Everything You Need to Know About First-Line Maintenance

Atm Repair - Maintenance - Modern Group

If a person owns an Automated Teller Machine, they should make a decision about how to take care of their units properly. This industry basically divides repairs into two categories, First-Line and Second-Line Maintenance.

First-Line Maintenance

FLM or First-Line Maintenance involves more basic situations. Automated Teller Machines are pretty touchy; even minor things can make them out of service. When the paper moves through the machine, it can cause some issues. For instance, receipt papers sometimes jam up. 

Cash can also jams up, bringing the device down, especially since cash tends to be old or in poor shape, which makes it likely to cause paper jams. Other FLM events include card reader problems that need basic resets to resolve. Sometimes, ATMs just needs a restart since most of these devices are Windows-based. Each of these instances is pretty basic and does not need tons of training. 

Most credit unions and traditional banks do their own FLM because it is a lot easier to train branch personnel on how to fix minor issues that may arise. This type of repair happens more often than SLM repairs. One unique feature of this type of maintenance is that it needs access to the vault, which can raise various security problems.

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Second-Line Maintenance

SLM applies to repairs that need tool bags. Think of more significant repairs that may take a while to complete or replace damaged parts. Technicians need higher levels of expertise and training to complete these repairs. SLM does not usually need access to the vault, so a lot of times, technicians don’t have access to cash during the repair.

Cash handling

It is entirely separate from FLM and SLM. It is the function of replenishing money to the Automated Teller Machine. With that being said, some cash-handling firms will also design FLM contracts. It is a natural function for these organizations because they already have access to the vault, and it does not need additional training or expertise of their staff.

Situations that work pretty well for these agreements

Remote Automated Teller Machines where access is very hard

A lot of areas can be serviced well by stand-alone ATMs. More customers can be easily accessed without the messy construction of full-service branches. Since these devices don’t have staff in the location, they need an FLM agreement with service companies. When the device has problems, it usually can ask for help using automated messages going out through the service providers directly to the service companies.

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Atm Repair - Maintenance - Modern Group

Limit access to money

This agreement is an excellent idea if there are security concerns for Automated Teller Machines that are located in a certain branch. It would be a lot better to leave these events to qualified organizations to resolve instead of exposing the team to possible danger related to cash vault access.

Focus on client services

A lot of individuals choose to have FLM agreements because they don’t want their team distracted by various ATM repairs and maintenance. They want their team to be totally focused on client service, and events can be pretty distracting, even if the repair is considered minor.

Accessing these agreements

People can purchase these agreements from different sources: directly from qualified firms, from their cash handlers, or from equipment management companies.

Direct to service firms

These organizations usually extend multi-year or annual agreements to provide FLMs. They usually need an underlying SLM agreement for repairs that become more advanced compared to just First Line problems. A lot of times, the same professional who does FLM is trained on SLM, so if the problem ends up being too involved, they are highly qualified to do it.

Cash handlers

Not all handlers will perform this type of maintenance. The advantage here is that these professionals already have access to the ATM vault. The downside is that they are not usually able to do anything more than FLM events, so they will be required to contact firms if the problem is more involved.

Equipment management firm

These firms don’t have professionals but use approved service firms on the owner’s behalf. The advantage is that owners are not locked into one firm or of all their devices for a long time. These organizations are usually able to manage all devices and tools in their organizations, so it provides one exemplary approach for every issue. They are usually less expensive compared to direct contracts.

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