Usage-Based Service Contract Processing 

Purpose

You calculate a quotation for a service for a potential customer based on a specific request from that customer. If the customer accepts the quotation, you create a contract in the system (the creation process is also called contract inception).

A valid contract is a prerequisite for recording usage, calculating the usage volume, and subsequent billing.

Process Flow

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The following process runs in SAP CRM:

       1.      You create and maintain the parameters for the Service Level Agreements.

       2.      In the system, you create the services that should be agreed upon in the service contract items as products of type Service (for example, maintenance, hotline, inspection).

       3.      You create a service contract quotation.

       4.      You create quotation items.

       5.      You maintain the object list. In the object list, you enter the objects for which the service product agreed in upon the quotation item can be claimed. Installed bases, installed base components and products can be used as elements of this object list.

       6.      You maintain the product list in which you define the services and service parts that can be claimed within the context of service order processing with reference to a service contract. In the service contract, you can group services and service parts in a service package which you can then offer as a service product.

       7.      You maintain price agreements in the quotation item. Note that price agreements in items take precedence over prices defined in the contract header.

       8.      You determine and process the pricing conditions for the contract items.

       9.      You release the contract quotation items.

   10.      You send the contract quotation to the customer.

   11.      The customer accepts the service contract quotation.

   12.      Following the customer’s response, you update the contract quotation accordingly.

   13.      If a customer accepts the service contract quotation, create a service contract from the quotation.

   14.      The system generates a billing plan.

   15.      The system generates billing request items.

   16.      The system activates the usage-based service contract.

   17.      The system creates the revenue recognition for service contracts.

In the case of leases, the system generates attachments The system determines the data for generating these attachments by using the Device Class and Residual Value Curve product master data.

   18.      A controlling object is created for the service contract in financial accounting. Costs and revenues are posted to the controlling object, or an existing controlling object is assigned to the service contract.

   19.      You make changes to the usage-based service contract.