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Contract SLAs

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.

Most agreements are sold on a promise about speed, not just about price. A gold-tier customer gets someone on site in four hours; everyone else gets next business day. FSM Navigator® lets you record that promise on the agreement so it travels with the work.

Response and resolution time

Field What it records
Response time How many hours you have to respond, in whole hours
Resolution time How many hours you have to finish, in whole hours

Both are optional and both are whole hours. Leave them empty for an agreement sold on coverage alone.

Write down what you actually sold

These fields are worth filling in even on agreements where the commitment is generous. An agreement with no times recorded looks identical to one you never agreed times on, and the difference matters the first time a customer quotes their contract back at you.

How this relates to your normal SLA settings

Your company has its own default SLA, and customers can have their own. A service agreement is a third layer, and it is the specific one: it belongs to a particular arrangement with a particular customer, over a particular period.

The agreement has to reach the job

Contract SLA comes from the agreement that governs the job — the narrowest one that reaches it. If no agreement reaches it, nothing on this page applies and your normal SLA rules do. See how wide an agreement reaches.