Feature

Description

Availability

Included Service Calls

This feature can be used to define the number of free service calls and the paid service calls per Month or Year.

For example, a maximum of 2 service calls per month at no charge, and additional service calls are billed at $50 per call.

Service agreement

Service Labor Overages

This feature can be used to define the per-hour labor charge for the excess time spent on a call when the call exceeds the duration allotted by the back office.

For example, with a service call scheduled for 2 hours at $40 an hour, when the call runs into the third and fourth hours, the third and fourth hours are billed at $30 an hour.

Service agreement

After Hours Service

This feature can be used to define how to bill a call scheduled for after-hours service.

You can bill by the hour or set a fixed charge for the entire call.

You can also specify whether after-hours service will be available only on weekdays, weekends, or holidays.

For example, service calls during regular hours are billed at $50 per call, and calls after regular hours and on weekends are billed at $70 per call.

Service agreement

Monitoring agreement

Truck Roll Fees

This feature can be used to define the transport-related fee to get the items to the work site.

Service agreement

Preventative Maintenance Visits

This feature can be used to define how to bill pre-scheduled on-site visits for preventive maintenance.

You can bill by the hour or per service call, month, or year.

You can also specify whether the on-site visit will be scheduled One-Time, Daily, Weekly, Biweekly, Monthly, Bimonthly, Quarterly, Semiannually, or Annually.

For example, a monthly on-site visit for preventive maintenance billed at $50 per hour.

Service agreement

Monitoring agreement

Guaranteed Service Response Time

This feature can be used to set monthly or annual charges for a guaranteed response to the customer in 'X' hours.

You have the option to provide the guaranteed-response service After hours on weekdays, After hours and weekends, and After hours, weekends and holidays.

For example, Guaranteed service within 2 hours of contact and available after regular work hours on weekdays and all day on weekends.

Service agreement

Monitoring agreement

Plan Coverage Details

This feature can be used to add other informational details to the plan.

This does not contribute to the price of the plan.

Service agreement

Monitoring agreement

Equipment/Materials Discount

This feature can be used to specify a discount for new/additional products or replacements added during the duration of the service contract.

For example, a 10% discount on all newly installed products or replacements, effective during the contract duration.

Service agreement

Automatic Plan Renewal

This feature can be used to trigger an automatic renewal of the relevant service contract on the expiration date of the contract.

For example, using the Automatic Plan Renewal feature with a 1-year extension in a Service Plan that ran a contract from January 1, 2022, to December 31, 2022, will automatically renew the contract on January 1, 2023, and set the new expiration date to December 31, 2023.

Check out this article for more details.

Service agreement

Monitoring agreement

System Monitoring

This feature can be used to define how to bill proactive maintenance and performance optimization services provided for products.

You have the option to bill per month or per year.

For example, monitoring the status and health of connected devices round-the-clock costs $200 per month.

Service agreement

Monitoring agreement

Remote Support

This feature can be used to define how to bill services provided remotely via Remote Access, Video Collaboration, and such solutions.

You can specify the number of free remote sessions per Month or Year, the duration of the free sessions, and the rate when the session duration is exceeded.

For example, a maximum of 4 30-minute remote support sessions per month is free, and sessions that exceed 30 minutes are charged at $50.00 per hour.

hour.

Service agreement

Monitoring agreement