Define Support Level

Explanation

This activity is used to define a support level as basic data for a support agreement. Each support level has a set of predefined response times defined according to the severity of the case. These response times are updated automatically when a particular support level is selected for a support agreement, but they can be modified to suit the specific support agreement as well. Unless you specify a specific support level, the default support level defined here will be used as the support level for support agreements. 

Prerequisites

N/A

System Effects

• As a result of this activity, you can define the support level for each support agreement you create. 
• When cases are created for customers with support agreements, the support level response times and reaction times will be picked up according to the case, and those handling the case will be able to react according to those time frames. 

Window

Support Agreement Basic Data

Related Window Descriptions

Support Agreement Basic Data
Support Agreement Basic Data/Support Level

Procedure

1. Open the Support Agreement Basic Data window.
2. Create a new record (F5).
3. Enter a value in the Support Level field.
4. Optionally, 
   Enter a description for the support level in the Description field, and enter a value in the Note field.
   Select the Default check box to select a support level as the default. 
   Enter values in the First Reaction Time and Response Interval fields.
5. Enter values in the Severity 1, Severity 2, Severity 3 and Severity 4 fields.
6. Save the record (F12).