Overview
The Service Contract Wizard helps you create service agreements with customers that automatically generate scheduled maintenance work orders. This wizard guides you through a 3-step process to set up recurring service, define covered assets, and automatically create maintenance schedules.Service Contracts are the foundation of recurring revenue and preventive maintenance in your FSM operation. They automatically generate work order drafts based on your specified service interval.
When to Use the Service Contract Wizard
Use this wizard when:- Signing a new maintenance agreement with a customer
- Setting up recurring preventive maintenance schedules
- Creating annual service agreements for equipment
- Establishing ongoing service relationships with regular visits
- Automating maintenance work order creation
The 3-Step Process
Step 1: Contract Details
Contract Information
| Field | Description |
|---|---|
| Contract Number | Unique identifier for this service contract. Auto-generated but can be customized. |
| Contract Name | Descriptive name for the contract (e.g., “Annual HVAC Maintenance - Building A”) |
| Status | Contract status: Active (in effect), Inactive (not yet started or paused) |
| Service Interval | How often service visits occur: Weekly, Monthly, Quarterly, Semi-Annually, or Annually |
The Service Interval determines how often maintenance work orders are automatically generated. For example, “Quarterly” creates 4 maintenance visits per year.
Contract Period
| Field | Description |
|---|---|
| Contract Period (Years) | Duration of the contract in years (e.g., 1, 2, 3 years) |
| Start Date | When the contract becomes active |
| End Date | Automatically calculated based on start date + contract period |
| Activation Date | When scheduled maintenance generation begins (usually same as start date) |
Auto-Renewal
| Field | Description |
|---|---|
| Auto Renew | Check this to automatically extend the contract when it expires. The system will create a new contract period with the same terms. |
Customer & Location
| Field | Description |
|---|---|
| Customer | Search and select the customer for this service contract |
| Building | Select the specific location covered by this contract |
| Contact | Primary contact person for service appointments |
When you select a Building, the system automatically populates the address fields with the building’s location information.
Address Information
The wizard auto-fills these based on the selected building:- Street - Physical address of the service location
- City - City or municipality
- State - State or province
- ZIP - Postal code
- Location Map - Geographic coordinates for dispatcher mapping
Financial Terms
| Field | Description |
|---|---|
| Contract Price | Total value of the contract for the entire period |
| Invoicing | How often invoices are sent (e.g., Monthly, Quarterly, Annually) |
| Payment Terms | Net payment terms (e.g., Net 30, Net 60 days) |
| Repair Exemption Limit | Maximum cost for repairs covered without additional approval |
| Work Order Repair Exemption Limit | Per-visit repair limit without requiring approval |
Contract Type & Details
| Field | Description |
|---|---|
| Approval Status | Contract approval state: Pending, Rejected, or Approved |
| Contract Type | Type of work covered: PDI (Installation), STF (Maintenance), Delivery, Repair, Conversion |
| Work Order Name Template | Default name format for generated work orders |
| Priority | Default priority for generated work orders: High, Medium, or Low |
Additional Information
| Field | Description |
|---|---|
| Description | Detailed description of services covered by the contract |
| Special Information | Any special notes, customer requirements, or important instructions for technicians |
| Branch | Which company branch manages this contract |
Step 2: Assets & Resources
Covered Assets
This is the most important part of a service contract - specifying which equipment is covered:View Asset Details
See asset information including last service date, warranty status, and maintenance history
All assets added here will be automatically included in every scheduled maintenance work order generated by this contract.
Resources & Teams
Assign default resources for maintenance visits:| Field | Description |
|---|---|
| Resources (Technicians) | Assign specific technicians who will handle maintenance for this contract |
| Teams | Alternatively, assign entire teams responsible for this contract |
Equipment & Materials
Tools
Tools
Specify standard tools required for maintenance visits. These will be pre-assigned to generated work orders.
Vehicles
Vehicles
Assign company vehicles needed for service visits (e.g., mobile service units).
Parts
Parts
Pre-define parts that are typically used during maintenance. This helps with inventory planning and faster work order creation.
Contract Documents
Files & Attachments
Files & Attachments
Upload the signed service contract, terms and conditions, SLA agreements, or any reference documents. These will be available to technicians and can be attached to generated work orders.
Step 3: Generate Planned Maintenance
What Happens in This Step
When you reach Step 3, the system:Work Order Draft Generation
Based on your contract settings, the system creates Work Order Drafts (scheduled maintenance):Example Schedule Calculations:
Quarterly - 1 Year
4 work order drafts created
- One every 3 months
- Covers entire year
Monthly - 1 Year
12 work order drafts created
- One per month
- Regular monthly visits
Semi-Annually - 2 Years
4 work order drafts created
- One every 6 months
- Covers 2-year period
Annually - 3 Years
3 work order drafts created
- One per year
- Multi-year contract
What’s Included in Each Draft
Every generated work order draft contains:Customer Information
Customer Information
Customer, contact, and building automatically populated from the contract
Covered Assets
Covered Assets
All assets from the service contract are included and ready to be serviced
Assigned Resources
Assigned Resources
Technicians and teams from the contract are pre-assigned
Scheduled Date
Scheduled Date
Calculated based on service interval (e.g., first quarterly visit, second quarterly visit, etc.)
Contract Link
Contract Link
Draft is linked back to the service contract for terms and pricing reference
Work Order Details
Work Order Details
Default work order name, priority, and type from contract settings
Work Order Drafts are not active work orders yet. They’re scheduled maintenance records that can be reviewed, edited, and converted to active work orders when the time comes.
Viewing Generated Drafts
After generation, you can:View Scheduled Maintenances
See all generated work order drafts in the Scheduled Maintenances section
Convert to Work Orders
When it’s time for a maintenance visit, convert the draft to an active work order
Edit Draft Details
Adjust dates, add notes, or modify resources before conversion
Bulk Conversion
Convert multiple drafts at once for efficient scheduling
After Creating the Service Contract
Once you complete the wizard, the service contract is created with all scheduled maintenance:Next Actions
View Service Contract
Review contract details, terms, and covered assets
Manage Scheduled Maintenance
View and convert work order drafts to active work orders
Convert Drafts to Work Orders
When maintenance is due, convert drafts to active work orders for dispatch
Track Contract Performance
Monitor completed maintenance, customer satisfaction, and contract value
Understanding Work Order Drafts
Work Order Drafts (Scheduled Maintenances) are different from regular work orders:| Feature | Work Order Draft | Active Work Order |
|---|---|---|
| Status | Scheduled/Planned | Active and ready for execution |
| Assignment | Pre-assigned from contract | Can be reassigned |
| Visibility | In Scheduled Maintenances list | In Dispatcher and technician task list |
| Editable | Fully editable before conversion | Limited editing once active |
| Notifications | No notifications until converted | Technicians receive assignment notifications |
Think of Work Order Drafts as “scheduled appointments” that become “active appointments” when you convert them to work orders.
Contract Lifecycle Management
During Contract Period
Adding Assets Mid-Contract
Adding Assets Mid-Contract
You can add new assets to an existing service contract. New scheduled maintenance will be generated for these assets for the remaining contract period.
Modifying Terms
Modifying Terms
Contract terms can be updated during the period. Changes apply to future maintenance visits, not already completed ones.
Pausing Contract
Pausing Contract
Set status to “Inactive” to temporarily pause the contract. Scheduled maintenance won’t be converted during this time.
Converting Drafts on Schedule
Converting Drafts on Schedule
As each maintenance date approaches, convert the draft to an active work order and dispatch technicians.
Contract Renewal
When a contract approaches its end date:Auto-Renewal (If Enabled)
If “Auto Renew” was checked, the system automatically extends the contract and generates new maintenance schedules
Tips and Best Practices
Start Date vs Activation Date
Start Date vs Activation Date
Start Date is when the contract legally begins. Activation Date is when maintenance generation starts. They’re usually the same, but you can delay activation if needed for planning.
Choose the Right Service Interval
Choose the Right Service Interval
Match the interval to equipment requirements:
- Weekly/Monthly: Critical equipment, high-use systems
- Quarterly: Standard commercial equipment
- Semi-Annually: Light-duty equipment
- Annually: Basic maintenance contracts
Set Realistic Repair Limits
Set Realistic Repair Limits
Repair Exemption Limits should balance customer flexibility with cost control. Too low = constant approval requests. Too high = unexpected costs.
Assign Consistent Technicians
Assign Consistent Technicians
Assigning the same technicians builds familiarity with equipment and customer preferences, leading to better service quality.
Include All Relevant Assets
Include All Relevant Assets
Don’t forget ancillary equipment. A comprehensive asset list ensures nothing is missed during maintenance visits.
Attach SLA Documents
Attach SLA Documents
Upload the signed contract and SLA to ensure technicians understand response times and service commitments.
Review Drafts Before Conversion
Review Drafts Before Conversion
Check work order drafts before converting them. You can adjust dates, add special instructions, or update resource assignments.
Use Auto-Renewal Wisely
Use Auto-Renewal Wisely
Enable auto-renewal for evergreen contracts with long-term customers. Disable for trial periods or fixed-term agreements.
Common Questions
What's the difference between a Service Contract and a Work Order?
What's the difference between a Service Contract and a Work Order?
A Service Contract is an ongoing agreement that automatically generates scheduled maintenance. A Work Order is a single service job. The contract creates multiple work orders over time.
Can I edit a contract after creation?
Can I edit a contract after creation?
Yes! You can edit contract details, add/remove assets, adjust terms, or change assigned resources at any time. Changes affect future maintenance, not completed work.
What happens if I miss converting a draft on time?
What happens if I miss converting a draft on time?
The draft remains in your Scheduled Maintenances list. You can convert it late and adjust the scheduled date. The system doesn’t auto-delete past-due drafts.
Can I have multiple service intervals in one contract?
Can I have multiple service intervals in one contract?
No, a single contract has one service interval for all covered assets. If you need different intervals, create separate service contracts.
How do I handle emergency repairs under a service contract?
How do I handle emergency repairs under a service contract?
Create a regular work order and link it to the service contract. The repair exemption limits will apply automatically for approval requirements.
Can assets be added or removed during the contract?
Can assets be added or removed during the contract?
Yes! You can add new assets (new maintenance will be generated) or remove assets (future drafts won’t include them). This is common when equipment is added, replaced, or decommissioned.
What happens when a contract expires?
What happens when a contract expires?
If Auto Renew is enabled, a new contract period begins automatically. If not, the contract status becomes “Inactive” and no new maintenance is generated. Existing drafts remain.
Can I change the service interval mid-contract?
Can I change the service interval mid-contract?
You can update the interval, but it won’t automatically regenerate existing drafts. You may need to manually adjust or recreate future scheduled maintenance.
Related Documentation
Service Contracts Overview
Learn more about managing service contracts
Scheduled Maintenance
Manage and convert work order drafts
Work Order Wizard
Create one-time work orders outside of contracts
Asset Management
Understand asset tracking and maintenance history