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we are selling Support Contracts with a runtime of 3 years and 30 hours per year.
Is this possible by using out of the box functionality or do we either need to:
1) Customize it somehow.. - havent thought about what would be the best solution yet.
2) Create 3 contracts each having a runtime of 1 year.
Contact is going to deprecated , so use Entiltlement instead.
The OOB entitlement support two types
1.) number of cases
2.) number of hours.
I recommend you to use the second method with number of hours option, you can create three entitlements with different start date and end date (1 year for 1 record), and allocate 30 hours for each entitlement.
using 3 entitlements each with a year runtime of course works, but I don't think this is a nice solution.
It just feels wrong to have 1 contract with a customer but 3 seperate entitlements. :/
Customizing could be:
Option Set in Entitlement:
"For what period is the budget"
"Yearly" "Monthly" "Weekly" ...
Yearly means the budget of 30 hours resets every year - monthly and the budget resets every month to 30 hours.
So a workflow will reset the budget and the unused ours will be written in additional fields so we can track what amount stays unused...
Using 3 entitlements with a year each would be nice as we stay with the default functionality...
Thanks for your help! Have not decided yet.
the entitlement designed to work in this way. Unlesss you want go for custom Entiltlement.
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