General, everyday climate control issues need to be solved within 1 working week against an hourly rate of 75 EUR. However, the same climate control issues occurring in specific server spaces must be solved within 1 hour, against an hourly rate of 110 EUR, because of the high 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 for Service ‘Climate control’ = 7 days. Labor hour tariff = 75 EUR

2. Deviating space (space type) service agreement: TTC for Service ‘Climate control’ = 1 hour. Labor hour tariff = 110 EUR