Service Contract and SLA Management

SAP Business One ships service contracts, customer equipment cards and service calls, and for recording what happened they work. What they do not do is enforce anything. Nothing stops a call being logged against a customer whose contract lapsed last quarter. Nothing measures whether the four-hour response you sold was actually met, or pauses the clock while you wait on the customer. Nothing escalates a call that has been sitting unassigned overnight. And nothing tells the account manager that eleven contracts expire next month.

So support organisations improvise. Entitlement is checked by someone who remembers the account. SLA performance is reconstructed after the fact in a spreadsheet, usually generously. Escalation depends on a team leader scanning the queue. Renewals are chased when a customer calls to ask why they were invoiced, or not chased at all. Revenue leaks in both directions: work is given away outside contract, and contracts quietly lapse while service continues.

What ECOSIRE builds

We build enforcement, measurement and pipeline on top of the standard SAP Business One service objects rather than beside them. Calls remain service calls. Contracts remain service contracts. Equipment remains customer equipment cards. What we add is the logic that decides, times, escalates and renews — implemented through the Service Layer and DI API with user-defined objects and tables, so the standard service module stays intact and reportable.

Entitlement checking at the point of logging

When a service call is created, the add-on validates it before it can be saved as covered: does the serial number resolve to a customer equipment card, is there a service contract covering that equipment, is today inside the contract start and end dates, is the reported item or fault type within the covered scope, and are the contract entitlement counters exhausted. The outcome is explicit — covered, in warranty, or chargeable — and it is stamped on the call. A call that fails the check is not blocked from being logged; it is flagged and routed down the chargeable path so nobody quietly gives away work, and nobody turns away a customer while they argue about paperwork.

SLA definitions and business calendars

SLA targets are defined by call priority, contract type, item group and Business Partner, with per-customer overrides where you have negotiated something specific. Each target set can carry separate response, on-site and resolution commitments. Behind them sits a business calendar engine: working hours, public holidays, and multiple time zones, so an eight-by-five contract does not accrue breach time overnight while a twenty-four-by-seven contract does.

Live clocks

Clocks are stored against the call in a user-defined table and driven by status transitions you configure — running while the call is with your team, paused while it is awaiting customer or awaiting parts, stopped at resolution. First response and resolution are stamped separately, because they are separately sold. Because the clock is data rather than a calculation performed at report time, the team can see remaining time now, and the report at month end matches what people saw on the day.

Escalation

Escalation rules fire on elapsed time or forecast breach, reassigning the call queue or owner and notifying by email through the SAP Business One mailer or an SMTP relay. Rules are tiered, so a call can move from technician to team leader to service manager on a schedule that matches the contract you sold. A background service evaluates open calls on a cadence you set.

Entitlement counters and billing

Contracts frequently include a number of visits, labour hours or a parts allowance. Those counters are tracked and drawn down as calls close. When work exceeds entitlement, the overage flows into A/R Invoice lines rather than being written off by default, and out-of-scope work can be routed through a standard approval procedure before it is committed.

Renewals and preventive maintenance

Contracts approaching their end date surface in a renewal pipeline with owner, value, uplift rule and status. One action generates a Sales Quotation or a successor service contract through the Service Layer, so the renewal conversation starts before the cover lapses. Separately, preventive maintenance schedules generate service calls on a recurring cadence per equipment card, with technician or route assignment, which turns reactive support into planned work.

Reporting

Crystal Reports layouts cover SLA attainment by priority and customer, open-call ageing, contract profitability comparing contract revenue against parts and labour cost, and renewal forecast by month. The data behind them is standard service data plus our user-defined fields, so your own tools can read it.

Who this is for

Equipment suppliers and installers who sell maintenance cover alongside hardware. Managed-service and IT support businesses running SAP Business One as their system of record. Medical, laboratory, catering and industrial equipment servicers with warranty and contract cover running in parallel. Any support organisation that has committed to response times in writing and cannot currently prove whether it met them.

How delivery works

This app is built to order. Nothing is pre-built and there is no trial download.

1. Scoping call. We review your contract types, priority matrix, working calendars and time zones, the escalation path you actually want, how warranty is distinguished from contract cover, and how overage is billed today. We look at live service calls, because the status model you already use drives the clock design. 2. Fixed quotation. You receive a written scope and a fixed price before build starts. Optional modules — preventive maintenance scheduling, field visit capture, renewal quotation generation — are priced separately. 3. Build. Typical lead time is two to four weeks from acceptance, longer where multiple calendars, complex entitlement counters and field capture are all in scope. 4. Install in test. We install into your test company database with all user-defined field, table and object scripts, then replay a set of your historical calls so you can compare the SLA results the engine produces against what you believed happened. This step reliably surfaces disagreements about definitions, which is exactly why it happens before production. 5. Install in production. Production install and cutover are scheduled with your team, with existing open calls and live contracts brought under the new clocks in a controlled way. We stay available while the first escalations fire. 6. Support. A defect-fix window follows go-live, with an optional annual support and upgrade agreement afterwards.

After go-live

The add-on is delivered per tenant, licensed to your company, with source code and documentation handed over. It runs against SAP Business One 10.0 on Microsoft SQL Server or SAP HANA, on premise or cloud-hosted. SLA targets, calendars, escalation tiers and renewal uplift rules are configuration your team maintains. Because calls, contracts and equipment cards remain standard objects, your service history stays complete and reportable in the SAP Business One client whatever you decide later.