Service contract quotations are legally binding offers to a customer for the purpose of defining the services in a service contract. A customer inquiry regarding a contract quotation can precede the service contract quotation.
Within the validity period of a service contract quotation, the customer can finalize a service contract according to specific conditions with reference to the quotation.
Each service contract quotation is made up of a header with general data and any number of items.
You can enter the following data in a service contract quotation:
A contract is valid for a fixed period. You can enter a planned start date and a planned end date for the contract.
Enter one contract product per item. You can combine different types of services as service products in a service contract item:
An individual service (such as a hotline)
A complex service that is made up of multiple services and materials. In this case, you enter the individual services and materials in the product list of the service contract product. These services and materials may include: a car inspection, the various activities such as changing the oil filter, air filter, and spark plugs, and all the materials that go along with these activities, such as the oil filter, oil, air filter, and spark plugs.
A service limited according to value or quantity (such as ten free-of-charge telephone consultations after buying software, or repair costs up to USD 300)
A service plan in which planned services at reoccurring intervals are entered (such as maintenance of a pump every three months, or maintenance of a copier after every 10,000 copies)
For each item, you can save objects for which services can be claimed. Objects may include installed bases, installed base components, objects, and products.
For each item, you can record services and service parts that are covered by each stipulated service.
You can record price agreements for each item. These include special prices or discounts for services and parts that are only valid for this contract.
Service Level Agreements
There are normally agreements in service contracts that are referred to as Service Level Agreements (SLA) or SLA parameters. You and the customer can use the SLA to agree on the methods of rendering a guaranteed service. Other additional company-specific parameters can exist in addition to Service Profile and Response Profile, which are the parameters available in the standard system.
Quotation Status and system status (Status)
If a customer has not accepted any items in the quotation, the Quotation Status has value Quotation not accepted.
If a customer accepts some of the items in the quotation, the Quotation Status changes to Quotation partially accepted.
If a customer accepts all of the items in a quotation, the Quotation Status changes automatically to Quotation completely accepted and the system status at header level to Completed.
As soon as one quotation item is accepted, the Quotation Accepted indicator is set and the Status value is changed to Completed. You can manually change the system status to Completed if you are certain that your customer will not accept an item.
Acceptance of the service contract quotation
You create a service contract as a follow-up document to the service contract quotation. To do so, select the items of the quotation that were accepted by the customer. The system copies these items into the new document and changes the status of the quotation as described above.
Most of the standard fields are self-explanatory. For additional information, see the following table.
The time frame when the service can be executed.
The period within which processing of the service should have started and by when it should be completed.