Service Agreement management: Overview

Overview

When activated, you can access the service agreement, where you can manage all aspects of this agreement from scheduling to reporting on profitability and more.

Things to know

• Canceling a service agreement takes effect immediately and cannot be undone. You can't edit a service agreement after its canceled.

• If the agreement is in Auto-renew status, you can only change it to Rejected to prevent it from being automatically activated on its start date.

  Coming ST-78:

  • You can edit an activated agreement's duration, billing schedule, total agreement price, and covered locations — you don't need to cancel and rebuild the agreement.

    Note: The Edit duration and billing schedule permission is required to change the duration and billing schedule of an agreement. Please contact the account administrator on your team.

  • The Messages tab is available only if your account has the Messaging feature and the Service Agreement Messaging feature enabled. It is currently in Early Access and may not appear for all accounts.

Service agreement actions

To access a service agreement:

1. Search for the customer whose service agreement you want to manage.

2. On the customer record, click Service Agreements in the side menu. 
   
   The Service Agreements section of the customer record appears, showing all service agreements for the customer. In the Service Agreements list, you can:

   1. Click a Service Agreement to open the Service Agreement screen.

   2. Click Filter next to any column header to filter the list.

   3. Click Edit next to a Name to update the service agreement name.

   4. Click Edit icon next to a status to update the service agreement status. Available statuses include: Draft, Sent, Rejected, Accepted, or Activated.

3. Click Service Agreement. From the Service Agreement screen that opens, you can use the side menu to view: 

• Dashboard: Shows a high-level overview of the service agreement, including scheduling and visits, and billing information.

• Details: Shows information about the agreement, including the Account Manager on the agreement, the template used to create the agreement, a summary of the agreement, not to exceed the limit, and a PDF download of the agreement.

• Profitability: Shows details on profitability reporting, such as budget versus actual and expense details.

• Billing and Invoices: Shows billing schedule, payment terms, and historical invoice information.

  Coming ST-78:

  Locations: Shows the customer location(s) being serviced for the service agreement. To add locations covered by the agreement, click Add Locations and select a new location.

• Equipment: Shows the equipment added to the service agreement.

• Visits: Shows historical and future visit information.

• Materials: Shows information about the materials expected to be used on each visit of the agreement.

• Pull-Through Work: Shows any jobs, opportunities, and estimates linked to the service agreement as pull-through work.

• Audit Trail: Shows a chronological record of all changes made to the service agreement.

• Coming ST-78:

  Messages: Send and view communications related to the service agreement.

In the header, you can see information about the service agreement, including the status of the agreement, customer, covered locations, start date, duration, auto-renew setting, contacts, and the total agreement price.

• Click the Status to update the agreement status. 

  • On the Update agreement status screen that opens, click Activated to activate the service agreement if it hasn't already been activated. Click Canceled to cancel the service agreement. 

  • Click Update Status to change the service agreement status.

• Click the Customer to go to the customer's record. 

• Click Locations to view details of the locations on the agreement. On the Covered Locations drawer that opens, click location to view the location record. 

• Click Contacts to view details of the contacts on the agreement. The Contacts drawer opens. You can filter the list of contacts by Contact Method or Location Name. 

• If an agreement has auto-renewed, you can view the history of the agreement by clicking View History. On the Renewal History screen that opens, click the Agreement ID to view the previous agreement. 

• Click Location to view the location record. If there is a memo for the contact, hover over View Memo to see it. 

• To renew an agreement, click  next to the Total Agreement Price. Then click Renew Agreement. 
  When a service agreement reaches its end date, it automatically expires at midnight on the end date. You can see Expired service agreements with an Expired tag. You can't manually edit an expired service agreement.

Coming ST-78: Edit duration, billing schedule, and total agreement price

Use the Edit Duration and Billing Schedule modal to make mid-term changes to an activated agreement:

1. From the service agreement, click More at the top.

2. Select Edit Duration and Billing Schedule.

   

3. From here, you can:

   • Adjust the Duration by adding or removing time.

   • Update the Total Agreement Price (TAP).

     Note: This replaces the legacy Edit TAP entry point for agreements that use a billing schedule table.

   • Select a Billing Schedule or switch to a custom schedule.

   • Edit invoice summaries from the Actions column.

   • View the Revenue Recognition Schedule for straight-line and percent-complete agreements and Edit how revenue is recognized across periods.

     Note: Editing the future revenue recognition schedule is only applicable to agreements using the straight-line revenue recognition mode. It’s not available for traditional, percent-complete deferred revenue agreements.

For more, see Manage service agreement billing and invoices.

Note: The Edit duration and billing schedule permission is required to use this feature. Please contact the account administrator on your team.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Creating & Managing Service Agreements

• See Create a service agreement step 1: Summary and design

• See Change a service agreement status