⚠︎ Service Agreements and Memberships are separate systems. Use Memberships for residential (high-volume, low-dollar, field-sold). Use Service Agreements for commercial (low-volume, high-dollar, office-negotiated with NTE limits, equipment-specific coverage, e-sign, and document templates). Do not use Memberships for commercial customers — you lose NTE tracking, equipment-specific coverage, and the document/e-sign workflow.
a. Go to Settings > Operations > Service Agreement Templates.
b. Click Add and fill in the required details: Name, Tag, Revenue Recognition (choose Immediate or Deferred), and Billing Pricebook Service. For Deferred, also fill in GL Account, Canceled Agreements, and Negative/Positive Pricebook Services. Optionally set Default Values (pricing rules, document template, duration, billing schedule, payment terms, auto-renew, start date logic, pricing logic, cost markups/surcharges, and marketing campaign).
c. Click Save.
⚠︎ Templates can't be deleted, only deactivated. Edits only affect future agreements, not existing ones.
a. Go to Settings > Operations > Service Agreement Templates.
b. Go to the Visit Templates tab, click Add New Template. Fill in the Visit Details, Job Details, and Cost Estimates, then click Add Visit Template.
c. In the Scope of Work step, click Add Visit and select an active Visit Template. The visit details (name, recurrence, window, pricing, job type, labor/material costs, equipment, and task summary) auto-populate from the template. Review and save to complete.
a.Step 1 – Summary & Design: From a Customer or Location record, click Create Agreement. Enter the agreement name, select a template and business unit, choose a document design, and optionally assign an account manager, sold-by employee, tags, and summary.
b.Step 2 – Locations & Contacts: Add existing or create new service locations. Optionally assign billing, schedule, check-in, and check-out contacts to each location.
c.Step 3 – Equipment: Add existing or create new equipment for each location. Filter or search to find the right equipment, then continue.
d.Step 4 – Scope of Work: Set the agreement duration, auto-renew preference, and proposed start date. Add visits per location, each with visit details (name, window, recurrence), job details (type, business unit, technician), cost estimates, services, equipment, materials, and an optional task summary.
e.Step 5 – Pricing: Set the total agreement price manually or via markup/surcharge on labor and material costs. Optionally assign a client-specific pricing rule for any unplanned or pull-through work.
f.Step 6 – Billing Schedule & Payment Terms: Select a billing schedule (Time of Service, Upfront, Monthly, etc.), payment terms, payment method, and billing address.
g.Step 7 – Preview & Send: Preview the agreement to verify all details, then send it to the customer via email or download it. Once sent, the status automatically updates to Sent.
⚠︎ The agreement is created in Draft status. Use the SA workflow to advance it: Draft → Sent → Accepted → Activated. You can attach a document template and use e-sign for customer approval. Once Activated, the agreement generates scheduled visits and billing automatically.
⚠︎ This feature is currently in Private Preview and available for specific accounts. It is subject to change. If you want to enable this feature for your account, join the waitlist.
a.Create an Opportunity: Go to CRM > Opportunities, click + Create Opportunity, fill in the name, pipeline (select Service Agreement), and any optional details (owner, customer, location, value, dates), then click Save. Note: Creating an SA from a customer or location record automatically creates an opportunity.
b.Add a Service Agreement: Open the opportunity, go to the Service Agreements tab, and click + Add Service Agreement. Enter the agreement name, template, and business unit, then click Save & Continue to start creating the SA or Save & Finish Later to return to it. The opportunity automatically moves to the Propose stage.
c.Close the Opportunity: Once the customer accepts the SA, the opportunity automatically moves to Closed Won. If rejected, manually close it by clicking Close > Lost, selecting a lost reason, and clicking Mark as Closed Lost.
a. Go to Accounting > Recurring Billing. In the Create Run section, enter start and end dates for your billing run and click Search Customers. Select the checkboxes for the recurring charges you want to bill. If the customer has a stored payment method on the membership, they are automatically charged.
b. To configure automatic billing rules, go to Accounting > Recurring Billing > Automatic Billing Rules. Set the billing schedule — the system processes billing runs daily via a background batch job for memberships whose next billing date has arrived.
c. To resolve a failed or unattempted payment, go to Accounting > Recurring Billing > Billing History. Click Failed Payment or Unattempted Payment to select the invoice you want to add payment information to.
d. Enable customer notifications so customers receive receipts for successful charges and alerts for failed payments via Settings > Communications > Customer Notifications.
a.Add a Visit: From the agreement's Visits tab, click Add Visit, select a location, and fill in the visit name, window, job type, cost estimates, and optional task summary. Click Continue to save.
b.Edit a Visit: Click the visit name, then Edit Visit, update the fields, and click Save. Note: visits already booked into a completed job cannot be edited.
c.Book a Visit into a Job: From the Visits tab, click Book Job under the visit, or go to Follow Up > Service Agreement Visits, find the visit, and click Actions > Book a Job. For bulk booking, select multiple visits and click Book Jobs, filling in job type, arrival window, start time, and technician.
d.Attach a Visit to an Existing Job: Find the job via search, scroll to the Service Agreement Visit section, click Attach Visit, select the unscheduled visit, and click Attach to Job. This can also be done during call booking — if unscheduled visits exist, a banner appears on the Call Booking or Bookings screen; click Attach Visit, select the visit, and proceed to book.
e.Dismiss or Delete a Visit: Use Dismiss to mark a visit complete without altering the agreement scope or price. Use Delete to permanently remove the visit and update the scope of work.
f.Follow Up & Export: Go to Follow Up > Service Agreement Visits to view, filter, schedule, or dismiss upcoming visits. Click Export to download the list in Excel, PDF, or CSV format.
a.Dashboard Overview: The Dashboard view provides a high-level summary of the agreement. In the Visit Status section, add scheduling notes, book upcoming visits, or dismiss/delete visits. In the Billing Status section, view the amount billed, remaining balance, billing schedule, and next billing date.
b.Follow Up & Filter: Go to Follow Up > Service Agreements to view all agreements in a table. Use filters (name, status, customer, location, dates, tags, auto-renew, etc.) to narrow results. Click any agreement, customer, or location name to open the record directly. After filtering, click Export to download the list in Excel, PDF, or CSV format.
c.Change Prices in Bulk: Select agreements, click Actions > Change Prices, choose a flat ($) or percentage (%) adjustment, enter the value, and click Increase or Decrease Prices. For agreements using Markup & Surcharge pricing, choose whether to switch to manual pricing or update markup/surcharge values instead.
d.Change Status in Bulk: Select agreements, click Actions > Change Status, select the new status, and click Change Status. Note: Activated agreements cannot have their status changed.
e.Edit Agreements in Bulk: Select agreements, click Actions > Edit Agreements, search and update the desired fields, and click Apply Changes.
f.Renew Agreements in Bulk: Select agreements in Activated status, click Actions > Renew Agreements, and click Renew Agreements. This creates a renewal for each selected agreement in Draft status.
a. Go to Accounting > Recurring Billing, click Create Run, set the date range, click Search Customers, and locate the customer.
b. Click Generate and Charge Invoice, choose Generate and Charge Invoice or Only Generate Invoice, name the billing run, and click Generate Invoice.
c. Click View Results, select the Invoice #, and click Email to send it to the customer.
⚠︎ Billing schedules cannot be changed on activated agreements. You must cancel the existing agreement and create a new one.
a. Go to the customer profile, open the Service Agreements tab, and review the current agreement details. Then click Create New Service Agreement and enter the customer and service details.
b. In Billing Schedule and Payment Terms, set the schedule to Monthly, review the agreement for accuracy, then save and activate it.