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Service & AMC
For: Service desk, service engineers
Tickets with response and resolution deadlines, warranty claims against a serial number, and AMC contracts with their scheduled visits and renewals.
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Videos
Log a support ticket 0:48
The customer, the device, the priority, and deadlines set for you.
Transcript
Hi, I'm Zuzu. A customer reports a problem. Let's log it as a ticket, so it's fixed on time.
In Service and AMC, click New ticket.
Describe the problem, choose the customer, and the device by its serial number. Its warranty and AMC status come with it.
Set the priority.
Save. The service level agreement sets the response and resolution deadlines from the priority. Late tickets turn red on the Business overview.
That's it! Need a hand? Visit zenoziva.com
Warranty claim and service visit 0:52
A faulty device: under warranty, under AMC, or chargeable?
Transcript
Hi, I'm Zuzu. A device has failed at a customer's site. Let's log the claim, and send an engineer.
In Service and AMC, open Warranty claims, and click Add.
Choose the device by its serial number, and the customer. Then describe the fault.
The item, the warranty end date and the AMC end date fill in from the device. So you know at once whether the repair is free, or chargeable.
Save. Then click Maintenance Visit, for the engineer's report: what was done, and whether it's fixed.
That's it! Need a hand? Visit zenoziva.com
Set up an AMC contract 0:53
Who is covered, for what, and when each visit is due.
Transcript
Hi, I'm Zuzu. An AMC promises regular visits. Let's see how a contract and its visits are set up.
In Service and AMC, open AMC contracts. Here's one for a customer's CCTV system.
Each line says what's covered, from which date, how often, and how many visits a year. Here, quarterly, four visits.
The schedule lists every visit date, and the engineer for each. A visit is marked done when its report is submitted.
A new contract starts the same way: the customer, the AMC service, start and end dates, and how often. Generate Schedule makes the visit dates, then you submit it.
That's it! Need a hand? Visit zenoziva.com
AMC renewals due 0:43
Contracts ending soon are your next renewal calls.
Transcript
Hi, I'm Zuzu. An AMC that ends quietly is income lost. Here's how to see renewals coming.
In Service and AMC, open AMC renewals due.
It lists the contracts ending in the next sixty or ninety days: the customer, the end date, days left, what's covered, and the visits done. These are your renewal calls.
Open a contract to see its visit schedule. Each visit is marked done when the engineer's report is submitted.
That's it! Need a hand? Visit zenoziva.com
Step by step
1The Service & AMC menu#
Open tickets, tickets Resolved late (SLA missed), open warranty claims, New ticket, AMC contracts and AMC renewals due.
2A support ticket#
Customer, Device (serial no.), Priority and Issue Type. The service level agreement sets the response and resolution deadlines from the priority; the banner shows whether they were met. Close when the customer confirms.
3Warranty claim#
A hardware fault against a serial number: the item, its Warranty Expiry Date and AMC Expiry Date fill in from the device, and Warranty / AMC Status says at once whether the repair is under warranty, under AMC or chargeable.
4Service visit#
The engineer's visit report: what was done, on which device, and whether the problem is solved. Made from a warranty claim or an AMC contract.
5AMC contract#
Which services and devices are covered, from when, how often (Quarterly here, 4 visits) and by whom. The schedule lists every visit date; each visit is marked done as it happens.
6AMC renewals due#
Contracts ending in the next 60 or 90 days, with days left, what they cover and visits done: your renewal calls for the month.
