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SupportCenter Plus allows you to keep track of the contract details of an account such as, support plan and its corresponding details, the active period of the contract, notify alert to users before the contract expires, renewal of the contract and the services provided to the account. Any related documents of the contract can also be maintained as attachments along with these details.
Associating Contracts to Product/Account
An account can have multiple products and each product can be associated with a contract. Apart from associating contracts to the products, a contract can also be associated to the account. A product/account can have different contract provided the active period is not the same. Based on this contracts, the request related to the account/product is resolved within the resolution time.
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Request resolved based on contracts
The requests sent by customers is resolved based on contracts. If a customer has an account available in the database, then the contract associated to the product/account is identified after which, the request is resolved within the specified resolution time.
The work flow explains how a request is resolved based on contracts,
Identify the Customer/Product
On receiving the request from a customer in SupportCenter Plus application,
A search is conducted for the customer and his company in the available list of contacts in the database, ie., if the customer has an existing Account in the database, and
If the customer's request pertains to any Product that is associated to the account.
If the customer and his company details are not available in the list of contacts in the database then the Default Support Plan is used for that request.
Identify the Active Contract
Identify whether the request has any active contract associated to the product/account.
If the customer's account is available in the database and if the request pertains to a product then the contract associated for that product is identified.
If the customer's account is available in the database but the request does not pertain to any product then the contract associated for the account is identified.
Support Plan and associated SLAs
The contract details of the account gives the Support Plan and its corresponding details of the Account/ Product. The support plan has associated SLAs, with certain SLA rules. Using these SLA rules the request is resolved within the resolution time.
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