Applying terms for time (KPIs) to orders
Changing one of the service components on the order, such as service agreement service, customer, property, space, asset or contract line, may cause different Terms for time to apply (or even a different contract line). A new search is performed for a contract line and applicable terms for time. Any existing KPIs on the order may be overwritten.
Terms for time are detected in a similar way as the terms that are required to generate revenues. For more information, refer to Generating revenues.
Additionally, once terms for time are found, another check is performed to find (unique) sub-terms for time. The moment of adding the order should be within the working hours of the validity calendar. If such a sub-time terms exist, they will be applied. If not, the main time terms are applied.
In the Service Providers solution mode, terms for time are applied in a similar way as SLAs in the IWMS system, except that the applicable KPIs are derived from the detected Terms for time. The mapping of the KPI fields on the time terms and the corresponding fields on Orders are given below:
Terms for time KPIs | Order KPIs |
|---|---|
Time to respond (TTR) | Requested response date-time |
Time to attend (TTA) | Requested date-time to attend |
Time to fix (TTF) | Requested date-time to fix |
Time to complete (TTC) | Priority |
Results of applying terms for time:
• The Time term field on the order is updated with the found Terms for time.
• The Priority field of the order is updated with the TTC of the Terms for time.
• The Weighting field of the order is updated with the weighting from the Terms for time.
• The KPIs (requested TTR/TTA/TTF/TTC) are recalculated.
• Any applicable bonus-malus arrangements that are included in the Terms for time, will be reflected in the order revenues.
 | The KPIs on an order are by default read-only, unless the corresponding KPI fields on the time term have no value selected. In that case the KPIs are determined on the basis of mutual agreement and can be entered manually on the order. |
| | For requests and move requests, the TTA and TTF are ignored, since they only apply to work orders / move orders. |