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Contract templates

Create a contract template to set up and manage service terms and billing easily for field jobs.

Updated this week

Eliminate the need to create contracts from scratch, reducing errors, and accelerating delivery to clients with contract templates.

Customise services provided, incorporate SLAs, billable rates, payment methods, and contract durations based on your agreement with the customer with an in-depth configuration to suit your requirements. This approach improves efficiency, cuts costs, ensures uniformity, and streamlines workflow processes.

Before creating a Contract template, review the prerequisite settings in Contracts Overview to ensure they meet your requirements.

Add new contract template

➡️ Profile icon > Settings > Contracts > Contract templates > View > Add new contract template


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Building your contract template is a step-by-step process visualised on the left side of your screen. Each step, foundational for your contract, may involve simple or multi-part forms. Complete them systematically; dependent fields may appear or disappear based on your answers.

A progress bar tracks your completion. Click the steps on the left to navigate in order, starting from Step 1. Once a step is complete, click "Next" to save and move on or "Back" to review previous steps. You cannot skip ahead; progress through each step methodically.

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Step 1 Basic details

Establish the fundamental details by configuring the basic contract information.

  1. Contract name

    • This name serves as the identifier used throughout the system.

  2. Contract description

    • Provide a concise description to clarify the services covered by the contract.

  3. Contract category

  4. Contract type

    • Select a Contract type; this influences various aspects of the contract template setup, eg. the renewal process and invoicing.

      • Fixed Length renewal required: Contract duration specified in months; manual renewal is necessary after the specified Contract period, allowing for amendments and adjustments as needed.

      • Fixed length auto-renewal: Contract duration specified in months; automatically renews with the same terms, chosen in Renewal type in the next step.

      • Monthly rolling: Contract duration is one month and renews automatically each month until manually cancelled. If Monthly rolling is selected for your contract type, the contract period cannot be changed from 1 month.

  5. Contract period

    • Enter the length of the contract in months.

The contract period cannot exceed 300 months (25 years).

Step 2 Sales/Renewals

🔶 Renewals

Contract renewals extend existing agreements, ensuring customers maintain access to products or services beyond the initial contract period. Based on your chosen Contract type, you'll be able to see the respective form to configure how the renewal happens. If you've chosen a monthly rolling contract, however, this step will be skipped as this renewal simply happens every month, ongoing unless you stop it.

Contract type: Fixed length renewal required

If your contracts need renewing, you can use a draft to discuss new terms with your customer. Giving yourselves time to discuss adjustments and ensure everyone's happy.

  1. Automatically create draft contract: Should a draft contract be generated automatically for this renewal?

    • Do nothing: Choose this option if you prefer not to generate a draft contract. The contract will finish at the end of the specified period with no further action.

    • Create draft contract: Choose this option if you wish to have an automated generation of a draft contract.

  2. Renewal type: Decide whether the current contract terms continue, eg. if you made adjustments to the templated terms when creating the customer contract or if they should be renewed following the contract template terms you are currently configuring.

    • Renew from existing customer contract: The current contract terms will continue without any changes.

    • Renew from contract template: The contract template terms will be used for each renewal.

  3. How many days before the contract expires does the renewal contract get generated: Give yourself the time needed to renegotiate contract terms before the current contract expires. This will default to 7 days but can be changed as required.​

Contract type: Fixed length auto-renewal

  1. Renewal type: Decide whether the current contract terms continue, eg. if you made adjustments to the templated terms when creating the customer contract or if they should be renewed following the contract template terms you are currently configuring.

    • Renew from existing customer contract: The current contract terms will continue without any changes.

    • Renew from contract template: The contract template terms will be used for each renewal.

  2. How many days before the contract expires does the renewal contract get generated: Give yourself the time needed to renegotiate contract terms before the current contract expires. This will default to 7 days but can be changed as required.

  3. How many days before the new contract starts does the renewal invoice get generated: Decide when you want the renewal invoice to be generated based on the new contract start date.

    • This value must be between the renewal generation and the current contract expiry.

    • If no value is provided, the invoice is created on the day the renewal contract becomes active.​

Step 3 Assets

If assets will be used on your contract template, you can choose which asset types should be included. This will determine how assets behave when used on contract jobs for an active contract.

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  1. Which asset types are allowed on this contract: Choose all the asset types that could be used on this contract. These asset types apply to contract jobs, but not PPM jobs. This is set up in the next step if required

  2. ​If an asset is added to a job, do you want the asset to be automatically added to the contract: Sometimes you might not have the asset details upfront when setting up a customer contract. With this setting, you can automatically add new assets (as long as it uses one of the types you already defined) to the contract when they are added to jobs.

Appliances are not compatible with Contracts, you will not see this step in your template setup if you have appliances. For more information on how to manually switch to the "Assets" system, please contact our services team.

Step 4 Job details

Set up SLAs, PPM, Service jobs and Call outs/Breakdowns

🔶 4.1 SLA

Including an SLA in your contracts provides a win-win situation. It ensures your customers understand the level of service they're paying for and helps you deliver a high-quality service that builds trust and strengthens your business relationships.

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  1. Enable, then select the desired SLA template from the dropdown.

  2. Only one SLA template can be selected.

  3. Click Next to save your changes and move on to the next step.​

🔶 4.2 PPM

Including PPM (Planned Preventative Maintenance) in your contracts creates predictable income through recurring maintenance, boosts client satisfaction with fewer equipment failures, and allows for efficient service delivery through pre-scheduled work​​PPM cannot be included in rolling monthly contracts, this step will be skipped.

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  1. Are PPMs included in your contract?

    • Select yes to enable PPM for this template

    • Leave it on No if you do not require PPM in this template

  2. If you select No click next and skip to 4.3

  3. PPM: Click into the field and start typing to search your PPM template.

  4. Type: Determine what record type this PPM will apply to.

    • Property: Any works completed for this PPM schedule will apply to the property as a whole.

    • Assets: Any works completed for this PPM schedule will apply to individual assets. This option will not show if you didn't enable Assests in step 3

  5. Asset types: Select all the asset types that you want to include in the template.

    • This is disabled if "Property" is chosen in type column.​

    • These asset types apply to PPM jobs only.

  6. ​Job descriptions: Choose the job description to apply to these PPM jobs when they are created based on your chosen schedule.

  7. Chargeable: Choose how charges will apply for PPM jobs, you can combine different ways of charging across your PPM rows for the desired level of detail.

    • No, FOC on completion

    • Yes, labour and parts

    • Yes, labour only

    • Yes, parts only

  8. FOC reason: If you've selected FOC in the Chargable column, choose which FOC reason to apply when the jobs are completed. This is disabled if any other Chargable option is chosen.

  9. Action: Delete the row if not applicable to the template.

🔶 4.3 Service jobs

Including service jobs, like a yearly boiler service, in your contracts benefits your customers by promoting preventative maintenance and peace of mind, and providing you with predictable revenue and efficient business operations.​

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  1. Service type: Choose the service reminder you want to be used on the service jobs.

  2. Preferred date range: Choose the months you would prefer to carry out these service jobs, for example, you may prefer to carry out contract boiler services in spring/summer.

  3. Reminder/job: How should the service be managed when the service date is due?

    1. Create job: Schedules the job based on the service due date. The service reminder used must be linked to a job description.

    2. Send reminder: Send a service reminder to the customer, they are responsible for getting in touch to book the service job.

  4. Chargeable: Choose how charges will apply for PPM jobs, you can combine different ways of charging across your PPM rows for the desired level of detail.

    • No, FOC on completion

    • Yes, labour and parts

    • Yes, labour only

    • Yes, parts only

  5. FOC reason: If you've selected FOC in the Chargable column, choose which FOC reason to apply when the jobs are completed. This is disabled if any other Chargable option is chosen.​​

  6. Actions: Has two possibilities based on the option you selected in the Reminder/job column.

Set reminder

  1. Set reminder​ if you choose Send reminder
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  2. Communications need to be set up in the same manner as a standard service reminder. Select the communication template in their dropdowns for the first communication. If you haven't created an email, SMS or letter template yet you can create one here as well by clicking on Add new template.

  3. Customers can book the service job online themselves by including the [service_reminder_booking_portal_url] tag in the email or SMS template for the single property communication.

  4. If no templates are selected for the first communication, the system service reminder communications will be sent.

  5. You can now set some follow up communications, these are triggered after the first communication based on the delay you set here.​
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Send confirmation​​

  1. Send confirmation​ if you choose Create job
    ​

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  2. A confirmation communication needs to be set up using an email or SMS template, select the template in the dropdown list. If you haven't created an email, SMS or letter template yet you can create one here as well by clicking on Add new template.

  3. If no templates are selected, no communication will be sent when a service job is created.

🔶4.4 Call outs and breakdowns

Including calls outs and breakdowns in your contracts can limit call-outs to manage costs and discourage unnecessary service calls. This encourages preventive maintenance and helps the company predict their workload. You may also offer tiered service options for your customers' choice, with a higher allowance for a higher premium.

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  1. Are call outs/breakdowns includedin this job:

    • Yes:

    • No:

  2. Allowances

  3. What are the allowances based on:

    1. Job description

    2. Business unit

  4. Based on the Allowance choice the form will show one of the following:

Allowance by Job description

  1. Job descriptions: Connect the relevant Job description

  2. Maximum number of jobs allowed: Number of jobs included per contract period.

  3. Chargeable:

    • No, FOC on completion: Charges included in the contract.

    • Yes, labour and parts

    • Yes, labour only

    • Yes, parts only

  4. FOC reason: Choose from the drop-down

  5. Actions: Delete the line from Allowances.

Allowance by Business units

  1. Business units: Connect the relevant Business units

  2. Maximum number of business units allowed: Number of jobs included jobs per contract period.

  3. Chargeable:

    • No, FOC on completion: Charges included in the contract.

    • Yes, labour and parts

    • Yes, labour only

    • Yes, parts only

  4. FOC reason: Choose from the drop-down

  5. Actions: Delete the line from Allowances.

Step 5 Billable rates

🔶 5.1 Labour

Segment labour rates to ensure you’re charging the correct amounts for various job types and circumstances.

  1. Choose to continue without segments if you want a flat labour rate across all contract jobs.

  2. To enable segmented labour pricing, select Add segmentations and choose:

    • Primary segmentation (e.g., Job description, Job priority)

    • Optional secondary segmentation (e.g., Business units, User group)

  3. Select applicable days of the week the labour rate will apply to.

  4. If using Public Holiday templates, choose to apply labour rates on those days too.

  5. Set the From/To time using a 12-hour clock format.

  6. Input the hourly labour rate for the chosen segment and time window.

  7. Repeat the above steps to add multiple labour bands.

  8. Click Next once all labour pricing is configured.

If no labour rate is configured here, the system will use the next available rate in this order:

  1. Customer price book

  2. Labour rate from job description

  3. User labour rate

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🔶 5.2 Pricing items

Pricing items cover non-physical charges such as call-out fees or congestion charges.

  1. Use the checkboxes to select which Pricing items you want to include in this contract.

  2. View the standard price as set in your system.

  3. Enter your contract-specific price for each item.

  4. Repeat this for each relevant pricing item.

  5. Click Next to continue.

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🔶 5.3 Parts

Apply contract-specific markup rules to control how parts are billed.

  1. Choose to apply markups by:

    • Industry

    • Category

    • Sub-category

    • Individual parts (overrides any category-based markup)

  2. Use the expandable table to browse your existing part structure.

  3. Enter markup percentages (e.g., 15%) where applicable.

    • If no markups are configured, default price book values will apply.

  4. To override with specific part pricing:

    • Open the Part markup form

    • Search for and select the part

    • Enter the contract-specific markup

  5. Click Next to move forward.

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Continue without segments: Apply the labour rates you set here to every contract job, regardless of the properties of the job.

Add segmentations: Apply a primary and an optional secondary segmentation to configure labour rates based on the following options.

  • Job description

  • Job priority

  • Business units

  • User group

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Step 6 Invoicing

Configure the invoice and payment options available for this contract. You have the flexibility to establish invoicing preferences and decide how you wish to handle invoice distribution and payment collection.

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🔶 6.1 Invoicing

Invoicing is only available on the Customer Journey plan or higher. If you select No to invoicing, automatic collection of payments will not be possible.

Invoice settings

  • Email the invoice: The invoice will be automatically emailed after creation.

  • Don’t email the invoice: The invoice will not be emailed; it can be sent or printed manually.

  • Don’t email the invoice, mark it as sent: The invoice is marked as sent without emailing. This allows for automatic payments and reconciliation.

📧 We recommend setting up a dedicated Invoice Email Template for contracts. Include the [invoice_description] tag to help customers identify the purpose of the invoice.

Invoicing options

➡️ Add new invoice option > Complete the side panel form > Click Save

  1. Description of option: Name of the payment plan.

  2. Is the price fixed or variable?

    • Fixed: The same price applies to all customers.

    • Can change per customer: Price varies per contract.

  3. How is the price calculated?

    • Fixed price for the contract: No dependencies.

    • Depends on the number of properties: Allows price scaling with property limits.

    • Depends on the number of assets: Price scales based on the number of assets (e.g., air conditioning units).

  4. Period of billing:

    • At the beginning of the contract

    • Monthly

      • Monthly billing contracts are restricted to monthly invoicing only. You cannot select alternative billing intervals.

    • Quarterly

    • 6-Monthly

    • Yearly

  5. Description to appear on the invoice: This will be shown on the customer’s invoice and tagged into the invoice email.

  6. Notes on invoice: Optional notes to appear on the document.

  7. Business unit/User group/Nominal code/Creditor days: Assign relevant connections for internal tracking and financial reporting.

  8. VAT Options: Choose to include or exclude VAT and select the correct VAT rate.

  9. Price: Enter the subscription cost per billing period, or per property/asset if applicable.

🔶 6.2 Payments

Including payment options in your contracts can add automation, allowing payment integrations to manage collections based on your invoice schedule. This step is not available without an active payment integration.

Contract payments can be managed in several ways. Refer to the Contracts: Payment methods for detailed configuration and recommendations on the best setup for your needs.

  1. Select the payment method(s) accepted for the contract.

  2. Enable automatic collection if supported.

  3. Match payment rules to the invoice timing and customer terms.

Step 7 Communications

External communication, including Emails, SMS, and Letters, serves to keep customers informed about their contracts, upcoming services, invoices, and payment details.

➡️ Add communication > Choose Communication template from dropdown or create a new one > Save

  • On Activation: Notify the customer when the contract is activated.

  • Renew communication: Notify the customer when provided contract is renewed.

  • GoCardless confirmation: Notify the customer a mandate is awaiting their confirmation to complete setup.

GoCardless confirmation will only show if the integration is set up.

Automatic communications will be sent only when the contract is applied to a Customer.

Now that your template is complete, review all steps to ensure you are happy with your configuration before activating it.

Activate contract template

Once Step 7 is complete, you will see the Activate button at the bottom of the screen. You can choose to either activate the contract or save it as a draft for later review.

  1. To activate:

    • Click Save

    • Type "Activate" in the confirmation box

    • Click Activate

  2. To save as a draft:

    • Click Save

  3. Select "Save as draft" to revisit and complete late

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Manage contract templates

Editing a contract template

  1. Templates in draft status can be freely edited.

  2. If the contract type is changed during this edit, you must reconfigure Step 2.2 Renewals to match the new type.

  3. Click Edit on the template

  4. Make your changes to any step

  5. Click Save

Editing an active contract template

Editing is possible on active templates but some limitations apply:

  1. Click Edit

  2. Step 1 – Basic details: Contract type cannot be changed

  3. Step 2 – Assets: Assets cannot be added or removed

  4. Amend available fields

  5. Click Save

Archiving a contract template

Templates already applied to customer accounts cannot be deleted. Instead, they must be archived.

  1. Click Archive

  2. Type "Archive" in the confirmation box

  3. Click Archive

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