Contracts in SolMan

I read the below documentation from help.sap
The support message arrives in your Service Desk.
                            a.      The system assigns the support message to the appropriate support level automatically, e.g. by SAP component, priority or support message category.
                            b.      The system determines the associated business partners, e.g. customer, key user or support team, automatically.
                            c.      The system creates a service process in the SAP Solution Manager.
                            d.      If the customizing is set appropriately, the system checks whether there are existing contracts for this installation and customer. Such a contract can, for example, contain a Service Level Agreement (SLA), in which the customer has been guaranteed certain services, for example maximum response times.
If a contract is found, choose the relevant contract item, e.g. Support, Consulting or Development.
Can some one explain me Point d, what is the "contracts"? what is the "contract item"? where it can be defined?

Hello,
There is a guide to configure contracts in http://service.sap.com/solutionmanager -> SAP Solution Manager for partners -> Information for service providers -> setup documents -> Advanced Quick Guide for VARs Service Desk (Jan 2010) . The direct link is http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000089947&_OBJECT=011000358700000122472008E
The contracts are CRM based, and based on the contract an SLA is determined. You can find more about contracts in the IMG for the CRM part of Solution Manager:
-> Customer Relationship Management
-> Transactions
  -> Settings for Contracts
I hope this information helps.
Best regards,
Miguel Ariñ

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