1. Communications Guide
  2. Types of Agreements

Types of Agreements

Many different types of agreements can be created in Siebel Communications, 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:

  • A contract is an agreement that typically covers an ongoing relationship between a vendor and a customer. A contract states what a vendor is contractually bound to provide to a customer and what a customer is contractually bound to purchase from a vendor. This type of agreement is legally binding and might specify such things as products, services, discounts, terms, and entitlements.

  • A sales agreement is an agreement that is typically related to a specific sale. This type of agreement specifies such things as base price, discounts, special rates, rentals or leasing, and financing.

  • A service agreement is a type of agreement that defines a service relationship. It spells out a customer’s rights to receive service, including the price, service level, support requirements, maintenance, and warranty. Service agreements have specific components that include:

    • Service Calendars. Specify the days and hours during which service are provided (for example, Monday to Friday and 9 to 5).

    • Quotas. Specify the amounts of service the customer can receive (for example, number of phone calls allowed, number of on-site visits allowed, and so forth).

    • Entitlements. Specify the accounts, contacts, and products that are covered, as well as the metrics being used.

  • A service level agreement (also referred to as an SLA or a service support level) is a type of service agreement that defines a customer’s entitlements and assets. A service level is a quantitative measurement that is usually expressed as a percentage. For example, a service level might be the percentage of parts received on time out of those requested, the percentage of asset uptime, or the percentage of problems fixed within a required time frame. A service level agreement can also be part of a larger service agreement.