Contracts and SLAs
Support contracts, warranties and service levels, with the clock watched for you.
No per-user pricing for up to 50 users.
Set out what you have promised each customer, and let Serlix keep track. Contracts cover customer service and support, and warranties on the items you sell. Each one has its own number, history and printable summary.
Service levels are set per priority, in your own support hours, and tickets show how much time is left before they breach.
Response and resolution targets
Set a first response time and a resolution time for each priority. The priorities and their colours are yours to name.
Support hours and holidays
Clocks run only in your support hours and skip your holidays, or run around the clock where a service level says so.
Paused while you wait
Choose the ticket statuses that stop the clock, such as waiting for the customer. It restarts where it left off.
Warnings before a breach
Tickets turn amber, then red, as time runs down, and the assigned person is emailed. Managers are told about breaches.
Compliance at a glance
Home tiles show tickets about to breach, breaches this month, compliance, contracts expiring and contract value.
Excuse with a reason
A manager can excuse a breach with a reason. It stays listed but does not count against compliance.
Service credits
A service level can carry a credit, as a percentage of the period fee or a fixed amount. Credits wait for approval, then come off the next invoice.
Renewals without surprises
Auto-renew with a notice period, an optional price rise as a percentage or fixed amount, and reminders at 90, 60 and 30 days to your managers and the customer.
Billing your way
Issue invoices automatically, raise drafts for review, or press a button when you are ready. Or keep billing out of it entirely.
Included tickets and hours
Track tickets and hours included in each period, log time on tickets, and bill the hours beyond the allowance on the next invoice.
Warranties on what you sell
Give an item a warranty length and Serlix creates the warranty when a serial-numbered unit is sold. You can also add them by hand.
Every change on record
Amendments, renewals, notices, invoices and credits all go on the contract history. The signed contract can be attached and downloaded.
On the customer
- Each customer shows their contracts and service status.
- Their tickets carry a coloured service badge, such as time left, paused or breached.
- A contract summary prints on one page, with terms, service targets and renewal dates.
Works with
Tickets
Every job and request in one place, with the whole story of each one on a single timeline.
View module →Customers
One complete record for every customer, personal or business, with their whole history in one place.
View module →Quotes & Invoicing
Quote, approve, invoice and refund, all from one place and without retyping.
View module →Stock
Know what you have, what it costs, what it earns and when to reorder.
View module →Analytics
Seventeen live views of your business. Pick any period, spot the trends and find the answer in a few clicks.
View module →