The resolution deadline for a service call is calculated based on the resolution time specified in the service level agreement (SLA) and the coverage hours defined in the associated service contract. The "coverage" specifies the days and times during which service is provided (e.g., Monday-Friday, 8:00 AM to 5:00 PM). When a service call is created outside these hours, the resolution time clock does not start until the next coverage period begins. In this scenario, the call was created at midnight, but the 8-hour resolution clock likely started at the beginning of the coverage period (e.g., 4:00 AM), resulting in a noon deadline.

A. The equipment card contains a different resolution time.

The service contract's SLA is the governing document for service times, not the item's equipment card. The contract defines the agreed-upon service levels.

B. The time period for resolution begins once a technician is assigned.

The resolution clock starts when the service call is created, not upon technician assignment. The time taken to assign a technician is part of the total resolution time.

D. The response time from the contract is added to the resolution time.

Response time and resolution time are distinct, parallel SLA metrics. The resolution deadline is calculated from the resolution time alone, not by adding the response time to it.

1. SAP Business One 10.0 Documentation

SAP Help Portal: In the section on Service Contracts

the "Coverage" tab is detailed. It states: "Specify the days and times that the service contract covers. The resolution time for a service call is calculated according to the coverage specified here." This confirms that non-coverage hours pause the SLA clock. (Path: SAP Help Portal -> SAP Business One -> Modules -> Service -> Service Contract -> Service Contract

Coverage Tab).

2. SAP Business One to Go

(TB1200 Courseware)

Unit 7: Service: The course explains that service contracts include SLAs with defined response and resolution times. It further details that coverage settings (working hours and days) are used to determine the due date for resolution

meaning the clock only runs during the specified coverage times. This directly supports the correct answer. (Refer to TB1200ENCol10

Unit 7

Lesson 2: Service Contracts).