FLM (First Line Maintenance) refers to service calls that do not require a tool or part, but are necessary to return the ATM machine or its infrastructure to proper operating condition.
First Line Maintenance covers much more basic situations. ATMs are somewhat sensitive, so even a small problem can take an ATM out of service. For example, receipt paper can sometimes jam. More often, cash jams can take ATMs out of service.
First Line Maintenance includes routine support, replacing and restocking consumables such as paper and ink, and resolving minor issues such as jams caused by currency, cards, or paper.
What operations are included under FLM?
- Supporting the ATM under contracted Service Level Agreements (SLAs)
- Resolving a wide variety of technical ATM faults that do not require any parts
- Replacing consumables when necessary
- Performing on-site troubleshooting for second-line repair when required
- Checking for unauthorized devices on and around the ATM front panel
- Ensuring the general cleanliness of the ATM and its surroundings
- Reporting ATM issues that require further attention, such as graffiti, physical damage to the ATM or its surroundings, cash quality, or environmental factors like heat or humidity.
- Replacing decals and stickers, and handling marketing materials when necessary.
- Ensuring on-site personnel safety and compliance with ATM security management.
