The Contract Manager gives you a digital place to store your agreements you have with your customers. It could be as simple as defining a start/end date for an antivirus subscription or as complex as a managed service contract with defined product discounts and service level agreements.
What it Does
- Allows you to create contracts that can be attached to SLAs
- Gives you a place to attach signed copies of agreements you might have
- Tracks start/end dates, notes, etc for your sales people
- Allows for defining an SLA to apply to a customer
- Allows for defining price overrides for any products/services you sell
- Add reminders, assign a technician, and send emails directly to client from contract
- Get notified when agreement is getting close to due date
- Can automatically stop recurring invoices at the end date if you attach them
What it Doesn't Do
- Electronic document signing (coming soon elsewhere)
Contract Training Video:
Table of Contents
To create a contract head over to Customer's tab, select "Customer's Module" and then select "Contract Manager"
Select the green "New Contract" button to start a new Customer Contract and you will then see the screen below. Customer name will auto-populate as you type. From there you will want to name the contract, give it an estimated, likelihood it will close, start and end date, the primary contact, and description. If there is an SLA agreement in place select the dropdown and select the agreement you would like to add.
Select the checkbox if you want the contract to apply to all newly created tickets for the customer. Leave it unchecked to prevent tickets from being under contract automatically. You'll be able to manually associate a ticket with a contract from the Ticket Detail page.
Then select the blue "create contract" button to complete the process.
You will then be brought to the screen below. You can add attachments, reminders, or send out an email via the box highlighted below.
You can also change the contract details at any point by clicking on the options within the white box underneath the "Contract" box or the blue "edit" button on the top right.
This will allow you to set special rates for customers on any items within your inventory, including labor.
Simply search for an item by typing the "product's name". The name and original price will auto-populate the fields. You can then change the price under "Contract Price(override)", from there click on "add override".
When you go to an invoice and add the line item to an invoice, it will automatically apply the discount!
Important Note: Once a contract rate is created it will override any manual changes made within the "Add/view charges" module. If you change or add a contract, only line items added after that change will be affected. Previously added line items would still be at the settings that were in effect when they were added.
What it Does
The 'SLA' module allows you to define and manage your promises to your customers. Each agreement you create can specify how long a ticket is allowed to go without a response, how long before it must be resolved, which tech should start with the ticket, and who the ticket should be escalated to if these promises are broken.
You may assign a Service Level Agreement you've created to an individual ticket or to a contract. If assigned to a contract, all tickets created under that contract will be defaulted to having that agreement. (You can edit the agreement to use if needed.)
Notifications about SLA breaches can be configured in the Notification Center.
What it Doesn't Do
A Service Level Agreement does not directly interact with the billing or invoicing system. We will not automatically apply a discount for your customers if the agreement is breached.
Service Level Agreements are specified in minutes, not hours or days. If you want to specify a longer time period (more than a few days), those should still be handled manually for now--but post in the feedback forum so we know how many people would like that!
Service Level Agreements may be managed from contracts page:
or from the administration page's side menu here:
When creating a new SLA, or editing an existing one, you'll get a form like this, for you to fill out with your agreement details:
SLAs may be assigned to contracts, to apply to all work for a customer, or to individual tickets. Breach of SLA (not providing an initial response in time or not resolving a ticket in time) can trigger notifications, configurable in the Notification Center.