ATMs' longevity depends heavily on ATM maintenance. Basically, one of the ATM repair categories is Second Line Maintenance.
We can say that SLM (Second Line Maintenance) applies to repairs that require a toolkit. Technicians need higher training and expertise to complete repairs that require part replacement. Second Line Maintenance generally does not require access to the ATM safe, so Second Line Maintenance technicians often do not have access to cash during repairs.
Second Line Maintenance also includes ATM maintenance such as software updates as well as replacing or repairing worn parts.
Division of labor between SLM and FLM
First Line Maintenance (FLM) generally covers simple tasks that require access to the secure area, such as cash loading, cassette replacement, and paper or ink replacement. Second Line Maintenance involves deeper troubleshooting and part replacement.
This distinction matters in service contracts. Response times, spare parts inventory, and remote diagnostic capacity are defined on a per-line basis.
To reduce maintenance costs, banks first diagnose ATM faults remotely; a technician is only dispatched when necessary.
