Oracle Service Contracts – How to Drive Contract Coverage by Severity

When it comes to service level agreements for service tasks, a common business need is to cover High priority tasks round the clock, but without providing similar coverage to a Low or Medium priority task.  Oracle Service Contracts now provides the ability to define contract Coverage Time, Reaction Time and Resolution Time based on the severity of the task, assisting organizations in providing an appropriate service response according to task severity.   This results (more...)