244 ◾ Implementing SAP
®
CRM
and hence, it is important for companies to be able to sell and manage service contracts and
entitlement successfully. Service contract management provides tools for managing service agree-
ments, service contract quotations, and service contracts.
Service contracts typically include a Service Level Agreement (SLA) in which the company
species the response time and an availability time to which the customer is entitled; additional
company-specic parameters can also be dened freely and integrated to support specic busi-
ness processes. Service agreements can be created for certain customer groups, specifying general
parameters of service contracts such as pricing and discounts. SLAs and automatic entitlement
both ...