Service Service Ticket Overview Labor
Labor Form Definitions (continued)
Labor Hours Calculation
The number of billable Labor Hours displayed on the Labor form is determined by the number of hours the Technician has expended to the Service Ticket; this may or may not include travel time. The number of billable hours is determined by the labor calculation method assigned to the Service Level of the Service Ticket.
Next the application checks to see if the System is under warranty and whether the warranty covers labor charges.
· If the System is under warranty and labor is covered, no hours will appear on the billable Labor form.
· If the System is under warranty but labor is not covered by the warranty code for the System, the application will refer to the rules on the Service Level to determine how much labor to charge.
· If the System is out of warranty, the application will refer to the rules of the Service Level to determine how much labor to charge.
If labor is determined to be billable:
How Much Time is Billable
· If Service Level Labor Calculation Method is From Dispatch: total hours from dispatch time to departure time minus the Service Level "After First x Minutes" field value; rounded to the billing increment of the Service Level.
· If Service Level Labor Calculation Method is From Arrival: total hours from arrival time to departure time minus the Service Level "After First x Minutes" field value; rounded to the billing increment of the Service Level.
Which Labor Rate is Used
The application evaluates the date and time the Technician arrived on site or was dispatched. If the arrival or dispatch time is during the normal business hours for the Service Company assigned to the ticket, the Service Level Normal labor rate will be used. If the arrival or dispatch time is before or after the normal business hours for the Service Company assigned to the ticket, the Service Level Overtime labor rate will be used. If the arrival date occurred on a date listed in the Holiday setup table, the Service Level Holiday labor rate will be used.
Please refer to the next page for an example of labor automatically calculated on a Service Ticket.