Service providers : Data setup : The Customers' world : Defining specific service terms : Examples of service agreements with specific terms : Example 1: specific space / space type
Example 1: specific space / space type
General, everyday climate control issues need to be solved within 1 working week. However, climate control issues that occur in specific server spaces must be solved within 1 hour, because of the immediate impact on cooling the servers.
This example illustrates deviating KPIs, based on specific spaces / space types. In this case, you can define two service agreements:
1. Generic contract line service agreement: TTC (time to complete) for Service ‘Climate control’ = 7 days
2. Deviating space (space type) service agreement: TTC for Service ‘Climate control’ = 1 hour