Client contracts are used to track a specific agreement you have with a customer in regards to the service you provide them. For example, how much you charge the customer per period and what service level agreement (SLA) you work to on that customer's tickets.
Head to Configuration > Contracts, in here you can designate:
The contract charge description
The relationships between assets and the associated contracts
The 'Calculate Contract value using Assets' option allows you to set the value of the contract to the total value of assets on the contract. This can be helpful if your contract values vary from month to month, depending on the assets in use by the client.
The 'Next Contract Reference' allows you to set the starting point for the auto-generated contract references (you'll see a 'Generate' button when adding a new contract). For example, this coudl be set to 'ABC 1' and the next reference would auto-generate as 'ABC 1', then 'ABC 2', etc.
The expiry alarm period. Setting this above zero will trigger a contract expiry alarm to be sent to any agents that have a notification of event 'Contract Expiry Alarm', configured in the notifications configuration area.
The PDF template for use with contracts. Check our PDF template guide for more information.
You can also import for your clients or suppliers. Clicking either import button will open up the import screen.
Viewing/Editing a Client's Contracts
Navigate to the Client/Customer area.
Find the customer whose contracts you wish to view and click on their name.
Click on the "Contracts" Tab.
Here you will find a list of all the contracts against that client.
Click into any one to view the details or click new to add a new one.
Editing/Creating a Contract
Ensure the client is correct.
Fill in the details on this first screen which adhere to your agreement with that customer.
N.B. Hours per Period: This is the number of billable hours that are included in the contract for tickets with this contract assigned to them.
SLA Setting: When this contract is applied to a ticket it will change the SLA to the one listed here. Leaving it empty ensures the usual system SLA rules apply.
Billing tab - Set in here the cost to you and the charge to the customer per period.
Set up the cost/charge and payment method.
Add in the accounts code (this is relevant to your accounting structure, for example when using a billing integration).
Adjust the invoicing options to your preference.
Add any overriding charge rates.
Adding Assets to a Contract
This may be necessary if the value of your contracts is tied to the assets linked to it.
This is set in the contracts settings in configuration.
Enter the contract you require.
Navigate to the assets Tab.
Click edit in the top left of the inner window.
Click ⊕ on "Assets Included".
Find the assets to add and select them.
Click "Confirm Selection".
This tab shows the billing history for the contract. This includes data on every period billed, alongside the hours used and remaining for each period also.
Generating a contract PDF
At the top of a contract screen, you will see the button to Generate PDF. This allows you to print and distribute the contract in a document-friendly format. You can also use custom PDF templates when printing contracts. See our PDF template guide for more information.