Support contingent customers / billing tickets

[Kerstin Elsner]

Hello, everyone,

we use JIRA SERVICE DESK as a ticket system for our customers. We have concluded a support contract with our customers. There are different support contracts for e.g. 0, 10, 16 and 24 hour support.

As an an example:

A customer has paid a 10-hour support contract for €2,500.00. Now I would like to deposit the 10 agreed hours. We track our processing times with Tempo. Now the hours worked by us should be counted down from the 10 hours.

Which add-on or plug-in can we use in the cloud to store these agreed times and this tool then automatically pulls the times from Tempo and calculates them down.

With 80% paid service, a reminder would be great so that we can inform the customer that only 20% of the agreed support is left.

[Eduardo Anflor - MindPro]

Hello, Kerstin.

I believe MindPro Service Contract Management covers most part of your needs since you can create contracts/plans and track their consumption by the team worklogs. You can also classify activities in billable or non-billable, control costs and team timesheets. 

You also mentioned you need reminders for when services are reaching the established limits. MindPro SCM has a "Smart Notifications" feature that allows you to create such reminders, defining parameters (days, values, %) and selecting who needs to be notified (team, customers, contract/plan owner or all). 

Hope that helps. 

Best Regards,

Eduardo