How do I setup Contracts for my customers?

How do I setup Contracts for my customers?

Before you create a contract for a customer, you need to create various support plans in your organization.

Support plan is highly essential to define the level of service offered to the customers by the Support team. This is to ensure that the customers receive the support appropriate to them. For Example, you can create support plans like Gold Plan, Silver Plan and Platinum Plan.

To create support plan, Click Setup > SLA Settings > Support Plan and enter Support Plan Name, Description, Support type as Fixed and Total cost.

To create a contract, click Contract and in the Add Contract page, enter Contract Name, Number, Account Name, Product Name, choose contract Start and End Date, Support Plans, and enable notification to support rep about contract expiry.

For more, visit Add Contract

    • Related Articles

    • How can I notify customers on contract expiry?

      No. Currently you cannot notify an expiring contract directly to the customers. But however, you can notify your support agents or your Contracts Team so that they can follow-up with the customers. To setup contract expiry notification, enable ...

    • How do I add my Customers as Portal Users?

      You can add your customers as Portal Users in two different ways. Just open an added contact and click Add Portal User. Or 2. Goto Setup > Customer Portal Settings > Add Portal User. Refer this Link for more details.

    • Can I notify customers when a request is updated with a particular status?

      Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module. Then create alert, Goto ...

    • How do I setup Escalation matrix for my organization?

      You can setup four level's of escalation for your organization. To setup escalation matrix, you have to create SLA's. Goto Setup > SLA Settings > Service Level Agreements > Create SLA, specify criteria and setup Escalation Levels. Refer SLA and ...

    • What happens when the Portal access setting is set to "All Customers"?

      When the portal access is set to 'All Customers", Anyone can access the customer portal by accessing the URL to submit requests and search knowledgebase. However, to track their request status, the customers need to provide credentials to log into ...