The Service Agreements feature automates recurring service operations by generating jobs and invoices based on predefined schedules, locations, and asset groups.
Note: You must have Admin permissions to manage access to Service Agreements.
Access to this feature may be limited based on your Organization's settings. Please contact your Admin if you require access to this feature.
Key Capabilities
With Service Agreements, you can:
Create reusable Service Plans for streamlined contract setup
Support multiple locations and assets per customer
Generate jobs automatically tied to active agreements
Configure customizable settings, including:
Start/end dates
Billing frequency
Work schedules
Pricing rules and discounts
Accessing Service Agreements
To access Service Agreements, please follow the instructions below.
From the Customers tab, locate the customer (scroll through the list or use the Search field).
Click the link under Display Name for the customer.
The customer’s profile appears with the General section expanded.
Click Collapse All, then scroll to Service Agreements.
Active Service Agreements are displayed. The number of active agreements for the customer is listed for quick ingestion.
You can:
- View expired agreements by checking the checkbox next to "View expired agreements."
- Use the search field to locate an agreement by name or address.
- Add a service agreement by clicking + Add service agreement.
Note: If there are no agreements, you will see a message that says "There are no service agreements created."
Creating a Service Agreement
Please use the instructions below to create a Service Agreement.
From the Service Agreements section of the customer's profile, click + Add service agreement.
The Create Service Agreement form appears.
Complete the form by entering/selecting data (fields marked with * represent required fields) in the following sections:
Note: While you are completing the form, a draft is automatically created. You will see a banner stating: “Your progress is saved automatically as a draft.” Drafts are included in your list with a Draft badge, and you can remove any you no longer need.
Once you have saved your agreement, any additional updates will require you to click Save to ensure the updates remain.
Details: Name, Service plan, Status (auto-fill to Draft upon Service Plan selection), Agreement number, Sales representative, Agreement Length (auto-fill upon Service Plan selection), Description
Locations & Assets: Add applicable locations and assets, then click Save.
Note: At least one (1) location must be added.
Billing (Amount of the Service Agreement): Payment type (Recurring or One-Time), Start date, End date (auto-fill upon Service Plan & Start date selection), Payment method, Total price (auto-fill upon Service Plan selection), Invoice amount (auto-fill upon Service Plan selection)
Note: The Billing section is for the amount of the Service Agreement, not the amount of a Work Order.
Invoices: This section does not require any entry input at creation. This section will house invoices/work orders that are automatically generated upon billing starting if Auto-Charge is enabled. If auto-charge is disabled, invoices must be added manually.
Jobs: Any jobs associated with the agreement will be listed here; however, you can add jobs ad-hoc by clicking + Add Job and completing the subsequent prompts.
Click Save.
The Service Agreement is saved and added to the Service Agreement section of the customer's profile.
Editing Service Agreements
Please use the instructions below to edit a Service Agreement.
From the Service Agreements section of the customer's profile, locate the Service Agreement you would like to edit by scrolling through the listed tiles or using the Search field by name or address.
Click Edit.
The Service Agreement form appears.
Make your applicable changes to the Service Agreement.
Note: Within the Billing section, you can only edit the payment method.
Click Save.
Your edits to the Service Agreement are saved.
Note: If you click Cancel, a message appears to ask you to confirm you'd like to discard your changes.
Deleting a Service Agreement
Please use the instructions below to delete a Service Agreement.
From the Service Agreements section of the customer's profile, locate the Service Agreement you would like to delete by scrolling through the listed tiles or using the Search field by name or address.
Click Edit.
The Service Agreement form appears.
Click Remove.
A pop-up appears asking you to confirm that you would like to remove the Service Agreement.
Provide your confirmation.
A success (or error) message appears at the bottom of the screen.
Viewing Service Agreement Audit Logs
Please use the instructions below to delete a Service Agreement.
From the Service Agreements section of the customer's profile, locate the Service Agreement you would like to delete by scrolling through the listed tiles or using the Search field by name or address.
Click the Overflow icon.
Click the Audit History option.
A timeline of updates to the Service Agreement appears, showing timestamps of changes with corresponding user attribution, affected fields, and the before-and-after values.
Linking Service Agreements to Work Orders or Estimates
When creating a Work Order or Estimate, you'll find a Service Agreement dropdown under the Customer Information section. Only active agreements will be available for selection—expired agreements will appear grayed out and cannot be selected.
Once you choose an active agreement, any linked assets will automatically appear below.
If you change the customer, location, or asset, the selected Service Agreement will be cleared. You’ll need to reselect the appropriate agreement to ensure it matches the updated details.