A Contract is the heart of this PSA system. So whether you want to calculate the extended price of time-entry or manage your support billing then a valid contract record needs to be created for your Customer.

A Contract record stores details about:

  • Contract Type
  • Billing Methods
  • Contract Rate
  • Staff and their hourly rates
  • Contract Start & End Dates
  • Billing Contacts etc

You can create multiple contracts for a Customer.

Types of Contracts:
Basic: This type of contract needs to be created for automatic calculation of Extended price of time-entry.
In this present release only “Basic” contract type is supported. In future, we will be adding multiple contract types like T&M, Retainer, Block etc.

Please note that we plan to release a full Contract Management Module by April 23. In present version, contracts are needed to be created only for calculating the extended price for time-entry records.

Managing Contract lifecycle using Status:
Draft: When a new contract is created it is in draft status.

Active: To activate a draft contract, click button “Activate Contract”.  Deactivating a contract will change the status back to “draft” status. Only “Active” contracts can be selected in Case.
Once the contract has been activated the first time… certain fields get locked and only a few fields can be edited. These locked fields cannot be edited even when the contract has been de-activated. Refer section “Editing a contract” for more details.

: You can manually change the contract status to “Cancelled”. Once cancelled, it cannot be selected within a Case.

: PSA solution flows will automatically change the contract status to expired based on the “End Date” selected in the contract. Once cancelled, it cannot be selected across a Case.

Creating New Contract: Refer KB article

Editing a Contract: Once a contract has been activated there are certain fields that get locked for editing. These fields cannot be edited even when the contract has been de-activated (status = draft).
Below are the fields that get locked:
Customer, Contract Type, Start Date, Currency, Billing Method