Viewing Service Contracts |
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You can access the Service Contracts page by clicking the Service Contracts sub-tab on the Account Details page, as shown in Figure 1.
Figure 1 Accessing the Service Contracts Page The Service Contracts feature is designed to fit the needs of organizations that provide long- or short-duration contracted services to their customers. For example, electrical maintenance contracts or computer hardware maintenance contracts are well-suited for this module. Contracts are attached to accounts, and may also have assets attached to them. Assets are items under contract, and may include hardware of various sorts, or computer software, or even a swimming pool for a pool-maintenance business. The Service Contracts page summarizes the contracts in place for the account in question, as shown in Figure 2. When you click
Figure 2 The Service Contracts Page Click the Add Service Contract link to add a service contract. The Add Service Contract page is displayed, as shown in Figure 3. Note: A truncated image of the Add Service Contract page is displayed in Figure 3. You can enter the following details:
Important: All fields marked with a red asterisk are mandatory.
Figure 3 The Add Service Contract Page Using Contracts Contracts can be used in several ways. They are referenced from the Help Desk module. When a customer has a problem and a help desk ticket is created, it is associated with a contract. Contracts provide the following information:
If the customer has paid for a block of service time, then the time used to fix a problem gets automatically subtracted from the service hours left on the contract. A variety of SLA fields in the contract are used to escalate problems and deliver special alerts. |