Generally, warranties and service contracts cover transactions that could otherwise be billable, such as labor, repair items, or expenses. However, you may also receive requests for service on items with an expired warranty or without a current service contract. The Service/Support Management module requires a default service type for these cases.

SSM uses two default service types: one for calls and one for RMAs:

Default service types establish basics such as the hours your support department takes calls and your response time to such requests. You must have at least one service type to use Call Maintenance.

You can use either a warranty or contract type for the RMA default; the call default must be a contract type. Normally, a default service type does not provide any coverage. If you do provide some coverage for items without a contract or warranty, the default service type should specify a covered charge code.

See Charge Codes for a complete discussion of charge codes.