Maintain Service Level Agreement

Select the “Maintain Service Level Agreement” link under the “Service Level Agreements” business component.

The “Maintain Service Level Agreement” page appears.

The system displays the following:

Status

The status of the agreement.

Enter the following field details:

Agreement No.	The unique number identifying the service level agreement raised.
	Help facility available.
Agreement Date	The date on which the service level agreement is raised.
Revision No.	The number identifying the revision details. The combo loads with all previous revision no. of the agreement. It will be defaulted with the latest revision no. Any modifications are allowed for the latest revision no.
Service Level	The code identifying the service level offered for after sales services (Alphanumeric, 18).
	Press <Enter> key.
	The system checks whether this field is left blank. If left blank then the system displays an error message. The system checks for the existence of the entered service level. It also checks whether the entered service level is in “Active” status or else it displays an error message. If the entered service level exists, then the system retrieves and displays the service level details in this page.
	Help facility available.
SL Description	The description of the specified service level.

The system displays the following:

Agreement Type	Indicates the type of agreement as specified in the Service Level. Valid value are ‘AMC, ‘Services’, ‘Spares’ or ‘O&M’.
Escalation	Indicates if Escalation is applicable or not for this agreement.

Note: The system checks whether there is any other SLA of the same agreement type on the entered unit code for the same contract period. If “yes”, the system displays an error message.

Enter the following field details:

Effective From	The date from which the created service level contract is effective (Date Format). The system ensures that this field is not left blank. If left blank, the system displays an error message.
Effective To	The date till which the created service level contract is effective (Date Format). The system ensures that this field is not left blank. If left blank, the system calculates from the From date and the duration of the service level..
Max. Contract Duration [M]	The maximum duration of the service level contracts in terms of month (Integer). The system ensures that the entered duration is a non zero non negative value. The system calculates the difference between contract date and the effective to date. If it more than the value entered in this field then the system displays an error message for the entered unit. If the “Auto Renew” check box is selected, then the system ensures that this field is not left blank.
Renewal date	The date on which the service level agreement should be renewed (Date Format).
Renewal Date	The date on which the SLA is to be renewed (Date Format). The system displays an error message if the entered renewal date is a past date. If the “Auto Renew” check box is selected, then while saving the details, the system calculates the renewal date automatically and in case if the renewal date is entered by the user it will be ignored.
Auto Renew	Select the checkbox to indicate if the renewal of the SLA has to be carried out automatically or not. If this field is selected, then the system calculates the auto renew period.
PM Schedule Start Date	The start date on which the maintenance is scheduled (Date Format). The system ensures that the entered value is greater than the contract date. If not, the system displays an error message.

The system displays the following details:

Last Service Visit	The date on which the last service was carried out.
Next service Visit	The date on which the next service is scheduled.
Number of Visits Done	The total number of after sales service visits done till date for the SLA.

Enter the following detail:

Bill To Id	The code identifying the address id of the customer to whom the bill has to be sent (Alphanumeric, 6).
	Press <Enter> key.
	The system checks whether this field is left blank. If left blank then the system displays an error message. The system also checks for the existence of the entered bill to address id of the customer and also ensures that it is in “Active” status from the “Customer” business component. The system checks whether the credit status of the Customer is “Active” for the selected bill to customer code from the “Credit Management” business component. If not the system displays an error message. Based on the bill to customer code selected, the system retrieves and displays the corresponding customer code and name from the “Customer” business component.
	Help facility available.

The system displays the following details:

Customer Code	The code identifying the customer for whom the SLA is raised.
	Help facility available.
Customer Name	The name of the customer for whom the SLA is raised.
Total Units	The total number of units in the multiline is displayed.

Enter the following details:

Price Per Unit	The price per unit of the service level agreement (Integer). The system defaults this value from the service level.
Discount %	The percentage of discount offered for after sales services (Integer). The system checks whether the value entered is positive and also ensures that it is less than 100. If not, the system displays an error message.

The system displays the following details:

Tax Amount	The system displays the tax amount computed on performing tax calculation.
Total Price	The total price of the SLA after all deduction (inclusive of tax).
Currency	The code identifying the currency in which the SLA amount has to be paid. The system displays the base currency from the service level by default. Use the drop-down list box to change the currency. A predefined list of currencies is displayed as options.
Monthly Fee	The monthly fee incurred.

Note: The system calculates the monthly fee as: Effective Price/Number of months in the period. The period is from Contract date to Effective To Date.

Enter the following detail:

Sales Person Code	The code identifying the salesperson (Alphanumeric, 6). The system ensures that this field is not left blank. If left blank, the system displays an error message. The system also checks for the existence of the entered salesperson from the "Employee Information" business component.
	Help facility available.
Cost Center	The code identifying the cost center mapped to the salesperson. The system retrieves and displays the cost center mapped to the employee. Help facility available.
Analysis Code	The code identifying the analysis code.
Sub Analysis Code	The sub analysis code of the analysis code.
Invoicing Type	Indicates whether invoicing will be done based on ‘Parameter’ or ‘Timesheet'. The combo is loaded with values based on the “Agreement Type” field.

Note: If Service level does not carry a base price and its Agreement type is "Service" then this combo will be loaded with "Parameter" and blank

If Service level does not carry a base price and its Agreement type is "O & M" then this combo will be loaded with "Timesheet" and Blank.

If Service level does not carry a Base price and its Agreement type is Spares and ‘Spares Rate From’ is selected as "Additional details" then this combo will be loaded with "Parameter" and Blank

For any other Agreement type, this combo will be Blank

Free Service From	The free service start date.(Date Format)
Free Service To	The free service end date. This date should be greater than the Free Service From date.
Invoicing Parameter	The parameter based on which invoicing is done for the agreement. This should not be blank if the Invoicing Type is ‘Parameter' .(Alphanumeric,30)
Parameter UOM	The unit of measurement of the parameter
Parameter Description	The description of the parameter.
Billing Based On	Use the drop-down list box to specify whether billing is ‘Fixed’ or ‘Slab’ based. The combo is loaded with the following options “Fixed” and “Slab”. If the Invoicing Type is chosen as ‘Parameter’.
Fixed Rate	The flat rate for the service agreement. Mandatory when the billing based on is selected as “Fixed”.(Decimal)
Minimum Charge Applicable	Check this box, to indicate that a minimum charge is applicable for the service agreement
Expiry Option	The termination option for the service. The combo is loaded with the following options “Expiry Parameter”, “Effective To” and “Whichever Earlier”.

Note: If Expiry Option is chosen as ‘Expiry Parameter’ then ‘Expiry Parameter Value’ is mandatory

If Expiry Option is chosen as ‘ Effective To’, then ‘Effective To’ date is mandatory

If Expiry Option is chosen as ‘ Whichever Earlier’, then both ‘Effective To’ and ‘Expiry Parameter Value’ are mandatory

Expiry Parameter Value	The parameter value up to which, the agreement is valid. Agreement is considered to have expired for any value beyond the specified parameter value. (Decimal)
Work Group	The work group for the service. Mandatory when the “Agreement Type” is of “O&M”

Enter the following details:

Remarks	Remarks (if any) (Alphanumeric, 1000).
	Zoom facility available.

Enter the following details in the “Payment Plan” group box:

Type	Use the drop-down list box to select the type of the payment plan. You can select from “At Fulfilment”, “In Advance”, or “In Arrears”. The system displays “At Fulfilment” by default on launch of the page.
Interval	Use the drop-down list box to select the interval at which the invoice is to be raised. You can select from "Contract Duration", "Half Year", "Month", "Quarter", "Year" or “Blank”. The system displays “Blank” by default on launch of the page.

Note: If the payment plan type selected is “At Fulfilment”, then the system saves the interval as “Blank”. If the payment plan type is set to “In Advance” or “In Arrears” and if the interval combo is left blank, then the system saves the interval as the “Contract Duration”.

If Service level does not carry a Base Price then Type & Interval combo will be blank.

If Service level has base price and escalation required is "Yes" then Type combo value will be "In Advance"

If Service level has base price and escalation required is "No" then Type combo will have all the existing values (At Fulfillment,In Advance, In Arrears) will be available

If Service level has base price and escalation required is "No" then Interval combo will have all the existing values (Contract duration, Month, Quarter, Half Year, Year)

If Service level has base price and escalation required is "Yes then, Interval combo values cannot be “Contract Duration"

Enter the following details in the “Payment Plan” group box:

Pay Term	The code identifying the pay terms applicable to the SLA (Alphanumeric, 15). The system ensures that this field is not left blank. If left blank, the system displays an error message. The system also checks for the existence of the entered pay term from the “Pay Term” business component.
Invoice After Visits	Use the drop-down list box to select the visit number after which the invoice has to be raised. If the entered service level exists, then the system populates value from “1” through the total number of visits in the service level with one blank space in ascending order. The system displays “Blank” by default on launch of the page.
Finance Book	Use the drop-down list box to select the billing finance book. The system populates a list of finance book ids from the “Organization Setup” business component based on the login organization and business unit entered. If a value is set at the component – organization unit level, then that finance book is displayed as default value. Or else the default value is set as the first value in the alphabetical order of the finance book ids.

The system displays the following details in the “Payment Plan” group box:

Invoiced Upto

The date till which invoice(s) are raised for the SLA depending on the type of payment plan selected by the customer.

Enter the following details in the Unit Information multiline:

Unit Code	The code identifying the unit for which the SLA is created (Alphanumeric, 30).
	Press <Enter> key.
	The system checks whether this field is left blank. If left blank then the system displays an error message. The system checks for the existence of the entered unit code from the "Unit Induction” business component. It also checks whether the status of the entered unit code is in “Active” status from the “Unit Induction” business component.
	Help facility available.
Item Code	The code identifying the unit defined.
Variant Code	The code identifying the variant of the units item code.
Item Variant Description	The description of the service level item variant.
Serial No.	The sequential number of the service level item.
Opening Parameter Value	The starting parameter value of a unit that is applicable for the agreement. Mandatory when the “Invoicing Type” is of “Parameter”.
Unit Contract Value	The agreement value for the unit. Mandatory when the “Service Level” has base price. Sum total of Unit Contract Value = Base price of Service Level.
Remarks	Relevant comments or remarks regarding the service level item.
Expiry Parameter Value	The parameter value up to which, the agreement is valid for an individual unit.

Click the “Maintain” pushbutton to save the newly created service level agreement.

The system creates an SLA in ‘Fresh’ status with all the relevant details. The system generates the SLA number based on the numbering type selected from the “Numbering Type” business component. The system also saves the record statistic details.

Click the “Authorize” pushbutton to authorize the service level agreement.

The system displays the status as “Active”.

Click the “Revise” pushbutton to revise the service level agreement.

The system displays the status as ”Under revision”

Click the “Create Service Work Order” pushbutton to raise a work order.

The system first checks for the existence of the SLA number. If not available, the system displays an error message.

The system checks whether the maintenance schedule start date is a future date. If it is a future date, then the system checks whether this date is within the planning horizon set in the work order. If it falls within the planning horizon set, then the system displays an error message.

The system creates a PM work order. The details entered for the SLA are saved for the created work order. On creation of the work order, the system updates the “Next Service Visit” in the SLA as the work order due date in work order.

Click the “Hold/Release SLA” pushbutton to hold or release SLA.

SLA can be Held or Released on any status. Status will get updated as Held from the current status On Hold /Release again, status from Held will get updated back to the previous status of the SLA. No action can be performed when the document is in ‘Held’ status.

Click the Tax Calculation Summary link for tax computation.

This link allows you to recompute the tax if tax calculation fails in the maintain task.

Select the “Attach Notes” link at the bottom of the page to specify notes details.
Select the “Additional Details” link at the bottom of the page to specify the additional details regarding the service level agreement.

Additional Details page can be launched if the Agreement has any of the following:

Escalation is enabled
Billing Based On is chosen as ‘Slab’
Agreement Type is ‘O&M’

SLA Additional details cannot be saved if SLA is in Active or Held status

The system displays the following details at the bottom of the page:

Created By	The login user ID of the person who has created the service level agreement.
Created Date	The date & Time on which the service level agreement was created.
Last Modified By	The login user ID of the person who has last modified the service level agreement.
Last Modified Date	The date & Time on which the service level agreement was last modified.