Support and maintenance contracts linked to tickets
For support and maintenance providers, the contract is the relationship. When contracts are linked to tickets, agreed SLAs apply automatically, every hour and visit is deducted from the balance, and you know before the customer when a contract is running out.
Contract types
Hours
Time logged on tickets is deducted.
Visits
A set number of field visits.
Full
Covered assets with SLA times.
Scheduled
Recurring visits created automatically.
What you get
Live balance
Updated with every ticket.
80% alert
Account manager and customer notified.
Overage report
Extra hours tracked separately.
Renewal list
Contracts expiring soon.
Contracts questions
What happens when a contract expires?
Agents see a warning on new tickets and the account manager is notified; you choose whether work continues as extra.
Can customers see their balance?
Yes, a contract summary can be shown to the customer admin in the portal.
Know every contract balance at any time
Contracts tied to actual work, not separate sheets.
- Import existing contracts
- Link SLAs and assets
- Usage and renewal alerts