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Wittenbach Managed Services

Managed Services Questionnaire

Complete all sections to configure Wittenbach Managed Services for your ATM fleet. Submit this form before services can be activated.

Instructions: Complete all sections, then use Export to download a filled copy. Use Upload Files to submit the questionnaire and any other relevant files to Wittenbach.
Upload Files Upload your completed questionnaire or supporting documents to Wittenbach
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Drag & drop files here or browse to select
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Customer Information
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Software & Maintenance
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⚠Wittenbach performs quarterly Windows Security updates and Hyosung Software updates as needed. Specify your approval and notification preferences below.
Windows Security Updates — Approval required before Wittenbach pushes the update? If yes, provide the contact to notify for approval.
Hyosung Software Updates — Approval required before Wittenbach pushes the update? If yes, provide the contact to notify for approval.
What time window should Wittenbach use for distributing software updates? e.g., Monday–Thursday 12 AM–3 AM
Should Wittenbach reach out after performing corrective action? Provide contact info for after-action confirmation if applicable.
Are there any 3rd party applications running alongside the ATM software? e.g., remote control software, antivirus software
May Wittenbach contact the ATM host on the FI's behalf to perform a corrective action? If yes, provide any required authorization details.
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Event Notifications
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ℹAll event alerts are sent to the same email address(es). Press Enter after each address to add multiple recipients.
Notification Email Address(es)
Event CategoryNotification Timer
Supervisor Mode40 minutes
Out of Service20 minutes
Communication Down10 minutes
Supplies Alerts
Receipt Paper, Ink		30 minutes
Cash Alerts
Cassette/Bin Low, Full, Inoperable		20 minutes
Hardware Errors
Cash or Check Jam, Device Offline		30 minutes
Fraud Warnings
Fraud & Anti-Skimming alerts		Immediately
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Network & Connectivity
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ℹWittenbach requires VPN connectivity to all ATMs under the managed services agreement. Complete all fields before proceeding to VPN setup in Section 5.
Is the network managed by the FI or a 3rd party? If 3rd party, confirm they allow external vendor communication and provide their contact info.
Do all ATMs connect to a central gateway, or is a separate VPN connection required per location?
Will the FI use an existing firewall/edge device as the VPN endpoint? If yes, provide the public IP and firewall vendor (e.g., Cisco, Palo Alto).
Is the 172.19.16.0/23 private IP range currently in use by the FI? If yes, provide an alternate range (/28 or larger) for NAT.
Are there any network size restrictions for receiving software updates? Note: software updates can be up to 2 GB in size.
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VPN & Firewall Configuration
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Restricted Access
This section contains sensitive network configuration. Enter the access password to view.
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Terminal Information
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ℹAdd one entry per ATM/ITM terminal. Click + Add Terminal to add additional sites.