This lesson describes the concept and usage of Service Contracts and Service Plans.
After completing this lesson, you will be able to:
Service Contracts and Warranty Entitlements
Service contracts are long-term agreements between companies and customers. A service contract guarantees customer specific services within specific tolerance limits of given parameters, such as within a specified time period. The guaranteed services are represented as service products (such as maintenance, hotline), which are defined in the individual contract items. They can be of type Value or Quantity. Processing service orders relating to the service contract at item level is controlled by Service Level Agreements (SLAs). SLAs are monitored by actions.
Objects that have a service entitlement are contained in the object list. The list can contain products, individual objects, installed bases, or installed base components. Valid service contracts are checked automatically when service and repair orders are processed.
CRM Billing is used to bill a service contract. A billing request is generated from contract items according to a billing plan.
Analysis of the adherence to the SLA:
A service contract quotation can be a preceding document to a service contract.
Definition of a Service Plan:
Usage of a Service Plan:
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