Redwood: Manage Coverage Entitlements

You can define and manage the service levels provided to a customer, such as warranty, support, or maintenance, by adding coverage entitlements to subscription products. Entitlements specify how service is delivered and how work is billed for the products (or assets) covered under the contract, ensuring service delivery and billing follow the agreed SLAs.

What does an entitlement define

1. Service hours & calendar: Business hours or 24×7, weekend/holiday rules, and time zone.
2. SLA targets: Reaction/response and resolution times, including priority-based targets.
3. Channels: Phone, email, portal, on-site, and any channel-specific constraints.
4. Discount policies: Labour/parts discounts or zero-charge rules when work is performed under entitlement.
5. Allowances: Included incidents/hours, overage rules, and reset cadence.
6. Term alignment: Effective dates and alignment to the subscription term.
7. Custom requirements: Define organization-specific entitlement parameters beyond the standard fields.

How to use it

Use a standard coverage template from the library to accelerate setup, or create a negotiated template from a standard one and modify it to reflect contract-specific terms. You can also associate the template with a product in Oracle Product Information Management, so it defaults when that product is added to a subscription.

When you negotiate a template, you can set effective dates and define entitlement rules such as priorities, channel type, support calendar, and first-response/resolution targets (with warning thresholds) under Entitlement Rules. Configure adjustments in the Adjustments tab as needed, which lets you specify billing adjustments for work performed on covered products, for various business processes and service activities, including custom adjustments when needed. Finally, you can also select preventive maintenance programs for the Asset or item covered.

After you save and the subscription is activated, the entitlement drives service and billing automatically. The selected calendar and SLA targets are enforced on service requests, configured adjustments apply to eligible work, and preventive maintenance follows the defined schedule. You can update terms through amendments. 
 

1. Sales, Service, and Support teams can verify customer entitlements and eligibility at the point of service, reducing disputes and handling time.
2. Standard and negotiated templates enforce calendars, response and resolution targets, channels, and work rules for predictable service.
3. Visibility into entitlement terms and expiry windows enables targeted capacity planning.
4. Integrated with Oracle Service Cloud to automate entitlement checks and compliance tracking.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Refer to Overview of Standard Coverage Templates for the creation and management of coverage templates

Coverage Calendar Schedule and Exceptions

To create billing types and business processes, see the Getting Started with Service Logistics Cloud Implementation guide.

See ‘Steps to Enable’ section in the ‘Redwood: Create and Manage Subscription and Subscription Products’ documentation to enable the Redwood experience for Subscription Management.