First/Second Line Maintenance
FLM
Requires no tools or parts; basic remedial maintenance:
- Clearing paper or currency jams
- Clearing/printing electronic journal
- Clean ATM dip, swipe or motorized card readers
- Reset cash dispenser; reset printer
- Reload DES keys if ATM has lost encryption
- Inspect and correct placement or seating of captured card tray, currency cassettes and divert bin
- Perform test transaction after service to ensure ATM is online
- Replace defective currency cassettes and transfer currency from defective cassette to the new cassette
- Check supplies and replenish as necessary
SLM
Includes repairs beyond the scope of First Line Maintenance necessary to keep the ATM in good operating condition:
- Replacement parts and labor performed by a certified ATM technician
- Scheduled preventive maintenance
- Required software changes/upgrades
- Communications troubleshooting including dial-up, frame relay, V-Sat and Wireless configurations
Response time: Within 4 hours of notice (seven days per week 8am-8pm)