📍 Where can I find this module?
Main menu > Support
Introduction #
The Service Contracts module allows you to manage the service level agreements (SLAs) you have established with your customers. A service contract defines the duration, the number of hours or support incidents included, and the terms of support. It can be accessed via Customer Support > Service Contracts.
1. Create a service contract #
Click on Add Service Contract from the module list.
Key information:
- Subject: Contract Name (required)
- Customer account: the customer covered by the contract
- Start Date and End Date: the validity period
- Status: the status of the contract (active, expired, etc.)
- Tracking units: the contract's unit of measurement (hours, incidents, etc.)
- Total units: the total volume specified in the contract
- Units used: volume already consumed
2. Tracking usage #
The service contract automatically tracks unit usage through the associated tickets. This allows you to:
- View remaining data before renewal
- Notify when the contract is nearing its end or its quota
Good to know: Tickets associated with a service contract automatically deduct the hours used from the contract's quota.
3. Related items #
Once record contract has record , you can view:
- Tickets: Support tickets covered by this contract
- Documents: attached contractual documents
4. Frequently Asked Questions #
How can I tell if a contract is about to expire?
Compare the fields Units used and Total units. You can also set up a workflow to send an alert when consumption reaches a certain percentage.
Can a ticket be linked to multiple contracts?
No, a ticket is linked to only one service contract. If a customer has multiple contracts, select the applicable one when creating the ticket.