Service Contracts
Service Contracts represent a service agreement between you and your customers. You can use them to define assets covered and the coverage duration included services with service threshold, service level agreements (SLAs), and negotiated pricing terms such as parts, labor, expense, discount, or special rate.
Use Cases
The following are some of the use cases defined for Service Contracts.
• You can list different Assets covered as part of the Service Contract and duration using Contract Line Items.
• You can define different included services known as Entitled Services and Service Threshold, either at the Service Contract level or the Contract Line Item level.
• You can define SLA for Case and Work Order (Entitlement Process) at the Entitled Service level.
• You can define pricing terms such as parts, labor, or expense discount, or special rate using Contract Price Line Items at Service Contract level, Contract Line Item level, or Entitled Service level.
Automation of Service Contract Creation
With the help of Service Contract Plans, you can automate creating Service Contracts along with their related Line Items. You can achieve from the following objects:
Reference Sections
The following reference topics explain how Service Contracts are associated with the pricing engine and service coverage.