| Template Helpdesk Terms (tsctm1135m100) |  |
| Use this session to maintain the selected help desk cost-term that is associated with the coverage term that is selected from the service-contract template. Note If you must change the terms, after a certain number of calls, for example, then a new coverage term must be created.
Fields | Description
Contract Template | A standard set of contract terms and conditions. A template can be used as a basis for contract quotations and service contracts.
Coverage Type | A financial classification that indicates to what extent work is covered under warranty or contract, and what part of the activities can be charged.
Coverage Term | For a service type / term type combination, this is a unique sequence number. Default value of step size: 10 Note The default value can be changed if required.
Helpdesk Term Number | The number used to identify the cost term of the coverage term. The default step size is 10.
Covered Calls | The number of calls that are covered by the contract or warranty.
Covered Call Units | The number of call units that are covered by the contract or warranty.
Cost Component | A cost component is a user-defined category for the classification of costs. Cost components have the following functions: To break down an item's cost price, sales price, or valuation price. To create a comparison between the estimated production order costs and the actual production order costs. To calculate production variances. To view the distribution of your costs over the various cost components in the Cost Accounting module. Cost components can be of the following cost types: Material Costs Operation Costs Surcharge on Material Costs Surcharge on Operation Costs WIP Transfer Costs General Costs Note If you use Assembly Control (ASC), you cannot use cost components of the General Costs type.
Cost Component | The description of the cost component.
Invoice Interval | The invoice interval's code.
Invoice Interval | The description of the invoice interval.
Time Unit | The unit in which time is quantified.
Labor Rate | The labor rate code, defined in the Labor Rate Codes (tcppl0190m000) session in People. A sales rate and cost rate can be specified in this labor rate code. You can assign labor rates on a wider scale to, for example, A service department, for all work done by the service department. A cluster, for all work carried out on the cluster. In the Service Order Parameters (tssoc0100m000) session, default labor rate search paths can be set for the following: Estimated sales rate Estimated cost rate Actual sales rate Actual cost rate
Labor Rate | The description of the labor rate.
Cost Amount | The sum of the cost amounts of all coverage terms that are associated with the indicated service type or term type. Note The amount is expressed in the home currency.
Cost Amount | Your company's reference currency, which is defined in the Companies (tcemm1170m000) session. Related topics To use currencies
Sales Amount | The sum of the sales amounts of all coverage terms that are associated with the indicated service type or term type.
Sales Amount | Your company's reference currency, which is defined in the Companies (tcemm1170m000) session. Related topics To use currencies
Text | Text (additional)
Response Time | A response time defines, from the time a call is registered, the period of time within which: The service provider must react to the call; A solution to the call's problem must be started; A solution to the call's problem must be finished.
Response Time | The description of the response time.
Response Time Unit | The unit used to quantify the response time.
Time Unit | The description of the response time unit.
Coverage Time Calendar | The calender used to calculate the coverage time applicable for the helpdesk call.
Coverage Time Calendar | The description of the coverage time calender.
Reaction Period | The time taken to react to the helpdesk call.
Resp. Time Defn. Method | The mthod used to calculate the response time. You can either use time units or business days to calculate.
Solution Start Period | The time by which the support engineer must start solving the call.
Solution Start BD Counter | If Response Time Definition method is set to Business days,then the solution start business days counter must be entered. The Solution start date is measured in terms of Business days.
Solution Finish Period | The time by which the support engineer must finish solving the call.
Solution Finish BD Counter | If Response Time Definition method is set to Business days,then the solution finish business days counter must be entered. The Solution Finish date is measured in terms of Business days.