Service Agreement

This ERD (see the following figure) illustrates how Siebel Business Applications support service agreements. A service agreement is a contract that entitles one or more contacts at one or more organizations to provide service or support on one or more items through entitlements. Entitlement items define coverage of products or specified instances of a product. The entitlement can be constrained by a service calendar (to indicate 24x7 coverage, for example), and can be subject to one or more metrics (that describe a guaranteed two-hour response, for example). For covered items, covered labor and covered faults can be defined.

The following table lists the entities in this ERD and their corresponding tables.

Entity	Table
Account	S_ORG_EXT, S_PARTY
Agreement	S_DOC_AGREE
Agreement Entitlement	S_ENTLMNT
Agreement Line Item	S_AGREE_ITEM
Asset	S_ASSET
Contact	S_CONTACT, S_PARTY
Entitled Product or Asset	S_ENTLMNT_ITEM
Entitled Service	S_ENTL_ACT_TYPE
Expense Type	S_EXP_ITEM_TYPE
Fault/Trouble Code	S_FAULT_CODE, S_AGRITM_FLTCD
Labor Operation Code	S_LAB_OPER_CODE, S_AGRITM_LABOPR
Material	S_PROD_INT
Order	S_ORDER
Preventive Maintenance	S_PM_PLNITM
Price Adjustment	S_ENTL_PRDPRI
Product	S_PROD_INT
Service Calendar	S_SCHED_CAL
Service Metric	S_SVC_METRIC
Service Request	S_SRV_REQ
Work Type	S_PROJ