Solutions · Service contracts & SLAs
Know at intake whether the call is covered, dispatch against the response clock, and invoice head office with per-site detail. FSM Flow holds the contract, the sites, the assets and the targets in one record, so attainment is a report rather than an argument.
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P1 response met
Site 14 · arrived in 42 min · target 60 min
What it is
A service contract is an agreement under which a contractor maintains a defined set of equipment at one or more customer sites for a fixed period, with service level agreements (SLAs) that set the response and resolution times for each priority of fault. It defines entitlements: which assets are covered, which work is included in the fee, which is billable at a schedule of rates, and how fast the contractor must arrive and restore service. Facilities management, commercial refrigeration, elevators, IT and office equipment, medical devices, telecom and security are built on these contracts.
Contracts are where B2B service makes or loses its margin. A customer with forty sites expects a single invoice, consistent response across every location and evidence that each SLA was met. The contractor needs to know at the moment the call arrives whether the asset is covered, what the priority tier is and when the clock runs out. Most teams hold this knowledge in a filing cabinet and a dispatcher's memory, so entitlements are guessed, out-of-hours calls are given away, and nobody can say whether the contract made money until renewal time.
FSM Flow models the contract as a record linked to a parent account, its sites and its assets, with coverage, priority tiers and rates attached. At intake the work order inherits the SLA priority from the contract; the scheduler and AI technician matching rank the nearest qualified technician against the target; workflow rules escalate at-risk jobs. Covered work is invoiced at no charge and billable work at contract rates, consolidated to head office with per-site detail. Attainment, margin and renewal dates are on the dashboard.
48.9%
Industry-average service-contract attach rate; 32.7% in industrial equipment (2021)
Source: TSIA, via VSight field service KPI guide
80%+
Of the installed base is under contract at service-focused equipment manufacturers (2020)
Source: Deloitte
40%+
Recurring-revenue share at which fire and life safety operators command valuation premiums from buyers (2026)
Source: CT Acquisitions, PE in Fire & Life Safety 2026
97%
Minimum average annual uptime per port required of federally funded DC fast chargers, a contractual target carried by the service contractor (23 CFR 680)
Source: NEVI programme rule; Maryland PSC Order 90971
The lifecycle
From scoping the sites to proving the SLA at renewal, the contract is a record that every work order inherits from.
- Step 1
Scope and price the contract
List the sites and assets, set the planned maintenance frequency per asset class, define the priority tiers with response and resolution targets, and decide what is covered versus billable at a schedule of rates.
- Step 2
Build the account hierarchy
The parent account holds the contract; each site holds its address, access notes and contacts; each asset holds make, model, serial and history. Contract documents are attached at the parent level.
- Step 3
Record entitlements
Coverage flags on each asset, the SLA tier for each priority, out-of-hours rules and the customer's rate sheet are stored on the contract so every work order can inherit them.
- Step 4
Generate the planned maintenance
PPM visits for every covered asset are created with due windows for the term, grouped by site, and placed in the unassigned pool for dispatch to schedule around reactive work.
- Step 5
Reactive call checked at intake
The work order is raised against the site and asset; the AI assistant confirms coverage and the priority tier is set from the contract, which starts the response clock.
- Step 6
Dispatch against the clock
AI technician matching ranks nearest qualified technicians against the target time; workflow rules notify a supervisor when a job is at risk of breaching, and escalate if it is not accepted.
- Step 7
Complete, prove, invoice
Arrival and completion times, photos and the checklist sit on the work order. Covered work is invoiced at no charge; billable work at contract rates; both roll into the consolidated invoice.
- Step 8
Review and renew
Sixty to ninety days before the end date, the attainment report, PPM completion and contract margin are reviewed with the customer and the renewal is prepared with any price or scope changes.
What goes wrong
Not because the price was wrong. Because the entitlement was guessed, the clock was invisible and the invoice was assembled by hand.
Nobody knows at intake whether the call is covered.
The work order is raised against the asset; coverage, priority tier and rate sheet come from the contract. The AI assistant answers 'is this covered?' from live data before the technician is dispatched.
See how it worksThe SLA clock lives in the customer's system, not yours.
Priority and target time are on the work order; the scheduler shows jobs approaching their deadline and workflow rules notify and escalate before a breach, not after the customer does.
See how it worksForty sites are flattened into one customer record.
Parent account, sites and assets are separate levels. Access notes, contacts and history sit on the site; coverage sits on the asset; the invoice rolls up to the parent.
See how it worksOut-of-hours work is given away on fixed-fee accounts.
Out-of-hours rules are entitlements too. Calls outside the covered window are flagged billable at the contract's premium rate, and the invoice is generated from the recorded times.
See how it worksConsolidated invoices are built in a spreadsheet every month.
Completed work orders across all sites are invoiced in bulk to the parent account, with per-site and per-asset detail on a template the customer's accounts team has already approved.
See how it worksContract profitability is discovered at renewal.
Labour hours and parts recorded against covered work are compared with the contract fee in a dashboard widget, per contract and per site, every month of the term.
See how it works
Across the trades
Different assets and standards, the same entitlement check and response clock.
Facilities management
Reactive and planned maintenance across a multi-site estate with P1 to P4 priorities, a schedule of rates and an out-of-hours helpdesk.
Refrigeration & commercial kitchens
A supermarket chain's walk-ins, cases and racks under a master service contract with a four-hour response for product-at-risk calls.
Elevator & escalator
Full-maintenance contracts with entrapment response tracked from time called to time on site to time resolved, per unit.
IT & office technology
SLA-based dispatch to hundreds of retail and bank sites for ATM, POS and printer faults, with meter-based billing on the same account.
Medical equipment service
Device service contracts with uptime commitments and documented PM completion for accreditation surveys.
Telecom & fibre
Enterprise circuit and campus network maintenance with mean-time-to-restore targets and repeat-visit tracking.
Security & low-voltage
Service contracts bundled with monitoring, giving the integrator recurring monthly revenue alongside project work.
EV charging
O&M contracts on networked chargers with per-port uptime targets and firmware and connectivity fixes under SLA.
Fire protection & life safety
Multi-site inspection, testing and maintenance contracts, with deficiencies quoted at the contract's schedule of rates.
HVAC
A commercial master service contract covering RTUs and chillers across a property portfolio, with refrigerant tracked per asset.
In FSM Flow
Contracts span customers, assets, scheduling, workflows and billing. FSM Flow connects them so the contract is enforced, not just filed.
Contract and entitlement records
Term, covered assets, priority tiers, response and resolution targets, out-of-hours rules and rate sheets, stored against the parent account.
- Covered vs billable per asset
- Schedule of rates per customer
- Contract documents attached
Parent, site and asset hierarchy
Multi-site customer profiles with linked equipment, service history and documents at every level.
- Site access notes and contacts
- Asset history across contracts
- Portfolio view for the account manager
SLA priorities and escalation
Work orders inherit the priority tier; the workflow builder notifies, reassigns or escalates when a target is at risk.
- Entity-event and schedule triggers
- If/else branches by tier
- WhatsApp and email alerts
Dispatch against the clock
AI technician matching by skill and proximity, with the deadline visible on the board and in the unassigned pool.
- Nearest qualified technician
- Due-soon and at-risk views
- PPM visits scheduled around reactive work
Consolidated contract billing
Recurring fee invoices, no-charge covered work and billable extras at contract rates, invoiced in bulk to head office.
- Per-site detail on one invoice
- Customisable templates and terms
- Renewal invoice prepared early
Attainment and margin reporting
SLA attainment, PPM completion and contract margin per contract, site and tier, as dashboards or an AI-generated report for the review meeting.
- Response and resolution time by tier
- Cost versus fee per contract
- Renewal dates on the dashboard
Pricing & billing
Fixed fees, schedules of rates and premiums, usually consolidated. Each contract in FSM Flow can use its own model.
Fully comprehensive contract
A fixed monthly, quarterly or annual fee covering planned maintenance and most repairs. Covered work orders are invoiced at no charge and their cost tracked against the fee.
PPM plus schedule of rates
The fee covers planned visits only; reactive work is billed from the customer's rate sheet for labour, parts and travel, applied automatically to the invoice.
Per-site pricing
The contract fee is built from a rate per site or per asset class, which makes additions and removals during the term a line change rather than a renegotiation.
Consolidated invoicing
All sites invoiced to the parent account on one cycle, with per-site and per-asset detail, in bulk from completed work orders.
Not-to-exceed limits
Billable repairs above an agreed amount are quoted and sent for approval before work proceeds, with the approval recorded on the work order.
Out-of-hours and priority premiums
Calls outside the covered window, or above the covered priority, are billed at premium rates from the recorded arrival and completion times.
Numbers worth watching
All available as dashboard widgets, reports or a question to the AI assistant.
SLA attainment
Share of work orders where response and resolution met the tier's target. The number the customer brings to the review meeting.
Response time by tier
Time from work order creation to arrival on site, per priority. Shows whether P1 performance is bought by letting P3 slip.
Resolution time
Time to restore service, including parts waits. Drives truck stock and first-time fix decisions on contract assets.
Contract margin
Recorded labour and parts on covered work against the fee, per contract and per site. The honest measure of pricing.
PPM completion within window
Planned visits completed before their due date. Missed PPM becomes reactive calls and lost attainment later.
Renewal rate
Contracts renewed divided by contracts expiring, with price changes captured.
Vendor targets ≥75%; 75–90% best-in-class
What is a service contract with SLAs?
What is the difference between response time and resolution time?
How does FSM Flow handle multi-site customers?
Can I check whether a call is covered before dispatching?
How are SLAs enforced during the day?
How do I know whether a contract is profitable?
Is FSM Flow a CMMS?
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