ServiceOffering Object

Root Connection

All ServiceOffering objects of an account are accessible by a query on the root connection serviceOfferings. Such a query will return a ServiceOfferingConnection!, which contains the ServiceOffering objects in its nodes field.

serviceOfferings (ServiceOfferingConnection!)

Root connection for retrieving ServiceOffering records.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
filter ServiceOfferingFilter

Filter to determine which ServiceOffering records are returned.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
order [ServiceOfferingOrder!]

Order of the ServiceOffering records returned.
view ServiceOfferingView

View name.

The default value is current_account.

Fields

The fields in this section list which values can be retrieved when querying ServiceOffering records.

account (Account)

The account this record belongs to.

availability (Decimal)

The duration, expressed as percentage of the total number of service hours, during which the service is to be available to customers with an active SLA that is based on the service offering.

chargeTypeCase (ServiceOfferingChargeType)

Defines how a Case must be charged: as a Fixed Price or in Time and Materials.

chargeTypeHigh (ServiceOfferingChargeType)

Defines how a high incident must be charged: as a Fixed Price or in Time and Materials.

chargeTypeLow (ServiceOfferingChargeType)

Defines how a low incident must be charged: as a Fixed Price or in Time and Materials.

chargeTypeMedium (ServiceOfferingChargeType)

Defines how a medium incident must be charged: as a Fixed Price or in Time and Materials.

chargeTypeRfc (ServiceOfferingChargeType)

Defines how a RFC must be charged: as a Fixed Price or in Time and Materials.

chargeTypeRfi (ServiceOfferingChargeType)

Defines how a RFI must be charged: as a Fixed Price or in Time and Materials.

chargeTypeTop (ServiceOfferingChargeType)

Defines how a top incident must be charged: as a Fixed Price or in Time and Materials.

charges (String)

The amount that the service provider will charge the customer for the delivery of the service per charge driver, per charge term.

continuity (String)

The continuity measures for the service offering.

createdAt (ISO8601Timestamp)

The date and time at which the record was created.

defaultEffortClass (EffortClass)

The effort class that is selected by default, when someone registers time on a request with an active affected SLA based on the service offering.

id (ID!)

Unique identifier of the record.

limitations (String)

The limitations that apply to the service level agreements that are based on the service offering.

name (String)

The name of the service offering.

penalties (String)

Used to specify what the penalties will be for the service provider organization if a service level target has been breached.

performance (String)

Used to describe the transaction(s) and the maximum time these transaction(s) can take to complete.

prerequisites (String)

Used to specify which requirements need to be met by the customer in order for the customer to be able to benefit from the service. The service provider cannot be held accountable for breaches of the service level targets caused by a failure of the customer to meet one or more of these prerequisites.

rateCase (MonetaryAmount)

Defines the fixed price rate for a Case.

rateCaseCurrency (Currency)

Defines the currency for the fixed price rate of a Case.

rateHigh (MonetaryAmount)

Defines the fixed price rate for a high incident.

rateHighCurrency (Currency)

Defines the currency for the fixed price rate of a high incident.

rateLow (MonetaryAmount)

Defines the fixed price rate for a low incident.

rateLowCurrency (Currency)

Defines the currency for the fixed price rate of a low incident.

rateMedium (MonetaryAmount)

Defines the fixed price rate for a medium incident.

rateMediumCurrency (Currency)

Defines the currency for the fixed price rate of a medium incident.

rateRfc (MonetaryAmount)

Defines the fixed price rate for a RFC.

rateRfcCurrency (Currency)

Defines the currency for the fixed price rate of a RFC.

rateRfi (MonetaryAmount)

Defines the fixed price rate for a RFI.

rateRfiCurrency (Currency)

Defines the currency for the fixed price rate of a RFI.

rateTop (MonetaryAmount)

Defines the fixed price rate for a top incident.

rateTopCurrency (Currency)

Defines the currency for the fixed price rate of a top incident.

recoveryPointObjective (Int)

The Recovery Point Objective (RPO) is the maximum targeted duration in minutes in which data (transactions) might be lost from an IT service due to a major incident.

recoveryTimeObjective (Int)

The Recovery Time Objective (RTO) is the maximum targeted duration in minutes in which a business process must be restored after a disaster (or disruption) in order to avoid unacceptable consequences associated with a break in business continuity.

reliability (String)

Used to specify the maximum number of times per month that the service may become unavailable to customers with an active SLA that is based on the service offering.

reportFrequency (ServiceOfferingReportFrequency)

Used to specify how often the representative of a customer of an active SLA that is based on the service offering will receive a report comparing the service level targets specified in the service offering with the actual level of service provided.

resolutionTargetCase (Int)

The number of minutes within which a request with the category "Case" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetCaseInDays (Int)

The number of business days within which a request with the category "Case" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetHigh (Int)

The number of minutes within which a request with the impact value "High — Service Degraded for Several Users" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetHighInDays (Int)

The number of business days within which a request with the impact value "High — Service Degraded for Several Users" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetLow (Int)

The number of minutes within which a request with the impact value "Low — Service Degraded for One User" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetLowInDays (Int)

The number of business days within which a request with the impact value "Low — Service Degraded for One User" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetMedium (Int)

The number of minutes within which a request with the impact value "Medium — Service Down for One User" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetMediumInDays (Int)

The number of business days within which a request with the impact value "Medium — Service Down for One User" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetRfc (Int)

The number of minutes within which a request with the category "RFC — Request for Change" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetRfcInDays (Int)

The number of business days within which a request with the category "RFC — Request for Change" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetRfi (Int)

The number of minutes within which a request with the category "RFI — Request for Information" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetRfiInDays (Int)

The number of business days within which a request with the category "RFI — Request for Information" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetTop (Int)

The number of minutes within which a request with the impact value "Top — Service Down for Several Users" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionTargetTopInDays (Int)

The number of business days within which a request with the impact value "Top — Service Down for Several Users" is to be resolved when it affects an active SLA that is based on the service offering.

resolutionsWithinTarget (Int)

The minimum percentage of incidents that is to be resolved before their resolution target.

responseTargetCase (Int)

The number of minutes within which a response needs to have been provided for a request with the category "Case" when it affects an active SLA that is based on the service offering.

responseTargetCaseInDays (Int)

The number of business days within which a response needs to have been provided for a request with the category "Case" when it affects an active SLA that is based on the service offering.

responseTargetHigh (Int)

The number of minutes within which a response needs to have been provided for a request with the impact "High — Service Degraded for Several Users" when it affects an active SLA that is based on the service offering.

responseTargetHighInDays (Int)

The number of business days within which a response needs to have been provided for a request with the impact "High — Service Degraded for Several Users" when it affects an active SLA that is based on the service offering.

responseTargetLow (Int)

The number of minutes within which a response needs to have been provided for a request with the impact "Low — Service Degraded for One User" when it affects an active SLA that is based on the service offering.

responseTargetLowInDays (Int)

The number of business days within which a response needs to have been provided for a request with the impact "Low — Service Degraded for One User" when it affects an active SLA that is based on the service offering.

responseTargetMedium (Int)

The number of minutes within which a response needs to have been provided for a request with the impact "Medium — Service Down for One User" when it affects an active SLA that is based on the service offering.

responseTargetMediumInDays (Int)

The number of business days within which a response needs to have been provided for a request with the impact "Medium — Service Down for One User" when it affects an active SLA that is based on the service offering.

responseTargetRfc (Int)

The number of minutes within which a response needs to have been provided for a request with the category "RFC — Request for Change" when it affects an active SLA that is based on the service offering.

responseTargetRfcInDays (Int)

The number of business days within which a response needs to have been provided for a request with the category "RFC — Request for Change" when it affects an active SLA that is based on the service offering.

responseTargetRfi (Int)

The number of minutes within which a response needs to have been provided for a request with the category "RFI — Request for Information" when it affects an active SLA that is based on the service offering.

responseTargetRfiInDays (Int)

The number of business days within which a response needs to have been provided for a request with the category "RFI — Request for Information" when it affects an active SLA that is based on the service offering.

responseTargetTop (Int)

The number of minutes within which a response needs to have been provided for a request with the impact "Top — Service Down for Several Users" when it affects an active SLA that is based on the service offering.

responseTargetTopInDays (Int)

The number of business days within which a response needs to have been provided for a request with the impact "Top — Service Down for Several Users" when it affects an active SLA that is based on the service offering.

responsesWithinTarget (Int)

The minimum percentage of incidents that is to be responded to before their response target.

reviewFrequency (ServiceOfferingReviewFrequency)

How often an active SLA that is based on the service offering will be reviewed with the representative of its customer.

service (Service)

The service for which the service offering is being prepared.

serviceHours (Calendar)

Calendar that defines the hours during which the service is supposed to be available.

slaNotificationSchemeHigh (SlaNotificationScheme)

The SLA notification scheme for a request with the impact "High — Service Degraded for Several Users" when it affects an active SLA that is based on the service offering.

slaNotificationSchemeLow (SlaNotificationScheme)

The SLA notification scheme for a request with the impact "Low — Service Degraded for One User" when it affects an active SLA that is based on the service offering.

slaNotificationSchemeMedium (SlaNotificationScheme)

The SLA notification scheme for a request with the impact "Medium — Service Down for One User" when it affects an active SLA that is based on the service offering.

slaNotificationSchemeTop (SlaNotificationScheme)

The SLA notification scheme for a request with the impact "Top — Service Down for Several Users" when it affects an active SLA that is based on the service offering.

source (String)

An identifier for the client application submitting the resource or the name of an external system.

sourceID (String)

The unique identifier of the resource in an external system.

status (ServiceOfferingStatus)

The current status of the service offering.

summary (String)

A high-level description of the differentiators between this service offering and other service offerings that have already been, or could be, prepared for the same service.

supportHoursCase (Calendar)

The calendar that defines the support hours for a request with the category "Case" when it affects an active SLA that is based on the service offering.

supportHoursHigh (Calendar)

The calendar that defines the support hours for a request with the impact "High — Service Degraded for Several Users" when it affects an active SLA that is based on the service offering.

supportHoursLow (Calendar)

The calendar that defines the support hours for a request with the impact "Low — Service Degraded for One User" when it affects an active SLA that is based on the service offering.

supportHoursMedium (Calendar)

The calendar that defines the support hours for a request with the impact "Medium — Service Down for One User" when it affects an active SLA that is based on the service offering.

supportHoursRfc (Calendar)

The calendar that defines the support hours for a request with the category "RFC — Request for Change" when it affects an active SLA that is based on the service offering.

supportHoursRfi (Calendar)

The calendar that defines the support hours for a request with the category "RFI — Request for Information" when it affects an active SLA that is based on the service offering.

supportHoursTop (Calendar)

The calendar that defines the support hours for a request with the impact "Top — Service Down for Several Users" when it affects an active SLA that is based on the service offering.

termination (String)

Used to describe the length of notice required for changing or terminating the service level agreement.

timeZone (TimeZone)

The time zone that applies to the selected service hours.

updatedAt (ISO8601Timestamp)

The date and time of the last update of the record. If the record has no updates it contains the createdAt value.

waitingForCustomerFollowUp (WaitingForCustomerFollowUp)

The waiting for customer follow-up for a request when it remains in status waiting for customer and has an active SLA that is based on this service offering. Only enabled waiting for customer follow-ups that are linked to the same account as the service offering can be selected.

Connections

The connection fields in this section allow (paged) access to objects related to a specific ServiceOffering record. The actual objects will be in the nodes field of the connection.

chargesAttachments (AttachmentConnection)

Inline images linked to the Charges field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
continuityAttachments (AttachmentConnection)

Inline images linked to the Continuity field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
effortClassRates (EffortClassRateConnection)

Effort class rates of the service offering.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
effortClasses (EffortClassConnection)

Effort classes of the service offering.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
limitationsAttachments (AttachmentConnection)

Inline images linked to the Limitations field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
penaltiesAttachments (AttachmentConnection)

Inline images linked to the Penalties field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
performanceAttachments (AttachmentConnection)

Inline images linked to the Performance field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
prerequisitesAttachments (AttachmentConnection)

Inline images linked to the Prerequisites field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
serviceLevelAgreements (ServiceLevelAgreementConnection)

Service level agreements of the service offering.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
shopArticles (ShopArticleConnection)

Shop articles related to the service offering.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
standardServiceRequests (StandardServiceRequestConnection)

Standard service requests of the service offering.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
summaryAttachments (AttachmentConnection)

Files and inline images linked to the Summary field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.
terminationAttachments (AttachmentConnection)

Inline images linked to the Termination field.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.
before String

Returns the elements in the list that come before the specified cursor.
first Int

Returns the first n elements from the list.
last Int

Returns the last n elements from the list.

Implements

ServiceOffering implements the following interfaces. This means that fragments defined on these interfaces may be used in queries returning a ServiceOffering.