TS 12963

TS 12963 is a service standard focused on how competent service organisations for POS, ATM, kiosk and pocketable computer equipment are to be structured. It addresses rules for management practice, structural characteristics, technical equipment and the characteristics of personnel in organisations that provide maintenance, repair and support for these devices. The scope is about the authorised service operation itself, rather than the internal design of the devices.

What an authorised service model implies

POS and ATM systems are electronic devices where reliability, uptime and controlled maintenance matter. Kiosks and pocketable computers also often combine hardware and software functions and may be used in field or customer-facing environments. In general technical terms, an authorised service model brings together spare-part control, suitable technical tools, recordkeeping and qualified staff. TS 12963 frames the conditions under which that service capability should be organised.

Service areas identified by the standard

• Management and service organisation
• Structural characteristics and service environment
• Technical equipment and tooling
• Professional and personal characteristics of employees
• Authorised services for POS, ATM, kiosk and pocketable computer equipment

This standard has been withdrawn, but its scope still reflects how service competence was defined for early payment and self-service technologies. From a general engineering perspective, service quality in these systems depends on response to faults, safe working practices, protection of data and device integrity, and the technical competence of the personnel involved. TS 12963 is directed at regulating that service infrastructure.