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Underpinning Contract (UC)

Overview

An Underpinning Contract (UC) is a contract between an external provider and an internal end customer. Underpinning Contracts define the range and scope of the covered services.

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General

  • Organizational Unit, Cost Center, and Location: If you create a new configuration item, you can link it by the corresponding button to the respective organizational unit, cost center, and location. For existing configuration items, the ownership cannot be changed anymore.
  • Title: Title that is displayed on the corresponding search page in Matrix42 Workspace Management.
  • Contract Number: Number that identifies this contract in your company.
  • Status: Displays the current status of the contract and therefore maps the contract development.
  • Contract Responsible Person: Employee of your company who is responsible for this contract.
  • Fulfillment Responsible Role: Role in your company that is responsible for this contract.
  • Description: Detailed description of the contract, such as additional remarks about contents or conditions of the contract.
  • Journal: Comments about your activities that are related to this configuration item. You cannot change the journal entries after they are made.

Period

  • Valid From: Date on which the contractual agreement takes effect. Depending on the effective date, the status is automatically monitored by the system to map contract development.
  • Expiration Date: Date on which the contractual agreement expires. Depending on the expiration date, the status is automatically calculated by the system to map contract development.
  • Original Expiration Date: Original date on which the contractual agreement expires. 
  • Unlimited Validity: Select this option if this contract is valid for an indefinite time period.
  • Send E-mail when the Contract Expires: Select this option to get an email reminder from the system when the contract expires.
  • Mail Number of Days Before Expiration: The reminder is sent this number of days before the contract expires. If you enter 0, the reminder is sent on the day the contract expires.
  • Expiration Mail Recipient: Persons to which the expiration reminder should be sent.
  • Reminder Copy: Persons to which a copy of the reminder email should be sent.
  • Automatic Renewal: Select this option to renew the contract automatically.
  • Renewal Period: The contract is renewed by the entered time period.
  • Time Unit: Unit of time for renewal of the contract. 
  • Cancellation: Cancellation modalities for this contract.
    Example: 4 (= Cancellation Period) Weeks (= Time Unit) to the end of the quarter (= By).
    Other settings under Cancellation:
    • First Cancelation Date: First possible cancellation date.
    • Canceled by: Date on which the contract was canceled (status = Canceled).
    • Send Cancelation Mail: Select this option to have an email reminder sent when this contract can be canceled.
    • Mail Number of Days Before: The reminder is sent this number of days before the cancellation date.
    • Cancelation Mail Recipient: Persons to which the cancellation reminder should be sent.
    • Reminder Copy: Persons to which a copy of the reminder email should be sent.

Entitlement

  • Locations: Persons that are assigned to these locations are authorized to use this Underpinning Contract.
  • Organizational Units: Persons that are assigned to these locations are authorized to use this Underpinning Contract.
  • Users: Persons that are authorized to use this Underpinning Contract.
  • Note: If neither a location nor an organizational unit or user is selected, the Underpinning Contract is valid for all users of the company.

Asset Scope

  • Stock Keeping Units: All assets that correspond to these stock keeping units are covered by the Underpinning Contract.
  • Assets: Assets that are covered by the Underpinning Contract.

Categories

Categories that are covered by the Underpinning Contract.

Service Scope

  • Service Types: Services of these types are covered by the Underpinning Contract.
  • Services: Services that are covered by this Underpinning Contract.

Fulfillment

First Shot Rate: Ratio of total number of tickets to the number of tickets that were closed with the reason Directly Solved.

  • Acceptable Over Fulfillment (%): Maximum threshold above which the proportion is not supposed to rise.
  • FSR Bonus: Optional monetary compensation in case of over-compliance.
  • Target Fulfillment (%): Agreed target value for the proportion.
  • Acceptable Under Fulfillment (%): Minimum threshold below which the proportion is not supposed to fall.
  • FSR Penalty: Optional monetary deduction in case of under-compliance.

Reaction Rate: Ratio of total number of tickets to the number of tickets the reaction time of which has escalated.

  • Acceptable Over Fulfillment (%): Maximum threshold above which the proportion is not supposed to rise.
  • RR Bonus: Optional monetary compensation in case of over-compliance.
  • Target Fulfillment (%): Agreed target value for the proportion.
  • Acceptable Under Fulfillment (%): Minimum threshold below which the proportion is not supposed to fall.
  • RR Penalty: Optional monetary deduction in case of under-compliance.

Solution: Ratio of total number of tickets to the number of tickets the solution time of which has escalated.

  • Acceptable Over Fulfillment (%): Maximum threshold above which the proportion is not supposed to rise.
  • Sol Bonus: Optional monetary compensation in case of over-compliance.
  • Target Fulfillment (%): Agreed target value for the proportion.
  • Acceptable Under Fulfillment (%): Minimum threshold below which the proportion is not supposed to fall.
  • Sol Penalty: Optional monetary deduction in case of under-compliance.

Service Levels

Service Levels: Add the agreed ticket type, priority, service time profile, description, and reaction and solution times.

Availability

Target Availability

  • Availability (%): Target value for average availability of services.
  • Meantime Between Failures (MTBF) in Days: Target value for average time between service faults.
  • Meantime Between System Incidents (MTBSI) in Days: Target value for average incident-free time of services (time between two incidents).
  • Meantime to Restore Services (MTRS) in Days: Target value for average time that is needed to restore services (until a failed service is available again).

Capacity

  • Minimum User Number: Target value for the minimum required number of users of this service.
  • Maximum User Number: Target value for the maximum permitted number of users of this service.

Attachments

For this Underpinning Contract, copies of digital documents can be saved and later reopened.

Appointments

On the Appointments dialog page, you can manage all the Appointments that are related to this contract.

Notes

On the Notes dialog page, you can manage all the Notes and memos that are related to this contract.

Incidents

On the Incidents dialog page, you can manage all the Incidents that are handled under this Underpinning Contract.

Problems

On the Problems dialog page, you can manage all the Problems that are handled under this Underpinning Contract. Problems are derived from incidents if these cannot be solved immediately.

Changes

On the Changes dialog page, you can manage all the Service activities, such as solving a problem, that result in changes.

Tasks

On the Tasks dialog page, you can manage all the Tasks that were created in this context.

Actions

In the action pane, you can access the actions that are available for underpinning contracts.

  • Create Task: Create a task from an Underpinning Contract. The task is then automatically linked to this Underpinning Contract.
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