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Siebel Energy Guide > Agreements and Entitlements in Siebel Energy > About Agreements and Entitlements in Siebel EnergyAgreements and entitlements can be used by customer service representatives, field service representatives, service managers, account managers, support renewal agents, and contract administrators. Agreement and entitlement data is stored in agreement and entitlement records that must be created, associated with other records, revised, examined, and printed. This topic defines agreements and entitlements and discusses the relationship between them. For more information about agreements and entitlements, see Siebel Applications Administration Guide and Siebel Field Service Guide. AgreementsAn agreement is a legally binding document that defines the obligations to offer, provide, or produce specific products or services over a set period of time for a specific amount of money. A sale might require an agreement to detail and document the sale transaction. An agreement typically includes detailed descriptions of pricing, terms, limitations, coverage, conditions, legal rights, processes, and guidelines. Agreements are often revised to reflect changes in the company, a company's product lines, or in the market. Siebel Energy can manage complex commercial agreements and simple residential agreements. Complex agreement can have multiple levels, each with different terms, conditions, and discounts. An agreement must be associated with one contact or at least one account. However, agreements can be associated with multiple accounts. EntitlementsAn entitlement defines the level of support to which a customer is entitled. Examples of entitlements include response time metrics and service level metrics. A metric is a type of provision (for example, response time) combined with a value for that provision (for example, 2 hours). Entitlements are associated with customers through their service-level agreements. For more information, see Types of Agreements. Agreement and Entitlement RelationshipsThe relationship between agreements and entitlements is as follows:
An agreement that is associated with an entitlement can specify that all contacts or products must receive support under the entitlement. This specification provides blanket contact service agreements and blanket product service agreements. Types of AgreementsMany different types of agreements can be created in Siebel Energy, including contracts, sales agreements, service agreements, service level agreements, master service agreements, work orders, profiles, letters of understanding, letters of intent, nondisclosure agreements, subcontractor work orders, price protections, and support renewals. Some types of agreements are defined as follows:
Master Agreements and SubagreementsSmall and uncomplicated transactions might need only a standard boilerplate agreement. Larger transactions might need a customized collection of boilerplate agreement sections. Sales involving multiple products and staggered delivery schedules might need agreements with customized content within the customized collection of agreement sections. End users can create parent-child relationships among agreements. If, for example, a large commercial account requires a master agreement and one or more subagreements, then end users can designate the main agreement as a master agreement and generate its associated subagreements. The master agreement is the parent agreement for the subagreements. Data from which to build agreements comes from the agreement library in Siebel Energy. An agreement library is a data repository developed by your company's sales and legal organizations. It includes information such as recommended and required text for agreement sections, answers to agreement questions, sample cover letters, and sample executive summaries. |
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