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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Example Combination Client

Example Combination Client

In this lesson we will cover:

- An Example agreement set up for a customer who has a combination agreement


This is an example of a client that is billed in a different way, where some things are covered, and others are not.

Fig 1. Combination Billing Rules


In The Above Example The Client Has Two Billing Rules:

  • The first is a partial match rule on a category matching "Account Administration". For this rule the Billing Plan is set to "Don't Invoice" and therefore tells the system that time logged against tickets of this category are not billable, and are not part of a contract so won't contribute to the time on contracts.
  • The second billing rule is telling the system to put all "Remote Support" Time against the contract SP0002.

This can be useful if there are only 10 hours allowed for Remote Support per month before the customer is billed, and after the 10 hours on the contract is used then the customer will be billed PAYG based on the unmatched setting. If you wanted "backup" tickets to not interfere with this then you could set the Billing Rules up in that way as they are set to "Don't Invoice" which means the time won't go against the contract.


Note: It is important to note Billing Rules are read by the system in Sequence Order, so if the ticket doesn't match the first line, it will then attempt to match on the second line, if it doesn't match any plans it will go against the unmatched setting (In this situation unmatched was set to Pay as You Go as shown at the bottom of the Fig 1. image).

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