefits designed to strengthen their capabilities, improve customer service capabilities, build connections and ultimately reach their full business potential. With support from NCR for all stages of the business cycle, Solution Providers are equipped to make the most out of their unique expertise. Higher-value benefits are awarded as Solution Providers demonstrate their commitment and become more engaged in the NCR Solution Provider relationship. Please see below for the benefits associated with Sales Specializations.

Financial Benefits

MDF Program Premier Advanced Authorized

As part of the NCR Interact Global Partner Program, our Market Development Fund (MDF) guidelines are designed NCR to reimburse Solution Providers for mutually beneficial activities enabling Solution Providers to plan ahead as they focus on Business Development and Sales and Marketing activities.

The NCR Interact Fund MDF Program is discretionary and only available to Premier and Advanced Interact Solution Providers with an approved Business/Sales and Marketing Plan. All locations are part of a competitive process in which proposed activities and costs will be reviewed and approved by the Global Channel Team. Solution Providers should submit compelling proposals based on sound, quality business plans and strong ROI in order to be approved for funding.

Solution Providers should submit requests/proposals, with their CAM’s support, using a web based pre-approval application form sent to a central mailbox. Each proposal must be tied to an identified component within the annual business plan. Pre-Approval must be obtained in advance of all MDF activities.

Please check NCR PartnerCentral for more details on the program including the timeframes to submit MDF requests and approval forms. The three (3) phases of the MDF program are:

1) Submission / Pre Approval

The partner must submit a pre-approval form prior to the event.

2) Execution

3) Performance Approval

Once completed the Solution Provider must submit a claim within 45 days of the end of the activity with two examples of Proof of Performance (POP) and any other supporting documentation. The Channel Team will check and give final review, confirming to the Solution Provider and CAM when payment will be made.

NCR Interact Premier Solution Providers

PPaarrttnneerr

BBuussiinneessss

RReessoouurrcceess

Plan Enable Demand Sell Service Grow

Business Plan Program Guide Partner Calendar

Global Partner Conference

NCR Interact Program Brand

CAM Support TAM Support

Partner Portal PartnerCentral Sales Specializations

Competency Training

Market Development Funds

Partner Communications

Co-Marketing Templates

Collateral Marketing Tools Market Development Funds

Demo Equipment Discount

PR Support

Case Studies Pre-Sales Support Exec Briefing Center

RFP Support Business Impact Modeling

Partner Resell Service Programs

Partner Delivered Service with Specializations

Performance based rebates

Market Development Funds

Partner Award Circle


*In certain circumstances unplanned proposals, backed by the Theater Sales VP, can be submitted between the preferred dates. However, as funds are limited there is no guarantee they will be approved. (Note: pre-approval is still required)

To obtain the MDF forms or for additional information, please refer to the ‘NCR Interact MDF Program’ global guidelines located on NCR PartnerCentral.

Customer Financing Program Premier Advanced Authorized

All partner levels have access to this program. Leasing allows end Customers to often times have a lower monthly payment than traditional financing. This means that Customers can acquire “more products” for the money. More details are available on NCR PartnerCentral. Contact your Channel Account Manager with additional questions about this program and to see if this program is available for your area.

Interactive Printer Solutions (IPS) Premier Advanced Authorized

Partners can earn a growing source of recurring revenue by selling their Customers all types of high quality, innovative printer supplies from NCR (certified media paper rolls, ink ribbons, cleaning cards, laser cartridges, & Sticky Media

TM etc. Printer supplies by IPS are designed and tested to enhance NCR

complete system performance with fewer service issues. Certified Media can lower the cost of receipt printing ownership and increase partner profitability.

Today, there is a Printer Supplies Commission Program where partners introduce IPS and earn ongoing commissions with low overhead. More information is available on NCR PartnerCentral. Partners receive support from NCR Interactive Printer Solutions as shown in the table below.

OTHER BENEFITS Premier Advanced Authorized

FINANCIAL

Mailbox Money Sales Commission Program available in

US now; expanding to other regions in the future

Training

SUPPORT

Equipment compatibility guides

Supplies Online ordering tool (CNOL)

Business impact models

MARKETING

Brochures and datasheets, digital product graphics and

rich content

Pricing and product recommendations by market;

marketing templates and pilot demo process

Sales Support

Training Premier Advanced Authorized

NCR Solution Providers have the opportunity to access the NCR corporate training tool, NCR University (NCRU) which is configured to deliver a wide variety of online training courses and learning opportunities that allow for completion of Solution Provider certification requirements. Additionally, NCR offers classroom training at locations throughout the globe, as well as the option for customized training as required.

Channel Account Manager (CAM) Support Premier Advanced Authorized

CAMs serve as the key point of contact for designated solution providers and are responsible for the overall relationship management and support of entire Solution Provider organization including, but not limited to, driving Solution Provider management and readiness, oversight of engagements with any applicable NCR resource (i.e. direct sales associates, services organization, etc.) The CAM is dedicated to the Solution Provider’s success and works with them to develop business plan and cadence (QBR, ABR, etc.) and gap analysis and adjustment with ongoing planning and tactical execution of growth initiatives. CAM ensures that certifications are met and reviews Solution Provider funnel, sales out reports, and coordinates on opportunities with TAMs as required. CAMs handle Solution Provider recruitment, evaluation, enablement, engagement, training, performance evaluation, Solution Provider


retention and rewards. They help the Solution Provider identify new opportunities, close more business and extend its customer reach.

Presales Technical Support Premier Advanced Authorized

For presales technical questions and support, Solution Providers may contact groups who are highly knowledgeable, responsive and have access to NCR’s experts and product development personnel. Please contact your CAM is you have questions about which Presales support options are available for your specialization.

The groups described below are highly knowledgeable and responsive and have access to NCR’s experts and product development personnel.

Retail Specialized Solution Providers who resell or service Retail specializations have access to a site where technical information, drivers, and links to other items that may be needed are available to help deliver a successful solution to our Customers. The Retail support site can be accessed through http://www.ncr.com/support/drivers-and-patches

Development support for a variety of NCR Retail hardware and software products can be accessed through the Retail Partner Lab. Registration is required to access the Solution Provider Lab (web site) and technical consultant resources. Solution Providers must request details on the registration and subscription process from the Channel Account Manager.

Financial Specialized Solution Providers who resell or service ATM solutions can access the ATM Pre-sales Support Center (PSSC) for assistance with pre-sales technical and configuration issues and questions. The (PSSC) is available to all Solution Providers free of charge to answer questions and provide assistance. Users can contact the Pre-Sales Support Center via email or phone. This knowledgeable group is highly responsive and has access to NCR’s experts and product development personnel.

PSSC Contact Details E-Mail: [email protected]

The PSSC also maintains a web site accessible via NCR PartnerCentral that is a resource dedicated to providing support in the pre-sales stages of the sales motion.

Territory Account Manager (TAM) Support Premier Advanced Authorized

TAMs are assigned to a geographic territory for end user sales support and demand. They are responsible for driving sales and demand to non-reserved end user customers in the territory with all fulfillments handled through Solution Providers. They collaborate with Solution Providers and CAMs to close deals (no direct accounts). Solution Providers will be introduced to the TAM for a specific opportunity by the CAM. Please contact your CAM if you require additional information.

Proposal Center Solutions Premier Advanced Authorized

The Proposal Center is designed to help assist and enable Solution Providers to deliver professional proposals. The Proposal Center is comprised of a team of Proposal Managers who are highly trained and experienced in NCR’s proposal development methodology and can help create custom proposals for our Solution Providers. The Proposal Center has a library of reusable proposal materials, including responses to prior Request for Proposals (RFPs), solution information for hardware, software and services. Additional information is available on NCR PartnerCentral.

Business Impact Modeling Premier Advanced Authorized

Business Impact Modeling (BIM) is a tool which provides a framework for the customer and the Solution Provider to discuss the key business issues impacted by the NCR solution to predict the products return on investment for the customer. The BIM helps Solution Provider articulate the value of an NCR solution using the customer's performance measures and financial metrics. The BIM is developed based on observations of the solution in an operating environment. Lessons are incorporated into a vendor-neutral, predictive tool that quantifies the value in terms of performance measures, business functions, and potential process improvements. This thorough assessment will help Customers justify their solution investment by understanding how new technologies impact their bottom line. BIM areas of analysis

http://www.ncr.com/support/drivers-and-patches



include: operational efficiency, revenue recovery, cost reduction and customer experience. A BIM user Guide for Partner, brochures and other information to provide to your customers is available on NCR PartnerCentral.

Executive Briefing Center Access Premier Advanced Authorized

Premier Solution Providers can take advantage of the opportunity to demonstrate NCR product advantages, technology, engineering services and other relevant offers at our world-class presentation and demonstration facilities located in New York, Duluth, Georgia, or Dundee, Scotland (“Executive Briefing Centers” or “EBCs”). Programs can be tailored to specific Customer needs and situations. Solution Providers should contact their Channel Account Manager (CAM) to begin the process of arranging an executive briefing. The CAM will work through the applicable EBC to coordinate the customer visit and program. Typically, EBC reservations must be made approximately 45 days in advance of the desired program date(s). This is necessary to ensure availability of the desired EBC location, agenda development, arrangement of product specialists and/or other presenters and other necessary preparations. A brochure describing the centers is posted on PartnerCentral. There is a ‘briefing form’ that needs to be completed on NCR PartnerCentral as well as additional information about the EBCs. Once these steps are completed a call will be scheduled to review the form and create an agenda for the visit.

Solution Provider Marketing Resources

NCR is committed to supporting Solution Providers with their marketing and business development initiatives to differentiate their business and win more customers.

Prior to release or publication, all Solution Providers must submit for NCR’s review all Solution Provider-initiated marketing material (such as marketing material in electronic or printed form) that uses any NCR mark or which refers to NCR. All such marketing materials must conform to standards established by NCR

Royalty-free Stock Photography Premier Advanced Authorized

Solution Providers may, at no cost, access our huge gallery of the latest product images and eye-catching stock photography to use in presentations, online and in print to engage customers’ interest in communications, media and web.

Solution Provider Newsletters, Quarterly Updates, Joint PR Premier Advanced Authorized

The primary communication with Solution Providers takes place through the Solution Provider newsletter, the NCR Interact Partner Insider. The newsletter is typically distributed every second month, but may be issued more frequently, as events require. We strive for a standard cadence of communications with Solution Providers with relevant and meaningful content. Examples of topics include activities, initiatives, events, important dates, Partner Program details, and other NCR Solution Provider related news. The newsletter is sent to the global Solution Provider community as identified in NCR Sales Central. There should be articles of interest for all Solution Provider types and industries. Previous editions of the newsletter are available on NCR PartnerCentral.

NCR has a Public Relations communications platform to share regional specific themes, needs, solution capabilities and successes with its indirect channel. The platform message focuses on NCR’s collaboration with its indirect Solution Provider community to catalyse innovation and growth and transform the consumer’s experience of interacting with business and its efforts to offer innovative channel-ready solutions; consistently segment our direct and indirect channel businesses; and enable and develop the indirect channel.


Excerpts from previous newsletters are shown below:

Solution Provider (Partner) Search Premier Advanced Authorized

The Solution Provider (partner) locator tool helps customers locate the right Solution Provider for their business needs. NCR utilizes a team of skilled solution providers around the world who are experts in NCR products. Some Solution Providers may elect to NOT be listed in the locator tool and may indicate their desire to opt out on the NCR Solution Provider Application. Please contact your CAM if you have questions.

Use of NCR Solution Provider Signature Premier Advanced Authorized

NCR is a valuable brand, well-recognized worldwide. Solution Providers are encouraged to highlight their association with NCR by using the signature for which they qualify and by participating with NCR in various marketing opportunities. Guidelines describing the requirements for use of the various Solution Providers signatures are posted on NCR PartnerCentral. Any Solution Providers questions should be directed to the NCR Channel Account Manager, who in turn, can contact Global Channel Operations if assistance is required.

Brochure/Datasheet Access Premier Advanced Authorized

Solution Providers can download electronic versions of all product brochures and datasheets that can be printed on demand by going to the relevant ‘Products and Services’ area of PartnerCentral. Alternatively, Solution Providers can access these documents on NCR PartnerCentral through the ‘Products and Services’ tab. Hardcopy, pre-printed brochures and datasheets also can be ordered on line.

Marketing Templates Premier Advanced Authorized

Solution Providers have access to NCR created collateral, marketing materials, product literature, royalty free images and a co-branding site for NCR product demand generation. Solution Providers are given access to the Solution Provider Marketing Website which will allow them to easily access and request co-branded marketing materials to support sales efforts and generate demand.

Demonstration Equipment Discount Premier Advanced Authorized

The Demonstration/Development Unit benefit allows NCR Solution Providers access to current NCR platforms at highly leveraged discounts so they may showcase solutions for their prospects and


customers. The ability to purchase demonstration equipment at reduced prices ensures Solution Providers are equipped with the platforms needed to demonstrate NCR platform’s capabilities to the market and increase sales. Additionally, using the latest NCR platforms for development ensures the Solution Provider is creating and/or maintaining application on the most up-to-date platforms. The current request forms and guidelines for our demo program may be found on NCR PartnerCentral. There is a separate program for our retail and financial industries. The program may vary according to the theater or country the partner is located in.

Online Tools

NCR PartnerCentral Premier Advanced Authorized

NCR PartnerCentral is a resource for obtaining information on all aspects of being an NCR Solution Provider. It is accessible through the primary NCR Portal. It has been designed so that Solution Providers may quickly find the resources or information that is needed. Solution Provider relevant news and information is posted on this site. It is accessible through the NCR Portal. Select NCR PartnerCentral from the left navigation panel. The purpose of this section of NCR PartnerCentral is to guide Solution Providers during the Onboarding process and also during their Partnership to enable them with the right tools, information, and incentives.

NCR Portal Access Premier Advanced Authorized

NCR provides all Solution Provider levels access to sales, marketing and support information 24x7 through a password protected site. This provides easy to access, timely and up to date information on NCR solutions they are authorized to resell. Access to various components of NCR’s web infrastructure will vary by industry. This site is currently available in English.

Products and Services Tab Premier Advanced Authorized

Industry and specialization information is available through this tab within NCR Interact PartnerCentral. There is a comprehensive repository by specialization that includes various product types, marketing and sales information and tools.

Solution Provider employees must complete registration to access this and other web based resources. Registration requests are submitted online or by a form called the Network Access Agreement (new Solution Providers) which provides NCR the opportunity to verify the individual requesting access is from an NCR Solution Provider. After completing the registration form, the submission is confirmed via email. Login credentials (username and password) are created and distributed to the user typically within 5 business days after verification that the request is from a valid Solution Provider associate.


WOT (Web Ordering Tool) Premier Advanced Authorized

WOT is the online quote management and order submission tool for hardware, software, professional services and transactional service orders. It is the tool that provides users access to product information such as product availability, lead times, pricing, etc. and is available through eBusiness Tools once you log into the NCR Portal. Please note that this tool is not available to all Solution Providers. There is an online Tutorial available for WOT on the NCR Portal.

Solution Provider Rewards and Other Benefits

Solution Provider Recognition and Awards Premier Advanced Authorized

The NCR Partner Award Circle, or PAC, provides recognition for NCR Solution Providers who exceed their annual sales objectives, regardless of size or industry. The overall program consists of two award levels that correspond with the sales volume contribution of the Solution Provider.

Other awards may be given to Solution Providers for outstanding performance according to other criteria. Examples of these other awards are below:

The Solution Provider Awards recognizes the top partners (usually two) who have planned for and taken the needed steps to significantly grow their total business over the previous year.

The Service Partner Awards recognizes two partners who have demonstrated their superiority at working cooperatively and collectively with NCR to provide service excellence to their Customers.

The Innovation Awards recognize a select set of partners that have taken extraordinary steps to successfully close new sales opportunities. This can be accomplished through innovative solutions and/or technical achievements which led to significant advances and improvements in their business.

Partner Conference Premier Advanced Authorized

The NCR Interact Global Partner Conference has been designed to give Solution Providers the opportunity to hear from industry experts and NCR Executives sharing their thought leadership. The conference offers Sponsors and Exhibitors a tremendous opportunity to meet and educate NCR Solution Providers about complementary products and services, and to build relationships with delegates from around the globe. The conference focus is on updating Solution Providers on NCR’s strategies, product education, Solution Provider recognition, and networking opportunities for NCR Solution Providers with NCR executives and channel resources. Initial announcements about the conference will be made in the NCR Interact Partner Insider and registration information and details will be sent to each conference invitee. Information about previous Partner Conferences may be found on NCR PartnerCentral.

Access to Customer Financing Program Premier Advanced Authorized

All partner levels have access to the Customer Financing Program which provides NCR Interact Solution Providers with a range of strategic financing options and comprehensive support to grow and develop new business in the retail and banking sectors.

Solution Specific Sales Requirements, Benefits and Details

Additionally, there may be solution specific requirements, benefits and details that are unique to one of the sales (including software sales) or service specializations. Please see Interact Program Guide Supplements on PartnerCentral for details on the following Specializations:

APTRAxpress

SelfServ™ Checkout (NAMER and Europe versions available0)

NCR Netkey

NCR Mobile Banking


Sales Training and Certification Process

Sales Specializations

The NCR Interact Solution Provider Certification Program is for all NCR Solution Provider personnel, both new and experienced, in sales and sales-related positions. Through this program NCR delivers consistent and easily accessible training so all Solution Providers can gain a greater understanding of and ability to articulate NCR’s offerings – with an eye toward increasing your win rate.

Sales Certification completion and continuous updates are required to maintain a Solution Provider’s standing in its NCR Specialization within the NCR Interact Global Partner Program. Failure to comply may cause a Solution Provider to lose its program status.

Overview

All the training courses for sales certifications are available online at NCR University for Solution Providers. The training can be done on your computer on your own schedule, and is free of charge to NCR Solution Providers.

As part of this program sales certifications are a requirement for all Premier and Advanced-level NCR Solution Provider companies. To qualify as a Premier or Advanced-level Solution Provider, a company must have a certain minimum number of its personnel sales certified which will be based on the annual joint business plan agreed to with NCR. Each individual certification completed will be valid for two years at which point the Solution Provider’s sales employee will need to re-certify.

Upon certification NCR will recognize each person by issuing a certificate with their name and the certification title they’ve achieved.

Certification

Below are the sales certifications available for our Financial Interact Partners:

Financial Specialization Certification Products

ATM 51000 SelfService ATM Sales Certification Lobby, Drive-Up, Through the Wall, Intelligent Deposit, Recycling, Multi - Function ATMs, Cash Dispense ATMs

Branch Transformation 42000 Teller Cash Recycler Sales Certification

TCR (Cash Management)

Financial Kiosks, Interactive Teller

Payment Solutions Under Development ITran HW, Passport, APTRA Clear, Compass, Image Mark

Enterprise Management and Security

61000 APTRA Vision Sales Certification Security (Solid Core/SPS), Edge/Activate/NDC, Interco, Cash Management

Converged Channel Marketing and Promotions

Under Development Netkey, E-Marketing, Mobility


Below are the sales certifications available for our Retail Interact Partners:

All NCR retail industry partners – whether selling to the grocery, specialty retail or other retail segments – must first have their sales personnel complete the Retail POS Hardware Sales Certification. Once this course has been completed, sales personnel may then take other sales certification training if their company has been additionally authorized to resell other solutions. (Access to this additional training is disabled in NCR University if a partner company has not been authorized.) Please note that the most up-to-date version of our training curriculum for all specializations is available on NCR PartnerCentral.

In all Specializations, some solutions may have additional requirements in addition to base requirements. These requirements may include some or all of the following: additional or different benefits, sales and/or technical training, incremental business investment, sales performance, project management or technical capabilities and credentials.

Summary of the Solution Provider Sales Specialization Certification Program

Certification Minimum Certifications

Required Course

Prerequisites Valid for:

Financial

Multi-Function ATMs/

Cash Dispense ATMs One person per $2M of target None 2 years

Branch Transformation One person per $2M of target None 2 years

Payments One person per $2M of target None 2 years

Enterprise Management and Security One person per $2M of target None 2 years

Converged Channel Marketing & Promotions

One person per $2M of target None 2 years

Retail

SelfServ Check Out One person per $500K of target None 2 years

POS/Scanners One person per $500K of target None 2 years

Food & Drug One person per $500K of target None 2 years

Department and Specialty Retail One person per $500K of target None 2 years

Petroleum and Convenience One person per $500K of target None 2 years

All Premier and Advance-level Solution Provider companies in the program are required to have their personnel complete the certifications that apply to the solutions they are approved by NCR to sell. Generally there are no training prerequisites that must be completed beforehand; however the Solution Provider will have been pre-qualified for its chosen specializations.

Retail Specialization Certification Products

Self Service

96503 Self Service Checkout Sales Certification (Non US Partners only)

96506 Self Service Checkout Sales Certification (USA Partners only)

SelfServ™ Checkout (SCO Advanced Checkout Solution)

Retail POS Hardware 91000 Retail POS Hardware Sales Certification

Point of Sale

Food & Drug Refer to Solution Specific information Refer to Solution Specific information

Department and Specialty Retail Refer to Solution Specific information Refer to Solution Specific information

Petroleum and Convenience Refer to Solution Specific information Refer to Solution Specific information


Each certification is made up of a number of individual online courses, each with a short test (or quiz). The courses cover market/industry trends, NCR offerings, value proposition, the competition, and sales tools. To pass the test and become sales certified the individual must complete each online course and pass each test with a score of 70% or better.

Each Solution Provider company must have its personnel take the appropriate certification(s) applicable to the solution set they are being approved to sell. If a Solution Provider company sells multiple solutions then its personnel must also complete those certifications. The certifications are primarily targeted at personnel in sales, however sales management, marketing, sales support and other sales-related positions should take this training. If other personnel would benefit from certification training, then they would also be welcome to complete the courses.

NCR recognizes that many Solution Provider sales personnel are already knowledgeable and experienced, and may not benefit from all the training content a certification provides. In these cases an individual can choose to only take the quizzes and upon passing all of them will be considered sales certified. Alternatively an individual may recognize they are not current on some new information and can take those courses and tests with a score of 70% or better to become certified.

Certification Expiration and Re-certification

All sales certifications are valid for a 2-year period from the date of completion. Upon approaching the end the 2-year period the individual will need to take the then current training and become re-certified for another two years. The reason is simply that over time the industries/verticals, NCR offerings and the competition can all undergo significant change, and through re-certification an individual will be able to ensure their knowledge is up to date.

About 60 days prior to a certification expiry date, a notice will be sent to the certified individual providing instructions and a deadline for becoming re-certified for another two years. If the individual does not re-certify by the deadline then their certification expires and will not be counted in the sales certifications a Solution Provider company has achieved. Insufficient certifications for all specializations will affect the Solution Provider’s standing in the program.

Refreshing the Training Modules

Over time certain training modules within the certifications will be replaced and additional modules may possibly be added. These module updates to a sales certification do not have to be completed by the individual who had previously completed that sales certification in order to keep his or her certification valid. Rather when the certification is about to expire the individual only needs to take the then current training – which will then include the new modules – to become certified for another two years.

However if a person has not completed a certification but is currently taking the training when new modules are added, then the new modules would immediately become part of the required training for that certification.

Who Should Complete Certifications

Solution Provider company personnel with job roles in sales, sales management, marketing, sales support and other sales-related positions should take the applicable sales certification training.

NCR certainly encourages those in other roles to complete the training whether for informational purposes or for other benefits. Certainly a better educated organization is a competitive advantage.

Minimum Certifications Required by Solution Provider Companies

Establishing the Minimum

Each NCR Solution Provider company will be required to have a minimum number of personnel sales certified and must maintain that minimum throughout the year, replacing personnel or expired certifications with newly certified personnel. For each specialization a Solution Provider conducts business in, they are required to certify personnel in each of those specializations. The number of personnel required to be certified in each specialization is determined by the size of the annual sales


target for that specialization, as agreed to with NCR in the annual joint business plan at the start of each year.

Though these minimums are required, each Solution Provider company is encouraged to sales certify as many people as possible. There will probably be circumstances where it makes good business sense to certify additional people to cover large geographies, for anticipated headcount turnover, or for workload issues.

Also note that the minimum may increase or decrease from one year to the next but will always remain in effect for the full year once it is established for that year.

Some solutions within Specializations have incremental requirements.

Financial Specializations

For Solution Providers targeting the financial industry, each Solution Provider company will need to have at least one person sales certified for each solution specialization with an annual sales target of up to $2 million USD. For each incremental $2 million USD in annual sales target, they are required to have at least one more person sales certified in that specialization. For more detail, please see the chart below.

For example, if a Solution Provider is conducting business in both Multifunction/Cash Dispense ATMs and Branch Transformation, with a Multifunction/Cash Dispense ATM sales target of $6 million and a Branch Transformation target of $1 million, then the Solution Provider would need at least three people certified in the Multifunction/Cash Dispense ATMs specialization and at least one person certified in the Branch Transformation specialization.

Retail Specializations

For Solution Providers targeting the retail industry, each Solution Provider company is required to have at least one person sales certified for each solution specialization beginning with annual sales targets of up to $0 and $500K USD. Then for each incremental $500K USD in annual sales target for that specialization they are required to have at least one more person sales certified in that specialization.

Solution Providers Requiring Specializations in Both Industries

Solution Provider companies who are authorized in both Financial and Retail industries will need to attain the same minimum certifications as listed above for the Financial and Retail specializations.

For example, if a Solution Provider is doing business in both Grocery and Multifunction/Cash Dispense ATMs, the Retail Store Automation sales target is $1 million, then this requires at least two people certified in the Grocery specialization, and the Multifunction ATM target is $4 million, then this requires at least two people certified in the Multifunction/Cash Dispense ATM specialization.

Maintaining the Minimum Requirement

It is required of the Solution Provider’s company to track and manage its annual minimum certifications. This is done first by ensuring the minimum numbers of sales certifications have been completed and, second as re-certification is required; those individual certifications are renewed prior to the expiration deadline. NCR will provide notices and reminders to assist in this effort starting about 60 days prior to expiry.

Annual Sales Target per Financial Specialization

Annual Sales Target per Retail Specialization

Minimum Certifications Required per Specialization

$ 0 to $ 2 Million USD $ 0 to $ 500 K USD 1

$ 2 M to $ 4 M USD $ 500 to $ 1 Million USD 2

$ 4 M to $ 6 M USD $ 1 M to $ 1.5 M USD 3

$ 6 M to $ 8 M USD $ 1.5 M to $ 2 M USD 4

etc. etc. etc.


Missed Re-certifications and Personnel Reduction/Attrition

If an individual does not re-certify by their expiration date and this omission puts the Solution Provider’s company below its minimum for that year, then the company has not maintained the minimum requirement and could lose standing and eligibility for NCR program benefits. It is advisable that additional personnel beyond the minimum become sales certified. There will be additional details available at a later date on NCR PartnerCentral.

If through reductions or staff attrition, the Solution Provider company falls below its required minimum, then the Solution Provider’s company will have 60 days to have an additional person sales certified as the replacement.

Consequences of Not Meeting Minimum Requirements

With this program NCR now requires that each Solution Provider company trains and maintains a minimum number of sales certified personnel within its organization. NCR also encourages all Solution Providers to certify as many people as possible beyond the minimum. A more knowledgeable staff will be both a benefit and a competitive advantage their organization. Ultimately Solution Provider companies that do not meet the minimum certification requirements also put their authorization as an NCR Partner at risk.

For the NCR Interact Global Solution Provider Program: Solution Provider companies that do not maintain their annual minimum requirement for sales certifications will risk losing their NCR Interact Program level and associated benefits. However once a Solution Provider completes all required sales certifications it will be restored to its program standing.

For the NCR Partner Award Circle: Inconsistent maintenance of certifications risks eligibility for all awards that might normally be achieved in the NCR Solution Provider Award Circle program for that year. (The Solution Provider Award Circle is NCR’s program to recognize all Solution Provider companies that achieve their annual targets.) Once this eligibility is lost it cannot be restored until the following calendar year.

Award Eligibility

Inconsistent maintenance of certifications risks eligibility for all awards that might normally be achieved in the NCR Solution Provider Award Circle program, Solution Provider, Service Partner and Innovation Awards for that year. Once this eligibility is lost it cannot be restored until the following calendar year. For more details on these awards, please refer to the section Solution Provider Rewards and Other Benefits.

Formal Recognition

Each company will need to have a certain minimum number of its staff qualified as certified service personnel which will be based on the annual joint business plan established with NCR.

Upon the completion of any certification NCR will formally recognize the achievement of the individual. First, NCR will have a certificate printed on heavy stock and sent to the certified individual. This will include their name, certification title and the date achieved. These will be issued every 6-8 weeks. Second, the individual will be granted use of the certification title and logo to put on business cards and other appropriate sales documents.

Transferable

Each certification is the achievement of the individual. If they should leave their Solution Provider’s company they can use their certification with another organization as long as that company is also an NCR Interact Solution Provider. The new company can include the certification in its minimum requirement. However the certification is still subject to expiry after the two-year period.

New NCR Solution Providers

New NCR Solution Provider companies at the Advanced and Premier program level will have 60 days from the time of signing their reseller agreements with NCR to have their minimum number of sales certifications completed. Upon completing the agreement, one of the first activities for Solution Provider sales personnel should be to register for an account on the NCR Portal and shortly thereafter begin the


appropriate sales certifications. Solution Providers at the Authorized program level do not have to complete sales certifications and have limited product access.

New Solution Provider company personnel should not attempt to register for a portal account until the reseller agreement is signed as the registration will be rejected.

Help and Assistance

For overall questions about the program, processes, portal registration and course content, please send an email to: [email protected]

The details of the NCR Sales Certification Training for Financial Solution Provider Sales Personnel (including APTRA) are available on NCR PartnerCentral.

Solution Specific Training and Certification (Sales and Service)

Several of our offerings have solution specific training and certification requirements. Please see the Interact Program Guide Supplements on PartnerCentral for detailed information on the following Solutions:

APTRAxpress

SelfServ™ Checkout (NAMER available now and Europe details will be available soon)

NCR Netkey

NCR Mobile Banking



Service Options

NCR offers its comprehensive portfolio of services to sales specialized Solution Providers (used interchangeably with partners) to extend to their Customers and meet their business needs. All Solution Providers may (if available in country) sell Contract Referral and Shared Service Options. In addition to selling NCR delivered Service, Solution Providers may choose to deliver their own maintenance and support (Partner Delivered Service or PDS). Please note that these services must be attached to the sales specialization of NCR products sold by the Solution Provider. All offerings are not available in all regions at this time. Please check with your CAM to understand what is available in your area.

Contract Referral Premier Advanced Authorized

Under the Contract Referral option, Solution Providers market and sell select NCR maintenance and support services to their Customers for products they sell. Customers sign a contract with NCR, who provides the service and bills the Customer directly. The Solution Provider earns a one-time sales commission on the first year’s maintenance contract. Applicable percentages are stated in the Engagement Letter. This requires minimal investment from the Solution Provider.

Note that NCR may charge a Solution Provider a pro-rated portion of the fee if it is terminated before the end of its term. These fees are only paid on contracts and not on sales of products/services made otherwise.

Under the terms of this option, NCR approves all credit and is responsibility for all collections. The Solution Provider maintains its relationship with their customer and at NCR’s request will assist in managing the contract. This could include such things as explaining NCR service options and policies, resolving inquiries and problems related to the delivery of services, and contacting the customer regarding any past-due payments.

Shared Service Premier Advanced Authorized

BENEFITS of SHARED SERVICE

World Class Service Delivery via NCR Global Services Organization

NCR service trained, highly skilled and experienced employees deliver service (most countries)

Level II hardware support provided by NCR

BENEFITS of CONTRACT REFERRAL

World Class Service Delivery via NCR Global Services Organization

NCR service trained, highly skilled and experienced employees deliver service (most countries)

Referral commission to Solution Provider for selling NCR Services

Competitive Service rates for total cost of ownership (TCO) comparisons

NCR manages the billing and receivables


Competitive Service rates for total cost of ownership (TCO) comparisons

Solution Provider enabled to set prices for services being delivered

Solution Provider develops annuity services revenue stream

Solution Provider maintains customer contact point for services

The Shared Service Option provides Solution Providers the opportunity to deliver comprehensive Solution Provider-branded service while leveraging proven NCR portfolio and resources. The Solution Provider serves as the contact point for its Customer, takes the first phone call and completes a basic level of troubleshooting. The Solution Provider sub-contracts NCR to deliver Solution Provider branded service (ex. Break/fix maintenance, incident management, software distribution, etc.) if the Solution Provider can’t resolve the issue remotely. This enables the Solution Provider to generate revenue by setting the pricing for total solution support delivered to its Customers. The contract with the Customer is written by the Solution Provider on the Solution Provider’s own service contract.

Solution Providers may market maintenance and support services only for the products which they are authorized to sell. However, products which at the time the Solution Provider submits an order are currently covered under an existing maintenance contract either directly with NCR or under which NCR serves as a subcontractor are not eligible. Additionally, if NCR is actively proposing similar services to the Customer, then the Solution Provider may not offer them this option. Maintenance services for other-than-new equipment are subject to NCR’s inspection and if required return to acceptable condition prior to acceptance. NCR may charge the Solution Provider at its then-current rates for inspection and repair.

Solution Providers should place orders for services under an NCR Maintenance Agreement (NMA) or Statement of Work (SOW) in a mutually-agreed upon form referencing the NMA or SOW which may allow orders to be placed on a per-customer or per-location basis. NCR may accept an order by written or electronic communications, by performing in reliance upon the NMA/SOW or by making delivery of the services the NMA/SOW covers.

If the Solution Provider requests maintenance of third party products, the NMA will set forth how NCR will secure training, documentation, spare parts stocking, tools, rework, and other capabilities necessary to successfully maintain the third party products.

Any Customer requests to modify any part of the NMA must be negotiated by the Solution Provider with NCR and then modified in the NMA/SOW. NCR is only responsible for modifications that it accepts in writing and is not responsible for any promises or expectations the Solution Provider makes outside of this. NCR reserves the right to review the Solution Provider’s agreement with the Customer prior to accepting/rejecting any order. The Solution Provider should provide the Customer instructions for proper operation of the products and will follow error recovery procedures established by NCR.

The Solution Provider should ensure that any obligations in the NMA that are the Customer’s responsibility are communicated to the Customer and agreed upon. Any changes to the Customer site requirements that are not in writing could result in service delays and increased costs. If any changes make it impractical for NCR to perform the services, NCR may cancel the order with no liability other than refunding any unused payment received for the cancelled services.

The Solution Provider maintains a Help Desk and is the first point of contact for all Customer service requests. The Help Desk personnel troubleshoots and uses reasonable efforts to resolve problems reported and if necessary places a service call to NCR following NCR’s procedures. It is preferable that this is done during stated coverage hours in the NMA. The Solution Provider places requests for maintenance services through NCR @ Your Service, or other agreed upon electronic means.

The Solution Provider’s Help Desk staff must be knowledgeable in the areas of equipment, software and system level operation; problem diagnosis and isolation; replenishment of consumables and jam removals; and be sufficiently skilled to effectively differentiate between equipment, software, operational


and environmental problems and should attempt to isolate equipment problems from software and operational problems and resolve user-solvable problems. Solution Provider will provide Customers with complete instructions for proper operation of the Products and will follow error recovery procedures established by NCR. Solution Provider must follow the call handling procedures that NCR communicates to Solution Provider. The Help Desk hours must match or be greater than the coverage hours in the NMA. The Solution Provider may enroll employees in training courses at NCR’s then-current rates.

If the Solution Provider’s Customer terminates any part of the contract, the Solution Provider may terminate Orders for related services upon written notice to NCR. Services that have actually been delivered must be paid for. If the Solution Provider gives less than 60 days’ notice, the Solution Provider must pay NCR an amount equal to three months of charges for the terminated services as compensation for its wind-up costs. If the Solution Provider’s Customer’s termination is due to NCR’s material breach of obligations under the applicable contract/order, then the payment obligations will be waived.

NCR Invoicing for Contract Referral & Shared Services

Annuity Services are invoiced annually near the beginning date of the Service period. Unless the Order specifies otherwise, other Services are billed on a time and materials basis and are invoiced as they are performed. After its initial term, an Order for Annuity Services will renew for successive one-year periods at NCR’s then-current standard prices, unless one party gives the other at least 90 days advance written notice of non-renewal. Annual changes to Service prices are effective at the beginning of the billing cycle following NCR’s notice of change; price increases during the initial term of an Order for Services will not exceed, on an annualized, aggregate basis, the annual percentage increase in the Consumer Price Index for Services for all urban consumers, plus 2%. Shared Service discounts and other pricing terms are stated in Engagement Letter.

Payment is due 30 days after the invoice date and is not subject to discount or setoff. If Solution Provider disputes any portion of an invoice, Solution Provider will immediately notify NCR of the amount and basis of the dispute, and Solution Provider will pay the undisputed portion within 30 days after the invoice date. NCR may charge late fees on unpaid, undisputed amounts. Late fees will be the lesser of 1.5% per month of the unpaid amount, or any applicable limit imposed by law.

Prices do not include, and Solution Provider will be invoiced as applicable for, freight, installation, and distribution charges, as well as any sales, use, and like taxes (but not taxes on NCR’s net income), or other charges such as shipping or fuel surcharges. If NCR agrees to store products for Solution Provider at Solution Provider’s written request, then Solution Provider will pay applicable storage charges; risk of loss will remain with Solution Provider.

NCR may condition its acceptance of Orders upon acceptable credit, payment, confidentiality and security arrangements. If Solution Provider defaults on undisputed payment obligations and fails to make full payment within 15 days after Solution Provider receives written notice of default, then NCR may, in addition to any other rights it may have, suspend performing Services. NCR may suspend service level commitments during any time when undisputed charges are overdue.

If either party becomes insolvent, all statements of work, NCR maintenance agreements and orders will automatically terminate except to the extent that the other party elects to have them continue, or except as limited or prohibited by applicable law.


Contract Referral Fee Payment Percentages

For Retail & Financial Specializations

Services $ Threshold

1 Year Contract

2 Year Contract

3+ Year Contract

< $5M/year First Year Commission 3% 5% 7%

Subsequent Years Commission 3% 3% 3%

> $5M/year

First Year Commission 5% 6% 7%

Subsequent Years Commission 5% 5% 5%

Shared Services Discounts

Financial

Shared Service Discount Equipment Maintenance

Discount*

Standard Discount Range (off the in-country services list price) 10%-20% off in-country Services list price

*Discount rate is dependent upon contract term, installed base size, SOW, SLA, etc.

Retail

Shared Service Discount Equipment Maintenance

Discount*

Standard Discount Range (off the in-country services list price) 20%-30% off in-country Services List Price

* Discount rate is dependent upon contract term, installed base size, SOW, SLA, etc.


Partner Delivered Service (PDS)

NCR offers ‘Hardware Servicing Partner’ and ‘Software Servicing Partner’ specializations to both Premier and Advanced Solution Providers. NCR provides access to the NCR Services infrastructure including access to parts, service delivery training, intellectual property and technical support. This program enables the Solution Provider to provide quality service, successfully support NCR solutions, and enhance brand image with their Customers. Partners may only service the specific products/services for which they are contracted, trained, and ‘sales certified’ and ‘service certified’ program benefits are extended only for the customers they sold within their defined territory.

Overview of Requirements - PDS

DOMAIN EXPERTISE Hardware Servicing Software Servicing

Successful completion of Services Methodology Assessment

Helpdesk mirror SLAs committed to the End User 24/7 or per Customer

requirements 24/7 or per Customer

requirements

Standard Contracts

Parts Planning and Inventory Systems (must be in the Solution Provider’s opportunities)

CE infrastructure match to SLAs required for Customer base

Support Lab in Place (Solution Dependent) (Solution Dependent)

Systems and Tools Infrastructure (Right to)

Audited or Certified (Right to)

Audited or Certified

COMPETENCY

Solution Specific Support Technician certifications Number/$$ 2

Solution SME Identified – HW and SW

POLICY COMPLIANCE

Use of NCR Authorized Parts and Diagnostic Tools

Approved Business Plan and ongoing business reviews

Conduct Customer Satisfaction Survey Participate Participate

Customer Satisfaction Rating Min Score % Min Score %

Compliance Reports

Equipment Registration/SW License Registration

Protect NCR Corporation’s Intellectual Property


Requirements Details for Partner Delivered Service

Successful completion of Services Methodology Assessment HW Service SW Service

NCR conducts a Services Methodology Assessment to ensure the Solution Provider has the necessary infrastructure, processes, and systems in place to provide effective implementation and support services to our mutual customers. This includes tracking and managing any hardware/ software support agreements sold. This assessment will also allow NCR to determine how to best work with the Solution Provider to optimize Customer experience and service delivery. Service Methodology Assessment forms should be completed by any Solution Provider interested in being selected as an NCR Hardware Servicing Partner or a Software Servicing Partner. This document may be found on NCR PartnerCentral.

Help Desk mirror SLA’s committed to the end user HW Service SW Service

Partner will operate a Help Desk to provide the first level of support to problems related to Equipment or supported software and will operate the required hours to support the end user requirements and/or Service Level Agreements (SLAs) sold. Options should match the Customer requirements.

Standard contracts HW Service SW Service

Partner must have standard service contracts that are signed by their customers outlining the scope of service the partner is expected to provide. These contracts are required for the service specialization they elect to participate in.

Parts planning and inventory systems HW Service SW Service

Partner will determine the parts stocking level adequate to meet the maintenance and warranty needs of their customers, and will be responsible for ordering, stocking, depreciation and obsolescence of parts. Failure to maintain adequate parts inventories may adversely affect customer satisfaction, and NCR reserves the right to consider a partner’s parts stocking practices as part of its quality review. Inventory requirements should be reflected in the partner’s service opportunities forecast.

NCR understands that parts usage is sometimes difficult to plan for and there are occasions when parts are needed quicker than supplier lead time. In such cases NCR has allowed for Solution Providers to order “quantity one” standard orders that pick pack & ship in 3-7 days. These orders are fulfilled out of NCR’s own service delivery replenishment inventories and are not to be over-used by participating partners.

Partner will utilize NCR's on-line service information system on a regular basis to obtain current information regarding NCR service offerings, policies, recommended spare parts lists, etc.

CE Infrastructure match to SLA’s required for Customer base HW Service SW Service

Partner must have an adequate number of customer engineers that are required to support their customer base and the service level agreements sold.

Support lab in Place HW Service SW Service

For the solutions identified, a partner will be required to have a lab configured with adequate equipment and parts to troubleshoot customer’s problems. NCR has the right to inspect the partner’s support lab.

Systems and tools infrastructure: Help desk management, ticket tracking, dispatch

HW Service SW Service

NCR may inspect partner’s repair, service, and parts facilities, and audit its service records, at any reasonable time upon seven days written notice in order to verify they continue to conform to NCR’s eligibility and other requirements.

PS Infrastructure sufficient to support Customer base HW Service SW Service

Partner must have the number of professional services engineers that are required to support their customer base and service agreements sold.


Competency Requirements

Solution specific support technician certifications HW Service SW Service

The Partner’s technicians that service hardware or implement managed services (“service delivery employees”) must receive the required NCR service certifications. The number of technicians required depends on the volume of units and scope of the services under contract with the Partner.

Solution SME (Solution Matter Expert) identified – HW and SW HW Service SW Service

NCR requires that every partner identifies a solution matter expert as needed on a solution by solution basis for each of the NCR hardware and software solutions that are being supported. This person will act as the primary contact point for NCR when assistance is required outside the normal scope of support activity. This provides both the partner and NCR the quickest resolution for those issues which are confronting the customer. For additional questions or clarification, please contact your CAM.

Policy Compliance Requirements

Approved business plan and ongoing business reviews HW Service SW Service

Partner will participate in an annual planning meeting with NCR, during which they will fully complete a business plan to enable NCR to compile information about sales/services initiatives and certifications and identify areas where additional servicing and/or training efforts should be focused. There will be quarterly reviews scheduled to check progress to plan.

Use of NCR authorized parts and diagnostic tools HW Service SW Service

Partner will use computer programs, data, documentation, and other material which NCR may provide for use in diagnosing or maintaining properly registered products. Diagnostic tools may be in the form of firmware, may be pre-installed on product disk drives, or may be loaded in memory from disks or other removable media. Partner will commit to using only NCR authorized parts and diagnostic tools.

Customer satisfaction survey HW Service SW Service

NCR Partners are required to participate in or facilitate Customer Satisfaction Surveys, (CSATs). The survey is an online, easy to use tool that gives feedback on Solution Provider’s Customer satisfaction and loyalty. This gives NCR valuable feedback on the overall end user experience of dealing with their partner. This information gives the data to make adjustments in offerings, policies, etc. to better suit the customer experience or to build upon the strengths that are outlined in the feedback.

Customer satisfaction rating (min. Score) HW Service SW Service

Partner will market and sell to its Customers in a manner reasonably calculated to ensure a high level of Customer satisfaction. Solution Provider must participate in and cooperate with NCR’s program of surveying customers periodically to determine their levels of satisfaction with any services they provide. Partner must achieve a minimal satisfaction score which will be set forth in their agreement.

Compliance Reports HW Service SW Service

Solution Provider will prepare, maintain, and upon request provide a current Customer Report and such other reports as NCR may reasonably require. The Customer Report is a list of the names and addresses of all Customers to whom they have sold or licensed Products, and the Product ID and serial number (if applicable) of each product sold to each Customer.

Equipment/SW license registration HW Service SW Service

Solution Provider is required to register and license all equipment and software. As Customer’s software is updated, it is required that this update will be registered and licensed.

Protect NCR Corporation’s intellectual property HW Service SW Service

Servicing partners may purchase or license, certain NCR proprietary Intellectual Property. NCR Intellectual Property may be ordered via NCR’s Information Products Publishing division. By logging into


the NCR Portal, the Solution Provider can access infrastructure support through NCR@YS section. Solution Provider will protect the Diagnostic Tools, Documentation, Software, and other NCR intellectual property which NCR at its discretion makes available to assist Solution Providers in maintaining products for their Customers. Services Intellectual Property is NCR Confidential Information.

Additional Details Specific to Hardware Servicing Partners HW Service SW Service

The Hardware Servicing partner model provides a simplified approach for partners to access and purchase select service elements from NCR. Partners with service organizations that meet, and continue to meet, all sales and service program requirements are eligible to participate in the program. Hardware Servicing partners have access to the NCR Services infrastructure including parts, service delivery training and intellectual property. The program enables the partner to provide quality service, successfully support NCR solutions, compete for every deal and win against NCR's competition. This program allows them to receive the full support of the NCR infrastructure to deliver their own branded service, using their own service personnel. Partners are provided with access to certified NCR parts and technical support is available from NCR (if needed).

NCR partners with services specialization have access to the NCR corporate training tool, NCR University (NCRU) which is configured to deliver a wide variety of online training courses to Partners, including learning opportunities and completion of partner certification requirements. Partners receive the same training as NCR service representatives; we share our methodologies and techniques to allow partners to provide better quality service to their customers. There are additional service classes that are offered at NCR training facilities. An NCR Services Program Manager will determine the certification level required training courses to achieve certification and a timeframe for completing training for each of the solutions the partner will support. Hardware Servicing partners also have the option to leverage the NCR services organization that delivers world class service in over 90 countries around the globe, allowing the partner to expand its geographical reach. This option allows the reselling of NCR services at competitive service rates in any of the countries NCR has a service presence.

Additional information on core and optional hardware maintenance and support services may be obtained by contacting your Channel Account Manager or referring to the support manual for each sales specialization.

Parts and rework exchanges

Certification by the appropriate number of the partner’s service technicians is necessary prior to obtaining or ordering parts.

All parts purchases from NCR are processed through NCR’s parts distribution and repair center. Partner must order parts from NCR’s specified center. All orders are subject to availability and to NCR's acceptance.

NCR attempts to stock parts based on forecasted partner requirements. NCR may back-order parts which are not in stock or according to business needs. Partner may view back-order status of parts through NCR@YourService. Please note that this is NOT available in Russia.

NCR may decide to discontinue the support of Hardware because of issues related to parts. NCR will notify partner if it makes a final purchase of a part from its supplier, offering partners the opportunity to place a final purchase order for the part. NCR will specify the deadline date for these orders and will accept no orders for that part after that date. These orders cannot be cancelled.

NCR will always attempt to supply the parts ordered but may provide a substitute part that satisfies the form, fit and functional characteristics of the ordered part. The price for the substitute part may differ from the part originally ordered. NCR will automatically ship the substitute part. If the replacement part’s list price is more than 10% higher than the list price of the part ordered, NCR will notify the partner and obtain their approval before shipment.

Once a partner’s ‘Partner Delivered Service’ Addendum has been terminated, NCR will continue to make parts available to the partner for a period of six months, unless termination is for cause. In that case NCR may stop selling parts to the partner immediately. If NCR is unable to meet the quoted delivery date for parts, NCR may grant the partner written permission to obtain up to the ordered quantity of the delayed part(s) from an alternate source. This would be on a case by case basis and by the partner’s request.


Parts may be new or may contain used components (this is not true in Turkey where it is not permitted) which are warranted as the equivalent of new. The partner must defend, indemnify and hold NCR harmless from any claim by partner’s customer based on the partner’s failure to inform the customer of

their use of parts which contain used components.

NCR makes some rework able parts (those parts that NCR has determined can be returned to NCR for a credit against the purchase of future parts) available on an Exchange or Advanced Exchange (“AEX”) basis at the discounted price set forth in the Engagement Letter. (Please note that this is not available in all European countries). If the partner fails to return the defective part within 30 days after placing the order, they will pay the full price of the part shipped, less the applicable discount for regular purchases. Parts received by after the time limit will be returned to the partner freight collect, and Partner will pay the return Part handling fee shown in Engagement Letter.

Parts orders must be submitted through NCR’s on-line order system or other approved means. All parts orders must include the account number assigned by the parts distribution center. NCR will select the means of shipping and will provide shipping documentation with all parts shipments. Part sales are CPT

NCR will nominate a carrier to transport the goods to the named destination. The cost for transport and export clearance will be paid by NCR. All other costs, including but not necessarily limited to, cargo insurance, import customs clearance, and payment of customs duties and taxes, will be paid by the Partner. Title to the goods, and risk for their loss or damage, will pass from NCR to the Partner when parts are delivered by NCR to the carrier.

Service Parts Orders (SPO) or AEX orders confirmed by distribution center may be canceled at any time prior to shipment; however a cancellation penalty equal to 10% of the purchase price will be billed to the partner. Special orders and Expedited Spare Parts Orders (“ESPOs”) may not be cancelled.

All parts returned for exchange must be submitted on the appropriate order form and be accompanied by a Return Material Authorization (RMA) form, available through NCR’s on-line order system. Partners will take proper care to ensure parts being returned are properly packaged to protect sensitive components and prevent damage during shipment. Parts received which have been damaged in transit or which are not repairable will be returned to the partner at their expense plus a handling charge as stated in the Engagement Letter.

Parts Order Type showing Lead Time and Effective Discounts

Parts pricing is available on the NCR Portal in the NCR@Your Service section.

PDS Partners have a Parts order account at NCR’s then current country list prices (minus discounts) in effect at the time of shipment – See table above and additional details below.

Note: Parts prices are subject to change without notice.

Order Type: Order Description and Terms Lead (Delivery)

Time: If In Stock

Effective Discount % w/

exchange:

Standard (Non Exchange) Standard NCR lead time Parts orders Purchase - If in stock

10 Days for AA and A items

35%

Emergency Service Parts Order (ESPO) (Non Exchange)

ESPO incurs $250 surcharge per part

If in stock

Expedited

Goal - Next Business Day

35%

ESPO (Non Exchange) Next Flight Out

ESPO Purchase - Next Flight Out

Incurs $500 surcharge per Part

If in stock

Same Business

Day

35%

Advanced Exchange Advance Exchange (AEX)

Additional 30% discount with exchange return

If in stock

2 – 10 Days 65%

ESPO - Advanced Exchange

Next Flight Out

Advance Exchange (AEX)


$500 surcharge for this service

If in stock

2 – 10 Days 65%


Parts procured from NCR may not be resold or otherwise transferred by the Partner to any party other than the party that the Partner is servicing and only when that particular part is necessary for the servicing of NCR equipment.

Parts warranty

NCR provides a ninety (90) day warranty that parts will be free from defects in material and workmanship that starts from the date of shipment.

Shipping costs for warranty orders are paid by NCR. Emergency Service Parts Order (ESPO) charges will apply if express shipment is requested. NCR will return any Parts received after 30 days freight collect to the partner, and assess the handling fee stated in the Engagement Letter to Solution Provider.

Field Retrofit Orders (FRO)

NCR may issue Safety, Regulatory and Product Improvement FROs for NCR Hardware. Partners will order and install Safety and Regulatory FROs on all affected hardware in its possession, or which the partner services, within the time period stated in the FRO announcement. Subject to availability, partners may order and install Product Improvement FROs at its discretion.

NCR will provide parts (subject to the return of replaced Parts, if noted) and written instructions to perform Safety and Regulatory FROs at no charge, and will reimburse the partner for labor at the rate set forth in the Engagement Letter for each Safety or Regulatory FRO that Solution Provider installs on Hardware under warranty. Alternatively, upon request, NCR will install Safety and Regulatory FROs on units of hardware under warranty free of charge on the same terms as NCR’s standard end-user warranty for that model and class of hardware. For units of hardware out of warranty, the partner may request NCR to install Safety and Regulatory FROs chargeable to the partner at NCR's then-current appropriate hourly rate. NCR will use its best efforts to notify partners of Safety and Regulatory FROs, but will not be liable for its failure to do so.

Product Improvement FROs will be made available to partners at NCR’s then-current rate less applicable discounts provided the partner submits an order identifying the FRO number and the serial numbers of the affected hardware. NCR will provide Parts (subject to the return of replaced Parts, if so noted) and written instructions to perform Product Improvement FROs after receipt of an order from a partner. Partners may request NCR to install Product Improvement FROs chargeable to them at NCR's then-current appropriate hourly rate. NCR will use its best efforts to notify the partner of Product Improvement FROs, but will not be liable for its failure to do so. Labor reimbursement is not available for Product Improvement FROs.

Information regarding FROs is made available via NCR@YourService or other means.

Emergency Service Parts Order (ESPO)

Partners may place ESPOs for warranty or post-warranty work, limited to one unit of the same part number. Each post-warranty ESPO will incur the surcharge listed below. Partners may only place ESPOs only when there is a critical “hardware down” situation. NCR will use its best efforts at the partner’s request to ship the ESPO the same day if received by the distribution center order desk by its stated order cutoff time, and if the part ordered is in stock.

The current surcharges per ESPO line item (part number) are:

Counter-to Counter Delivery: Surcharge per line Item (part number)

NCR delivers the part to the airline counter for shipment on a commercial flight and informs the partner of the airline and flight number so they can pick the Part up at the airline’s receiving counter.

$500

Next Day Delivery (Warranty & Post-Warranty)

Not available or working in Europe $50.00 per part ordered

Subsequent Next Business Day orders $250.00 per part ordered


NOTE: a "next business day order" is considered to be 1 of each part number ordered; The count of NBD orders placed is reset to zero on January 1st of each year Annual Partner Delivered Service Fee

You will pay the Annual Partner Delivered Service Fee (the “Fee”) for every unit of Maintained Hardware you are required to declare pursuant to Section 1. The “Partner Delivered Service Fee List Price” applies to all units other than those you originally purchased from NCR and resold to Customers under the Agreement, which will be charged the “Affinity Price” less any volume discount. Such fees will be applied quarterly until the unit is permanently removed from service (as indicated in an Equipment Declaration from you).

Partner Delivered Service Fees

For products listed in the “Hardware Authorized to Maintain” table in your Engagement letter, the following fees apply. All products below require quarterly declaration.

Partner Delivered Services Fees (Financial)

Device Class List Price Fee "Affinity" Fee

Easy Point, 56xx/58xx $300.00 $100.00

Financial Kiosk (2004, 2008) $300.00 $100.00

SelfServ $480.00 $160.00

Teller Cash Recycler $690.00 $230.00

Deposit Auto. (58xxFF/66xxMF) $750.00 $250.00

Payment Solutions – ITRAN 180 $2,985.00 $995.00

* Deposit Automation includes the PDS Fee for the associated Full Function or Multi-Function ATM

Partner Delivered Service Fees (Retail)

For products listed in the “Authorized to Maintain” table in your Engagement letter, the following fees apply. All products below require quarterly declaration

Retail Product Class Product Category Per Unit Fee

7402, 7403, 7443, 7446, 7457, 7458, 7459, 7600, 7601, 7610, 7611 RealPOS Terminals $5*

7343, 7346 Fastlane $75

7350, 7351 SelfServ Checkout $75

7402-2XXX, 7404, 7409 SelfServ & Specialty Kiosks $5*

7872, 7874, 7876, 7878, 788X, 789X RealPOS Scanners $5*

*At this time it is optional for partners to pay the $5 PDS fee and declare their POS units.

Partners who are not paying the $5 PDS fee will be charged for Level II support on a T&M basis. As the Interact program evolves, NCR will inform partners of what additional PDS attributes may be limited only to partners who are paying the $5 PDS fees. Partners who pay the $5 PDS fees will have those fees rebated thru 2014, in the form of parts rebates. There is no change to the SelfServ or Fastlane fee structure.


Partner Level II Technical Support

Under the terms of the Interact PDs Addendum and/or Software Maintenance Addendum, a partner will have access to NCR's level II English language technical support. This access will not be charged separately for HWM, but is included as part of the PDS enablement fee. SWM fees are applicable as stated in the Software Maintenance Addendum. However, NCR does reserve the right to take necessary steps to address any potential partner misuse/abuse of this support. Only trained/certified field engineers or qualified Help Desk agents have access to this Level II support. NCR will provide you access to receive Level II Technical Support (“Level II support”) to your certified employed engineers for supported Hardware. NCR will accept requests for support 24 hours a day, 7 days a week via the Level II support email address at [email protected] and will respond to you during normal working days 08.30 – 17.00 GMT (“Hours of coverage”). You also will be provided with a telephone number and a PIN code only to be used by your certified engineers. Retail hardware telephone support will be available Monday to Saturday 09:00hrs – 20:00hrs GMT and Sunday – 10:00 – 16:00 GMT. Financial hardware telephone support will be available Monday to Friday 09:00hrs – 17:00hrs GMT. In the event of recurring engagements that have not met these responsibilities, NCR reserves the right to bring these to the attention of our partners including providing recommendations for improvement. NCR reserves the right to limit the number of incidents based on a review of usage. NCR encourages partners to utilize NCR technical support when complicated issues arise, causing longer than expected diagnostic work and/or repairs necessary to return NCR equipment to full service. For more details on Partner Level II Technical Support, please refer to the PDS Reference Guide - Europe'.



Benefits Overview - Partner Delivered Services

BENEFITS of Partner Delivered Service Hardware Servicing

Partner Software Servicing

Partner

World class training developed and delivered by NCR personnel

NCR certified Parts – Warranted for use

Advanced Exchange option for qualified parts

Discounts on NCR certified parts

Remote technical support available from NCR

Licensed intellectual diagnostics available (Shared Maintenance fee if applicable)

Field Replacement Orders (FRO) labor reimbursement (see applicable products)

Access to NCR support infrastructure

Access to product drivers, new operating system releases

Access to drivers, SW Patches, updates/new releases

Access to technical bulletins

Revision/OS control (would be in compliance reports)

Currency Template Maintenance

Encrypting PIN PAD (EPP Reset Capability

Level II Support at no additional charge

Benefit Details for Partner Delivered Services

World class training developed and delivered by NCR personnel HW Service SW Service

NCR partners have the opportunity to access the NCR corporate training tool, NCR University (NCRU). NCRU is configured to deliver a wide variety of online training courses to them including learning opportunities and completion of their certification requirements. NCR shares our methodologies and techniques to allow partners to deliver a high level of service to their customers. Online service courses are provided at no charge and additional service classes are offered at NCR training facilities. NCR Services Program Manager will determine the certification level required, training courses to achieve certification and a timeframe for completing training.


NCR Certified Parts – Warranted for use HW Service SW Service

NCR offers certified parts to partners for use when providing hardware service to their customers. The parts are certified to work in each NCR designated solution in which they are contained. NCR parts are warranted for 90 days after they are sold.

Advanced Exchange option for qualified parts HW Service SW Service

This program is provided for specific parts (re-workable parts) as designated by NCR on each piece of NCR hardware. A part qualified for advanced exchange will allow the partner to return the failed part to NCR and obtain an additional credit for the returned part. This credit will then be available for use on a future parts purchase.

Discount on NCR certified parts HW Service SW Service

The partner will receive a competitively priced discount on certified NCR parts.

Remote technical support available from NCR HW Service SW Service

Partners will have remote technical support available from NCR for both hardware and software. NCR will provide remote problem-resolution assistance from a centralized NCR support center.

Licensed intellectual diagnostics available HW Service SW Service

Diagnostic software will be available on USB service keys for certain NCR products. ‘Diagnostics’ means computer programs, data, documentation, and other material which NCR may provide for use in diagnosing or maintaining Products. Diagnostic tools may be firmware, may be pre-installed on Product disk drives, or may be loaded in memory from disks or other removable media. Services Intellectual Property is NCR Confidential Information. The partner’s possession and use of Services Intellectual Property is subject to all applicable license, confidentiality, and other terms, and payment of applicable fees.

Diagnostic Software (for Retail and Financial)

Product Class Class

Description Diagnostic Software

License Fee Access Type

Media Fee Replacement

fee 7402, 7403, 7443, 7446, 7457, 7458, 7459, 7600, 7601, 7606, 7610, 7611

POS Included in Partner

Delivered Services Fee CD

Included in

PDS program $125 plus tax

7350, 7351 SelfServ

Checkout Included in Partner Delivered Services Fee

USB key $50 plus tax (if not tax exempt)

$125 plus tax

ATM

Included in Partner Delivered Service fee

CD Included in PDS program

$125 plus shipping

ATM

ATM

Included in Partner Delivered Service fee

USB key $50 plus shipping

$125 plus shipping

ATM

Field Retrofit Orders labor reimbursement parts and labor reimbursement

HW Service SW Service

Occasionally, NCR may issue Safety, Regulatory and Product Improvement, Field Retrofit Orders (FROs) for NCR hardware. For units under NCR warranty, NCR will provide parts (subject to the return of replaced Parts, if so noted) and written instructions to perform Safety and Regulatory FROs at no charge, and will reimburse partners for their labor at the established credit set forth for each Safety or Regulatory FRO that the Solution Providers install on NCR hardware. For units out of NCR warranty, partners are responsible for any parts and labor costs. Information regarding FROs is made available via


NCR@YourService or other means. Information regarding FROs is available on the NCR Portal under the section NCR@Your Service > “My Support Link”.

Access to NCR Support infrastructure HW Service SW Service

NCR Partners have 24 x 7 access to NCR@YourService, a web-based tool which provides access to NCR’s worldwide support infrastructure. This web-based tool puts NCR’s support capabilities at your fingertips speeding and simplifying problem resolution.

Access to product drivers, new OS releases HW Service SW Service

Partners will have access to updated product drivers and new operating system releases. It is their responsibility to keep their customers updated with these releases as required.

Access to drivers, SW patches, updates/new releases HW Service SW Service

Partners will have access to updated product drivers, software patches and enhancements, as well as new software releases. A patch release is defined as a change to the current software version that contains applicable fixes from previously reported problems. Patch releases must be ordered. Depending on the software product, patch releases may be available electronically. Patch releases may also be referred to as a “Maintenance Release.” It is the partner’s responsibility to track and keep their customers updated with these releases as required.

Access to technical bulletins, publications & remote support HW Service SW Service

NCR will make service hardware bulletins available to partners via NCR@YourService or other means. The partner may obtain technical publications for hardware at the prices and term stated on NCR’s on-line web ordering tool for Information Products and Publications. These materials are NCR Confidential Information subject to the confidentiality obligations in the partner’s reseller agreement with NCR, may not be reproduced or disclosed to any third person, and are for the partner’s sole use in the on-site support of hardware at end user customer locations.

NCR will make service bulletins for hardware available to the partner via NCR@YourService or other available means.

Revision/OS control (would be in compliance reports) HW Service SW Service

The partner should maintain a master copy of the software, patches, drivers, and updates as required by its’ customer base. A configuration management system should be utilized to track the software revisions and operating system updates to customers’ systems. These documents should track and provide control over changes to the customer’s configurations code.

Currency Template Maintenance HW Service SW Service

Currency Template Maintenance ("CTM”) is a support offer available for the currency template software on Bunch Note Accepting (BNA) and recycling model ATM’s, like BNA, GBNA or GBRU. As part of the PDS offering, NCR offers currency updates on standardized currencies such as the Euro and the United States Dollar at no charge. All other currency updates are done for selected partners also free of charge depending on number and types of updates that will be completed. Update types include new notes release, street quality note updates and counterfeit revisions. NCR completes development and the offer is sold by NCR to the partner who administers the currency updates for their customers. NCR Updates are provided to the partner on a media device such as CD. The partner fee structure for CTM service is dependent on the partners PDS enablement fee volume with NCR.

The table below shows the number of currency template updates to be offered to partners.


Encrypting PIN PAD (EPP) Reset Capability HW Service SW Service

NCR has developed and released a capability to reset the EPP which will often solve technical issues and restore the EPP unit to working condition vs. replacing the EPP with a new or reworked unit from NCR. This offers a significant benefit to the partners reducing the maintenance cost for the EPP. With the launch of the Interact Global Partner Program Servicing Specializations, Solution Providers will be able to use the latest versions of the XFS platform to reset the Encrypting PIN Pads (EPPs). You may already have access to this feature in your re-work lab but may not be aware of the capabilities which are now included within the XFS Platform. The latest platform also enables a reset capability for current and legacy EPPs on the Personas Class of ATMs. If the partner does not have the latest version of the XFS platform, these XFS updates are available at no additional charge from NCR and covered by the PDS enablement fee. Please contact your Channel Account Manager (CAM) for more details.

Parts Order Type showing Lead Time and Effective Discounts

Parts pricing is available on the NCR Portal website (in the NCR@Your Service section). PDS Partners have a Parts order account at NCR’s current country list prices (minus discounts) in effect at the time of shipment – See table above and additional details below.

Note: Parts prices are subject to change without notice.

Parts procured from NCR may not be resold or otherwise transferred by the Partner to any party other than the party that the Partner is servicing and only when that particular part is necessary for the servicing of NCR equipment.

Order Type: Order Description and Terms Lead (Delivery) Time: If in Stock

Effective Discount % w/ exchange:

Standard (Non Exchange) Standard NCR lead time Parts orders Purchase - If in stock

10 Days for AA and A items

35%

Emergency Service Parts Order (ESPO) (Non Exchange)

ESPO incurs $250 surcharge per part

If in stock

Expedited Goal - Next Business Day

35%

ESPO (Non Exchange) Next Flight Out

ESPO Purchase - Next Flight Out

Incurs $500 surcharge per Part

If in stock

Same Business Day

35%

Advanced Exchange Advance Exchange (AEX)


If in stock

2 – 10 Days 65%

ESPO - Advanced Exchange Next Flight Out

Advance Exchange (AEX)


$500 surcharge for this service

If in stock

2 – 10 Days 65%

http://www.my.ncr.com/


Service Parts Fees/Charges/Discounts (Retail & Financial)

Type Fees/Charges/Discounts Comments

New parts order 35% discount off country customer list price

1) List prices may differ by country

Additional discount for return of re-workable parts under the Advanced Exchange (AEX) program

30% discount off then-current customer list price

1) part must be in re-workable condition

2) return must be accompanied with an NCR issued RMA

3) return must be within 30 days of RMA issuance date

Minimum parts order $100 Surcharge for NCR to process an order below minimum $20

Handling charge $50 per part returned plus shipping 1) This applies to parts that:

a) were received after 30 days under the AEX program

b) were received after 30 days under the Warranty Exchange program

c) were not in a re-workable condition under the AEX program

d) had no RMA

Warranty labor re-imbursement (SelfServ Checkout)

Warranty Labor reimbursement POS, Kiosk, Scanners).

Warranty labor reimbursement (ATM)

$130 per incident

$80 per incident

$170 per incident

1) For approved service on equipment under NCR warranty

FRO labor re-imbursement $80 per incident 1) Some FROs named by NCR as “user installable” are not eligible for FRO labor re-imbursement

2) No labor re-imbursement on Product Improvement FROs

NOTE: All rates, charges and fees set forth or referenced in this document are subject to change without notice. All prices are without taxes including but not limited to sales, use, or value added taxes excluding those on NCR's net income. Warranty reimbursement is only available where offered.


Technician Training and Certification

All Interact partner companies offering NCR Delivered or Partner Delivered services are required to complete certain NCR-defined training. First, this training is established based on the service option the partner has selected: Contract Referral, Shared Service or Partner Delivered Service. Second, the training is defined specifically by the NCR solutions the partner has been authorized to service directly, which mainly applies to Partner Delivered Service.

The training will be a mix of classroom, web-based, CD/DVD and other media. All will be available through NCR University. Each person requiring training must have their own account on the NCR Portal, which provides access to NCR University.

With NCR University each person will be able to search and see a description about the training. From there they can sign up for an upcoming classroom course, register for and immediately launch a web-based course or place an order for a media-based (CD, DVD, book, etc.) course.

Contract Referral

Partners engaged in a Contract Referral program with NCR will sell NCR services and pass the contract to NCR to fulfill while receiving a commission for the contract value. The training for this program is targeted at partner sales personnel no matter which NCR products they sell. All partner sales personnel engaged in selling services based on NCR products should take this training.

Course Title NCRU Course # Type Audience

Why Sell NCR Services 75122 Web Sales

Shared Service

Under the Shared Service program, the partner sells their own branded services which are based on NCR services and delivered by NCR on site or through repair depot (where available). The services are discounted by NCR to the partner who sets their own customer pricing. The partner also sets up a helpdesk to take and screen initial service calls.

Service Training and Certification

All Interact partner companies offering NCR Delivered or Partner Delivered services are required to complete certain NCR-defined training. First, this training is established based on the service option the partner has selected: Contract Referral, Shared Service or Partner Delivered Service. Second, the training is defined specifically by the NCR solutions the partner has been authorized to service directly, which mainly applies to Partner Delivered Service.

The same overall rules that apply to Sales Certifications also apply to Service Certifications.

The training will be a mix of classroom, web-based, CD/DVD and other media. All will be available through NCR University. Each person requiring training must have their own account on the NCR Portal, which provides access to NCR University.

With NCR University each person will be able to search and see a description about the training. From there they can sign up for an upcoming classroom course, register for and immediately launch a web-based course or place an order for a media-based (CD, DVD, book, etc.) course.

Contract Referral

Partners engaged in a Contract Referral program with NCR will sell NCR services and pass the contract to NCR to fulfill while receiving a commission for the contract value. The training for this program is targeted at partner sales personnel no matter which NCR products they sell. All partner sales personnel engaged in selling services based on NCR products should take this training.




Shared Service

Under the Shared Service program, the partner sells their own branded services which are based on NCR services and delivered by NCR on site or through repair depot (where available). The services are discounted by NCR to the partner who sets their own Customer pricing. The partner also sets up a helpdesk to take and screen initial service calls.

Partner Delivered Service Certification

Hardware Servicing Partners

All partner sales personnel engaged in selling services based on NCR products should take this training (NCRU Course # 75122). Additionally, partners in a Shared Service agreement and selling NCR SelfServ Checkout solutions must have their helpdesk personnel take the listed training.



NCR SelfServ Checkout Overview for the Customer

Help Desk 74005 Web Helpdesk Staff

Specific training courses to become Service Specialized for Hardware Servicing Providers may be found in the Partner Delivered Service Reference Guide and on PartnerCentral under ‘Training and Certifications’.

Other Training Options:

The following additional training options are available to partners:

Training model Per student rate** Comments

Computer based training Free

Instructor led training at NCR premises $ 295 per day Financial Courses

$ 695 per day Retail Courses

1) Student travel and accommodation at partner expense

2) NCR documentation included in fee (1 set per student)

Instructor led training at Solution Provider premises

$ 2300 per day plus travel, accommodation and other related expenses for each NCR instructor

1) Solution Provider responsible for providing a suitable location and the equipment necessary to conduct the training

2) Student travel and accommodation at partner expense

Train-the-trainer training (if available) Custom quote The certification test and reference set documentation are included in the price of the training course.

* NCR may change training rates at any time.

Reminder: the guidelines as listed in the sales certification section apply for service certifications as well including:

maintaining the minimum requirements

missed re-certifications and personnel reduction/attrition


consequences of not meeting requirements,

formal recognition, and

transferability of certifications

guidelines for new solution providers

Software Servicing Partners

Training for Software Servicing Partners is provided by NCR in different methods depending on the solution and is coordinated via the CAM. For example, if NCR offers a new solution they may conduct a partner specific training session. In this instance, each partner that sells into the product’s marketing space would be invited to send a representative. The training would be via a classroom and cover such topics as how to install and implement the software, configuration parameters, etc. NCR may also provide training for NCR software solutions via NCR University NCRU courses.

Specific training courses to become Service Specialized for Software Servicing Providers are customized for each partner profile. Please contact your Channel Account Manager if you need help regarding this note.

Please note that the most up-to-date version of our training curriculum for Partner Delivered Service (PDS) specializations is available on NCR PartnerCentral at this link.

https://intranet.ncr.com/index.php?option=com_content&view=frontpage&Itemid=5459


NCR Interact Global Program Evolution and Implementation

The basic concept, creation, and evolution of our partner program have not been insulated projects. NCR leveraged input from partner organizations and channel experts around the world. This input became a fundamental building block of the Interact Partner Program, which is now part of NCR’s DNA. The footprint of an operational plan led to the development of the necessary infrastructure. This allowed us to begin socializing the Program by reviewing our plans with the existing partner community, the newly formed Partner Advisory Board and associated NCR personnel. We then began our communications, process establishment and partner contract leveling. We are currently launching Interact throughout the globe. The Interact Partner Program offers a more complete program that supports greater profitability and allows NCR to deliver market-ready solutions globally through the partner channel.

Failure to Comply

Failure to meet the minimum requirements for the partner level will result in the partner being demoted to the previous level. Once the requirements have been completed the partner may be promoted up to the next level. Benefits will not be retroactively granted.

Dispute Process

Where there is variance on a partner’s position within the Theater or by the partner, the partner profile tools will be utilized to aid in establishing their placement within the program.

Engagement Letter

All Solution Providers will receive an ‘Engagement Letter’. This letter will contain the following details: Program Level (Options are: Authorized, Advanced or Premier) Interact Program Solutions Authorized to sell and Service How purchases will be made (direct or through which Distributor) Authorized services (Options are: Contract Referral, Shared Services and Partner Delivered

Services)

Program Promotion

The program allows for promotion any time during the year that the next program level of certifications and domain expertise has been met. Moving down to a lower program level will only occur at the beginning of each program year.

Edition for Europe · their business while they promote NCR products and solutions. The NCR...

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