QAD 2017 Enterprise Edition
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User Guides
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Service/Support Management
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Service Contracts
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Introduction to Contracts
Introduction to Contracts
Service contracts, like warranties, define the rules governing agreements for service with customers. The contract specifies:
• The customer and end users receiving coverage
• Items covered
• Levels and limits of coverage
• Total coverage
• Pricing of service
• Duration of contract in months
discussed service contract types and how to use them as templates for actual service contracts. The contract type associated with a contract determines many of its service attributes, including price lists, coverage hours, and response time.
Some attributes of the contract type provide default values when you define a specific contract; they can be modified. The system uses others directly to determine coverage in Call Maintenance (11.1.1.1) and RMA Maintenance (11.7.1.1).
From this viewpoint, a service contract is a unique document that ties together:
• Coverage information from the contract type
• Customer and end-user records
• Items to be supported