Field Services Provider

Mexico

Fiserv does not extend to its field services vendors access to its ticketing tool system (TMP), once it was not designed to elaborate routes, maintain mandatory documentation for ticket closure or cancellation. Fiserv expects its field services partners to utilize their internal platforms and integrate a specific set of controls to ensure visibility of the service orders assigned to the vendor and to ensure tracking of the assets from Fiserv or it’s associated financial institutions in possession of the field services provider.

There will be two ways in each such integration will take place, being the first one through APIs designed to 1. incorporate new tickets from Fiserv into vendor, 2. to exchange statuses updates from both ends, 3. to log service order completion or its cancellation based on a set of pre-defined choices, 4. to communicate receival of new terminals, accessories, etc.

Main APIs available here to be used by the field services provider will be:

API	API Owner	API user	Purpose
New ticket	Field Services Provider	Fiserv	API to enable creation of Service Orders on vendor platform
Ticket update	Field Services Provider	Fiserv	API to enable Service Orders update on vendor platform
Uninstall	Fiserv	Financial institution	API to enable creation of Service Orders to withdrawal a terminal
Supply request	Fiserv	Financial institution	API to enable creation of Service Orders for paper roll delivery
Re-schedule	Fiserv	Financial Institution and Field Services Provider	API to enable update on Service Orders (exclusively to postpone due date)
Order Update	Fiserv	Field Services provider	API to enable updates on a Service Order assigned to a Field Services vendor
Maintenance / Replacement	Fiserv	Financial institution	API to enable creation of a Service order requesting a terminal to be replaced
Maintenance / Change Technology	Fiserv	Financial institution	API to enable creation of a Service order requesting a terminal with a different technology
Maintenance / Change Carrier	Fiserv	Financial institution	API to enable creation of a Service order requesting a SimCard exchange
Install	Fiserv	Financial institution	API to enable creation of a Service order requesting installation of a new terminal
Cancel order	Fiserv	Financial institution and Field Services Provider	API to enable cancellation of a previously opened Service order
Ticket List	Fiserv	Financial institution	API to enable query of the Service orders opened on behalf of a Merchant
Terminal List	Fiserv	Financial Institution	API to enable query on the terminals assigned to a particular merchant
Product	Fiserv	Financial Institution	API to enable confirm terminal model based on a serial number
Ticket List details	Fiserv	Financial institution and Field Services Provider	API to enable query Service order details based on a Service order number

Pre-requisite for the APIs consumption is the acquisition of a private certificate, that will be address in further details in this content.

The second method will be via XML files exchange, once per day, in which Fiserv expect from its Field Services vendor to communicate every asset position change occurred in the previous day, incorporating 1. terminals or SimCards moving from centralized stock to advanced location and vice versa, 2. terminals or SimCards moving from advanced location to merchants and vice versa, 3. terminals or SimCards moving from internal triage to repair and vice versa.