Customer Support Reactivity Level (days)

Use this parameter to set the maximum resolution time that will be applied by default to the following requests:

• Service requests not covered by a service contract
• Requests covered by a contract, but not associated with any specific quality constraint.

By default, this time is set to 7 days.

Level of localization/Global variable

This parameter is defined at the level Folder. It belongs to Chapter HDK (Customer Support) and the Group SRE (Service request rules), The following parameters are also associated with this chapter and group :

• DEFHDTTYP (Type of consumption / default)
• PITCOVFLG (Priority points/partial cover)
• SREASSDEF (Default request assignment)
• SREASSDET (Default request assignment)
• SREDEFCOV (Automatic cover)
• SRENUMAUT (Automatic customer chrono)
• SRETSIOBY (Request stat grp mandatory)

No global variable is associated with it.

Functions impacted

The following functions are associated with this parameter :

  Customer relation > Customer support > Service requests