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Object documentationService Contract Item

 

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.

Caution Caution

The item object type CRM Service Contract Item 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.

End of the caution.

Structure

Maintenance of the following data is relevant at item level:

  • Service data

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

    For service plans, 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, objects, or products.

    For more information, see Object List.

  • Product list

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

    For more information, see Service and Product List.

  • Release list

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

    For more information, see Service Contract (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.

    Example Example

    In a price agreement, you could define 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 uses the price agreements defined in this contract during billing.

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

    End of the example.

  • Billing plan

    Billing plans in the contract items control periodic billing. Depending on the billing plans and Customizing settings, billing requests are generated automatically and transferred directly to CRM Billing.

  • Counters

    Counters are particularly important for processing service plans. For more information, see Scheduling for Counter-Based Service Intervals.