Search path for service contracts

When you initiate a call, or create a service order or a MSO (maintenance sales order), a transaction is generated for the item and serial combination. When LN searches for an appropriate service contract for this transaction, the exact match of the item-serial combination for this contract and the transaction is no longer mandatory.

LN search for the service contract in the following sequence:

  • Serial
  • Item – Installation Group
  • Installation Group
  • Item

Note

LN applies the most detailed match.

The following scenario explains how the same items have different coverage because the Installation Group or the item (without a Installation Group) is linked to different service contracts:

  1. The serialized items are sold to the sold-to-BP initially using a sales order
    • Sales order 1 with n lines with serialized item A ser 123456, serialized item B ser 123123, serialized item C serial 345345 – linked to Installation Group 1
    • Sales order 2 with n lines with serialized item A ser 789005, serialized item B ser 234234, serialized item C serial 456456 – linked to Installation Group 2
    • Sales order 3 with n lines with serialized item A ser 333333, serialized item B ser 333334, serialized item C serial 333335 – not linked to a Installation Group
  2. The service contracts are defined. Service Contract 1 and 2 at Installation Group level and Service Contract 3 at item level

    In the Service Contract, the conditions per Installation Group-ITEM combination or ITEM are specified :

    Note: Same item used for different contracts.

    • SERVICE CONTRACT 1 (invoice all work) customer xyz
    • Start from Jan-1-2011
    • Installation Group 1 Item A repair coverage 100 euro
    • Installation Group 1 Item B repair coverage 120 euro
    • Installation Group 1 Item C repair coverage 210 euro
    • SERVICE CONTRACT 2 (e.g. all work warranty) customer xyz
    • Start from Dec-1-2011
    • Installation Group 2 Item A repair coverage 50 euro
    • Installation Group 2 Item B repair coverage 52 euro
    • Installation Group 2 Item C repair coverage 53 euro
    • SERVICE CONTRACT 3 Customer 333
    • <no Installation Group specified> Item A coverage 300 euro
    • SERVICE CONTRACT 4 Customer 333
    • <no Installation Group specified> Item A coverage 375 euro
  3. Service jobs are registered for the items that have a service contract

    In this example, service jobs are registered using a MSO.

    • MSO order 1 for customer xyz -- Item A, ser 123456 : LN identifies the Installation Group (Installation Group 1) to which the item belongs, and the service contract. This leads to a repair coverage of 100 euros.
    • MSO order 2 for customer xyz – Item A ser 789005 : LN identifies that the item is part of Installation Group 2 and identifies the service contract for Installation Group 2 and item A. This leads to a repair coverage of 50 euro coverage, Example under warranty.
    • MSO order 3 for customer 333 – Item A ser 333333 : LN searches at the next more generic level. LN identifies the service contracts 3 and 4 for item A. LN selects the last contract identified (service contract 4 in this case) and applies the conditions. This leads to a repair coverage of 375 euros.