how to review and manage service call limits€¦ · example in this example the customer’s...
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KODAK Partner Place
How to Review and Manage Service Call Limits
KODAK Partner Place Reviewing and Managing Service Call Limits
BACKGROUND
Service call limits are set as part of a customer’s service contract entitlement. The contract will specify how many repair and maintenance based service calls you are entitled to within a given timeframe.
Call limit visibility in Partner Place, enables active monitoring and management of current limits and helps to keep track of your activity and subsequently assists in planning for future support.
For instructions and further details regarding using KODAK’s Partner Place portal, please visit the following My KODAK Services knowledge link (Answer ID - 66890):
https://services.kodak.com/app/answers/detail/a_id/66890
PROCESS
1. In a web browser, go to https://partnerplace.kodak.com
2. Log in using your Partner Place email and password credentials
3. Under the Service & Support tab, click the Service My Products link
4. In the My Sites section, click the item you wish to review call limits for in the
Product Identifier column
(b) The Component and Product Identifier Details will appear
5. In the Product Identifier Details section click the Entitlement tab and look for the line
starting with CALL LIMIT. The column references are as follows:
Product Tracking indicator in relation to expected call limit in the cycle
Coverage Time Duration period of call limit cycle
Prioritized Response Call Limit value and Actual calls logged to date
6. If within limits, proceed by clicking Repair Request in the Product Identifier section
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EXAMPLE
In this example the customer’s contract entitlement has been set-up with a call limit of six (6) repair service requests over a three (3) month duration. The expected monthly call volume would therefore be two (2) service requests.
Based on the actual service calls logged to date, the tracking indicator provides real time status visibility in relation to call limits and can help the customer better manage future requests. There are four indicators that may be displayed:
• BELOW - Tracking below expected call volume per month
• TARGET - On target with expected call volume per month
• ABOVE - Tracking above expected call volume per month (at risk of exceeding call volume limits)
• LIMIT - Current calls logged to date equals call allowance
• EXCEEDED - Exceeded call volume limit during term
Figure 1.1 - Call Limit tracking table example
Service Requests Month 1 Month 2 Month 3
0 BELOW BELOW BELOW
1 BELOW BELOW BELOW
2 TARGET BELOW BELOW
3 ABOVE BELOW BELOW
4 ABOVE TARGET BELOW
5 ABOVE ABOVE BELOW
6 LIMIT LIMIT LIMIT
7+ EXCEEDED EXCEEDED EXCEEDED
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KODAK Partner Place Reviewing and Managing Service Call Limits
Figure 1.2 - Service My Products view > Product Identifier Details > Entitlement > CALL LIMIT (Certain fields hidden for privacy)
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For further information please contact your Account Management Representative:
1-800-3KODAK9 (356-3259) - Option # 4
June 2019
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