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.
Note: 
  • If the Fixed Price check box is selected and the Coverage check box is not selected, contract prices are considered and not the amount. The Coverage related fields are not applicable.
  • If the Fixed Price check box is not selected and Coverage check box is selected, contract prices are considered to determine the amount. The Coverage dependent fields are applicable.
  • If both Fixed Price and the Coverage check boxes are selected, both contract prices and amount are considered. The contract price term is set to fixed repairs. The coverage dependent fields are applicable.

Field Information

Service Contract

service contract

Configuration Line

The line number identifying the configuration for which the total amounts apply.

Type of Configuration Line

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

service contract changes

Contract Change

The description of the contract change.

Coverage Type

coverage type

Cost Covering Method

The cost-covering method.

Coverage Line

coverage-term number

Fixed Price

If this check box is selected, the sales prices are setup in the service contract for the configuration line.

Note: 
  • This field is not applicable if configuration lines is not service contract or contract quotation.
  • This field is visible only if the Use Prices in Service Contracts parameter is set to 'Yes' in Contract Management Parameters (tsctm0100m000) session.
Coverage

If this check box is selected, the Coverage and Cost Terms can be defined for the configuration line.

Note: 
  • This field is not applicable if configuration lines is not contact or quotation.
  • This field is visible only if the Use Prices in Service Contracts parameter is set to 'Yes' in Contract Management Parameters (tsctm0100m000) session.
Installation Group

installation group

Description

The description of the Installation group.

Item

item

Serial Number

serial number

Item Description

The description of the item.

Helpdesk Line

contract sequence number

Number of Call Units

The description of the contract helpdesk.

Budgeted

covered calls

Invoice Interval

The invoice interval's code.

Time Unit

The unit in which time is quantified.

Labor Rate Code

labor rate

Description

The description of the labor rate.

Cost Rate

cost rate

Sales Rate

sales rate

Cost Amount

cost amount

Cost Amount

Your company's reference currency, which is defined in the Companies (tcemm1170m000) session.

Sales Amount

sales amount

Estimated Allocated Costs

The allocated costs amount based on the estimated service order cost lines and the estimated maintenance sales coverage lines.

Note: 
  • The amount is expressed in the home currency.
  • This field is displayed only if the Use Coverage Calculation for Estimates check box is selected in:
    • The Service Order Parameters (tssoc0100m000) session.
    • The Maintenance Sales Control Parameters (tsmsc0100m000) session.
Estimated Allocated Sales

The allocated sales amount based on the estimated service order cost lines and the estimated maintenance sales coverage lines.

Note: 
  • The amount is expressed in the home currency.
  • This field is displayed only if the Use Coverage Calculation for Estimates check box is selected in:
    • The Service Order Parameters (tssoc0100m000) session.
    • The Maintenance Sales Control Parameters (tsmsc0100m000) session.
Estimated Allocated

The allocated number of calls based on the estimated service order cost lines and the estimated maintenance sales coverage lines.

Note: 

This field is displayed only if the Use Coverage Calculation for Estimates check box is selected in:

  • The Service Order Parameters (tssoc0100m000) session.
  • The Maintenance Sales Control Parameters (tsmsc0100m000) session.
Estimated Allocated Call Units

The allocated number of call units based on the estimated service order cost lines and the estimated maintenance sales coverage lines.

Note: 

This field is displayed only if the Use Coverage Calculation for Estimates check box is selected in:

  • The Service Order Parameters (tssoc0100m000) session.
  • The Maintenance Sales Control Parameters (tsmsc0100m000) session.
Text
Response Type

response time

Description

The description of the response time.

Response Time Unit

The unit used to quantify the response time.

Description

The description of the response time unit.

Coverage Time Calendar

The calender used to calculate the coverage time applicable for the helpdesk call.

Description

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

solution start time

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

solution finish time

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

spent costs

Allocated Costs

allocated costs

Spent Sales

spent sales

Allocated Sales

allocated sales