Service Contract (Value/Quantity)

A particular form of service contract, in which the defined service products are restricted with regard to a certain target quantity or a certain total value.

Like the service contract, it is agreed between customer and provider that the customer can claim service products over a specific period at a specific price. In the case of the service contract (value/quantity), however, the defined service products are restricted with regard to value or quantity.

This graphic is explained in the accompanying text.

Services and service parts are entered in the product list belonging to the contract item.

The customer can claim (release) products from the product list, if required, whereby any quantity or value can be selected. The service employee creates a service order in the system for this purpose.

The system enters the released products and their quantity or value in the release list. In this way, the service employee can use the release list to trace the quantity and the value of the products that have already been claimed.

In Customizing of the item categories, you can establish:

Whether an agreed service product may be claimed only until the total value or the target quantity has been reached
Whether the target quantity or the total value may be exceeded only the first time
Whether the target quantity or the total value may in principle be exceeded

For more information, see the Integration section.

Structure

Service contracts (value/quantity) include:

Service quantity items based on a certain target quantity, such as the use of a hotline or a repair service no more than 10 times
Service value items based on a certain target value, for example service parts and services for a total of USD 500
Combinations of service value contracts and service quantity contracts

Integration

Customizing the Transaction Type

You must make the following settings in Customizing of the transaction types so that a service contract takes on the functions of a value/quantity contract.

Go to Customizing and choose Customer Relationship Management Transactions Basic Settings Define Transaction Types .
Go to the detailed view of the desired transaction type and choose Service Contract as the Leading Transaction Category. This causes the field Quantity/Value Contract to be displayed.
Choose the value C (= service: target value and quantity) in the field Quantity/Value Contract. In this way it is possible to enter a target value or quantity when creating a service contract (value/quantity).

In Customizing for the item categories, you can set whether or not the target quantity or value may be exceeded.

Make these settings in Customizing for Customer Relationship Management under Transactions Basic Settings Define Item Categories .
Choose the required item category. Ensure that the item object type CRM Service Contract Item is assigned to the item category.
Go to the step Assignment of Business Transaction Categories and choose Sales.
Go to the step Customizing Item and choose a completion rule in the set type Contract Data in the Completion field.

Example

A software firm has tailored a service package especially for its customers who have just introduced the software. This package includes a check shortly before the go-live date, three telephone consultations and a system check.

The firm offers the package as a service contract and sells it by request to the customer together with the software. If the customer enters into such a contract and claims a telephone consultation from the contract, the service employee then creates a service process with reference to the contract.

The system enters in the release list the service process and the service product telephone consultation as well as the quantity 1, which has been claimed, and reduces the remaining number of consultations to 2. This process is repeated until all the consultations have been "used up".