By LuciaC-Oracle on Jul 31, 2014
When it comes to service level agreements for service tasks, a common business need is to cover High priority tasks round the clock, but without providing similar coverage to a Low or Medium priority task. Oracle Service Contracts now provides the ability to define contract Coverage Time, Reaction Time and Resolution Time based on the severity of the task, assisting organizations in providing an appropriate service response according to task severity. This results in cost savings by avoiding manual interventions that are otherwise needed for modifying the planned end dates and rescheduling tasks as per the severity.
Prior to Release 12.1.3+, users defined Reaction and Resolution Times based on the specific number of hours it took to respond to a task. With Release 12.1.3+ (via Patch 17891741:R12.OKS.B), Reaction and Resolution Times can be defined as a variable number of hours depending on when a task gets created, thereby ensuring compliance with the promised service level agreements.
For more details, take a look at Oracle Service Contracts – How to Drive Contract Coverage by Task Severity (Doc ID 1911887.1) which explains the new functionality and how to implement it.