Availability

Use the Availability form to register the times during which a customer can apply to your service organization for help. Availability times are used when creating service contract versions. Combined with the setting of the Availabilityfield in the contract version, the Response time determines the latest start time of the work when you enter a service notification.

To specify the days and times the engineers are available, use the Rulesand Exceptions buttons. Click the Rules button to register the standard times on which the engineers are available, and click the Exceptions button to register the exceptions to these times, such as public holidays. For example, you could specify that engineers are usually available for four hours on Wednesdays, but not if Boxing Day falls on a Wednesday.

Note:

• Exceptions always take precedence over the default rules.
• First enter the standard availability rules, and then enter any exceptions.
• If a particular day part has not been defined in the standard availability rules or in the exceptions, the engineers will be regarded as not available and the time is not taken into account when calculating the latest start time.

If required, you can click the Contract pricesbutton to assign a price to the availability level.