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How to create and edit contracts and set prepaid hours

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Service Desk

  • Contract - An agreement between you and a customer which specifies the charges you will levy for your services over a billing cycle.

  • You can configure the following in a Service Desk contract:

    • Contract Fee (optional). A fixed charge for a billing cycle (weekly, bi-weekly, monthly or annual). The contract fee will always be charged on top of any charging plans and/or global asset rates.

    • Prepaid Hours (optional). Specify how many hours of work your company will provide at no charge under the contract fee. You can set different pre-paid hours for each type of service (telephone, remote, on-site). If the time spent exceeds the pre-paid hours, then only the excess time will be subject to charge.

    • Charging plan (optional). A template you can add to a contract which lets you define custom hourly rates for your services. Charging plan rates are only applied after prepaid hours have been used. You can add the following to a charging plan:

      • Default Hourly Rate (mandatory). Hourly charge applied to work not covered by a variable rate.

      • Variable Rates (optional). Special rates for specific types of work. For example, you might want to charge a different rate for on-site visits, or for work on a specific asset, or for work that exceeds a certain length of time.

  • Global Asset Rates ('Admin Panel' > 'Manage' > 'Charging' > 'Default Charging') – While not part of a contract, par se, you should still consider global asset rates. Assets rates specify charges for work on items like workstations, servers, printers, routers etc. Global asset rates are charged after any prepaid hours and charging plans have been processed.

Process in brief:

  • Log into C1 then click ‘Applications’ > 'Service Desk'

  • Click 'Admin Panel' > 'Finance' > 'Contracts'

  • Click 'Add Contract'

  • Complete the following items in the form:
    • The contract period.
    • Contract fee (optional).
    • Billing period.
    • Pre-paid hours for different service types ('On-site', 'Remote' and 'Telephone')
    • Add a charging plan if required.
  • Click 'Save'

Process in more detail:

  • Log into C1 then click ‘Applications’ > 'Service Desk'

  • Click 'Admin Panel' > 'Finance' > 'Contracts'

  • Click 'Add Contract' above the table:

There are three main sections in the new contract form:

1.General Information

  • Contract Name – Label to identify the contract
  • Company – The customer organization to whom the contract applies
  • Contract Details - Brief description of the contract
  • Start Date - The date from which the contract is effective
  • End Date - The date the contract expires

2. Contract Parameters


  • Fee – A fixed charge billed to the customer for the services you provide. The billing cycle determines how often the fee is charged.
    • This fee will always be charged, regardless of other charges in charging plans and global asset rates.
    • If no fee is specified, then charges for service sessions will be calculated based on other parameters defined in the contract.
    • You may wish to set a fee then use 'Prepaid Hours' to specify the amount of work that will be covered by the fee.
  • Billing Period – How often the total charges in the contract will be billed to the customer
  • Unused Hours - Choose whether or not any remaining pre-paid hours at the end of a billing cycle are carried over to the next cycle. Hours that are carried forward will be added to the pre-paid hours of the same service type in the next billing cycle.
  • Prepaid hours – Hours worked by your staff during this period that will not be charged to the customer.
    • You have the option to spread prepaid hours over different services types - 'Onsite', 'Remote' and 'Telephone'.
    • 'Unlimited' - You will not charge a fee for any hours worked by your staff on this service type.

3. Charging

  • Charging plans let you to set hourly rates for specific types of work.
  • Click 'Admin Panel' > 'Manage' > 'Charging' to create a custom charging plan. Click Here for help to create a charging plan.
  • Select the charging plan you want to add to the contract from the drop-down. Select 'Not Now' if you don't want to add a plan.
  • 'Default Charging' – Contains the global asset rates. If you leave this selected, global rates will apply to sessions that exceed pre-paid hours.

  • Click 'Save'.

Charging Flow:

The following chart shows the charging flow covered in this wiki:

                                                                                                     Click to enlarge

Edit a contract

  • Click 'Admin Panel' > 'Finance' > 'Contracts'

  • Select the contract you want to modify then click 'Edit':

  • Click 'Save' to apply your changes.