Service providers : Data setup : Field descriptions : Terms for time - fields
Terms for time - fields
Field
Description
General
Code
Enter a code for the time term.
Name
Enter a description for the time term.
Service agreement
Select the related service agreement from the list.
KPI related fields
Time to attend
Specify the required time to attend (TTA) that applies to the related service agreement and that is used to calculate the requested time to attend on an order when this service agreement is applied.
Time to complete
Select the required time to complete (TTC) that applies to the related service agreement and that is used to calculate the requested time to complete on an order when this service agreement is applied.
Time to fix
Select the required time to fix (TTF) that applies to the related service agreement and that is used to calculate the requested time to fix on an order when this service agreement is applied.
Time to respond
Select the required time to respond (TTR) that applies to the related service agreement and that is used to calculate the requested time to respond on an order when this service agreement is applied.
Applied calendar
Select the calendar to be used for calculating KPIs. You can select one of the following options: Calendar for properties, Calendar for SLAs and No calendar.
Calendar
This field is only enabled if Calendar for SLAs is selected in the Applied calendar field. Here, you can select a calendar specific to the SLA when calculating KPIs.
Validity
The validity calendar specifies the valid date and time for sub-terms for time. Sub-terms for time are considered to be valid during the working hours of the period selected on the calendar.
Weighting
Enter the SLA weighting for the service agreement. The number entered indicates the importance of the terms within the SLA.
Comment
Enter a comment on the terms for time, as required.
Bonus / malus fields
Defect type
(life cycle aware field)
Select the applicable defect type for bonus-malus from the list. Select one of the following options:
• Availability: a penalty applies if there is insufficient availability of the service. The lack of availability is measured against the selected Incident class.
• Performance: a penalty applies if the execution of the service is below the agreed standard.
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If the Defect type, Incident class, or one of the calculation fields is changed on the main Terms for time, this change is copied to the sub. Only the TTC is not copied.
Incident class
(life cycle aware field)
Select the applicable incident class from the list. If a defect type is filled in, this field is mandatory. The following incident classes are available: 01 Health & safety, 02 Laws & regulations, 03 Availability, 04 Comfort and 05 Representation.
01 Health & safety will induce the severest penalty, the second item 02 Laws & regulations will induce the second severest penalty etc. The combined selected values in the Defect type and Incident class fields determine which penalty applies in case of under-performance.
Calculation method
This field is mandatory if both Defect type and Incident class are filled in. Select the method that must apply to the bonus-malus calculation: Base amount & variable or Variable only.
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•     If you select Base amount & variable, the following fields become mandatory: Base discount, Calculation basis, Penalty threshold (hours), Max. no. of penalty intervals, Penalty interval discount.
•    If you select Variable only, the following fields become mandatory: Penalty interval discount, Partial factor.
Calculation basis
Select the applicable calculation basis for bonus-malus:
• Weighting factor: you can use a weighting factor on Space category or Space to calculate a discount. This is convenient if the base amount and the penalties are the same for the location concerned. In that case, the weighting factor can calculate specific discounts for specific spaces / space categories.
• Direct
Base discount
Specify the amount for the base non-performance penalty.
Recovery time prohibited
Set this field to Yes if you do not want to allow for recovery time at all. In that case, the Time to complete (TTC) is cleared and made read-only.
The default setting is No, to allow for recovery time.
Penalty threshold (hours)
Select the applicable penalty threshold.
Max. no. of penalty intervals
Specify the maximum number of penalty intervals allowed.
Penalty interval discount
Specify the amount of the non-performance penalty.
Partial factor
Enter the factor that must be applied to the penalty interval discount. This field is mandatory for the Variable only calculation method.