Any terms that apply to a service are linked to the contract lines via Service agreements. The service agreement defines the relation between the , contract lines, services and terms. There are 7 types of service agreements you can add:

The difference between these agreements is the scope to which the linked terms apply. Service agreements are part of the hierarchy that is indicated above, giving priority to terms linked at the lowest level (service agreements for assets) over terms that are linked at the higher levels.

That is, terms that are added to a service agreement for contract lines apply to all orders linked to the contract line. On the other hand, terms added to a service agreement for assets only apply to the services on the linked asset.

For example, if you have linked a term for fault maintenance on air-conditioning units at the highest level (Service agreement for contract lines), this term will be overruled by a similar term for fault maintenance on an air-conditioning unit in a space linked to a Service agreement for spaces. This mechanism ensures that you can efficiently register that in case of an air-conditioning unit failure, the repair time is 2 days, but if the fault occurs on the air-conditioning unit in the server room, the repair time is only 2 hours.

The hierarchy also applies to finding terms of service agreements related to assets, properties or asset groups.

For example, if no service agreement can be found for a (sub) property filled in on the order when searching for terms linked to a property-related service agreement, the service agreement related to a property on a higher level is considered. This search process continues until one service agreement or none is found.

For more information, see Adding service agreements.