First Line of Support Agreement (FLSA) Fields

The fields of the First Line of Support Agreement (FLSA) form are listed below and recommendations for using each of them are provided.

Name

The Name field indicates the name of the First Line of Support Agreement (FLSA) in the following syntax: “First line of Support Agreement (FLSA) for”[Customer] If a unique identifier is specified for the First line of support agreement (FLSA), this identifier can be added to the beginning of the name. Example: FLSA0001030 is a first line support agreement for...

Status

The Status field displays the current status of the First Line of Support Agreement (FLSA). The following options are available: Preparation – work on the agreement on the first line of support (FLSA) It's not finished yet. Launched for activation – work on the First Line of Support Agreement (FLSA) has been completed. The First Line of Support Agreement (FLSA) will be automatically activated on the specified start date. Active - Users are currently covered by the First Line of Support Agreement (FLSA). Field The status automatically changes from “activated” to “Active” when the start date of the First Line of Support Agreement (FLSA) is reached. Expired - Users are no longer subject to the First Line of Support Agreement (FLSA). Field The status automatically changes from “Active” to “Expired” at the end of the day indicated in the field Expiration date. It is impossible to enter in the field The status value is “Expired".

Customer

In the Customer field, select organization, which pays for the First Line of Support Agreement (FLSA).

Customer Representative

In the field The customer's representative is selected by person, who is the representative of the customer of the First Line of Support Agreement (FLSA).

Managers of significant incidents

The Significant Incident Managers field selects all persons who assume the role of Significant Incident Manager in an organization covered by the First Line of Support Agreement (FLSA).

First Line Support Provider

In the First-line Support Provider field, select the organization that is the first-line support provider for the customer.

The Service Desk Team

In the field Service Desk Team a specific team is selected in the organization of the first line of support provider, which provides the first line of support for users covered by the First Line of Support Agreement (FLSA).

Service Desk Manager

In the Service Desk Manager field, the person who performs the functions of the head of the Service Desk team is automatically selected.

Start date

The Start Date field indicates the first day of the First Line of Support Agreement (FLSA). The time zone of the First Line of Support Agreement (FLSA) hours applies to this date.

Date of notification

The Notification Date field indicates the last day on which the organization providing the first line of support can still be contacted to terminate the First Line of Support Agreement (FLSA) and to ensure that the First Line of Support Agreement (FLSA) expires on schedule. If the First Line of Support Agreement (FLSA) expires on a certain date and no notification is required to terminate the First Line of Support Agreement (FLSA), then the Notification Date field must be left blank and the Expiration Date field must be filled in. If a notification is required to terminate the First Line of Support Agreement (FLSA), then leave the Expiration Date field empty. The time zone of the First Line of Support Agreement (FLSA) hours applies to this date.

Expiration Date

The Expiration Date field indicates the date until which the First Line of Support Agreement (FLSA) will be in effect. If the First Line of Support Agreement (FLSA) is not extended, it expires at the end of the specified day. After the expiration date, the status of the First Line of Support Agreement (FLSA) automatically changes to “Expired”. If a notification is required to terminate the First Line of Support Agreement (FLSA), the Expiration Date field must be left blank. The time zone of the First Line of Support Agreement (FLSA) hours applies to this date.

Support hours

In the Support Hours field, select calendar, which defines the support hours during which you can contact the Desk Service to receive the first line of support. This field is automatically set according to the working hours of the team selected in the field Service Desk Team.

Time zone

In the Time Zone field, select the time zone that applies to the start, notification, and expiration dates and support hours. This field automatically sets the time zone corresponding to the working hours of the team selected in the field Service Desk Team.

Target indicators

Target support chat response time

In the Target Response time of the Support chat field, enter the number of hours and minutes during which the response will be given in the new chat created for the Service Desk. To use this option, the customer must have the self-service portal setting ‘Allow Support Chats' enabled.

Target reaction time

In the Target Response Time field, enter the number of hours and minutes during which a new or existing request submitted to the Service Desk is assigned to a specific Service Desk participant, reassigned to another team, or transferred to a status other than “assigned".

Requests accepted within the target (%)

In the Requests accepted within the target indicator field, enter the minimum percentage of requests that should be accepted by the Service Desk within the target indicator.

Solutions to the first challenge (%)

In the First Call Solutions field, enter the minimum percentage of requests that must be completed by the Service Desk when they are registered.

Solutions are Service Desk only (%)

In the Service Desk Only Solutions field, enter the minimum percentage of requests that must be completed by the Service Desk without being reassigned by any other team within the space covered by the First Line of Support Agreement (FLSA).

Service Desk Solutions (%)

In the Service Desk Solutions field, enter the minimum percentage of requests that must be completed by the Service Desk.

Rejected solutions (%)

In the field Rejected Solutions introduces a maximum percentage of requests that can be reopened (i.e., whose status has been changed from “Completed” to any other within the space covered by the First Line of Support Agreement (FLSA)).

Details

Details of the target indicator

The Target Details field describes all the targets of the First Line of Support Agreement (FLSA). It is possible to use basic text formatting in this field.

Payments

The Payments field indicates the amounts charged to the customer under the First Line of Support Agreement (FLSA). These can be both recurring (subscription fee) and one-time payments. It is possible to use basic text formatting in this field.

Notes

Any additional information about the First Line of Support Agreement (FLSA) that may be useful is added to the Notes field. It is possible to use basic text formatting in this field.

Attachments

Field Attachments (add attachment) is a link that allows you to add attachments to the First Line of Support Agreement (FLSA). It is possible to add multiple attachments.

Coverage

Covered space

In the field The covered space is automatically selected by the space of the customer. All persons related to this space are subject to the First Line of Support Agreement (FLSA).

Invoices

Invoices

The Invoices field lists all invoices that have been added to the First Line of Support Agreement (FLSA). For each invoice, the date, number, description, and amount are specified in this field. The total amount of all invoices under this First Line Support Agreement (FLSA) is displayed in separate amounts.