Service Contracts and iSupport Implementation

Initial discovery questions: Company background information What is the oracle version being used and listing of all modules used. What are the high level need to implement these modules Are there any pain-points that you want to relieve? Are there any system(s) in place right now to deal with service contracts? What are the number of SKUs that are sold? What are the number of SKUs that are eligible for some kind of service contracts? How many oracle users you have that would potentially use the service contracts module? How many sites you have that could potentially use the service contracts module? What kinds of service/repairs are offered right now? How many different kinds of support services offered? What is the broad variety of service contracts offered? Warranties Subscriptions How are the costs collected right now for the in-warranty and out of warranty repairs How are the customers invoiced for the repair charges (for example, out of warranty repairs) Are you using Oracle Installed base and Oracle Depot repair modules? Do you have any collaborative support platform where the customers can login and check the status of the service requests and/or access the knowledge base?