See also: Entitle dialog box, Identify Entitlement
GoServicePro offers two types of Service Offering Programs:
Service Contract
Time & Materials
You can entitle a Case to either Service Contract entitlement or Time & Materials entitlement.
A Service Contract is a fixed-term contractual relationship between the company and the client that generally lasts for a specific period. During the contract period, if the client experiences any problem with the purchased product, the company offers appropriate services as per the norms specified in the contract.
Generally Service Contracts in GoServicePro can be categorized as Site based or Asset based.
Site-Based
ContractIn a site-based contract, the client can claim for appropriate services defined in the contract, for all the items covered in the contract for the specific site.
Asset-Based
ContractIn an asset-based contract, the client can claim for appropriate services defined in the contract, for only the specific asset to which the contract is applicable.
A Time & Materials entitlement enables the customers to acquire services based on actual time and material involved in the service. The cost for time is calculated as per the labor hours included in the service at specified fixed hourly rates that include wages, overhead, general and administrative expenses, and profit. Material cost is calculated as per the actual material included in the service.
Generally, a time and material contract is used only when it is not possible to estimate or anticipate the duration and costs involved in a service.
In GoServicePro, time and materials entitlement provides a way to set up service offerings without the complexity of a service contract. Typical uses of time and materials entitlement include off the street calls, service out of scope, etc. This insures that your one time customers receive the same features such as service level commitments, standardized billing etc. as your service contract customers.