You must have Admin Level - SuperUser or Service Hours Admin access to set up service hours.
Click Business Tools > Service Hours Admin in the side menu.
Click the Service Hours System Setup tab.
Select the first month of the fiscal year for service hours.
Enter the service hours obligation per account.
Enter the service hours charge based on the shortfall of hours worked.
Select the chart of accounts used for the service hours charge.
Select the Service Hours Administrator.
This person can be at any admin level, including Not an admin.
Click Save Changes.