Service Service Ticket Overview Labor
Labor Form Definitions (page 2)
Labor Hours Calculation
The number of billable Labor Hours displayed on the Labor form is determined first by the number of hours the Technician spent on site; Departure Time minus the Arrival time.
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
(Total on-site hours 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. If the arrival 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 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.