SLA Contracts and Service Orders
SLA contracts link customers, agreed services and the ticket system.
Create a contract
- Open Master Data → Contracts → SLA Contracts and create a contract for the customer.
- Select a template: netERP imports its line items as long as the contract does not yet have any.
- Set status (Draft, Active, Terminated, Closed), duration, notice period, renewal, billing cycle, hourly rate and included hours.
- Specify response and resolution times as well as priority and group for tickets from this contract.
Line items
The line items use SLA articles and the same recording as documents. Billing types are flat-rate, time-and-material, quota and one-off. Via Details … you specify whether and how often netERP creates tickets for a line item.
Tickets with a contract
If a customer has exactly one active contract, netERP will assign it to new tickets automatically, apply priority and group and calculate the deadlines. Each night the server creates tickets with tasks for due contract positions; tickets without an assignee are marked orange in the list.
Services and quota
The Services and Quota sections show, per month, used, included and remaining hours as well as additional hours.