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The table below lists the fields of the First Line Support Agreement form and provides utilization guidelines for each field.

Field Label Utilization Guideline Name

The Name field is used to enter the name of the first line support agreement in the following syntax:

“First line support agreement for” [Customer]

If a unique agreement ID is given to each first line support agreement, then this ID can be added at the start of the name.

Example:

• FLSA0001030 – First line support agreement for Widget North America

Status

The Status field displays the current status of the first line support agreement ( FLSA ).

The available options are:

• Being Prepared – The FLSA has not yet been finalized.
• Scheduled for Activation – The FLSA has been finalized. It will automatically be activated when its start date has been reached.
• Active – Users are currently covered by the FLSA . The Status field is automatically changed from “Scheduled for Activation” to “Active” when the start date of the FLSA has been reached.
• Expired – Users are no longer covered by the FLSA . The Status field is automatically changed from “Active” to “Expired” at the end of the day that is selected in the Expiry date field. It is not possible to manually set the Status field to “Expired”.

Customer

The Customer field is used to select the organization that pays for the first line support agreement.

Customer representative

The Customer representative field is used to select the person who represents the customer of the first line support agreement.

Major incident managers

The Major incident managers field is used to select all the people who can assume the role of major incident manager for the organization that is covered by the first line support agreement.

First line support provider

The First line support provider field is used to select the organization that provides first line support for the customer.

Service desk team

The Service desk team field is used to select the specific team within the first line support provider organization that provides first line support for the users covered by the first line support agreement.

Service desk manager

The Service desk manager field is automatically set to the person who acts as the manager of the service desk team.

Start date

The Start date field is used to specify the first day during which the first line support agreement ( FLSA ) is active.

The time zone of the FLSA’s support hours applies to this date.

Notice date

The Notice date field is used to specify the last day on which the first line support provider organization can still be contacted to terminate the first line support agreement ( FLSA ) to ensure that it expires on the intended expiry date. The Notice date field is left empty, and the Expiry date field is filled out, when the FLSA is to expire on a specific date and no notice needs to be given to terminate it.

As long as notice still needs to be given to terminate the FLSA , the Expiry date field is to remain empty.

The time zone of the FLSA’s support hours applies to this date.

Expiry date

The Expiry date field is used to specify the date through which the first line support agreement ( FLSA ) will be active. The FLSA expires at the end of this day if it is not renewed before then. When the FLSA has expired, its status will automatically be set to “Expired”.

As long as notice still needs to be given to terminate the FLSA , the Expiry date field is to remain empty.

The time zone of the FLSA’s support hours applies to this date.

Support hours

The Support hours field is used to select a calendar that defines the support hours during which the service desk team can be contacted for first line support.

This field is automatically set to the work hours of the team selected in the Service desk team field.

Time zone

The Time zone field is used to select the time zone that applies to the start, notice and expiry dates, and to the support hours.

This field is automatically set to the time zone that applies to the work hours of the team selected in the Service desk team field.

Targets Support chat pickup target

The Support chat pickup target field is used to enter the number of hours and minutes within which a new support chat that has been assigned to the service desk team is answered. For this, the customer’s Self Service setting ‘Allow support chats’ must be enabled.

Pickup target

The Pickup target field is used to enter the number of hours and minutes within which a new or existing request that has been assigned to the service desk team is assigned to a specific member within the service desk team, is assigned to another team, or is set to a status other than “Assigned”.

Pickups within target (%)

The Pickups within target field is used to enter the minimum percentage of requests that are to be picked up by the service desk team within the pickup target.

First call resolutions (%)

The First call resolutions field is used to enter the minimum percentage of requests that are to be completed by the service desk team during their registration.

Service desk only resolutions (%)

The Service desk only resolutions field is used to enter the minimum percentage of requests that are to be completed by the service desk team without having been assigned to any other team within the account that is covered by the first line support agreement.

Service desk resolutions (%)

The Service desk resolutions field is used to enter the minimum percentage of requests that are to be completed by the service desk team.

Rejected solutions (%)

The Rejected solutions field is used to enter the maximum percentage of requests that were reopened (i.e. which status in the account that is covered by the first line support agreement was updated from “Completed” to another status).

Details Target details

The Target details field is used to provide a description of all the targets of the first line support agreement.

This field allows basic text formatting .

Charges

The Charges field is used to describe the amounts that the customer will be charged for the first line support agreement. These can be recurring as well as one-off charges.

This field allows basic text formatting .

Remarks

The Remarks field is used to add any additional information about the first line support agreement that might prove useful.

This field allows basic text formatting .

Attachments

The Attach file… link is used to attach a file to the first line support agreement. Multiple attachments can be added to a first line support agreement.

Coverage Covered account

The Covered account field is automatically set to the customer’s account . All people who belong to this account are covered by the first line support agreement.

Invoices Invoices

The Invoices table field lists all invoices that have been added to the first line support agreement. For each invoice, this field shows the invoice date, the invoice number, a description, and the amount of the invoice. The total amount of all invoices of this first line support agreement is summed up under the individual amounts.