Enter Support Agreement

Explanation

This activity is used to create support agreements, with specific support levels for a customer.

A customer must have been entered in IFS/Enterprise.
A support organization must have been entered on the Support Organization Basic Data/Support Organization tab.
A support level must have been defined on the Support Agreement Basic Data/Support Level tab.
A support type must have been defined on the Support Agreement Basic Data/Support Type tab.

Support levels can be specified for cases or the case will inherit the default support level.
You can keep track of customer contacts and provide the call center with critical information on the customers.
You can create a support key for the particular customer using the information entered in the agreement with the option of changing the values as needed.

Open the Support Agreement window.
Create a new record. (F5).
Enter a value in the Customer No field. Use the List of Values to enter a suitable value.
Enter a value in the Support Org ID field. Use the List of Values to enter a suitable value.
Optionally, you can specify the following:

Enter a value in the Agreement Reference field.
Change the values in the Work Calendar and Support Level fields. Use the List of Values to enter suitable values.
Select a value for the Support Type field.
Enter dates for the Effective From and Expires fields.
Change the default values in the First Reaction Time, Severity 1, Severity 2, Severity 3, Severity 4 and Response Interval fields.
Select the Support to Named Contacts Only check box to specify that the support agreement will apply only to given customer contacts.
Select the Blocked check box to block the agreement temporarily.

Save the record.(F12)
Optionally, right-click and then click Create Support Key. The Support Key window opens. Enter relevant details.
If you wish to attach a document to the support agreement, click the Attachments tab in the context pane.

Click the Documents link.

In the Documents window, click Attach.
Populate the resulting Attach Document dialog box.
Select the rows for one or more of the documents and click OK.
Click OK on the message that appears. The connected documents will be visible in the lower window.