Service Contract Items 

Definition

The parts of a service contract or a service contract (value/quantity) in which the services  to be performed for the customer under service contract conditions are defined.

The item object type Service Contract Item CRM must be assigned in Customizing to the item category used for the contract item in the service contract or service contract (value/quantity).

If you want to create items for service plans, you have to use item categories that are based on the relevant item object type for service plan items.

 

Structure

Maintenance of the following data is relevant at item level:

·        Service Data

If it relates to a service contract, you can maintain, for example, the service agreements that define the characteristics of the service product in the contract items. Different parameters, such as response time or availability time can be such concrete service agreements. For more information, see Service Level Agreements (SLA).

If it relates to a service plan, you can maintain Service Plan Data instead of service agreements.

·        Object List

Here you assign objects to which the service product stipulated in the contract item refers. The object list can contain installed bases, installed base components, individual objects or products.

For more information, see Object List.

·        Product List

Here you enter the services and service parts that should be contained the in the service product stipulated in the contract item. The product list can contain products, product categories, or product ranges (partner/product range).

For more information, see Services.

·        Release List

If services or service parts entered in the product list are claimed as part of service or repair orders, the system records this in the release list.

For more information, see Service Contracts (Value/Quantity).

·        Price agreements

In addition to the prices defined at header level, special price agreements can be made for each contract item. Price agreements are contract-specific prices and discounts. You define which services are covered completely, partially, or not at all by a contract.

In a price agreement, you can define for example, that service parts are not charged for and that the installation of service parts should be billed at USD 25 per hour. If contractually agreed service processes are executed, the system takes the price agreements defined in this contract into consideration during billing.

Price agreements do not have any influence on periodic contractual billing. The amounts for periodic billing are made up of the header and item conditions in the contract.

·        Billing Plan

Billing plans in the contract items control periodic billing. The billing requests are generated according to billing plans and their Customizing settings and transferred directly to the CRM Billing.

·        Counter

This tab page is particularly important for the maintenance of service plans. For more information, see Scheduling with Counter-Based Service Intervals.