T/GDJR 001-2019 Financial self-service device operation and maintenance service specification

Scope

Scope: This standard specifies the general requirements, service quality requirements, service content, service process, service safety, evaluation and improvement for the operation and maintenance services of financial self-service equipment. This standard applies to the operation and maintenance services and evaluation of financial self-service equipment. For the operation and maintenance services of non-cash machines (including empty and non-empty ones) of financial self-service equipment, this standard can be referred to for reference. Main technical contents: 1. General requirements: General principles, service institutions, service personnel, and equipment conditions. 2. Service quality requirements: Service response time, repair time for hardware failures of a single device, equipment uptime, average repair time for hardware failures, average repair frequency for failures, service satisfaction, and others. 3. Service content: Maintenance services, installation services, relocation services, preventive maintenance services, software and hardware upgrade services, usage training services, account processing services, and emergency protection services. 4. Service process: Basic process, service initiation, on-site services, feedback from service demanders, problem collection, and information archiving. 5. Service safety: Basic requirements, information security, and confidentiality security. 6. Evaluation and improvement: Continuous improvement and service supervision.

Development Information

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