11 Agreements and Entitlements
Agreements and Entitlements
An agreement defines the obligations to offer, provide, or produce specific products or services over a set period for a price. It contains pricing, terms, limitations, coverage, conditions, legal rights, processes, and guidelines.
Common types of agreements are sales and service agreements.
- A sales agreement is a contract that includes special pricing and other benefits when a customer purchases applicable products. For example, an enterprise customer of the CSP negotiates a sales agreement that discounts volume purchases.
- A service agreement is a service contract. For example, a customer purchases a business-grade internet service from the CSP. The CSP might negotiate a service agreement with the customer providing a special discounted rate to repair faults at customer premises over a predetermined period.
Entitlements are part of a sales or service agreement. In a sales agreement, it includes information about special pricing that applies to the sale of products. You can use entitlement-based service metrics as part of a service level agreement. You can use entitlement templates to apply entitlement-based pricing or service metrics information.
You create an entitlement template from the Administration section of the Launch application home page.
An entitlement template includes the following:
- Benefit: A benefit is the entitlement pricing information maintained as price alterations.
- Condition: A condition denotes criteria that determine a customer's entitlement to the benefit.
- Metric: A metric denotes the performance requirement of an entitlement template and is usually associated with a service-level agreement (SLA) within a sales or service agreement. SLAs often indicate the expected response and resolution times for a service request based on the request priority.