Written by:Kbase QB6/16/2009 10:23 AM
I received the following query on how to create SLA Contract for prepaid hours:
".... We have got a few clients that buy a set number of hours from us each month, (example 15 hours) and this gets renewed every month, however if they go over the 15 hours within the month, they get charged at discounted rates for the extra time
The other is prepaid clients, they buy a block of hours from us, and whenever that block of hours finishes, they buy a new block, question I have is, what type of contract do I create here, because I want the system to trigger an email or a warning when the block of hours is near completion so that we know to tell them to renew, but I don’t want their contract to expire, because it will then mean me creating a new contract every 20 hours"
The main difference between the two contracts is that the first contract is a perpetual contract with the customer’s commitment to purchasing fix number of prepaid hours each month and at the end of the month all unused prepaid hours can (or cannot) be rolled over to the next month.
The second contract is Ticket – Standard Services. Service is provided as long as the balance of prepaid hours is positive. When the balance of prepaid hours reaches zero, the customer can purchase new block of prepaid hours which can be either the same amount of prepaid hours purchased originally or any other amount of hours offered by the MSP.
To implement the first contract in QoS-IT SLA Contracts create new contract line and name it: Perpetual Contract 15 Hours
On save the system will calculate Initial allotments X price per allotment and place the result in the retainer fee field and set the perpetual contract to yes. If at any time, the balance of prepaid allotments is negative then the customer is invoiced at the price set in price per negative allotments field. The second type of contract we will name as: Ad-hoc services 20 hours block:
Note: Always add service items to allotment type hours to ensure that the reported service hours at the case billing stage are deducted from the balance of prepaid hours.
Workflows are triggered by the SLA Contract’s status change or when the allotments balance reach certain level or by workflow “wait condition” whereas “time-out” equals First Payment Due or its month-anniversaries.
The following table demonstrates the relationships between contract lines fields and a reference to the corresponding workflows.
Perpetual Contract = No Perpetual Contract = Yes
Prepaid allotments
Price
Hours
SLA Contract status is Active
1,2
1
30 days before SLA Contract End Date
3
First Payment Due
5
4
On each month-anniversary of First Payment Due
6
7
Allotment balance is equal to 10 allotments or less
8
Allotments balance is negative
9
Workflows:
1. Email customer that contract is active
2. Invoice customer for the value of Initial Allotments x Price per allotment. Credit allotments with the amount equal to initial allotments
3. Email customer that contract expires in 30 days
4. Invoice customer for the value of Retainer Fee (per month). Credit allotments with the amount equal to initial allotments
5. Invoice customer for the value of Retainer Fee (per month)
6. Invoice customer for the value of Retainer Fee (per month)
7. Invoice customer for the value of Retainer Fee (per month). Credit allotments so that the new balance is not more than the sum of initial allotments + Maximum rollover of unused prepaid hours
8. Email customer that the balance for prepaid allotments is low
9. If invoice type = per case then invoice customer by the number of negative allotments times the higher value { price per allotment or price for negative allotments}
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