0500 Service messages

This field shows the type of preventive maintenance that must be executed.

Select this check box to indicate that the notification involves a failure that has caused the object to stop working.

This field can be used, for example, when you have given a customer a guarantee that a machine will be functional 98% of the time. You can then use the Object standstill field to track when and how long the machine has not been functional due to a failure. By referring to the Object standstill, Notification date and time and Date concluded fields, you can calculate the uptime percentage of the object.

When you enter the object while entering a service notification, the correct service contract and contract version will be retrieved automatically. This retrieval function uses a fixed search path.

When you enter a service notification for a particular object, Isah will check a search path to find the contract and contract version applicable to this object. The software will first of all check whether the object itself is valid. If it is not, a warning will be displayed, but you can still continue if you want. The search path is checked as follows:

The customer of the object is determined on the basis of the notification date specified in the service notification.
- If a customer is found, the next step is performed.
- If no customer is found, the as-built structure of the parent objects is searched for the next object for which a customer has been specified. If still no customer is found, the next step is performed without a customer.
Based on the object, the notification date and the customer (if found), the service contract and the version are determined.
The program checks whether a warranty applies. If no warranty period has been specified at object level, the as-built structure of the parent objects will be searched for the next object for which a warranty period has been specified.
The program looks for a service contract version that is applicable to the object on the notification date and that meets the following conditions:
- The version has an 'Order' or 'Actual costing' status.
- The Including corrective check box is selected for the version.
If no service contract version is found that meets these conditions, the program will check whether a service contract is linked to the object group to which the object belongs. The program looks for a contract version that is applicable to the object on the notification date and that meets the following conditions:
- The version has an 'Order' or 'Actual costing' status.
- The Including corrective check box is selected for the version.
- Both the service contract version and the object are covered by a warranty.
- The contract currency matches the customer's currency. If no customer is known, the currency set in the General Settings module will be used.
If no service contract version is found that meets these conditions, but the object is covered by a warranty, the previous step is performed again, but the program will then look for a service contract version in which the Including corrective check box is empty.
If no contract version is found that meets these conditions, the program will check for the presence of a valid service contract for the object: the start date of the object warranty (or the notification date, if there is no warranty) must fall within the contract period.
- If no contract is found, no service contract can be determined. If there is no contract (or contract version) in the service notification either, the program will check whether the object is covered by a warranty (warranty period of the object).
- If a service contract and possibly a contract version are found, they are filled in in the service notification, together with the customer.

If a service contract and a version have been found, the program determines the latest date and time on which work should be started in order to resolve the failure.

This field shows the type of service contract. There are two possible contract types:

Contract:

Service contracts of the 'Contract' type serve as an umbrella contract for contract versions in which you record object-specific contract conditions for a customer.

General terms and conditions:

Service contracts of the 'General terms and conditions' type are used to define general terms and conditions for an object group. You can define general service conditions regarding response time, availability of engineers, call-out charges, rates, etcetera.

A contract of the 'General terms and conditions' type can have underlying service contract versions, but these contract versions do not allow you to register any specific objects to which the contract version applies. This means that you cannot register preventive maintenance or an invoicing schedule either. Service contracts with general terms and conditions can be linked to object groups on the Object groups form.

The status identifies the stage of the service notification, for example 'Dealt with' for notifications that have been resolved. When creating service orders from service notifications, you can specify that orders should be created only from service notifications that have a particular status or higher.

This field automatically shows the last possible date on which the work required to resolve the failure must be started. The value in this field is calculated automatically based on the conditions found in the service contract version.

As soon as you enter an object during a service notification registration, the customer will be looked up automatically. This customer is the customer specified in the object settings, or if no customer was specified there, in an object at a higher level of the as-built structure of the object.

You can also enter the customer yourself. The field is not required. You might be talking to someone who bought your product through a dealer. Manual entry will not register this person in your customer records, however.

If a service notification results in a service order, a customer must be entered.

If a notification relates to more than one customer, click the Related customers button to register these customers as well.

This is the person responsible for the management of the service notification.

Response time:	24 hours
Availability:	From 08:00 to 18:00 hrs
	Not at weekends
	Nights are counted, weekends are not
Date and time of notification:	Thursday 16:00 hrs
Latest start date and time	Friday 16:00 hrs

Response time:	24 hours
Availability:	From 08:00 to 18:00 hrs
	Not at weekends
	Nights and weekends are counted
Date and time of notification:	Friday 16:00 hrs
Latest start date and time	Monday 16:00 hrs

Response time:	24 hours
Availability:	From 08:00 to 18:00 hrs
	Not at weekends
	Nights and weekends are counted
Date and time of notification:	Friday 16:00 hrs
Latest start date and time	Monday 08:00 hrs

0500 Service messages - General