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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 as Doc to download a filled copy. Questions? Email MS-ATM@wittenbach.com
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General Information 0 / 5
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Institution / FI Name
How many locations are there?
Who replenishes the ATMs — the FI or a cash vendor?
Does the FI have a site contact for each ATM location? If yes, provide name, phone, and email for each location.
May Wittenbach contact the ATM host on the FI's behalf? If yes, provide any required authorization details.
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Software & Maintenance 0 / 7
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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
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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 0 / 7
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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.
What are the IP addresses of all ATMs covered by Managed Services?
Do all ATMs connect to a central gateway, or is a separate VPN connection required per location?
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.
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 network managed by the FI or a 3rd party? If 3rd party, confirm they allow external vendor communication and provide their contact info.
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 0 / 2 fields
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ℹWittenbach uses IPSec VPN for all managed ATM connections. The pre-shared key (PSK) is provided separately. Fill in the Customer fields with your VPN gateway IP and ATM private IP ranges.
⚠Firewall Rule Required: Allow bidirectional TCP on ports 22005, 21031, 21001, 15900 and whitelist wittenbach.beyondtrustcloud.com
VPN Gateway
Wittenbach Public IP
54.91.211.13
Customer Public IP
Phase 1 — IKE
IKE Version2
AuthenticationPre-shared Key (PSK)
PSK Min. Length32 characters
CipherAES-256
HashSHA-512
DH Group21
Key Lifetime86,400 sec
Phase 2 — ESP
CipherAES-256
HashSHA-512
DH Group21
Perfect Fwd SecrecyEnabled
Replay DetectionEnabled
Key Lifetime28,800 sec
Encryption Domain — ATM Private IP Ranges
Wittenbach
172.19.16.0/23
Customer Range(s)