First Line Support Agreement (FLSA)

First Line Support Agreement (FLSA) defines which team is responsible for providing a single point of contact, where end-users can turn to for support regarding the IT services they use. The FLSA also outlines the hours during which contact with this team is possible for support. Furthermore, the FLSA typically includes a description of the target metrics achieved by the Service Desk team and the amount that the client paying for the first line of support pays.

After a Service Desk team is selected, the R-Service (RR Tech Service Management) system can assign it requests submitted by end-users that haven’t been assigned to a specific service. Similarly, the R-Service (RR Tech Service Management) system can reassign rejected requests to the Service Desk team if these requests were not previously assigned to another team.

The FLSA is always established between two organization. Two organizations can belong to the same space, in which case the Service Desk team and person it provides support to, also belong to the same space. If the client and service provider organizations belong to different spaces, then the first line of support provider registers the FLSA, specifying the team that will act as the Service Desk for persons from the client organization. To establish an FLSA with a client organization in another space, trust needs to be established between the spaces of your organization and that of the client.

If the client’s FLSA belongs to another space, then persons with the service level manager role role in the client’s space can assign a representative from the client for the FLSA.

Only persons with the service level manager role can manage the FLSA within a space.

The first line support agreement fields page presents recommendations for utilizing each field of the FLSA form.