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Oracle Service Contracts – How to Drive Contract Coverage by Service Request Severity (Doc ID 1911887.1)

Last updated on SEPTEMBER 27, 2021

Applies to:

Oracle Service Contracts - Version 12.1.3 and later
Information in this document applies to any platform.

Purpose

NOTE: In the images below and/or in the attached document, user details / company name / address / email / telephone number represent a fictitious sample (based upon made up data used in the Oracle Demo Vision instance). Any similarity to actual persons, living or dead, is purely coincidental and not intended in any manner.

There might be a business need to cover High priority Service Requests around the clock, but that doesn't justify providing similar coverage to a Low or Medium priority Service Request. Oracle Service Contracts now provides the capability to define contract Coverage Time, Reaction Time and Resolution Time based on the severity of the Service Request, which assists organizations in providing an appropriate response according to severity. This results in cost savings by avoiding manual interventions that are otherwise needed for modifying the planned end dates and rescheduling tasks as per the severity. Reaction and Resolution Times can now be defined as a variable number of hours depending on when a Service Request gets created, thereby ensuring compliance with the promised service level agreements (SLAs).

This document explains the functionality and how to implement it.

Note: This functionality is available in 12.1.3+ with the application of <Patch R12.OKS.B.delta.4>, or the latest OKS.B Delta patch.

Scope

 This document is intended for Service Contracts users and implementers. 

Details

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