Sales document which is the central document in Customer Service (CS) to which other Customer Service documents can refer.

The service contract is made up of a header and one or more items.

At header level you specify:

• Partner data such as the partner who is to be provided with the services and the partner who is to be billed for the services
• Contract-specific data:

• Start and end dates
• Cancellation terms
• Follow-up actions

• Texts
• Status information
• Price agreements

At item level you specify:

• The services to be provided
• Partner data
• Contract-specific data

• Start and end dates
• Cancellation terms

• Technical objects
• Texts
• Status information
• Price agreements
• Billing plan data

After you have created a service contract, Customer Service (CS) arranges for technicians to make the routine service calls which have been agreed on in the service contract. The routine tasks that the technician carries out are billed according to the terms of the billing plan for the corresponding service contract item. The technician may need to perform tasks not covered by the terms of the service contract. If this is the case, CS refers to the underlying service contract to determine whether the customer is charged for these services and parts, and if so, how much. Billing for any additional services or products is initiated by a billing request.