These are the commitments established between organizations and customers, for the proper management of work orders. The agreements include the activities to be carried out in the service management process and the response times defined for the fulfillment of a work order, according to the categorization of the customers and taking into account what has been agreed with each of them.

Starting with version 9.7 of Aranda FIELD SERVICE AFLS, SPL agreements take into account key concepts such as stopwatches and maximum times. Stopwatches allow you to define a concept of time to measure, and maximum times allow you to set deadlines according to the need and the relationship with each customer.

Each service uses a workflow. Within this workflow, it is indicated how the time is counted for each of the stopwatches.

Aranda FIELD SERVICE has three timers set up within the workflows. However, as many service agreements and timers as required can be configured.

Attention Time

1. Overall time scheduled between the creation of the work order and the arrival of the specialist at the referenced place to start the work of the request for a service. This time includes the field specialist’s trips to attend to the service.

Example: In a work order to install a satellite television service, the maximum scheduled attention time is 2 days, which go from the moment of creation of the order until the arrival of the field specialist for the attention of the service; This time includes activities related to travel to attend to work orders assigned and scheduled in advance in the assigned specialist’s agenda.

Solution Time

2. Estimated time in which the field specialist gives a complete solution to the requested service, confirming the closure of the assigned work order. Solution time includes the defined handle times and run times.

Solution time includes field specialist travel, initial problem review, procurement of spare parts, and service execution.

Example: In a work order to install a satellite television service, the maximum solution time scheduled for the service would be 3 days, in which the field specialist will be able to carry out activities related to travel to attend to assigned work orders, tasks such as antenna installation, configuration of the channel package and installation of the required spare parts and the service in general.

Runtime

3. Time allocated by the field specialist to perform activities specific to an assigned service. This time only includes the execution of the service.

Example: In a work order to install a satellite television service, the scheduled execution time is 4 hours, during which the field specialist will perform tasks such as installing the antenna, configuring the channel package, installing and adapting the requested spare parts for the operation of the service.