What is an Arrival Time Window (ATW)?

The ATW is a 3-hour window of time in which a technician will arrive on site to service your equipment. Diebold's ATW replaces the Estimated Time of Arrival (ETA).

How can I receive an ATW?

After a service call is placed, customers can receive an initial e-mail that will contain the Arrival Time Window or scheduled meet time, the service call number, the site number, the equipment type, and any current call text.

Another e-mail will be sent communicating the call has been "closed complete" or "closed incomplete" and will show the updated call text. If the call is incomplete, the e-mail will state that we will need to return to complete service. The e-mail will also contain a link to a survey to be completed about the specific service call. This will enable us to better understand customer expectations and focus on areas of success and improvement.

Do I have to receive the e-mails? No, you do not have to receive the e-mails. Customers will be asked when a service call is placed if they want to receive the e-mails. If the answer is yes, the e-mail address will be requested and entered to begin the process.

Are there any other options to get the ATW besides e-mail? Yes, you can call 1-800-Diebold and press option 2 to get an up to date ATW for your service call. You can also use our new ATW web page located on our Service on Demand portal (https://ATW.diebold.com) that gives you the same ability.

Do I need to request an e-mail in order to use the phone option? No, anyone can use the phone option to get an updated ATW.

What information do I need to provide to use the phone option? Your service call number or customer site number is required.

If something changes with my service call will I get an updated e-mail? No, you will not get an updated e-mail. Feedback from several customers informed us that people do not want to be inundated with too many e-mails. If there is a significant change to your service call it is our policy to contact you directly. If there are ever any questions about your service call you can always use the 1-800-Diebold phone option to get an updated ATW through our automated system, or speak to a customer service representative.

I requested an e-mail, but never received it. What happened? There are a variety of things that could have occurred:

• Your e-mail address could have been keyed into our system incorrectly. Our call center associates monitor for returned e-mail and make corrections whenever possible.
• Your company's SPAM filters could be set to automatically reject the e-mail from Diebold's ATW e-mail address. Please contact your company's department that is responsible form maintaining the e-mail system and ask them to add Diebold_ATW@Diebold.com to their safe e-mail list.
• Your e-mail address may have a special character in it such as an underscore. We are currently working on resolving this issue.