CDS maintains one of the highest ATM uptime records in Bangladesh — 99.8% across our managed Kingteller fleet serving partner banks including Mutual Trust Bank, The City Bank, and NRBC Bank PLC. This article details how we achieve this reliability through our multi-layered approach to preventive maintenance, predictive analytics, and rapid-response field engineering.
The 24/7 Network Operations Center
At the heart of our banking automation excellence is our dedicated NOC, operating from our Uttara headquarters. The NOC monitors Kingteller ATM, CRM, and CDM terminals across Bangladesh in real-time, with automated alerting for 23 distinct fault categories. Our SNMP-based monitoring platform polls each terminal every 60 seconds, tracking cash levels, receipt paper, card reader health, network connectivity, and environmental conditions.
Preventive Maintenance Program
Our preventive maintenance program operates on a 3-tier schedule:
- Weekly — software updates, log collection, basic cleaning, and cash cassette inspection
- Monthly — full mechanical inspection, card reader alignment, receipt printer calibration, and security seal verification
- Quarterly — complete teardown and rebuild of critical components, firmware upgrades, network equipment refresh, and UPS battery testing
Rapid Response Field Engineering
When issues arise, our 2-hour maximum response SLA ensures minimal downtime. We maintain spare parts depots in 8 divisional cities, each stocked with the 50 most common replacement components. Our field engineers carry ruggedized tablets with remote diagnostic capability, allowing the NOC to guide troubleshooting in real-time.
Consistent hardware uptime is the single most important metric for banking infrastructure vendors. Our managed NOC service is designed around one principle: proactive maintenance prevents the failures that reactive support cannot fix fast enough.