Microsoft CRM offers basic features to create SLA service contracts which comprising these three components: Contract Template, Contract (renamed as SLA Contract) & Contract Lines. QoS-IT enhances the out of the box SLA Contract’s features and offers IT Managed Service Providers a tool to design feature-rich SLA agreements with your customers, backed by QoS-IT background monitoring processes to ensure case resolution process complies with the terms agreed in the SLA contract.
Contract Template is the graphical presentation of each day of the week and the hours per day that service is provided to the customer under the SLA contract.
SLA Contract is administrative information about the customer, locations, contract duration, how to invoice customer and the SLA contract objectives. An SLA contract can be set as Contract Template to create other contracts with similar terms and conditions.
Contract Line is like a clause within a contract. Each SLA Contract has one or more contract lines for each response time, service type and allotments type.
Allotments are the method of payment for the services provided by MSP. QoS-IT offers four allotment types:
- Price - payment is against Service Items. Each Service Item carries the unique price structure agreed with customer.
- Hours – Customers purchase bulk of prepaid hours. Hours are deducted against each Service Item based on the performed IT works.
- Cases – Customers purchase prepaid cases and each resolved case deducts on case from the allotment’s balance.
- Ticket – Customers pay beforehand for Service Items at reduced prices.
Service Type – A Contract Line can be either for break-fix type agreement or Managed Services / Retainer Fee. QoS-IT background services bills the customer every month or other set period of time recorded in the SLA Contract, for managed services, monitoring and maintenance works provided during the month.
Service Catalogue - List of all IT services offered by MSP either at fix or hourly rates. Each service item is for works provided onsite, remote, helpdesk or in-house with detailed scope of IT works included in the Service Item and the fix or hourly rate to be charged for the provided IT service. Service Items are attached to the customer’s SLA contract and applied in the billing process, charging customer at the agreed prices and service terms.
Outsourced Services - List of outsourced network monitoring services such as Kaseya, Level Platform or N-Able provided as service to customers as part of the Managed Services contract line.
The SLA Contract is a printed document that can be attached to legally bidding agreement.
View sample of SLA Contract
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