Managed Services (MSP)

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In our ATM outsourcing services business, we offer an end-to-end ATM outsourcing model where we are
generally responsible for sourcing sites and owning, deploying, maintaining and managing the ATMs and
related assets set up by us. The deployment process for an ATM begins with its site identification and selection.
We had a dedicated site selection team, including a channel management sub-team, field operations sub-team
and sourcing and implementation sub-team, of 279 employees, as of August 31, 2021, spread across India who
identify, visit and shortlist suitable sites. We source and select sites in consultation with our bank customers,
which is often based on the deployment formats of the banks. We enter into lease agreements with the landlords
of the sites, then install the ATMs and related assets. In this model, we retain the proprietary and beneficial
interest in the ATM and its related assets during the term of our agreement with our customers. Similarly, in our
CRM outsourcing services business, we offer an end-to-end CRM outsourcing model where we are generally
responsible for sourcing sites and owning, deploying, maintaining and managing CRMs.

Under our ATM managed service business, while we are generally responsible for services in respect of the
ATMs and the sites, the banks own the ATMs and are responsible for site sourcing, switching and transaction
processing. Similarly, under our CRM managed service business, while we are generally responsible for
services in respect of the CRMs, the banks own the CRMs and are responsible for site sourcing, switching and
transaction processing.

In both businesses, we are responsible for the maintenance of the ATMs (through first line and second line
maintenance), along with cash management services such as cash forecasting, cash reconciliation, cash
replenishment and upkeep of the site. We also ensure the ATMs are connected to the applicable host customer’s
switch to enable the driving, switching, authorization and processing of transactions by the host customer. We
also monitor sites from both an operational and profitability perspective, and we relocate ATMs if and when
required.

In both businesses, our payment terms for our services are either on a fixed monthly fee basis or on a per
transaction basis. Under our contracts, a transaction could be financial, non-financial, on-us (by a card holder of
the same bank or financial institution as the ATM), off-us (by a card holder of a different bank or financial
institution as the ATM), or a combination of these categories. Certain contracts also provide for a minimum
guaranteed payment to us. Under our outsourcing services contracts, upon the expiry of our agreement with the
banks, the banks generally have a right to take over and purchase the ATM and its related assets at a price
calculated in accordance with the terms of our agreement. In a few outsourcing services and managed services
contracts, we are also required to pay an upfront fee to our customer, which is amortized over the duration of the
contract.

Under our outsourcing and managed services contracts, we are generally responsible for the following at the
site:

ownership of the ATM(s) and CRM(s) and related assets (in complete outsourcing contracts only),
including:
©  anuninterrupted power supply unit with batteries;

the very small aperture terminals and modems;

the air-conditioner(s);

furniture and fixture;

video surveillance, if applicable;

site sourcing and the expenses involved with it (applicable for outsourcing contracts only);

leasing of the entire site;

rent deposits or rents in advance;

electricity expenses;

ATM monitoring (uptime) and maintenance;

help desk management;

incident management;

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