Procedures

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Create Service Coverage Hours Profiles

Service Coverage Hour Profiles in Q360 are essential for managing Service Level Agreements (SLAs).  These profiles allow you to define Response and Resolution times, ensure accurate SLA tracking, and handle exemptions like holidays

1. Go to Accounting Main Menu > Admin > Service Admin > Service Coverage Hours
2. Click the Add icon to add a new Service Coverage Profile or search for an existing Profile to update
3. Define the details on
   • Coverage tab:
     • Title | Description of the coverage hours
       • Note: Title text will appear on a Service Call > Call > Covg. Hours field for any call whose Service Contract is defined with this coverage

        

     • Default Hours | If checked, system uses this Service Coverage Profile as the default option to automatically apply to a Service Contract that has no Service Coverage defined (in Service Contract > Customer Level tab).  Ensure only 1 profile is set as the default
     • Use Customer TZ (Time Zone)| If checked, system uses Time Zone of the Customer Site on a Call, otherwise system uses its Server Time zone
       • Note: A Customer Site Time Zone is configured in Customer Site > Location sub tab

        

     • Start / End Hours  | Starting and ending hours of operation by day of week, specified on a 24 hour clock, e.g. 08:00 to 17:00
     • Response Time > Default | Service level target time (in minutes) within which to make first response on a call; option to define further by priority 1-5
       • Note: A Call’s actual Response Time is reported on Service > Reports > Customer Call History, where it is defined as “time between first Dispatch and first time billing Start Time entry”

        

     • Resolve Time > Default | Service level target time (in minutes) within which a solution is administered on a Call; option to define further by priority 1-5
     • SLA Events | “Response Delivered”: Choose an Event that marks a Response as delivered (e.g., EMAIL) and “Resolution Achieved”:  Select a Call Status that indicates resolution (e.g., TECH DONE).  Note:  This status does not close the Call

      

   • Exemptions tab:
     • • Add any applicable exemption days, such as federal / public / statutory holidays.  Example: If New Year’s Day is an exemption, a call received at 11:59 PM on December 31st will pause SLA timing until January 2nd

      

4. Click the SAVE icon

Apply a Coverage Hour Profile to a Service Contract:

1. Open a Service Contract: Navigate to a new or existing Service Contract
2. Verify Products: Ensure the Line Items tab contains at least one Product eligible for a Service Call
3. Assign a Coverage Hour Profile: put the from in EDIT mode and on the Customer Level tab of a Service Contract, select a Profile from the Service Hours drop down menu to link it to the Contract
4. Generate a Service Call: On the Line Items tab of a Service Contract, select a Product, then click the tab Extended Menu and select “Create Call for Selected Product”
5. Monitor SLA Performance: Use the Service Overview Workflow to track SLA performance for Response and Resolve buckets