Contracts, SLA clocks and compliance evidence
Who this is for: managers, contract administrators and compliance leads.
What you will learn: how to record a service contract and coverage, configure contractual SLA clocks, manage certificates and produce a compliance evidence pack.
Contracts
Open Accounts → Contracts.
- Choose the customer, billing profile and accountable owner.
- Enter the reference, start date, end date, renewal notice and automatic renewal.
- Add service lines for planned maintenance, reactive response, compliance or projects.
- Add coverage for included or excluded sites, assets and locations. Exclusions always win.
- Add authorized contacts and customer-facing terms.
- Activate the contract.
A contract-linked maintenance plan or job pins the applicable contract version. Scheduled maintenance carries the contract into the new job, so later contract changes do not rewrite the history.
SLA targets and business calendars
Open the contract’s SLA business calendars and add timezone, working hours and holidays. Then open SLA targets and set acknowledgement, response and resolution minutes per service line and priority.
When a contract-linked job is created, explicit clocks are recorded for the configured events. Moving the appointment does not reset the deadline. On the job screen a manager can:
- acknowledge the job with a note;
- pause the clocks with a recorded reason;
- resume the clocks, extending the deadlines by the paused time.
The job relation manager and operations report show the clock status and breach outcome. Schedule- derived targets are not contractual compliance.
Certificates
Open Compliance → Certificates.
- Choose whether the certificate applies to a worker, asset or site.
- Record type, title, issuer, reference, issue date, expiry date and the source document.
- Verify it after checking the evidence.
- Revoke it with a reason if it is no longer valid.
Use the Expiring in 30 days, Expired and Not verified filters as the exception queue. A contract service line can require certificate types; assignment is blocked without a valid certificate unless a manager records an override reason.
Evidence pack
Open Accounts → Contracts → Evidence pack, choose the period and optionally a site, and download the PDF. It covers maintenance obligations, jobs, certificates, defects, SLA outcomes and exceptions.
Note: the pack is a system-generated record. It is not described as cryptographically tamper-proof unless separately signed or archived with an integrity control.
Related: Customers and sites · Maintenance plans and the dispatch queue · Reports and map
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