Contract lines for customer contracts
In the Service Providers solution, contract line(s) and their associated service agreements and terms determine the way your revenues are calculated for orders executed under a customer contract. In Planon ProCenter revenues ensuing from a contract + service agreement are calculated via an SLA amount contract line. As soon as an order is added, a search mechanism is triggered to find the applicable corresponding contract line, based on the combined information Customer + Property + Service agreement.
There are several contract line types available for customer contracts:
• Standard - this type applies to regular contractual activities. These contractual activities are carried out because the customer or an operative of the service providing organization found an issue and reported it. This type of contract line is automatically found when searching the right service for an order, based on the combined information Customer + Property + Service agreement.
• Special - a type that is not found automatically. This type can only be chosen manually on the order for exceptional situations, for example if a warranty still applies to an asset.
• Proactive - this type applies to special contractual activities which may be detected and reported proactively by an engineer of the service providing organization, usually against lower rates than the standard contractual activities. Proactively reported work should always be registered under a separate SLA contract line of type proactive, with separate terms attached. Only designated tradespeople and other users with special permissions are allowed to report work proactively. See Proactive reporting of contractual work. If they report an issue, the system will check for associated contract lines of the type proactive. If such contract lines are found, the associated terms are applied. If no such contract lines are found, the standard contract line and its associated terms are applied.
 | 'Proactive' contract lines cannot be linked to service levels. |
• Non-contractual work contract line - if no standard or proactive contract line is found in the process of searching a service, the system will automatically search for a non-contractual contract line for the combination 'customer + property'.
• Preventive - this type applies to contractual activities related to preventive maintenance contracts. This contract line type can only come from the contract. It is not possible to manually create it on a PPM order. Preventive contract lines allow for flexible revenue calculations on PPM orders. You can link service agreement services to this contact line type. Also see the note at the bottom of this topic, about editing an existing contract line.
| | Per contract line, you can only link 1 service agreement per specified period, of the type Service agreements-contract lines, as linked service agreements are not allowed to overlap. The terms (General terms, Labor hour terms, Subcontractor terms, Material terms, Travel terms) related to the service agreement determine how order revenues are calculated for PPM orders. |
 | Preventive contract lines cannot be used for Customer budgets. |
| | Typically, you can only edit the Contract line type field while the contract line is still in the Inactive or Precalculate status. Depending on the type you select, changing the contract line type may mean that links to Service agreement services or Service levels are no longer applicable. In that case, a warning is displayed and the links will be removed if you proceed. The exception to this editing 'ban' on Active contract lines is changing an existing active contract line from Standard to Preventive. This is possible, by clearing the Contract line type field first and saving the empty value, and by selecting Preventive next and saving that value. Please note that changing a value on an active contract line is only possible if no general terms or service agreements are linked. |