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Renewing a service 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.

An agreement runs out. When the customer signs up for another term, you renew it — which creates the next agreement, carries the equipment across, and keeps a link back to the one it replaced, so the history of the relationship survives.

See what needs attention

The top of the Service Contracts page shows a row of counts — one for each state an agreement can be in: Scheduled, Active, Expiring Soon, Expired, Cancelled and Inactive.

These are counts across all your agreements, not just the ones on the page you are looking at, so Expiring Soon answers "how many agreements need me in the next few weeks" in one number. An agreement counts as expiring soon once it is inside its own Renewal notice window, so an agreement set to 90 days' warning starts counting three months out while one set to 7 days does not appear until the final week.

Select a count to filter the list to it. Choosing Expiring Soon leaves you with exactly the agreements to work through, in end-date order.

The counts and the list always agree

The number on a card and the number of agreements you get after selecting it are worked out the same way, so they cannot drift apart.

See an agreement's terms without opening it

Each row has a Details button. Selecting it opens a panel under that row showing the agreement's description and its response and resolution times — without leaving the list or opening the edit form. Select it again to close it, and opening one row's details closes whichever was open before.

The agreement's fee appears there too, if your role includes access to financial information. If it does not, the fee row is simply absent — never shown as zero.

Renew an agreement

  1. Open Service Contracts from the side menu.
  2. Find the agreement and choose Renew.
  3. The form opens pre-filled from the agreement you are renewing. Set the new start date and end date, and adjust the fee or terms if they changed.
  4. Review the equipment list. Everything the old agreement covered is ticked by default; untick anything the customer has replaced or taken off the plan. Carrying equipment over needs the Enterprise plan. On Pro, the form tells you what equipment the old term covered (linked assets, asset types or both), and the new term covers the customer or site only. The old agreement keeps its equipment list as a record.
  5. Save.

You now have a new agreement, with its own contract number, covering the new term.

Renew before the old one lapses

Renewing does not reach back and change the old agreement's dates, so there is no harm in doing it early. Set the new start date to the day after the old end date and coverage is continuous.

Offer the renewal as a quote instead

If you would rather the customer sign for the next term, open the agreement's ⋯ menu and choose Draft renewal quote. The Quotes page opens with the renewal form already set to that agreement and its customer. Create the quote, send it, and when the customer accepts, the new term is set up for you. You see this choice when you can write quotes and agreements and your plan includes Quotes.

What carries over

Carries over Does not
The covered equipment, unless you untick it The contract number — the renewal gets its own
Coverage settings, fees and response times, pre-filled for you to confirm The old agreement's dates, which are left as they were
A link back to the agreement being replaced
The visit schedule, which moves to the new term Visits already generated, which stay with the old term
The recurring billing schedule, when the new term has a fee for the same cadence Billing, when the new term has no fee — you are told so and can add one

Renewing is a deliberate act

An agreement you created yourself has no auto-renew setting. Nothing rolls it forward on its own, and nothing bills for a term you have not agreed, because the term, the fee and whether the customer even agreed are things only you know.

The one exception is a membership sold from an agreement plan whose customer ticked the box to renew automatically and pays by card. That membership renews on its own after a renewal notice, unless the customer stops it.

What you get instead

Every agreement ends on its end date, and you are reminded before it does. Set Renewal notice on the agreement to choose how many days' warning you want, and the renewal reminder arrives on that schedule. Renewing is then one click on Renew, which pre-fills the next term from this one.

What happens when an agreement expires

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 its full history, and the work it covered keeps its invoices exactly as they were.