Entitlement checking

When a customer contacts a client company and requests service, it is important to determine whether that customer is entitled to additional service. If the contract provides five service requests, and the customer has already reached that limit, service may be denied. Because the precise nature of language and rules varies from one contract to another, determining what the contract covers is complex.

Entitlement checking identifies the contract and a Service Level Agreement (SLA) that apply to the current situation. Service Level Management automatically verifies whether the requested service is within the specified service hours and the service budget.

Related topics

Service Level Management
Service Contracts overview
Working with service contracts
Service contracts
Service contract tasks
Itemizing costs
Handle time costs
Cost assessment
Labor costs
Parts costs
Currency records