This guide covers reviewing and activating an Operations service contract and understanding its coverage and credits.
Before you start
- You need the operations service-contracts permission to manage contracts.
- Service contracts are provisioned automatically from a signed CRM support agreement, so you review and activate rather than create from scratch.
- Any SLA policy or covered services you attach must belong to your organisation.
Steps
- Go to Operations → Service contracts. Contracts pending review are listed first.
- Open a pending-review contract and set its terms:
- Title — optional label.
- SLA policy — optional; must belong to your organisation.
- Coverage model — one of Covered retainer, Included hours or Overage.
- Included minutes and Included incidents — the allowance the contract can draw down.
- Retainer amount and Currency — optional.
- Labour rate type and Labour rate code — optional pricing references.
- Effective from and Effective to — optional dates.
- Covered services — optional list of services this contract covers.
[screenshot: the service-contract review form]
- Choose Activate to move the contract from Pending review to Active. An included-hours contract must carry a positive included-minute allowance. Activation is blocked if it would conflict with another active contract for the same customer.
- On an active contract, review the drawdown (used against included minutes and incidents, with remaining minutes shown), the SLA credits applied, and the linked CRM account and contract.
- Choose Cancel to stop a contract governing new tickets.
[screenshot: an active contract showing drawdown and credits]
Result
An activated contract governs its customer’s tickets, drawing down its allowance and recording any SLA credits. Its status runs through pending review, active, expired or cancelled.