On the Terms for time, you can make settings with regard to the bonus-malus calculations that should apply in cases of over-performance or under-performance. The key performance indicators (KPIs) that you have agreed with your customer in the service terms, determine whether the performance or availability of a service was satisfactory or not. Based on the bonus-malus settings, additional calculations are made that will affect the generated order revenues. In other words, if there is under-performance, a penalty (malus) may be charged to the service provider, which comes down to giving a discount to the customer.

See Bonus - malus calculations to understand how calculations are made based on the bonus-malus settings.

See Terms for time - fields to learn more about bonus-malus settings.

See Service terms - general and specific to learn more about Terms for time and other service terms.