plan the work
What this customer is entitled to.
Service agreements, entitlements and renewal dates held against the customer and the sites they cover.
what it does
What Contract Management does
Whether a visit is chargeable, covered, or a breach of an agreed response time is a question the person taking the call should not have to guess at.
Contracts sit against the customer and the specific sites and assets they cover, so entitlement is visible at the point work is raised rather than discovered at invoicing.
Renewal dates stop being something that lives in one person’s calendar.
- Agreements held against customers, sites and assets
- Entitlement visible when work is raised
- Renewal dates tracked rather than remembered
- Connects to what is billable at close
how it works
Four steps, and none of them are magic.
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define
Write down what the customer is actually owed
Response times, covered assets and sites, included labour and parts, exclusions, and what happens outside the covered scope.
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attach
Entitlements sit on the customer and the asset
So they apply automatically rather than depending on whoever takes the call remembering that this site is on a four-hour response.
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enforce
Jobs are checked against the agreement
When work is raised, the contract determines the response clock, what is billable and what is included. Work outside the agreement is flagged before it is done, not discovered at invoicing.
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renew
Expiry stops being a surprise
Renewal dates, consumption against included hours, and profitability per agreement: visible while there is still time to renegotiate.
data and integration
What it reads, what it writes, what it sits beside.
Nothing here is a separate database. Contract Management works off the same work order, customer and asset records as everything else, which is the whole reason the modules are worth running together.
reads
Customer and site records, asset registers, job history and time booked against agreements.
writes
Response clocks onto work orders, billable and non-billable flags into Invoice & Payments, renewal tasks to account owners.
alongside
Your finance system for recurring billing.
questions we actually get
Before you ask us on the call.
Yes. One customer can hold several agreements with different response times and covered scopes, down to the individual asset.
Cost booked against the agreement (labour, parts, travel) is reported against what it bills. Agreements that consume more than they earn are visible before renewal, not after.
It is flagged as out of scope when raised, and can be quoted separately. Whether it is blocked or simply marked is your decision.
It produces the billable position; most operators pass that to their finance system rather than run invoicing twice.
elsewhere in the platform
Other capabilities
further reading