What is a Service Contract?

How do I create Service Contracts manually?

How do I quickly create a Service Contract?

How do fields in Service Contract work?

How do I associate Service Contracts with other records?

How do I calculate the Service Instances?

What is a Service Contract?

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Service Contract is a negotiated agreement for the products rendered to your customers. As per the agreed contracts, your support center is supposed to offer service for the product for agreed period of time. It boosts level of customer satisfaction and builds healthy trading relationships.

Create Service Contracts Manually

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You can enter Service Contract details manually from Service Contracts Module. This might come handy if you will have to enter Service Contract details individually.

Steps to create Service Contract records manually

1. In Service Contracts tab, click on Service Contract button
2. In the Create Service Contract view, fill in the Contract details
3. Click Save

Quick Create

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You can enter basic details of Service Contract record through Quick create. This might be helpful if you are running out of time.

Steps to create Service Contract records through Quick create

1. Click (+) Icon on top right corner
2. Click Service Contract
3. In the Create Service Contract view, fill in the Contract details
4. Click Save

Fields Information

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Information of fields in the Service Contract create view.

Organizations/Contacts	This field will be automatically updated with the Organization or Contact related to Services module if Service Contract will be added from Invoces, Sales Orders, POs, and Quotes
Start Date	Provide service start date
Due Date	Provide service expected end date
Tracking Unit	Select the desired tracking unit from the picklist accordingly. When a theTrouble Ticket related to a Service Contract is closed, lookup is done in Hours and Days fields of the Trouble Tickets record and Used Units field in Service Contracts will be updated accordingly
Total Units	Specify number of service instances you would offer

Information about fields in the Service Contract detail view

Used Units	Automatically updated when Status field of Trouble Ticket associated with Service Contract is set to Closed
End Date	Automatically updated when Status is set to Complete, or Used Units reaches, or exceeds Total Units
Planned Duration	Automatically updates when Service Contract will come to an end. Calculated as Due date – Start Date
Actual Duration	Time taken, in days, to complete the Service Contract. Calculated as End date – Start Date
Progress(%)	Automatically updated when the Used Units field is updated. Calculated as Used Units/Total Units * 100

Note

A few fields are not listed in create view of the Service Contracts record. Values for these fields are auto-computed in detail view based on the values of other fields.

Associate Service Contracts with Other Records

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This will display all-round view of relations of Service Contracts module with other modules and maintains a log of complete history.

You can keep track of following details in the Service Contracts Module

Service Requests	To associate existing Trouble Ticket records
Documents	To associate existing documents with Service Contract record

Note

If the Related to field in the Trouble Ticket record is empty, the Contact / Organization information from the Service Contracts module will be populated after associating a Trouble Ticket record with the Service Contract record.

Calculation of Service Instances

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Used Units field in the Service Contracts module defines the number of Service Instances resolved by your Support center. The field value is computed based upon Status field of the Trouble Tickets module, and Tracking Unit field for the Service Contracts module.

Tracking Unit	Ticket Status	Used Units
Incidents	Closed	Used Units + 1
	Re-opened	Used Units – 1
Days	Closed	Days value in the Ticket Used Units + Days of Ticket
		Hours value in the Ticket Used Units + (Hours of Ticket / 24)
	Re-opened	Days value in the Ticket Used Units – Days of Ticket
		Hours value in the Ticket Used Units – (Hours of Ticket / 24)
Hours	Closed	Days value in the Ticket Used Units + Hours of Ticket
		Days value in the Ticket Used Units + (Days of Ticket * 24)
	Re-opened	Hours value in the Ticket Used Units – Hours of Ticket
		Days value in the Ticket Used Units – (Days of Ticket * 24)