Service Contract and Entitlement
Management 
Purpose
You can use this business scenario to perform service processes based on the following:
· Service contracts agreed with the customer
· Warranties that were assigned products, installed base components, or individual objects
Service contracts represent long-term agreements between companies and customers. In service contracts, customers are guaranteed specific services within tolerance limits for certain parameters, for example, within a predefined period. The assured services are represented by service products (for example, maintenance, hotline) which are defined in the individual contract items.
The characteristics of service products are defined in Service Level Agreements (SLA), which in turn are validated by different parameters, such as Availability Time and Response Time. The parameters serve not only to describe the SLAs, but can also be used to control service processing.
Warranties can be flexibly assigned to individual products, installed base components, or individual objects. When creating service orders, confirmations, repair orders, or complaints, the system automatically runs a background check to see whether a warranty exists and then assigns this accordingly. When calculating prices for the services and spare parts in billing, warranties can be taken into account through the use of appropriate discounts.
In the following processes, we explain service contract and entitlement management starting from the creation of warranties and service products, contract quotation and contract agreement, through to the billing of the contract. During its period of validity, the service contract can be the basis for service orders or escalation measures, if for example, the timeframes agreed in the SLA are exceeded. Contract and warranty-relevant data can be analyzed in SAP BW.
Prerequisites
Business Partner |
SAP Application Component |
Configuration |
Provider |
SAP CRM 4.0 SAP R/3 4.6C SAP BW 3.10 SAP APO 3.1 |
Use SAP Solution Manager. |