Services & Support

Keep every terminal in service

From installation to daily uptime, our engineers in Kuwait and Oman keep your self-service network running, backed by a 24/7 helpdesk.

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What we do

Every service your network needs, from one team

Supply, integration, installation and support under one contract.

Installation & commissioning
From crate to live service, with the site checked first so installation day runs to plan.
- Site survey: power, network and security
- Delivery, installation and software load
- Host, cash and card transaction tests
- Handover with acceptance sign-off
Preventive & corrective maintenance
Scheduled visits stop faults early. When a terminal goes down, we fix it on site to your SLA.
- Scheduled visits to an agreed plan
- On-site repair to agreed SLA times
- First and second line maintenance
- A report after every visit and incident
24/7 helpdesk & remote monitoring
One number to call, day or night. Many faults are fixed remotely, before a customer notices.
- 24/7 helpdesk for every issue
- Live terminal status with KAL KTC, where deployed
- Proactive alerts and remote resets
- Remote software distribution
Spare parts & consumables
Parts on the shelf mean shorter downtime. Stock is held locally and planned around your fleet.
- Local stock in Kuwait and Oman
- Parts sourced from our partners
- Cassettes, thermal rolls and cleaning kits
- Stock planned around your fleet
Software & integration
Our own software team deploys KAL Kalignite software and connects it to your systems.
- K3A with Arabic and English screens
- Host, switch and core banking integration
- Testing, acceptance and go-live support
- Nexgo payment integration for kiosks
Relocation, upgrades & decommissioning
Extend the life of your terminals, move them safely and retire them securely.
- Hardware and operating system upgrades
- Relocation: move, reinstall and retest
- End-of-life removal and secure disk disposal
Training for bank & telecom staff
Well-trained teams resolve simple issues faster, so terminals stay in service.
- Branch and store operator training
- First line maintenance for bank and CIT teams
- KTC administrator training
- User guides and documentation
Everything under one contract?
Hand us the whole lifecycle: monitoring, dispatch, maintenance, parts and reporting, for your entire fleet.
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Looking for software only?Explore Multi-Vendor ATM Software (KAL)

Service levels

Service you can plan around

Final service levels are set in your contract for each site.

One SLA can cover a mixed fleet, including terminals from other brands.

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Always included

Helpdesk24/7
Field engineersKuwait and Oman
Spare partsLocal stock in Kuwait and Oman

Response by fault type

Critical faultMachine down
Agreed in your contract
Major faultPartial function
Agreed in your contract
Minor or scheduledNon-urgent faults and planned work
Agreed in your contract
Preventive maintenanceScheduled visits for every machine
Agreed in your contract