Support Agreement Basic Data—Exercises

Main Exercise

Define Support Level

Purpose: The purpose of this lesson is to define a support level to be used for support agreements and support organizations.

Windows:
Support Agreement Basic Data/Support Level

1. Open the Support Agreement Basic Data window. The Support Level tab is automatically selected.
2. Click F5 or the New icon to create a new record.
3. Enter 1 in the Support Level field.
4. Enter Default Support Level, in the Description field.
5. Enter This Support Level can be used for most cases, in the Note field.
6. Select the Default check box.
7. Enter 0.5 in the First Reaction Time field and 1 in the Response Interval field.
8. Enter 1, 2, 3 and 4 in the Severity 1, Severity 2, Severity 3 and Severity 4 fields respectively.
9. Save the record. (F12)

Define Support Type

Purpose: The purpose of this lesson is to define a support type to be used in support agreements.

Windows:
Support Agreement Basic Data/Support Type

1. Click the Support Type tab.
2. Click F5 or the New icon to create a new record.
3. Enter MAINT in the Support Type field.
4. Enter Maintenance Type Support, in the Description field.
5. Select the Default check box.
6. Enter 1 in the LOV Order field.
7. Enter Maintenance support provided in the Note field.
8. Save the record.(F12)