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Contracts and SLA

What you promised, measured on every ticket

The contract sets the scope, the SLA and the hour bank. Every ticket inherits it: the clock runs to the minute, logged hours draw down the bank and renewals are flagged early.

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  • SLA with business hours and holidays
  • Hour bank balance on the portal
  • Alert before a breach

Communication and customers

Contracts and SLA: what it does

The whole contract

Description, term, units, annual value, scope, SLA, billable items and the supplier that services it. It keeps its files, the signed copy and the annexes, and who changed what and when. A new ticket only offers active contracts.

SLA counted to the minute

Response and resolution, in business or calendar hours, on your schedule and your holidays. The contract deadline comes first; if there is none, the one for the work type, then the general one. The record shows which applies.

Before the breach

The clock pauses when the next step depends on the customer. attendo alerts you before a breach, flags anything past due as OVERDUE and escalates the ticket if nobody picks it up.

Hour banks

Hours logged on each document are automatically deducted from the prepaid hour bank. When it runs out, attendo alerts you, and the customer sees the balance on the portal without having to ask.

Expirations and renewals

The list of the whole portfolio shows what expires in 30, 60 or 90 days, and each item decides who is alerted beforehand. Renewing or duplicating creates the next contract with its item, amount, supplier and tags.

Profitable or not

Profitability per contract compares what was invoiced with the hours, materials and travel logged, counting only the days in force. What was invoiced comes from the sales documents that go to your ERP.

How it works

Step by step

  1. Step 1

    You add the contract

    Manually or imported from Excel with its line items: term, scope, SLA and hour bank.

  2. Step 2

    Tickets and plans inherit it

    Every customer document inherits it, and preventive maintenance plans are assigned with their contract, asset by asset.

  3. Step 3

    It measures itself

    The SLA runs on your business calendar and logged hours draw down the hour bank.

  4. Step 4

    You review it with the customer

    With the SLA compliance report, hour bank usage and the renewal alert.

SLA compliance report with filters by customer, agent and contract, response and resolution compliance against target, and the detail per document.
The SLA report, filterable by contract, ready for the review meeting.

Where it is used

It fits every area

Industry solutions

attendo Ticketing attendo CMMS attendo CRM attendo Field Service attendo After-Sales attendo Customer Service

Industries that use it

Honesty

Where it fits (and where it does not)

  • Hours logged outside a document are not deducted from the hour bank. They are logged on the ticket or the work order, which is where they count.

  • It does not invoice the contract. attendo prepares what is billable and the invoice is issued by your connected ERP: attendo is not an ERP or accounting software.

Works with

Modules that go hand in hand

Customer, supplier and partner portals

Customers, subcontractors and partners reach their own, your brand

See Customer, supplier and partner portals

Business documents

Quotes, orders and delivery notes in sequence; invoices in your ERP

See Business documents

attendo Flows, Business Process Flow (BPF) and AI-Flows

Flows, phased processes with approvals, and AI inside the flow

See Flows and AI-Flows

Sales AI

The AI in attendo CRM: clean, scored leads with a draft reply

See Sales AI

Glossary

Glossary terms

Support and service

SLA

Service level agreement

An SLA (service level agreement) is the written commitment, usually part of a contract, on how quickly you will respond to and resolve a customer’s tickets.

Support and service

Hour bank

Prepaid hours · block of hours

An hour bank is a block of service hours bought in advance that is drawn down as work is done.

Support and service

First response time

FRT

First response time is how long your team takes to send a meaningful reply after a ticket comes in.

Sales and customers

Churn

Customer churn · churn rate

Churn is the loss of existing customers, usually because they do not renew their contract.

See all 53 glossary terms

Frequently asked questions

Frequently asked questions

Does the SLA account for holidays and business hours?

Yes. It is counted to the minute on your business calendar, in business or calendar hours depending on the contract. Anything that comes in on a holiday follows the after-hours process.

What happens when the hour bank runs out?

attendo alerts you. The balance shows on the contract and on the customer portal, so the conversation about topping it up starts with the data in front of you.

Can a ticket have a different deadline from the contract?

Yes. The contract deadline comes first; if the ticket has none, the one for its work type, and if not, the general one. The record shows where its deadline comes from.

Can I import my current contracts?

Yes. Customers, contacts, contracts with their supplier, line items and tags load from Excel or CSV, with the file checked in full before saving.

Who sees each contract?

Whoever has permission. A sales rep with an assigned portfolio only sees and changes their own customers’ contracts, also in reports, exports and the API.

Request a demo

Try it with your processes

We will show it to you with your own document types and the way you work. If it is not a fit, we will tell you.

  • With your operation, not a generic demo
  • A real person from our team replies
  • No cold calls afterwards

Would you rather talk first?

Which area do you want to see in the demo?

With your work email we prepare the demo around your case.

In one or two sentences.

If you chose Maintenance (CMMS)

If you chose Field work (Field Service)

If you chose Facility Management

If you chose any other area

Only if you would rather we call you.

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