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Service Contract Types and invoicing

  • February 17, 2025
  • 4 replies
  • 63 views
K
Sidekick (Partner)
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  • KAMANUK
  • Sidekick (Partner)
  • 62 replies

Hi,

Customer is mainly using two different types of Contract types (Cover Levels), Standard and Premium Contracts.

Starndard contract Support 5 Days a week and Premium Support 7 days including Weekends as well.

This means they do not Support Weekends for Standard Cover but Premium only.

 

Question 01: How this to setup in IFS Service Contracts? for example STANDARD contracts should not allow support during the weekend but PREMIUM only?

 

Question 02:

There are contracts, the 1st hour of labour included. For example if Technicain reported 4 Hours, only 3 hours should be invoiced? How to setup this?

 

Please help to uderstand this setup in IFS Service Contracts.

 

Kind Regards

KM

 

 

Best answer by Thanuja

Hi @KAMANUK Sidekick

 

 

To differentiate between Standard and Premium contracts, you can try following these steps:

1. Define Contract Types

  • Navigate to Service and Maintenance → Service Contracts → Contract Types
  • Create two contract types:
    • Standard Contract (5-Day Support: Monday – Friday)
    • Premium Contract (7-Day Support: Monday – Sunday)

2. Set Up Service Calendars

  • Go to Basic Data → Service Calendars
  • Create two calendars:
    • Standard Calendar: Excludes weekends (only Monday – Friday)
    • Premium Calendar: Covers all 7 days (Monday – Sunday)
  • Assign the appropriate calendar to each contract type.

3. Apply Service Level Agreement (SLA) Rules

  • Navigate to Service and Maintenance → SLA Definitions
  • Define response times and availability based on the contract type:
    • Standard Contracts: SLA should prevent requests during weekends.
    • Premium Contracts: SLA allows requests 24/7.

 

Question 02: Including the First Hour of Labor in the Contract

If the first hour of labor is included in the contract and should not be invoiced, you need to configure Labor Cost and Billing Rules accordingly.

Solution Steps:

  1. Define Price Adjustments for Labor
    • In Service Contracts, set up a Pricing Rule that applies only after the first hour.
    • Under Work Type or Labor Pricing, create a Fixed Free Hour Rule (First 1 Hour Free).
  2. Use Pricing Adjustments:
    • Configure a pricing rule or discount that applies to the first hour of labor, setting the charge to zero.
    • If a technician reports 4 hours, the system should automatically deduct the first hour and invoice for 3 hours.
  3. Verify in the Invoice Simulation
    • Test the setup by generating an invoice preview to ensure only excess hours beyond 1 hour are billed.
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4 replies

Thanuja
Do Gooder (Employee)
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  • Thanuja
  • Do Gooder (Employee)
  • 3 replies
  • Answer
  • February 26, 2025

Hi @KAMANUK Sidekick

 

 

To differentiate between Standard and Premium contracts, you can try following these steps:

1. Define Contract Types

  • Navigate to Service and Maintenance → Service Contracts → Contract Types
  • Create two contract types:
    • Standard Contract (5-Day Support: Monday – Friday)
    • Premium Contract (7-Day Support: Monday – Sunday)

2. Set Up Service Calendars

  • Go to Basic Data → Service Calendars
  • Create two calendars:
    • Standard Calendar: Excludes weekends (only Monday – Friday)
    • Premium Calendar: Covers all 7 days (Monday – Sunday)
  • Assign the appropriate calendar to each contract type.

3. Apply Service Level Agreement (SLA) Rules

  • Navigate to Service and Maintenance → SLA Definitions
  • Define response times and availability based on the contract type:
    • Standard Contracts: SLA should prevent requests during weekends.
    • Premium Contracts: SLA allows requests 24/7.

 

Question 02: Including the First Hour of Labor in the Contract

If the first hour of labor is included in the contract and should not be invoiced, you need to configure Labor Cost and Billing Rules accordingly.

Solution Steps:

  1. Define Price Adjustments for Labor
    • In Service Contracts, set up a Pricing Rule that applies only after the first hour.
    • Under Work Type or Labor Pricing, create a Fixed Free Hour Rule (First 1 Hour Free).
  2. Use Pricing Adjustments:
    • Configure a pricing rule or discount that applies to the first hour of labor, setting the charge to zero.
    • If a technician reports 4 hours, the system should automatically deduct the first hour and invoice for 3 hours.
  3. Verify in the Invoice Simulation
    • Test the setup by generating an invoice preview to ensure only excess hours beyond 1 hour are billed.
Grzegorz Byrski
1 person likes this
  • Grzegorz Byrski
    Grzegorz Byrski
K
Sidekick (Partner)
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  • KAMANUK
  • Author
  • Sidekick (Partner)
  • 62 replies
  • February 26, 2025

Hi ​@Thanuja 

Thanks lot,

 

  1. Under the point 2 Set Up Service Calendars. Can you explain how to Assign the appropriate calendar to each contract type. From where I can do this?
  1. Under question 2, Define Price Adjustments for Labor > How can Set up a Pricing Rule that applies only after the first hour, where to put this values?

 

Next where I can do the following?

  • Under Work Type or Labor Pricing, create a Fixed Free Hour Rule (First 1 Hour Free).

Can you please add a screen shot to show the screen that I can use here?

Also the the following

Use Pricing Adjustments:

  • Configure a pricing rule or discount that applies to the first hour of labor, setting the charge to zero.

From where I can setup it, please show me the screen

 

Many Thanks for your support.

 

Kind Regards,

KM

 

 

Thanuja
Do Gooder (Employee)
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  • Thanuja
  • Do Gooder (Employee)
  • 3 replies
  • February 27, 2025

​​​Hi Kamanuk,

To setup up a calendar,

you can go to Application Base Setup> Work Time Calendar> Calendar

There you can create new Calendars.

You can go to Application Base Setup> Work Time Calendar> Basic Data> Schedule. Here you can add you schedule with the required period for 5 or 7 days. (Period Length) Then add the dates also.

Then you can connect that Calendar to SLA template.

Then you can connect that SLA template to the Service Contract.

I hope you can do the first part this way. If you need further clarification you can refer to product documentation also.

As for the second part you can try setting up price rule here and add the Cost Type as Person and if you want you can connect a sales part with the required person type there. If you choose quick setup for total setup, you can define usage based, Fixed price or Free of Charge there also.

Hope this helps

Grzegorz Byrski
1 person likes this
  • Grzegorz Byrski
    Grzegorz Byrski
K
Sidekick (Partner)
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  • KAMANUK
  • Author
  • Sidekick (Partner)
  • 62 replies
  • March 1, 2025

Hi ​@Thanuja ,

 

Thak you and yes I am aware of these calendar and SLA setup, only thing I could not find is the following.

 

  1. You have mentioned> Assign the appropriate calendar to each contract type.

I dont think we can assgn a calendar to a Contract type but as you said to a SLA template then connect this to contract lines.

 

  1. Yet I did not find a way to setup 1hour free from invoicing, appreciate if you can explain this with some screenshots. This is not posible in the Pricing rule screen

 

Many Thanks

KM

 

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