Level of service

You can set up different Levels of Service for your business by first defining Levels of Service at the hub level and then configuring notification times and schedules for Levels of Service at the node level.

Sterling™ Order Management System provides the regular Level of Service by default. For example, to set up Levels of Service for a business with regular and premium service, first define the premium Level of Service at the hub level and then configure a 10-hour minimum notification time for regular orders and a 5-hour minimum notification time for premium orders.

Level of Service can be specified at the order header and order line levels. If a Level of Service is requested at a node where Levels of Service are not configured, the notification time of the item and the notification time of the node and schedule are used; however, if Level of Service is configured at the node, only the notification time and schedule of the Level of Service at the node are used.

Sterling Order Management System searches the order header/line to determine notification schedules, based on the Level of Service on the order, and then uses the specified notification schedule to calculate the expected ship date. Order lines with different Levels of Service are never part of the same release and bundled items always have the same Level of Service.

Level of Service can also be specified for delivered and provided services. For example, a customer may request a Level of Service for a delivery/installation. In this case, the minimum notification time for the premium service would be less than the minimum notification time for the regular service, so the appointment would be sooner. Sterling Order Management System ensures the same Level of Service is assigned to all lines of the work order (product and delivery).