Service levels on a contract: priorities, response and fix targets

A maintenance contract sells a promise: "if it fails, we are there within 4 hours and fix it within 24". Service terms put that promise on the contract, so every call-out logged under it carries its own clock. See Call-out priorities and the service clock.

Service levels are a feature of Clients & contracts, off until you switch it on: Global settings (in the account menu) › Modules, under Clients & contracts › Service levels. Setting them up is included on the Crew plan. On any other plan everything already recorded stays readable.

Switching service terms on

Open a contract (Commercial › Contracts, then the contract) and choose the Service tab. A contract without terms says No service terms yet: choose Switch on service terms.

Then set how the clock runs:

• Service hours:
  • 24/7: every minute counts, nights, weekends and public holidays included.
  • Working hours: your workspace's working hours, the ones the rate cards' uplifts already use. The tab shows them, for example Mon–Fri 07:00–18:00.
  • Contract hours: the contract's own days and times, for example Monday to Saturday, 06:00 to 22:00.
• At risk when this much of a target has gone: 75% to start with. A call-out with a 4-hour response target is flagged at risk after 3 hours.
• Public holidays stop the clock: for working hours and contract hours, a date in your public holiday calendar does not count. The calendar is read as it stands, so a holiday added later moves an open call-out's due time if it falls inside it.
• An on-hold status pauses the clock: while the job sits in an on-hold status (waiting for parts, no access), the time does not count.
• Service terms are on: switch it off to stop new call-outs being given a priority. Jobs that already have one keep their clock.

Choose Save terms.

Priorities

Under Priorities, choose Add priority for each kind of call-out, in your own words: Emergency, Urgent, Routine, P1. Each has:

• Respond within (hours): from the report to somebody on site.
• Fix within (hours): from the report to the fault fixed. It cannot be shorter than the response target.
• Call-outs at this priority are chargeable: billed through measures as they always are.

Hours can be fractions: 0.5 is 30 minutes. A priority needs at least one of the two targets.

Changing a priority's targets changes them for call-outs logged from then on. A job that already has the priority keeps the targets it was given, so its history never moves. A priority nobody has used can be deleted; one that jobs carry is retired instead and no longer offered.

Covered sites

Choose sites lists the sites the contract covers. It is a record of the agreement: a job put under the contract keeps its clock wherever it is.

Covered equipment › Choose equipment lists the pieces of the client's equipment the contract covers. See Client equipment.

The fee and the client's report

The same tab sets the contract's fee, invoiced as a draft each period (see The contract fee), and the client's service report, emailed at the end of each period (see The client's service report).

Planned maintenance

The same tab holds the contract's planned visits. See Planned maintenance.

Who can change it

People with the Manage commercial permission set up service terms, priorities, covered sites and plans. People who manage jobs or dispatch can read them, to give a call-out its priority.