Service Agreements (SAP Library - Customer Service (CS))

Service Agreements

Purpose

Service agreements are arrangements that are made to structure the service process more effectively. They are drawn up between the company that is performing the services and the customer who is requesting the services.

Implementation Considerations

The management of service agreements presents the following advantages:

Content and scope of the services and conditions for performing the services are defined in the form of a binding contract.
Warranties commit the service provider to certain services.
Service agreements protect both service provider and service recipient.
Service agreements can represent a competitive advantage for the service provider or a deciding factor for the customer.

Features

In Customer Service, you can make various agreements regarding the services you provide for a customer:

Long term service agreements in the form of service contracts, warranty agreements, and quantity contracts for spare part deliveries

Short term service agreements in the form of one-time service orders and spare part orders.

Service Products

The services that a company provides are described as service products. From a technical perspective, the service product is a material master record (material type DIEN). The features of a service can vary immensely, meaning that it is advantageous to provide services as configurable products and to define the individual agreements specifically for each contract.

The characteristics are available directly when the call is logged. Service and response times automatically determine the further processing of a service notification because the due dates of the service tasks are calculated on the basis of the response and service times.

Typical characteristics that can be agreed here include:

Service times for the company

For example, Monday to Friday from 8.00 to 17.00

Response times for service requests

For example, return call within 2 hours at the latest

Service area agreements

For example, costs charged outside a 100 km radius

Service location

For example, at the customer’s