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Warranty types are used by the Customer Service Management engine to prioritise jobs. |
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Every asset in the database can have a warranty associated with it. When a job is logged concerning that asset, the system applies the terms of the warranty to calculate when the job must be done by.
By associating a warranty with an asset, rather than having specific asset fields for holding the terms of the warranty, you can change the warranty terms in this section and they will be applied globally. |
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To add a new warranty |
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Click the 
add button |
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Enter a name for the new type of warranty
(Duplicate names will be ignored)
Eg. Platinum Plus |
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Click the OK button |
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Set the terms of the warranty |
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To delete a warranty |
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Select the warranty you want to delete |
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Click the 
Delete button |
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Note Assets that were associated with the deleted type of warranty will still show that warranty type in the Warranty Type field, but no terms will be applied when a job is created for them. |
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To rename a warranty |
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Select the warranty you want to rename |
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Click the 
edit button |
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Edit the name and click the OK button
(Duplicate names will be ignored) |
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Note Assets that were associated with the renamed type of warranty will show the old warranty name in the Warranty Type field, but no terms will be applied when a job is created for them. |
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Response time |
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Enter the time limit within which the job must be dealt with, if it's for an asset linked to this type of warranty.
Eg. |
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Platinum Plus
Platinum
Gold
Silver |
8 hours
24 hours
2 days
7 days |
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Note If you enter your response time in hours, it will be converted into days and hours. For example, 36 hours will become 1 day 12 hours. This makes no difference to the calculations. |
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Working days |
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Tick the days when engineers are obliged to work.
Eg. |
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Platinum Plus
Platinum
Gold
Silver |
All days & holidays
All days, not holidays
Monday to Saturday
Monday to Friday |
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Working hours |
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Enter the start and end of the day when engineers are obliged to work.
Eg. |
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Platinum Plus
Platinum
Gold
Silver |
12:00am - 12:59pm
6:00am - 10:00pm
8:00am - 8:00pm
9:00am - 5:30pm |
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More information... |
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When you add, delete or edit a warranty, the names are written into the drop-list property of the Asset Warranty Type field, which removes any warranty names already in that field. You should always set the warranties using this part of Setup, rather than add them directly into the Asset Warranty Type field.
Bear in mind that a response time of 8 hours means 8 working hours. To achieve a true response time of 8 hours you would tick all working days and choose midnight to midnight as the working day times.
Below are some examples of warranties and what the response times would be calculated as. |
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Customer called at:
Response time:
Warranty days:
Warranty times:
Job must be done by: |
10:00am, Tuesday
8 hours
Monday to Saturday
8:00am - 8:00pm
6:00pm, Tuesday |
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Customer called at:
Response time:
Warranty days:
Warranty times:
Job must be done by: |
4:00pm, Tuesday
8 hours
Monday to Saturday
8:00am - 8:00pm
12:00am, Wednesday |
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Customer called at:
Response time:
Warranty days:
Warranty times:
Job must be done by: |
11:00am, Sunday
8 hours
Monday to Saturday
8:00am - 8:00pm
4:00pm, Monday |
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Note Changes made in this section will affect all users. |
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Related topics
Customer Service Management: An overview |