--- title: "Service contract management with SLA tracking | attendo" description: "Contracts with scope, SLA and hour bank. Deadlines run to the minute on your business calendar, hours are drawn down as logged and renewals are flagged early." url: "https://attendo.me/en/modules/contracts-and-sla" lang: "en" --- # 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. - SLA with business hours and holidays - Hour bank balance on the portal - Alert before a breach ## 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. ## Step by step This is how it is used day to day, on the same document as the rest of the modules. ### Step 1 · You add the contract Manually or imported from Excel with its line items: term, scope, SLA and hour bank. ### Step 2 · Tickets and plans inherit it Every customer document inherits it, and preventive maintenance plans are assigned with their contract, asset by asset. ### Step 3 · It measures itself The SLA runs on your business calendar and logged hours draw down the hour bank. ### Step 4 · You review it with the customer With the SLA compliance report, hour bank usage and the renewal alert. ## It fits every area Industry solutions [attendo Ticketing](https://attendo.me/en/ticketing) [attendo CMMS](https://attendo.me/en/cmms) [attendo CRM](https://attendo.me/en/crm) [attendo Field Service](https://attendo.me/en/field-service) [attendo After-Sales](https://attendo.me/en/after-sales-service) [attendo Customer Service](https://attendo.me/en/customer-service) ### Industries that use it - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance): The request already knows what the contract covers - [Repair and after-sales service](https://attendo.me/en/industries/after-sales-repair): Every brand with its contract and SLA - [IT services and MSPs](https://attendo.me/en/industries/it-services): Every contract with its SLA and prepaid hours - [Compliance for consulting firms](https://attendo.me/en/industries/compliance): Evidence with a trail, and your firm in order - [Elevators and escalators](https://attendo.me/en/industries/elevators): Entrapments go to the closest technician - [Consulting and professional services](https://attendo.me/en/industries/professional-services): Hours that get logged, retainers that add up - [And any other business](https://attendo.me/en/industries): attendo can be set up for any line of business. See all industries ## 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. ## Modules that go hand in hand ### [Customer, supplier and partner portals](https://attendo.me/en/modules/customer-portal) Customers, subcontractors and partners reach their own, your brand ### [Business documents](https://attendo.me/en/modules/business-documents) Quotes, orders and delivery notes in sequence; invoices in your ERP ### [attendo Flows, Business Process Flow (BPF) and AI-Flows](https://attendo.me/en/modules/flows) Flows, phased processes with approvals, and AI inside the flow ### [Sales AI](https://attendo.me/en/modules/ai-crm) The AI in attendo CRM: clean, scored leads with a draft reply ## 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](https://attendo.me/en/glossary) ## 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. ## 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? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)