Hi All,
How does the Service Contract SLA and the Support Agreement/Support Key work in relation to each other?
Suppose I have a Customer A that has a Support Agreement + a Support key that specifies certain response times as explained in IFS help:
Additionally the same customer A also has a Service Contract with me where i will define a SLA for different Work Types with Primary and Secondary Criteria and an SLA Template. This will also define certain response times in accordance with the explanation on IFS help.
So I have some questions on this:
- How do these 2 systems interact? Can they get in conflict with each other?
- When do I use a Service Contract SLA and when do I use a support agreement? or do I use both simultaneously?
- What are the pro and con’s of each option?
Best Regards
Roel Timmermans
