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Overview

Service Contracts are formal agreements between you and your customers that define ongoing service relationships. Contracts specify which assets are covered, what services are included, how often maintenance occurs, and pricing terms. They transform one-time service calls into predictable, recurring revenue. Service Contracts List View
Service contracts are the foundation of proactive service delivery. They generate scheduled maintenances that automatically create work orders, ensuring consistent service and preventing equipment failures.

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When to Use Service Contracts

Use Service Contracts when you need to:
  • Establish recurring service agreements with customers
  • Define preventive maintenance schedules for customer equipment
  • Create predictable revenue streams
  • Differentiate premium service offerings
  • Ensure consistent service delivery
  • Build long-term customer relationships
  • Automate work order creation for regular maintenance

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Service Contracts List View

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Key Features

Visual indicators show contract status: Active, Pending, Expired, Suspended. Quickly identify contracts requiring renewal or attention.
Each contract displays the customer name, primary contact, and contact information for quick reference.
See contract name, template used, planning frequency, and key dates at a glance.
Action buttons provide fast access to view details, edit contracts, generate work orders, or renew agreements.

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Contract List Columns

ColumnDescription
Contract NameDescriptive name for the service agreement (click to view details)
Contract IDUnique identifier assigned by Fentu
CustomerWhich customer this contract is with
ContactPrimary contact person for this contract
EmailContact email for service notifications
TemplateContract template used (Standard, Premium, Custom, etc.)
PlanningMaintenance frequency (Monthly, Quarterly, Annual, etc.)
Start DateWhen the contract begins
End DateWhen the contract expires
StatusActive, Pending, Expired, or Suspended
ActionsQuick links to view, edit, renew, or generate work orders

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Creating a New Service Contract

1

Click 'New Service Contract'

Click the “New Service Contract” or ”+” button in the top right corner.
2

Select Customer

Choose which customer this contract is for from the dropdown.
3

Choose Template (Optional)

Select a contract template if you’ve created standard agreements, or start from scratch.
4

Enter Contract Details

Fill in contract name, start date, end date, pricing, and terms.
5

Add Covered Assets

Select which customer assets (equipment) are covered by this contract.
6

Define Maintenance Schedule

Set how often maintenance occurs and what services are included.
7

Assign Tools (Optional)

Link specialized tools or equipment required for contract work.
8

Save and Generate Schedule

Save the contract and the system automatically generates scheduled maintenance records.

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Service Contract Detail View

Service Contract Detail View When you click on a contract, the detail view provides comprehensive information and management tools:

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Detail View Sections

Core contract details including:
  • Contract name and ID
  • Customer and contact information
  • Contract template used
  • Start and end dates
  • Status and renewal information
  • Pricing and payment terms
  • Service scope and exclusions
List of all assets (equipment) covered by this contract. Each asset shows:
  • Asset name and type
  • Serial number and location
  • Coverage level (full, labor only, parts only, inspection only)
  • Link to asset details
Why this matters: Technicians know exactly which equipment is covered before arriving on site. Prevents disputes about what’s included in the contract.
All scheduled maintenance tasks generated from this contract:
  • Maintenance name and frequency
  • Next scheduled date
  • Assigned technician or team
  • Status (Active, Paused, Completed)
  • Link to create work order
Automatic Generation: When you save a contract with a maintenance schedule, Fentu automatically creates scheduled maintenance records. These generate work orders when due dates approach.
Specialized tools or equipment needed for contract work:
  • Tool name and type
  • Availability status
  • Who it’s assigned to
  • Calibration or certification status
Use Case: If contract work requires specific test equipment, high-voltage tools, or specialized diagnostic gear, link them here. Ensures technicians bring the right equipment and don’t waste time with return trips.
Documents generated after service visits:
  • Inspection reports
  • Maintenance certificates
  • Safety compliance documentation
  • Customer sign-off forms
Attach templates so they’re automatically available when completing work orders for this contract.
All work orders completed under this contract:
  • Date and description
  • Technician assigned
  • Time spent
  • Parts used
  • Customer feedback
Provides complete service history for contract performance analysis.
Internal notes and special instructions:
  • Customer preferences or requirements
  • Access restrictions or site-specific procedures
  • Billing notes or special terms
  • Historical context or modifications
Use this for information that doesn’t fit structured fields but is important for service delivery.

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Contract Information Fields

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Basic Information

FieldDescription
Contract NameDescriptive name: “Acme Corp - Annual HVAC Maintenance” not just “Contract 123”. Required field.
Contract NumberAuto-generated unique identifier. Can be customized to match your numbering system.
CustomerWhich customer this contract is with. Required field.
Primary ContactMain contact person for this contract. May differ from customer’s general contact.
StatusActive, Pending (awaiting signatures), Expired, Suspended, or Cancelled.
TemplateWhich contract template was used (Standard, Premium, Custom, etc.). Helps standardize offerings.

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Contract Period

FieldDescription
Start DateWhen the contract becomes effective. Scheduled maintenances begin on or after this date.
End DateWhen the contract expires. System can send renewal reminders before this date.
Auto-RenewCheckbox to automatically renew the contract for another term if customer doesn’t cancel.
Renewal TermIf auto-renewing, how long is the renewal period (1 year, 2 years, etc.).
Notice PeriodHow much advance notice customer must give to cancel (typically 30-90 days).

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Service Scope

FieldDescription
Service TypePreventive Maintenance, Corrective Maintenance, Inspection Only, Full Service, Custom.
Coverage LevelFull Coverage (parts + labor), Labor Only, Parts Only, or Inspection Only.
Response Time SLAGuaranteed response time for service calls under the contract (4 hours, 24 hours, etc.).
Service HoursWhen service can be performed: Business Hours, After Hours, Weekends, 24/7.
Excluded ServicesWhat’s NOT covered by the contract. Important for preventing disputes.

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Maintenance Schedule

FieldDescription
Planning FrequencyHow often maintenance occurs: Weekly, Bi-Weekly, Monthly, Quarterly, Semi-Annual, Annual, Custom.
Service WindowPreferred times for service: First week of month, specific days, after business hours, etc.
Tasks IncludedStandard tasks performed during each maintenance visit. Can link to checklists.
Estimated Hours Per VisitExpected labor time for each maintenance visit. Used for scheduling and profitability analysis.

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Pricing

FieldDescription
Contract ValueTotal annual value of the contract.
Billing FrequencyHow often customer is billed: Monthly, Quarterly, Semi-Annual, Annual, Per Visit.
Payment TermsNet 30, Net 60, Due on Receipt, etc.
Price Per VisitIf billing per visit, price for each maintenance call.
Hourly RateLabor rate for work beyond scheduled maintenance (if applicable).
Parts MarkupPercentage markup on parts if not included in contract.

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Performance Metrics

FieldDescription
Target UptimeGuaranteed equipment uptime percentage (e.g., 99.5%).
Penalty TermsWhat happens if SLAs are not met (credits, refunds, etc.).
Performance ReviewsHow often contract performance is reviewed with customer (quarterly, annually).
Structure contracts around asset types rather than generic “facility maintenance.” An “HVAC Contract” covering all heating and cooling equipment is easier to price and deliver than a catch-all agreement.

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Understanding Contract Components

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How Assets Link to Contracts

When you add assets to a contract, you’re defining exactly what equipment is covered. For each asset, specify: Coverage Type:
  • Full Coverage - All maintenance, repairs, parts, and labor included
  • Labor Only - Service visits and labor covered, customer pays for parts
  • Parts Only - Replacement parts covered, customer pays labor
  • Inspection Only - Regular inspections covered, repairs quoted separately
Why this matters: Clear asset coverage prevents billing disputes. Technicians know before arriving whether parts are covered or need customer approval.

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How Scheduled Maintenances Are Generated

When you save a contract with a planning frequency:
  1. System Creates Scheduled Maintenance Records - One for each maintenance cycle
  2. Maintenance Includes:
    • Linked assets (what to service)
    • Service date (based on frequency)
    • Tasks to complete (from contract terms)
    • Assigned technician or team
    • Estimated duration
  3. Work Orders Are Auto-Created - When the scheduled date approaches, Fentu creates work orders automatically
This automation ensures maintenance never gets forgotten and provides consistent service delivery.

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Tools and Equipment

Link tools to contracts when specialized equipment is required: Examples:
  • Refrigerant recovery equipment for HVAC contracts
  • Multimeters and testers for electrical contracts
  • Confined space equipment for tank/vessel contracts
  • Specialized diagnostic tools for specific machinery
Benefits:
  • Technicians know what to bring
  • Tool availability is checked before scheduling
  • Reduces wasted trips for missing equipment
  • Tracks tool usage and maintenance

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Contract Actions

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From the List View

View Details

Click contract name to see complete details, linked assets, scheduled maintenances, and history.

Edit Contract

Modify contract terms, update pricing, add/remove assets, or change schedule.

Generate Work Order

Manually create a work order for this contract outside the normal schedule.

Suspend Contract

Temporarily pause maintenance (customer closed for renovation, seasonal closure, etc.).

Renew Contract

Process contract renewal with updated terms and pricing.

Terminate Contract

End contract early (customer cancelled, sold equipment, switched providers).

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From the Detail View

When viewing a contract, you can:
  • Add or remove covered assets
  • Modify scheduled maintenances
  • View work order history and performance metrics
  • Generate reports (contract value, service completion rate, profitability)
  • Upload signed contract documents
  • Add contract notes and special instructions
  • Assign tools and equipment
  • Link document templates

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Contract Templates

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Creating Standard Templates

Build reusable contract templates for common scenarios: Example Templates:
  • Basic HVAC Annual - 2 visits per year, filter changes, visual inspections
  • Premium HVAC Quarterly - 4 visits per year, full system checks, priority service
  • Elevator Monthly - Monthly inspections per code requirements
  • Generator Quarterly - Load testing, fluid changes, battery service
Benefits of Templates:
  • Consistent pricing across customers
  • Faster contract creation
  • Standardized service delivery
  • Easier training for new staff

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Template Components

Each template should define:
  • Service frequency and tasks
  • Included and excluded services
  • Response time SLAs
  • Pricing structure
  • Required tools and equipment
  • Standard document templates

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Tips and Best Practices

Explicitly state what’s included and what’s excluded:
  • “Includes all routine maintenance and minor repairs under $500”
  • “Excludes abuse, neglect, or damage from other contractors”
  • “Parts over $1000 require customer approval before ordering”
Clear terms prevent disputes and protect your margins.
Create 3-5 standard templates covering 80% of your business:
  • Basic/Standard tier
  • Premium/Comprehensive tier
  • Equipment-specific agreements
  • Inspection-only agreements
Templates ensure consistent pricing and profitability across customers.
Match maintenance frequency to equipment needs and industry standards:
  • HVAC: 2x per year (spring and fall)
  • Elevators: Monthly (often required by code)
  • Generators: Quarterly with annual load test
  • Fire systems: Varies by component and code requirements
Over-servicing wastes time and money. Under-servicing leads to equipment failures.
Include annual price increase terms:
  • “Prices increase by 3% annually”
  • “Prices adjusted by CPI each year”
  • “First year rate locked, subsequent years market rate”
Protects margins as costs rise without renegotiating every contract.
Auto-renewal clauses improve retention but require careful implementation:
  • Clearly disclose auto-renewal terms
  • Send renewal notices well in advance (60-90 days)
  • Make cancellation process reasonable
  • Consider regulations in your jurisdiction
High retention rates don’t help if customers feel trapped.
Not all contracts are profitable. Track:
  • Actual hours vs estimated hours
  • Emergency calls vs scheduled maintenance
  • Parts costs if covered by contract
  • Customer satisfaction and retention
Drop or reprice contracts that consistently lose money.
Use contract notes to document:
  • Site access procedures (gate codes, check-in requirements)
  • Customer preferences (specific technician, after-hours only)
  • Equipment quirks or known issues
  • Billing preferences or special terms
Reduces confusion and improves service delivery.

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Common Questions

A Service Contract is an ongoing agreement defining the relationship, services, and pricing. A Work Order is a specific job performed under that contract.Think of it this way:
  • Contract = The relationship (like a gym membership)
  • Work Order = Individual visits (like each gym visit)
One contract generates many work orders over its lifetime.
When you save a contract with a Planning Frequency (monthly, quarterly, etc.), Fentu automatically creates Scheduled Maintenance records. These define:
  • What needs to be done
  • How often it happens
  • Which assets to service
Scheduled maintenances then auto-generate work orders when their due date approaches. This automation eliminates manual work order creation for recurring maintenance.
Yes! Edit the contract and add additional assets in the “Covered Assets” section. This is common when:
  • Customer buys new equipment
  • You discover equipment not originally included
  • Customer wants to expand coverage
Update the contract price when adding assets to reflect additional service requirements.
When a contract reaches its end date:
  • Status changes to “Expired”
  • Scheduled maintenances stop generating new work orders
  • Existing open work orders can still be completed
  • Contract remains in system for historical reference
System can send renewal reminders 30, 60, or 90 days before expiration.
Yes. Change contract status to “Suspended” when:
  • Customer location is closed for renovation
  • Equipment is offline for extended period
  • Seasonal business (shut down winter months)
  • Customer requested pause due to budget constraints
Suspended contracts don’t generate work orders but preserve all history. Reactivate when ready to resume service.
Edit the existing contract rather than creating a new one. Track significant changes in the contract notes:
  • Date of modification
  • What changed (added assets, pricing update, frequency change)
  • Who approved the change
  • New pricing or terms
This maintains continuity of service history while documenting evolution of the agreement.
Auto-renewal can improve retention but requires careful consideration:Pros:
  • Higher renewal rates (customers forget to cancel)
  • Predictable revenue
  • Less administrative work
Cons:
  • Some customers dislike auto-renewal
  • May face regulatory requirements
  • Can damage relationships if not clearly disclosed
Best Practice: Use auto-renewal but send clear advance notices and make cancellation reasonable.
Common pricing approaches:Time & Materials Plus Margin:
  • Estimate annual hours needed
  • Add cost of consumable parts
  • Apply margin (20-40%)
  • Result is annual contract value
Per Asset Pricing:
  • Set price per asset type (e.g., $800/year per HVAC unit)
  • Multiply by number of assets
  • Adjust for service frequency
Competitive Positioning:
  • Research what competitors charge
  • Position as value/premium/economy tier
  • Differentiate on service level, not just price
Track actual costs vs. contract revenue to ensure profitability.

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Related Documentation

Scheduled Maintenances

View and manage maintenance tasks generated from contracts.

Service Contract Wizard

Step-by-step guide to creating service contracts.

Assets

Link customer assets to service contracts.

Work Orders

Work orders are generated from contracts and scheduled maintenances.