Creating & Managing Service Agreements

Owned by Stephanie Pepper (e-manage|ONE)
Last updated: Jul 10, 2023
5 min read

Service Agreements are associated with the End User Company from which they are created. Typically, the End User is also the Bill To Customer, but there may be cases where they are different. If the Bill To Customer is different, you can easily assign a different Company Location to the Bill To field by typing in the Bill To drop down box which will search for existing companies. See below for more detailed information on this topic.

A Service Agreement can encompass multiple serviceable items from different locations for billing and performing preventative maintenance. It's important to note that a Service Agreement must have at least one serviceable item to enable invoicing since the total price of the agreement is determined by the sum of the serviceable items' prices. When creating a Service Agreement, ensure that you have already set up the necessary serviceable items in e-manage. Alternatively, you can create new serviceable items directly from the Service Agreement Window after its creation.

To create a new Service Agreement, follow these steps:

  1. Click on the "New Service Agreement" action menu item.

  2. Complete the required fields marked with an asterisk (*), including Agreement Type, Agreement Status, First Proposed Date, Agreement Start, Length of Agreement, and Billing Cycle.

  3. Other fields to fill out include Customer PO (searchable from Search e-manage using the shortcut function key), Tax Code, Acct ID, Purchased Date, and Last Proposed Date.

  4. The Agreement end date is automatically calculated based on the start date and the chosen length.

  5. Amount and Tax fields cannot be manually entered as they represent the sum of each serviceable item's cost.

  6. The Last Payment field is automatically populated when a payment is made against an invoice for the service agreement.

  7. Checking the "No Renewal" checkbox prevents the service agreement from appearing in the Today/Service section under Service Agreements Expiring.

Assigning the End User and Bill-To information can be done using the Company Labels boxes. You will see a drop down at the top in which you can begin typing to search for another company to change to.

It is recommended, though not mandatory, to associate a salesperson (or multiple salespeople) and their corresponding credit with every service agreement. If the primary salesperson is set at the company level, the Sales Credit grid will be automatically populated with the primary salesperson(s) specified for the company location. If not, you can click the "Add" button in the Sales Credit tab, select a salesperson, and set their credit. The total Sales Credit cannot exceed 100%.

Once the Service Agreement is saved, you will receive a unique Service Agreement ID from the system. You can now proceed to add Serviceable Items by either dragging and dropping existing items or clicking the "Create New Serviceable Item" button. The toolbars at the top of the Service Agreement tabbed window provide various functionalities for managing the Service Agreement.

To add contacts to the Service Agreement, save it and obtain an ID number (as mentioned above). After saving, you can easily drag and drop contacts from Search e-manage, Recent Records, Favorites, or any other grid containing contacts into the contact grid. Additionally, you can use the "Add Quick Contact" button on the Contacts tab to search for existing contacts or add new ones using the Quick Contact Window.

You can search for existing contacts by typing their first and last names in the corresponding text boxes of the "Add a Quick Contact" window. This will display a list of matching contacts from which you can select and drag into the Service Agreement Contacts grid on the Service Agreements Window.

Once you have added the necessary Serviceable Items to the Service Agreement, it's important to schedule Preventative Maintenance for the current period.

To schedule Preventative Maintenance for your Service Agreement, follow these steps:

  1. Click on the PM tab.

  2. Click the "Schedule Maintenance" button. If your company has already set up defaults for Preventative Maintenance, you can also click the "Auto-Schedule" button to quickly apply those settings. Alternatively, click the "New" button to add a custom maintenance item for scheduling.

In the Maintenance Scheduling window, fill out the following required fields (marked with an asterisk *):

  • Maintenance Month: Select the month during which the maintenance should take place.

  • Maintenance Year: Specify the year for the maintenance.

  • Best Day: Choose the most suitable day for the maintenance activity.

  • Best Time: Indicate the preferred time for conducting the maintenance.

You also have the option to select an exact date and time for scheduling and specify the estimated duration of the Preventative Maintenance. However, avoid filling out the "Completed By" or "Completed Date" fields until the maintenance has actually been completed.

We recommend that you create serviceable items and associate them with a service agreement upon completing the installation of the item. If your company offers a one-year warranty (or if the manufacturer does), you can set the Agreement Start Date as the installation date and set the length for one year. This allows you to charge back the entire cost of servicing the item to the manufacturer.