| # Contract Helpdesk Terms (tsctm1135m300) 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. Note If you must change the terms, after a certain number of calls, for example, then a new coverage term must be created. Service Contract A sales agreement between a service organization and a customer for a specific period, that states the configurations (clusters or serialized items) to be maintained, the coverage terms, and the agreed price. Configuration Line The line number identifying the configuration for which the total amounts apply. Line Type The classification of the line. The line type can either be Normal, Total or Calculation. A total line is a sum total of calculation lines. A Calculation line is a partial configuration and contributes to the overall configuration of the type Total line. Contract Change Following are the types of contract changes: Renewal: The option allows you to extend the contract period beyond its current validity duration. Incidental Changes: The option allows you to implement changes to an existing contract. Changes such as addition/deletion of one or more configuration lines, changes to price and discounts, and so on are categorized as incidental changes. Indexation: The option allows you to change the contract price based on the changes in the value of consumer price index. Renewal with Indexation: The option allows you to perform indexation and renewal at the same time. Contract Change The description of the contract change. 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. Cluster A set of serialized items that have the same location and are owned by the same business partner. Grouping serialized items into a cluster enables you to maintain them collectively. Cluster The description of the cluster. Item A standard maintenance item. Serial Number A number that, together with the item code or manufacturer part number, uniquely identifies a component, an item, a machine, or an installation. This serial number is usually shown together with the manufacturer part number and other identification data on an identification plate that is attached to the item. Item Description The description of the item. Helpdesk Term The number used to identify the cost term of the coverage term. The default step size is 10. Description The description of the contract helpdesk. 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. Invoice Interval The invoice interval's code. 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 Rate The price, budgeted or actual, per reference unit. For example, the price of a machine per hour. Sales Rate The price or rate of cost objects, elements or activities, at which you sell, that are used for your project. 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 Rate 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. Spent Costs The sum of costs due to service activities that have been financially approved in Service Order Control, expressed in the home currency. Example Service orders Traveling costs Allocated Costs The sum of costs due to service activities that have not been financially approved in Service Order Control, expressed in the home currency. Example Service orders Traveling costs Spent Sales The sum of sales amounts due to service activities that have been financially approved in Service Order Control, expressed in the currency chosen in the contract header. Example Service orders Helpdesk calls Allocated Sales The sum of the sales amounts due to service activities that have not been financially approved in Service Order Control, expressed in the home currency. Example Service orders Traveling costs |