Service Agreement Background - Multiple Locations
Let's discuss the functionality by using the following example:
- The Service Agreement is called a VIP Club
- The price for 1 System is $200, additional Systems are $150
- Mrs. Smith has 2 locations - her home and a rental property.
- The home has 1 System - downstairs
- The rental property has 2 Systems - basement and garage.
Currently, the software is programmed such that once a Customer has a Service Agreement, the next Service Agreement added to a System, regardless of location, it is considered to be the second System. As a result it is going to look at the price tiers and pull the price for the second System, or for pre-9.0 Service Agreements, find a Service Agreement that has a unit range of 2.
Using the example above, if Mrs. Smith first signs up for a VIP Club at her home, the price to cover her downstairs System will be $200.
Then, if she signs up for the VIP Club at her rental property the price of those two Systems will be $300 - $150 for the basement and $150 for the garage.
What most people are expecting is for the rental property to be treated separately than the home such that the price would be $350 - $200 for the basement and $150 for the garage.
Unfortunately, this is not the case because the price tiers are based on the Customer record, not each Location.
To address this issue, we are creating a setting where you can setup the Service Agreement Plans to base the pricing on Location, rather than the Customer. See the screenshots below.
With this setting, if changed to Location pricing, the rental property Service Agreements would be priced at $350 because the price tier would start fresh for the rental and ignore any other activity at other locations for the customer.
This setting will be available soon - possibly this weekend - 3/30, most likely during the week of 4/1.
However, this setting will only be available for 9.0 Service Agreements. We are not making this backwards compatible with pre-9.0 service agreements. So if you want to take advantage of this functionality you will need to convert your agreements to 9.0.
Here are other issues with Service Agreements that are currently being addressed:
Issue - Renewals
You have a Service Agreement that has the range of 1 to 1. The Service Agreement is active for a Customer. The technician is trying to add the renewal to the invoice for the future (say the
Service Agreement expires in 2 weeks). When you try to add the Service Agreement to the invoice that Service Agreement option does not appear (only the additional systems).
The problem is because the Service Agreement is active, the software thinks that you are adding a new Service Agreement and thus is looking for Service Agreements that are priced for Systems 2 and above.
The net result is the "renewal" is at the wrong price.
Short Term Solution
You can change the unit range on the Service Agreement from 1 to 1 to 1 to 2 or 1 to 10 to allow this agreement to be appear as an option.
Long Term Solution
We are changing the flow for when a Service Agreement gets added to an invoice. The first step will ask if you are planning to add a New Service Agreement or Renew an existing one. If you are renewing, like in this example, the software will pull the price that you paid initially and then you can set the start time for the renewal. There will be no need to select the agreement, because you are renewing the same agreement. If you are looking to change the agreement - whether it is an upgrade or downgrade of services - then you will have to create a new agreement rather than "renew".
Issue - Tune Up/Service Call Management
There are random problems that popup regarding the Service Agreements and the associated tune ups. Sometimes the software doesn't create a tune up, sometimes too many are created, sometimes the user deletes a tune up by accident, etc.
Solution - Ability to "Fix" a Service Agreement
On the Customer record, we are going to expand the Edit Service Agreement functionality. From here you will be able to create new tune ups and indicate that tune ups are closed. This will give everyone self-management of any problems that might occur. In addition, we are adding functionality where you will not be able to Delete a tune up associated with a Service Agreement. You can Close a Service Agreement Tune Up, but not Delete it.
Other Known Issues Being Address:
- Add service agreement to an invoice from app, status is Not Authorized, sync, and then another tech pulls the invoices and marks the invoice as completed, the service agreement is not being created
- Add service agreement to an invoice from app, status is Not Authorized, sync, and then from the cloud mark as complete, the service agreement and tune ups are created but the counter in the service agreement table is wrong
- Service Agreement Dashboard when exporting the Sales Report it does not always include the name of the tech that sold the agreement
- When deleting a Service Agreement and selecting the option to delete the associated tune ups, it does not delete the tune ups
- Can't set price on 9.0 Service Agreement to $0
- 9.0 Service Agreement when sold for multiple systems, in the invoice, multiple "contracts" are being created - one for each system, instead of a combined contract
- Sometimes the description of the Tune Ups is repeating the System name
- If you edit the Service Agreement on the customer record it will create duplicate Tune Ups.
- On the customer record, Service Agreement table, we are adding two columns - Created By and Created Date - so that we can all have visibility to who created the service agreement and when. Often times Service Agreements are being back-dated or set for a future time and it creates confusion when trying to troubleshoot.
- On the customer record, Service Agreement table, we are adding the Date Created to see when the service call, most notably the service agreement tune up was created.
Screenshot - Setting Pricing Based on Customer
Screenshot - Setting Pricing Based on Location