SLA contracts and service orders

Create a contract

1. Open Master data → Contracts → SLA contracts and create a contract for the customer.
2. Select a template: netERP copies its line items as long as the contract does not yet contain any.
3. Set status (Draft, Active, Canceled, Terminated), duration, notice period, renewal, billing cycle, hourly rate and included hours.
4. Specify response and resolution times as well as priority and group for tickets generated under this contract.

Line items

The line items use SLA articles and the same entry model as documents. Billing types are flat-rate, time-and-material, quota-based and one-off. Via Details … you define whether and how often netERP creates tickets for a line item.

Tickets with contract

If a customer has exactly one active contract, netERP enters it automatically on a new ticket, applies priority and group and calculates the deadlines. Every night the server creates tickets with tasks for due contract line items; tickets without an assignee are highlighted orange in the list.

Services and quota

The Services and Quota sections show, per month, used, included and remaining hours as well as excess hours.