Define Coverage

Here are the steps to define coverage for service contracts:

1. Navigate to Contracts in Contract Management.

2. Open the Tasks side panel and go to Standard Coverage in the Setup tasks.

3. Click Create and enter Name, Description, Entitlement Type, and Start Date. Click Continue.

4. In the Actions task, click Channel Type and then, Next.

5. Choose the required Optional Result columns - First Response Metric, First Response Warning Threshold, Resolution Metric, and Resolution Warning Threshold, and click Finish.

6. Choose options for Severity, Channel Type and Calendar from the drop down list, add numeric values, in 'Minutes', for the remaining fields and choose a Start Date.

7. Click Save and Close.

8. Click Default Coverage in the Setup tasks to link standard coverage values with Default Level and Default Level Value. If the Default Level is Business Unit, you can select a specific Business Unit in Default Level Value.

9. Choose Start Date and End Date and then click Save and Close.

For details on coverage for service contracts, see the Managing Pricing Algorithms, Service Mappings, and Matrix Classes chapter in the Oracle SCM Cloud, Administering Pricing guide.