"Service Contracts": SE/CT Programs

• When you have both modules, you can set up Service Calls which provide service to equipment on a Contract.

Contracts for equipment can be created directly in the Contract Maintenance (CT30) program or through the 'Generate Contracts' option in Enter Invoices/Direct Bills/Credits (IN41).

• In IN41, click on the Tools option from the menu bar and then select 'Generate Contract'. For more information on this option, click here

• For complete details on creating contracts in CT30, click here.

  Once all of the necessary information for the contract is entered in the Information, Equipment and Billing folders of CT30, you can add information to the Service Program folder. The information entered on this folder is used for billing purposes when a service call is entered in Enter Service Calls (SE30) for the Customer/Equipment/Serial Number combination on the contract.

  • The information entered in the following fields in CT30/Service Program is automatically transferred to these fields in SE30/Dispatch:

    CT30/Service Program Field:		SE30/Dispatch Field:
    Contact		Contact
    Telephone		Tel/Extension
    Technician		Technician
    Field Rate		Field Rate
    Travel Rate		Travel Rate

  • In addition:
    • The 'Labour is included?' check box on the Service Program folder in CT30 determines whether or not Labour prices are included when an entry is made on the Time folder in SE30.

    • The 'Parts are Included?' check box and the 'Excepted Parts' list on the Service Program folder of CT30 determine whether or not the price of the parts are included and which parts are an exception when Part Numbers are entered on the Parts folder of SE30.

  Example:

  Here is an example to illustrate how programs from the Service module and the Contract module interact. Our client has purchased a photocopier (Copier 123) and now wants to add a Contract for the copier. The contract for the copier is to include a Service Contract that enables the client to pay for regular maintenance on a monthly basis, i.e. $50.00 for preventative maintenance on the copier.

  • On the Service Program folder in CT30, we will set up the client's Contact, Contact phone number, Technician, Field Rate and Travel Rate (optional) for our copier. The contract will also include Labour but not Parts.

  • On the PM folder of CT30, we will complete the PM information. We'll set up a 30-day PM Program for the copier. PM Programs are maintained in PM Program (CT11). We'll set the 'Last PM Date' to the current date and the 'Next PM Date' will default to one month from today. Any additional details can be entered into the Maintenance Details information box.

  • The information entered on the PM folder of CT30 displays on the PM folder of SE30 when a service call is created for the contract associated with the Customer/Equipment/Serial Number combination. Note: The PM folder is only accessible in SE30 if the 'Type of Call' selected on the Dispatch folder is flagged as 'Preventative Maintenance' in Call Types (SE14).

  Service Calls for Preventative Maintenance can be entered manually via SE30, or can be automatically generated through the Preventative Maintenance Due (CT50) program.

  • For more details on SE30/PM, click here.

  • To continue with our example, we'll run the Preventive Mnt Due (CT50) report to list all equipment that is due for PM.
    • We'll set the 'Preparation Date' restriction to be the same as our 'Next PM Date' from CT30/PM Program, which is one month from the current date.

    • We'll run CT50. When we enter the Acceptance Codes, the following message displays: "Generate Service Calls for contracts printed on this report? Yes/No". We'll click Yes to generate a service call for the contract.

  • A Service Call is created by the system for the current contract (Copier 123 purchased by our client).

  If we return to the PM Program folder in CT30, we will see that a service call code is displayed in the 'Service Call in Progress' field.

  • Now that we know the Service Call code assigned to the contract, we can see the details of the service call in the SE30 program.

  • In the Dispatch folder of SE30, the Contract Info automatically populates in the relevant fields, including the Contract Info field, Contact, Tel, Technician, Field Rate, and Travel Rate.

  • Assuming that the call is taken, and the technician has completed the PM, the following information will be updated in SE30:
    • In SE30/Parts, if the technician required a part for the service contract, it will be entered here. We'll assume that a part was required (recall that parts are not covered by the contract in our example).

    • In SE30/Time, the technician's time on site is entered. In this case, the technician was on site for 2 hours. The discount on this folder should be set to 100% because labour is covered by the contract.

    • In SE30/PM, the 'Due' check box is selected, and we must select the 'Done' check box.

    • In SE30/Close, we'll close the service call because it is complete.

  Now we'll run the Invoice Listing and Creation (SE42) program to execute the 'close' and 'invoice' for the service call. Once the acceptance codes are entered, the sales order for the service call is processed and the invoice is created.

  • Once SE42 is complete, the CT30/PM folder no longer displays the Service Call number in the 'Service Call in Progress' field, and the 'Last PM Date' and 'Next PM Date' dates advance to the next date e.g. by 30 days.

  • the Current Meter reading entered on the PM folder of SE30 is also updated on the PM Program folder of CT30.

  Because the service call is closed, we can see the service call in Service Call History (SE45).

  Now we'll run the Equipment Income Report (CT51). This report shows us the income generated from our contract and it also shows the costs incurred through the contract in the Expense column(s).