Contract and Service Hours
- Matthew Wren
Contract Hours
Contract Hours represent a promised response window for a job. See Contract, Service and Access Hours for more details.
The contract earliest value can either be treated as a soft or a hard constraint when searching for available capacity for a job with Contract Hours.
Setting the abs_sla_start_ignored value in the sp083_system_parameters database table to YES (optional parameter, default value is NO) will cause the soft constraint option to be used globally.
Please note that using the soft constraint option has a potential performance impact on the system, as the window which will be searched for available capacity is likely to be larger than when using the default hard constraint option.
Service Hours
Service Hours represent the hours of the day that a customer contract covers for entitlement. See Contract, Service and Access Hours for more details.
To configure named Service Hours patterns so that a job can be booked with just the name of that Service Hours pattern supplied as a parameter, the relevant details need to be added to the sp142_predef_sh_patterns and sp143_predef_sh_pattern_days database tables.
There is no GUI to create named Service Hours patterns, so they must be put into the database manually via SQL.
The Service Hours affect the cost of how an SLA job is scheduled, so it is important to work with the business to set these up correctly.