Setting up a customer contract ensures structured service delivery, clear communication, and predictable revenue. Contracts define service expectations, mitigate risks, and improve compliance, ultimately strengthening customer relationships and business efficiency. This guide provides a step-by-step approach to setting up contracts, including invoicing, PPM scheduling, and service allocation.

Contracts

Below are the steps to setup a contract template, you can find some helpful video content by clicking here.

➡️ Locate the Customer record > Quick links > Contracts

The Contract template must be Active to add it to a Customers.

Navigation

Every step may involve filling out a simple form or tackling multiple smaller forms or sub-steps. Approach them systematically, addressing each one in turn.

	Indicates the Step's progress.
	Indicates a Step or Sub Step is in progress.
	Indicates the Step or Sub Step is complete.

Add new contract

➡️ Locate the Customer record > Quick links > Contracts > Add new contract

Step 1 Basic details

Complete the form, below is an explanation of each field.

➡️ Basic details

Enter the Contract Name
- Connect the relevant Contract templates
Set the Contract Start Date
- Defaults to today but can be adjusted.
The Contract End Date
- System-generated based on duration.
Select the Contact Person associated with the contract.
- This may be a specific person in a Business, likely the same as the main customer for a Residential contract.
Select Where did the contract come from
- By what Advertising source did the Customer find your service.
Assign the Salesperson managing the contract.
- The User who sells/admins your Contracts.
Click Next to proceed.

Step 2 Invoicing

When selecting the Pricing plan and completing the form, please note that the options displayed will vary depending on the Contract template. If the Invoicing step is set to "No" in the Contract template, this step will be greyed out, and auto invoicing will be disabled. In such cases, you will need to use the Invoice portal or manually add the invoices.

➡️ Invoicing

Choose the Price Plan
Select the Invoice Contact
If enabled, set the Override Invoice Price:
- Activate – Allows price adjustments.
- Disable – Retains fixed pricing.
Define Price Options (varies by contract setup):
- Fixed price per contract
- Price per property
- Price per asset (first vs. subsequent)

Field name	Function
Price plan	Derived from Billing Period & Pricing in the Contract template.
Invoice contact	Person responsible for Invoice communications.
Activate	Allows the contract price to be overridden
Disable	Retains the contract price plan cost.

If the Invoice options step of the Contract template is set to "Can change per customer," you will see an additional option.

Override invoice price: Activate/Disable

➡️ Invoicing schedule

The invoicing schedule displays a list of invoices that will be automatically generated.

Configure the Invoicing Schedule
- Auto-generates based on contract length and billing period.
- The number of Invoice schedules you can add will be limited by the Pricing plan, ie Yearly can only have one Invoice schedule.
Adjust Invoice Dates if necessary.
Click Next.

Field name	Function
Add new invoice date	Add a deleted line.
Invoice date	Edit the invoice date manually by selecting a new date from the calendar.
Action	Delete an invoice from the Invoice schedule.

Invoice communications will be sent to the Invoice contact.

Step 3 Address included

When selecting the customer and work addresses included in the contract, please note the following:

For single property:

The customer's name and address will be displayed.
The checkbox will be automatically pre-selected.

For multi-property:

The customer's name and address will be displayed for each property.
The checkbox for the main customer will be automatically pre-selected.
The checkbox for including work addresses on the property will be deselected by default.

Step 4 Asset, PPM, Services and Job allowance

This step allows you to configure the Assets, PPM, Services and Job allowance against each address if included in the contract template. The system counts the number of assets, PPMs and services included in the contract template. Options displays will be based on Job details: PPM being set in the Contract template.

Asset

Ensure that the Contract accurately reflects the Asset/s covered, streamlining contract management and ensuring comprehensive service provision for the customer.

➡️ Asset > Edit

Use the search bar to locate specific assets or selecting from the list of assets associated with the customer
Check the box next to each asset that should be included in the contract.
Once all desired assets are selected, click "Save"

PPM

Schedule the planned maintenace task effeciently.

➡️ PPM > Edit

Navigate to PPM > Edit.
Select a PPM template on the left to display the scheduler.
Set the schedule manually or use the Set Weeks feature to auto-populate jobs based on frequency.

Adding a PPM

➡️ Click Add PPM.

Search for the PPM template name.
Click Add PPM and complete the side panel details.
Click Add PPM again to save.
Additional PPMs can be added to a contract if they have been created as PPM templates prior.

Deleting a PPM

➡️ Click Delete next to the PPM.

Type "delete" to confirm.
Click Delete to remove the inline PPM template.

Adding a Task

➡️ Click Add Task.

Complete the side panel details:
- Task Title
- Notes
- Criticality Level:
  - Discretionary
  - Function-Critical
  - Mandatory
  - Statutory/Legal
- Task Occurrence (e.g., Weekly, Monthly, Annually)
Click Add Task to save.

Checking for Missing Tasks

➡️ Click Check for Missing Tasks.

Any tasks that are partially scheduled will be highlighted in red.

Optimising the PPM Schedule

➡️ Click Suggest Optimisation.

Click the yellow square to accept the suggestion.
- This feature suggests combining tasks to minimise visits.

Downloading the PPM Schedule

➡️ Click the Download icon to export an Excel spreadsheet.

The file will automatically download to your default location.

If the PPM name is longer than 31 characters or contains special characters / or \ it cannot be downloaded due to an Excel limitation.

Scheduling PPM Jobs

PPM jobs can be scheduled in two ways:

Automatically Scheduling Jobs

➡️ Click Set Weeks.

Select the start week/start month.
Click Set Weeks again to confirm.
The system will automatically schedule jobs based on the selected pattern.
Default settings: Every 1st month and Every 1st week.
If jobs are added manually, the system will not override them.

Manually Scheduling Jobs

Click the squares in the scheduler to build the schedule.
Each square represents a job occurrence.
Ensure all task requirements are met to complete the schedule.
Key details:
- Frequency (e.g., 1M = once a month)
- Number of occurrences (e.g., 0/12 means 0 out of 12 scheduled jobs)
- You cannot add more jobs than the required amount.
Each task has a circle indicating the occurrence frequency, and numbers next to the task (e.g., 0/12) represent how many jobs have been scheduled vs. expected.
Tasks can be Edited, Deleted, or Skipped as needed.
Colour-coded segments help differentiate schedules, and only one job per segment is allowed.
To complete the PPM schedule, at least one asset must be associated with the property.

A red warning triangle appears if no asset is added or if all tasks are not scheduled. Once complete, this changes to a green tick.

Modifying Scheduled Jobs

Jobs can be adjusted within the scheduler if required.
If changes are needed after jobs have been created, manually adjust the schedule or reapply the Set Weeks feature.

Colour Key for PPM Tasks

A colour-coded system is used to indicate the status of tasks within the PPM scheduler:

Colour Code	Meaning
Blue	Job is planned.
Dark Red	The job wasn’t created because the contract start date was set in the past.
Light Red	Skip task.
Pink	The task was skipped.
Light Green	Job is created.
Light Blue	Job is scheduled.
Yellow	Task suggestion.
Purple	Task suggested to another window.
Dark Green	Job is complete.
Green	Job is closed.
Dark Brown	The job was deleted by a user.

Services

Service reminders help automate scheduling and notifications for contract-based services. Follow these steps to add and link a Service Reminder to a Contract.

➡️ Services > Edit

You will see a list of Service Reminders linked to the Contract Template.

Set the Service Reminder Date

Click Select Date and enter the preferred date.
If the selected date falls within your busy season, it will be highlighted in yellow, with a warning message.

If the selected date is in the past or does not align with the "Send Reminder On" date, the system will not create a job or send a reminder when the contract is activated.

Auto-Populating Service Reminder Dates

If a Service Reminder already exists for a customer, it will automatically populate when adding a contract—as long as it is linked to the Contract Template "Job details: Services"

Set the Service Reminder Contact

Click Contact and select the designated service contact.
This person will receive all service reminder communications.

How busy we are

The heat map on the right provides a monthly overview of scheduled services.
Hover over a square to view the number of services booked for that month.
Use this information to schedule reminders during less busy periods.

Job allowance

Job allowance settings define the number of jobs a customer can book per contract period.

➡️ Job allowance > Edit

A list of Job Descriptions will appear as added in the Contract Template under "Job details: Call outs and breakdowns."

Add or Edit a Job Description

➡️ Job Description.

Use the search and select the required job description.

Set Job allowance

➡️ Maximum Number of Jobs Allowed

Enter the required number of jobs a customer can book per contract period.

Set Chargeable Status

➡️ Click Chargeable.

Select from the available options:
- No, FOC on completion
- Yes, labour and parts
- Yes, labour only
- Yes, parts only

Set FOC Reason (If Applicable)

If "FOC on completion" is selected in the Chargeable column, choose a FOC Reason from the dropdown.
This option is disabled if any other chargeable option is chosen.

Delete a Job Allowance Entry

➡️ Click Action > Delete.

Type "Delete" to confirm and remove the entry.

Step 5 Summary

The Summary section provides a breakdown of charges at the beginning of the contract, allowing you to review all associated costs before proceeding to payment.

Reviewing the Summary

You will see a detailed breakdown of the charges, including:
- Description: The name of the service being charged.
- Quantity: The number of services included in the contract.
- Unit Price: The cost per service before VAT.
- VAT: The applicable VAT rate.
- Total (exc. VAT): The total cost before VAT is applied.

Breakdown of Charges

A summary table will display the following:

Total price (exc. VAT) – The total cost before VAT.
Total VAT – The calculated VAT amount based on the applicable rate.
Grand total – The final amount, including VAT.

Step 6 Payment

Follow this article: Contract payments

Activating the Contract

Once all setup steps are complete, a pop-up will appear prompting activation.
Type Activate in the text box
Click Activate.
- Alternatively, leave the text box blank and click Save as Draft.
This action will take you back to the Customer Record, where you can click View to see the contract timeline and details.