Understand differences between memberships and service agreements

Memberships

Service agreements

Sales process

Because of the repeatable nature of memberships, they are more often sold in the field by technicians or by CSRs in the call center. The sales process is quick because there is no required proposal.

Service agreements are typically sold from the office. Normally, there are on-site inspections at each location to draft an appropriate service agreement proposal.

Pricing

Predetermined by the admin who initially set up the membership types.

Pricing is determined based on the specific needs of the commercial location, equipment types, and quantities.

Setup

Memberships are pre-structured offerings typically made by an office administrator with predefined options.

Each service agreement can be tailored specifically to the requirements of the commercial customer.

Memberships

Service agreements

Are discounts included in the setup?

Yes. You can configure membership discounts in the membership type directly or within the pricebook's Member Price field.

Yes. For the planned maintenance visits, you can directly input the labor rate used to determine the total agreement price.

For unplanned or pull-through work, you can associate a client-specific pricing rule that automatically applies preferred rates and discounts while the agreement is active.

Is the offering designed to be sold in the field?

Yes. However, memberships can also be sold from the office.

No. Service agreements are designed to be sold from the office and leverage the equipment details previously captured by technicians during site walkthroughs.

Is the plan standardized or pre-built by an administrator?

Yes. Memberships are typically built out by an office administrator to be sold repeatedly.

Yes. Service agreements can be standardized or customized per opportunity based on equipment and needs.

Can Client Specific Pricing (CSP) rules be applied to the agreement?

No. However, CSP can be applied to invoices connected to the membership's jobs recurring service event invoices.

Yes. Service agreements were designed for the commercial use case where CSP and rate sheets are often used for pull-through work.

Can I designate an account manager, not-to-exceed limit, and service level agreements to the offering?

No, NTEs and SLAs are not expected in memberships and are more typical in service agreements.

Yes. In the Service Agreement details, you can designate an Account Manager, not-to-exceed limit, and SLAs on the agreement-level. This information is passed to the technician on every visit.

Recurring Services

Memberships have recurring service events which happen on a specific schedule where the work being performed is identical.

The visit schedule can be customized per agreement, accommodating cases where the work performed on each visit might be identical or unique based on the season and equipment being serviced.

Functionality

Memberships

Service agreements

Ability to duplicate a visit during the creation of an agreement

Yes

Yes

Ability to see what equipment should be serviced on a particular visit

Yes

Yes

Ability to email the proposal or estimate for the agreement directly from ST

Yes

Yes

Ability for technicians to sell an agreement from ServiceTitan Mobile

Yes

No

Ability to tie the service agreement to multiple locations selectively

No

Yes

Ability to generate pricing for the agreement based on labor and material costs instead of a flat rate

No

Yes

Ability to track Budget vs Actuals (profitability of the agreement)

No* (Account configuration required)

Yes

Generate a custom PDF version of the agreement that can be sent off for approval

No

Yes

Ability to track different new agreement opportunity statuses such as In progress, Sent, or Accepted

No

Yes

Track agreement renewal opportunities

Yes

Yes

Transfer agreement fields like NTE, SLA, Check-in Contact, and Check-out Contact to job summaries automatically

No

Yes

Create new locations when creating a new agreement

No

Yes

Create new contacts when creating a new agreement

No

Yes

Guided deferred revenue setup

Yes

Yes

Ability to surface material list on the printed proposal

No

Yes

Create equipment records, including serialized equipment, that carry over to the location at agreement creation

No

Yes

Ability to see Service Agreement tags from mobile

Yes

Yes

Memberships

Service agreements

Customers

Individual residential homes

Apartment buildings or complexes, industrial or commercial buildings, national chains or retailers, or city buildings such as schools, campuses, and hospitals

Scope of work

Template service plan that is offered as a pre-built package

Template or Custom service plan per opportunity that is proposed based on the unique needs and demands of a business

Number of equipment items

Typically between 1 to 3

Typically between 3 to 100+

Nature of visit

Same across customers

Varies across different customers

Price

Typically range from $100 - $400

Typically range from $1,000 - $100K

Billing frequency

Upfront, Monthly, Every Other Month, Quarterly, Bi-Annual, or Annual

Same options as memberships plus an additional Time of Service billing type where invoices are generated only after a visit is performed. The billing schedule can be selected per agreement to accommodate the requirements of different commercial customers' accounting departments.

Renewal

For fixed memberships, renewal tasks are sold on estimates or invoices. On-going memberships do not expire.

You can configure each service agreement to automatically renew using the auto-renew feature or to expire on a certain date.

Structure of terms

Typically a line item on an estimate or invoice with a brief description of included services

When required, can support detailed, multi-page documentation that outlines agreed-upon services, locations, equipment, service-level agreements, and more