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VCRMD_SERWI - Define Service Profiles

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Define time frames within which services specified in the service contracts (for example, hotline or maintenance) can be performed.

Service profile is the time period in which services that were defined can be carried out. Service profiles define the availability of a service provider. You can use service level agreement (SLA) determination to assign the correct service profile and response profile to a service transaction (for example, service orders or service contracts).

Time frames defined in the service profile are used as a basis for calculating the start and end dates defined at the service process level.

You receive a malfunction report from a customer on Monday at 10:00 a.m. and a service order with priority 1 is created.

In the response profile, a duration to first response of 2 hours and a duration to completion of 8 hours is defined for service processes with priority 1. The standard service profile is defined in the service profile, which contains the availability time as Monday to Friday from 8:00 a.m. to 5:00 p.m.

The following times and dates result from this.

• First response time 12:00 noon which is 2 hours from the time malfunction report was received.

• Completion time 9:00 a.m. on the following day which is 8 hours (availability time as Monday to Friday from 8:00 a.m. to 5:00 p.m.) from the time malfunction report was received.

This means you must have responded to the malfunction report by 12:00 noon on Monday, for example, by calling the customer to discuss or clarify the problem. The transaction must be completed by Tuesday at 9:00 a.m., for example by a service employee on-site.

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