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Pausing and removing an agreement

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.

Agreements end in three different ways, and they are not interchangeable. Picking the right one keeps your history honest.

It reached its end date

Nothing to do. Past its end date the agreement stops governing jobs: coverage is no longer worked out from it, and its response times no longer apply.

The record stays on file with all its history, and every invoice it affected keeps exactly the figures it had. If the customer signs up again, renew it rather than editing the dates — that keeps the two terms distinct and linked.

You want it to stop applying now

Clear the Active tick box and save.

An inactive agreement stops governing jobs immediately, but stays on file with everything it ever covered. Use this when:

  • The customer cancelled mid-term.
  • The agreement was superseded by a new one that starts sooner than the old one ends.
  • You are pausing coverage during a dispute.

Inactive is the reversible one

Switching Active back on puts the agreement back in force, assuming it is still inside its dates. Nothing is lost while it is off.

You can filter the list by All Contracts / Active only / Inactive only to see what is genuinely in force versus what you are keeping for the record.

You want it to stop applying, and to say WHY

Open the agreement's State action and choose a lifecycle state.

State What it means When to use it
Governed by its dates The normal state. The agreement's start and end dates decide whether it applies. The default. Choose it to clear a Draft or Suspended state.
Draft The agreement has been written up but never issued. It covers nothing at all. You are preparing terms with a customer and have not agreed them yet.
Suspended Cover is paused. The agreement is not cancelled and you can lift the pause at any time. A payment dispute, a seasonal break, or a hold while terms are renegotiated.

While an agreement is Draft or Suspended it covers no work and no further billing periods are created for it. Clearing the state hands the agreement straight back to its own dates — nothing about the term is lost while it is paused.

Suspended and Inactive both pause cover — the difference is what you are recording

Clearing the Active tick box is the general-purpose off switch. Suspended says something more specific: this agreement is deliberately on hold and we intend to resume it. Use Suspended when a colleague reading the record later should know it was a pause rather than a retirement.

Invoices already raised are never affected

Changing the lifecycle state only affects work from now on. Anything already invoiced keeps exactly the coverage and the figures it had.

Both states appear in the Renewal attention cards and in the Lifecycle filter, so you can see at a glance how many agreements are sitting in each.

A cancelled agreement cannot be drafted or suspended

Cancelling is final and has no undo. If an agreement has been cancelled, its lifecycle state is fixed and the State action will tell you so rather than appearing to succeed.

Cancelling also clears the Active tick box

A cancelled agreement reads Cancelled under Lifecycle and Inactive under Active, so both columns tell you the same true thing. Before this, a cancelled agreement still showed as Active, and anyone scanning that column alone could reasonably have read it as live cover.

It also means a cancelled agreement drops out of renewal reminders, which only consider agreements that are still ticked Active.

It should never have existed

Delete it from the agreement's row. Deleting removes the agreement from your lists while keeping it recoverable, and it stops governing jobs immediately.

Use this only for a genuine mistake — a duplicate, or one raised against the wrong customer. An agreement that really existed should be left inactive rather than deleted, because it is the evidence of what a customer was entitled to at the time.

Deleting does not unpick invoices

Invoices raised while the agreement was in force keep whatever coverage was applied to them. That is correct — the customer was covered when the work was done, and history should say so. If an invoice is wrong, fix the invoice.

Removing equipment instead of the agreement

If the customer took one machine off the plan and kept the rest, you do not need to end the agreement. Open its Assets panel and Remove that asset. The agreement carries on covering everything else, and the coverage history is kept.