Service Contract—Basic Data Requirements Exercises

Main Exercise

Purpose: The purpose of this lesson is to set up the basic data required to create and maintain a service contract.

Windows:
Service Contract Basic Data

Define Contract Type

  1. Open the Service Contract Basic Data window, click the Contract Type tab and create a new record (F5).
  2. Enter the following sets of data:
     
    Field Value 1 Value 2
    Contract Type STANDARD FULL
    Description Standard framework contract type Full framework contract type
    Default True False
    LOV Order 10 20
  3. Save the information.

Define Service Level Agreement

  1. Open the Service Contract Basic Data window, click the SLA tab and create a new record (F5).
  2. Enter the following values according to the table:
     
    Field Value
    SLA ID PREMIUM
    Description Premium service level agreement
    Calendar ID MAINT
  3. Enter the minimum time needed between entering a fault and starting the actual work in the Response Time Hours and Response Time Minutes fields.
  4. Enter the maximum time taken to complete the work, i.e., the time between entering a fault and finishing the work In the Resolution Time Hours and Resolution Time Minutes fields.
  5. Enter the time up to which a resolution time can be calculated in the Cut-off Time Hours and Cut-off Time Minutes fields.
  6. Save the information (F12).

Define Service Level Agreement for Scheduling

Purpose: The purpose of this lesson is to set up the service level agreements (SLAs) that will be used when running 360 Scheduling.

Prerequisites: The Basic Data Definitions for 360 Scheduling - Scheduling Type exercise must have been completed.

  1. Open the Service Contract Basic Data window, click the SLA tab and create a new record (F5).
  2. Enter a unique identity and description for the SLA (service level agreement) in the SLA ID and Description fields.
  3. In the Response Time Hours and Response Time Minutes fields, enter the minimum time needed between entering a fault and starting the actual work.
  4. In the Resolution Time Hours and Resolution Time Minutes fields, enter the maximum time taken to complete the work, i.e., the time between entering a fault and finishing the work.
  5. In the Cut-off Time Hours and Cut-off Time Minutes fields, enter the time up to which a resolution time can be calculated.

Note: If the remaining time of the work day is less than the cut-off time when creating a service request, the resolution time is calculated from the next work day.

  1. In the Calendar ID field, use the List of Values to select the identity of the calendar that is applicable for the SLA.
  2. In the Primary Scheduling Type field, use the List of Values to select the primary scheduling type for the SLA.
  3. In the Secondary Scheduling Type field, use the List of Values to select the secondary scheduling type.
  4. In the Secondary Scheduling Type Duration Hours field, enter the duration in hours for the secondary scheduling type.
  5. Save the information (F12).

Define Revaluation Type

  1. Open the Service Contract Basic Data window, click the Revaluation Type tab and create a new record (F5).
  2. Enter the following sets of data:
    Field Value
    Revaluation Type RPI1
    Description Retail price index
    Percentage % 3
    Interval 1
    Interval Unit Year
    Revaluation Text Indexed with 3 percent per year.
    LOV Order 10
  3. Save the information (F12).

Define Agreement Invoice Rule

  1. Open the Service Contract Basic Data window, click the Agreement Invoice Rule tab and create a new record (F5).
  2. Enter the following sets of data:
    Field Value 1 Value 2 Value 3
    Agreement Invoice Rule ID STANDARD TRAVEL Service 80 PERC
    Invoice Zero Amounts (header) - - -
    Description Standard 100% Travel is extra Service sales group (80%)
    Sales Group/Cost Type Cost Type Cost Type Sales group
    Cost Type and Percentage % Enter a record for each of the following: Personal, Material, External, Expenses, Fixed Price, Tools/Facilities. Enter 100 as the percentage for all. Expense - 100% N/A
    Sales Group and Percentage % N/A N/A Enter records for the following sales groups: SM-P, SM-H, SM-F, SM-E, SM-M. Enter 80 as the percentage for all.
    Invoice Zero Amounts (table) - - -
  3. Save the information (F12).