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Service agreements and maintenance contracts

Pro and Enterprise feature

Service agreements are available on the Pro and Enterprise plans. On Pro, an agreement covers a customer or one of their sites, with labor-only or inspection-only coverage, and its fee can be billed. Agreements tied to individual equipment and coverage that includes parts need the Enterprise plan, because they build on asset management and inventory. Compare plans to find the right fit for your business.

A service agreement — you may call it a maintenance contract, a service contract or a membership plan — is the arrangement you sold a customer: a coverage period, a promise about how fast you respond, a fee, and the work it covers. In FSM Navigator® it is one record that governs every job it reaches, so nobody has to remember which customer is on which terms.

What an agreement decides

It decides How
Which work it covers You tick the item types the agreement waives. Coverage and covered items
How fast you promised to respond Response and resolution hours. Contract SLAs
How its fee is handled Recorded on the agreement, and marked as billed here, billed elsewhere, or no charge. Agreement fee billing
When it ends and who gets warned An end date, plus a per-agreement reminder. Renewal reminders

How wide an agreement reaches

An agreement is written at one of three widths, and a job is always governed by the narrowest one that reaches it:

Width How you set it When it governs a job
Equipment (Enterprise plan) Attach assets on the agreement's Assets panel The job is for one of those assets
Site Set Customer, then Site The job is at that address
Customer Set Customer, leave Site empty The job is for that customer, at any of their sites

So a customer with a blanket agreement and one building on richer terms needs two agreements: the customer-wide one, and a site one for that building. Work at that building follows the site agreement; work anywhere else follows the customer one. A single piece of equipment under its own agreement overrides both.

Where to find them

Agreements live in two places, and both show the same records:

  • Service Contracts in the side menu — every agreement you hold. This is where you add, edit and renew them.
  • Customer details → Contracts — the agreements for one customer, with their documents.

Reading the agreement list

The list tells you three separate things about every agreement, in three separate columns, because they answer different questions and they often disagree.

Column What it answers
Lifecycle What the calendar says right now — Scheduled (it has not started), Active, Expiring Soon (it ends inside its own reminder window), Expired, Cancelled
Billing Who invoices the fee. Agreement fee billing
Status Whether you have the agreement switched on or paused

An agreement that ended last month but is still switched on reads Active under Status and Expired under Lifecycle. That is the pair worth looking for: it means the record is still live in your system while the coverage it promises has run out. Either renew it — Renewing an agreement — or switch it off.

Expiring Soon uses each agreement's own reminder lead time, not a fixed number of days, so an agreement you asked to be warned about 90 days ahead starts showing it 90 days ahead. See Renewal reminders.

You can narrow the list by lifecycle and by who bills the fee, alongside the existing coverage and status filters. Filtering to Expiring Soon is the quickest way to see everything that needs a renewal decision.

What happens on a job

When you raise an invoice for a job an agreement reaches, FSM Navigator works out whether the agreement covers it, pre-ticks the coverage box, and names the agreement beside it. A covered line keeps its real hours and quantities and drops to zero charge.

You always get the final say

The system fills in the answer; it does not force it. You can untick coverage and bill anyway — out-of-scope work and goodwill calls are real, and the person raising the invoice knows the job better than a rule does.

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