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: : Creating a Contract
When a customer wants to subscribe a maintenance contract, you must enter it in the Help Desk module.
Prerequisites: the guaranteed response time and guaranteed fault repair time must be configured in Tools > Setup > Help desk setup > Tickets and responses > Contractual deadlines.
- Click on Help desk > Contracts > Customer contracts >
.
- In the New contract screen, enter the customer contract's general information. The contract must be linked to a project.
- Under the Maintenance and penalties tab, indicate if the customer wants to apply penalties if the requests are not handled and resolved within the deadlines.
- Save.
- Information regarding guaranteed response time and guaranteed fault repair time must be entered under the Services tab or under the Deadlines and plans tab.
You can update several contract lines and select the ones that are "not invoiced" at a time.
- Open a support contract with several lines.
- Under the Lines tab, select the lines and right click.
- Select Update the selected rows.
- In the dialog box that opens, check the Not invoiced box and validate.
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