The Service series will continue next month with MasterClass Service III taking place on Wednesday, August 28, 2024.  Additional Service training opportunities will be available later this year.

In Q360, we differentiate between Labor Rates and Service Rates, although these are often closely related.  Labor Rates include setting your labor hour rounding rules and minimum labor hours charged.  Service Rates include defining discount percentages based on service types and details.  For example, at a particular Service Coverage level, you may wish to discount all labor by 100%, but only discount equipment by 25% (customer does not pay for labor, but does pay for parts at 75%).  Labor Rates may be set up in the Accounting module by following path Accounting main menu > Admin > Misc > Labor Rates, while Service Rates may be set up by following path Accounting > Admin > Service Admin > Service Rate Administration.  Please note that Service Rates may also be changed via the Service Contract form > Service Rates hyperlink, but THESE CHANGES ARE GLOBAL and not specific to the Service Contract from which this option was accessed.

You have two options here.  You can create a percentage increase by navigating to the contract itself and creating an increase there, or you can create a global increase by navigating to Accounting main menu > Service Contracts > Global Increase.

That is not an option at this time.  We do not recommend updating Master prices, but rather discounting against a standard priced Master.

Contracts coming up for renewal will be listed in the Renewal Queue.  This Queue lists contracts up for renewal within the next 60 days by default, but you may change this value if needed.

Yes.  You can set the Auto-Renewal option to None.  This will cause the Warranty to expire at the end of the established term.

This is a matter of timing.  The renewal Quote must be approved and processed before the auto-renewal happens in order for the new quote to replace the auto renewal.  We recommend creating a renewal Quote well in advance (60 days) of the auto renewal date.

This has been discussed as a possible option in the future, but currently, this is not possible.  You can reduce the number of lines displayed by grouping by Contract Number and then collapsing the grid to display only one line per Contract Number.

The sample SLA in this MasterClass is available for download (PDF) on this page (see hyperlink in Agenda above).  This sample is not a standard printing option within Q360, however, you may choose to print a Maintenance section as part of your proposal and detail SLA options in that section.

Not automatically as part of the core software, but you can set up an email alert dependent upon your specific company needs.  In lieu of this, we recommend setting this up as part of your new booking Service Workflow.  That is, confirmed orders may be directed to appear within specific buckets on the Service Workflow.

Q360 does not support that type of automation.  It is important that the Project Manager update the Project manually and flag it as Substantially Complete – the system does not assume that the target Project End Date will be met.  The Project Manager will ensure that their team has completed everything that must be done prior to handing off the Service Contract to the Service Department.  The acceptance process will require cooperation between the two departments.

Yes, you may customize your Service Workflow buckets to include what is most useful for your company / services.

This is covered in our Help Center Core Procedures.  Please see Create Recurring Service Calls for text and video instructions.

At the bottom of the Service Overview Workflow, you will see SLA Response and Resolve buckets.  These help you identify Calls that have exceeded (or are in danger of exceeding) the established Response and Resolve times, and prioritize those Calls as needed.  Response and Resolve times are set up in Accounting main menu > Admin > Service Admin > Service Coverage Hours.

Absolutely.  The reports mentioned in each MasterClass will be listed in the Agenda > Reports (and Dashboards / Workflows) section of the MasterClass page on the Help Center, typically, immediately following the live webinar.  The majority of the reports listed are hyperlinks and will take you to additional detailed information about each report.

The Procedures > Service and Procedures > Service Contracts sections of the Help Center contain text and video instruction on almost everything covered today, as well as many other Service-related topics.  In addition to these core Procedures, the Knowledge Base section of the Help Center contains articles covering more detailed and advanced Service options such as forecasting, revenue recognition and renewals.   The search bar at the top of the Help Center will return all results including Procedures, Knowledge Base articles, and videos.  Reviewing these resources and your LMS training Service modules are great ways to refresh your knowledge of Service and Service Contracts in preparation for the next MasterClass in this series.