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1. Choose Cards > Service Management > Service Manager.
2. Select a customer and zoom on Customer ID field.
3. Choose the Master Contract button.
4. Enter the master contract escalation information. Your entries in the Escalation Frequency, Escalation Notification Days, and Escalation Date fields roll down to all maintenance contracts covered by the master contract. The Escalation Frequency and Escalation Date fields cannot be changed at the maintenance contract level. If you make changes to the Escalation Frequency, Escalation Notification, or Escalation Date fields in the Master Contract window, you receive a message warning you that the changes overwrite the existing maintenance contract information. You can choose to proceed or you can cancel. Marking the check box checkbox to automatically escalate the master contract will roll down to the maintenance contracts assigned to the master contract. This option can still be changed at the individual maintenance contract level. The setup of escalation indexes and escalation details is the same as described for maintenance contracts.
5. Choose Escalation.

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If a master contract has an assigned maintenance contract that had a red circle next to an escalation index in the Maintenance Contract Escalation window, there will also be a red circle next to the escalation index in the Master Contract Escalation window.

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Committing master contract escalation

When you commit escalation for a master contract, the system checks the validity of all assigned maintenance contracts.

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