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
- Open the Service Contract Basic Data window,
click the
Contract Type tab and create a new record (F5).
- 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 |
- Save the information.
Define Service Level Agreement
- Open the Service Contract Basic Data window, click the
SLA tab and create a new record (F5).
- Enter the following values according to the table:
Field |
Value |
SLA ID |
PREMIUM |
Description |
Premium service level agreement |
Calendar ID |
MAINT |
- Enter the minimum time needed between entering a fault and starting the
actual work in the Response Time Hours and Response Time Minutes
fields.
- 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.
- Enter the time up to which a resolution time can be calculated in the Cut-off Time Hours and Cut-off Time Minutes
fields.
- 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.
- Open the Service Contract Basic Data window, click the
SLA tab and create a new record (F5).
- Enter a unique identity and description for the SLA (service level
agreement) in the SLA ID and Description fields.
- In the Response Time Hours and Response Time Minutes
fields, enter the minimum time needed between entering a fault and starting
the actual work.
- 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.
- 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.
- In the Calendar ID field, use the List of Values to select the
identity of the calendar that is applicable for the SLA.
- In the Primary Scheduling Type field, use the List of Values to
select the primary scheduling type for the SLA.
- In the Secondary Scheduling Type field, use the List of Values to
select the secondary scheduling type.
- In the Secondary Scheduling Type Duration Hours field, enter the
duration in hours for the secondary scheduling type.
- Save the information (F12).
Define Revaluation Type
- Open the Service Contract Basic Data window,
click the
Revaluation Type tab and create a new record (F5).
- 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 |
- Save the information (F12).
Define Agreement Invoice Rule
- Open the Service Contract Basic Data window,
click the Agreement Invoice Rule tab and create a new record (F5).
- 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) |
- |
- |
- |
- Save the information (F12).