Creating Contract Templates

Contracts record service level agreements (SLA) and entitlements The service support that is available to a customer, as written in a contract. For example, the type of support and the total number of minutes with a customer service representative.. You can create contracts for new and existing customers and specify the type of service and terms that apply to each customer. This information includes the duration The amount of time that a record is in effect. of the contract, how many calls or e-mail messages purchased, what hours and days of the week coverage is available, and the service entitlements. The contracts can also include the metrics for that entitlement, such as the response time; preventive maintenance plans; which products or parts of the product are covered; and service details such as the type of service and billing for labor, parts, and other expenses.

Creating a Contract Template

You can use templates The frameworks for e-mail messages, contracts, or articles. Templates are used to ensure consistent layouts and content in similar types of documents. to make sure that contracts are consistent across the organization. Contract templates pre-define the billing frequency A pre-defined period of time that specifies how often a customer should be billed. Common billing frequencies are monthly, quarterly, and annually., allotment type A unit of service, such as a case or a range of coverage dates, specified in a service contract that indicates how much access a customer has to customer service., and service coverage The specific hours and days of the week for which service support will be provided. This is defined in the contract template, but is not enforced by the system.. You can create different templates for different types of customer service support and define the elements of the contract. For example, you can create one contract template for software support and another one for hardware support.

More information: Work with Contract Templates

Using a Template to Create a Contract

When you create a contract, you can either start with a contract template or an existing contract, in which case, the new contract inherits the copied contract's template. After the contract is activated or invoiced, the contract template selection cannot be changed. Changes to the contract template do not affect contracts based on the original contract.

More information: Creating Contracts