Support Agreement

A support agreement is required to make it possible for customers to get support according to an agreed support level. 

A support agreement documents basic support obligations between the organization and a specific customer. These obligations include a response level and minimum response times for cases connected to that particular customer.

A support agreement contains details about the customer, response hours, support agreement, customer contacts, flash notes, support key, customer project, and approval.

Each support agreement belongs to a specific customer. The support organization is the organization which will be responsible for handling the call center cases for the particular customer. 

Each support agreement possesses a unique agreement ID. When a support agreement is specified for a particular customer, the customer will receive support according to the support level specified on it. The support agreement receives the default response hours specified for each support level, but they can be changed for each support agreement. These response times differ according to the severity of the case. The support type indicates what the support is about. A support agreement also contains time zone information about the support organization and can contain information on work calendars as well.

A support agreement can have one or more documents attached to it.

A support agreement can contain contact names and information about the customer to whom the agreement belongs.

Flash notes defined in support agreements provide call center personnel with critical information. These can be either pop up messages or flash messages.

A support agreement can be connected to a support key. Support keys contain information about customer installations or customer sites, including secured information. The support keys which use the support agreement can be viewed through the support agreement.

A support agreement may contain information about one or more customer projects, sub projects, and activity combinations.

A support agreement is valid only after it has been approved. An agreement which is blocked will be temporarily invalid.