Hours of Coverage
Call Maintenance uses coverage hours and response time to calculate the call’s next status date and next status time. You can also use the define a single break in the daily coverage, such as a lunch period.
Example: A service type has these values:
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Service Response Time:
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4 hours
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Service Coverage:
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Mon - Fri, 08:00 - 17:00
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You take a call at 16:00 hours on January 3, using this service type. The call event time plus the response time yields a next status time of 20:00 hours. This would create a problem, since the service department is open only until 17:00.
However, the system knows your service coverage hours, so it schedules the next event three hours into the next day you are open for support business. The next status date on the call is January 4, and the next status time 11:00 hours.
Create a different service type for each schedule of coverage your business supports. This enables you to define premium service coverage for critical or special components.
Example: A company selling personal computer systems and network hubs wants to provide service coverage for the computers from 10:00 to 17:00 hours. The network hubs are more critical; they need coverage from 06:00 to 20:00 hours. Use one service type for the computer line item and another for the network hub.
Similarly, if you warranty these items, create and apply two warranty codes with different coverage hours.
To provide different coverage levels for the same item at different times of the day, you can add the same item to a contract twice, but only if the service type for the line items differs.