Contracts are part and parcel of any transaction between an MSP and their clients. It's an assurance that aligns both parties on the services to be delivered, and the compensation that's to be paid for them. A good contract management tool makes it easy for MSPs to build contracts, send them, and keep them updated with minimal effort.
With SuperOps’s Contract Management, you can:
Build and manage contracts efficiently.
Integrate worklogs into invoices with a few clicks.
Customize pricing and automate recurring invoices.
Gain insights into profitability and performance metrics.
Things to know
Before we jump into setting things up, here are some things about our contract management that you should know:
Service Catalog: Your service catalog is the single source of truth for a list of all the products and services your MSP provides. SuperOps lets you build this list manually or sync it with tools like QuickBooks or Xero. Once synced, any updates you make in those tools are automatically reflected in SuperOps. This keeps everything consistent and saves you the hassle of double entry.
Contract Types: SuperOps supports four types of contracts, tailored to different business scenarios:
Recurring Service Contracts: Designed for ongoing services, these contracts provide predictable, periodic billing.
Usage-Based Contracts: Ideal for clients who pay based on consumption, offering flexibility.
One-Time Contracts: Used for project-based work, providing a clear agreement for specific tasks.
Time and Material Contracts: Enable discounted, ad-hoc services, giving you a way to accommodate non-standard client requests.
Delivery Map: The Delivery Management Module ensures efficient service delivery by defining how services are provided within the client’s organization. It specifies service levels and guarantees consistency and efficiency.
Profitability and Revenue Reports: The MSP Financial Metrics Dashboard provides an overview of your business’s financial health. It consolidates key metrics into a visual, easy-to-understand format, allowing you to track performance, identify trends, and make data-driven decisions.
Now you have all the context you need to glide through the resources in this module to find the solutions you're looking for!
FAQ
Is there a good way to ensure a contract applies to all tickets?
The easiest and most reliable way is to configure the contract with a condition such as “Subject is not empty” under the contract’s application rules. Since every ticket must have a subject, this ensures the contract is automatically applied to all tickets without relying on conditions like technician email or technician group.
Can clients have more than one package/contract?
In SuperOps, clients can be associated with multiple packages or contracts at the same time. This allows you to assign different levels of service, add-ons, or coverage terms individually, and ensures flexible billing and service management based on the client’s needs.
How do we set up the “package”?
You can set up a package in SuperOps by following these steps:
Go to Settings → Products and Services → Create > Package.
Define the package details such as the name, description, and pricing model.
Add the required services, items, or contract terms (for example, included hours, SLAs, or add-ons).
Save the package.
Once created, the package can be assigned to one or more clients and linked to contracts to ensure the correct billing and service rules are applied to their tickets.
Is there an easy way to import existing contracts into the system without generating billing information?
In SuperOps, billing information is mandatory when creating or importing contracts. Contracts cannot be saved without billing details, even during migrations. As a result, existing contracts must be recreated with complete billing information, and billing behaviour should be carefully reviewed to avoid unintended invoicing during the transition to SuperOps.
If a contract’s effective date is set in the past, will it apply to tickets already processed after that date or only to new tickets?
The contract will apply only to new tickets created after the contract is activated. It will not retroactively apply to tickets that were already processed, even if their creation date falls after the contract’s effective date.
Can past worklog hours be included in a contract created today?
Worklog hours logged before the contract is created cannot be included. Only worklogs added after the contract becomes active are covered by the contract.
Is it possible to manually add credits to a client in SuperOps?
SuperOps does not currently support manually adding credits to a client. Credits are generated only through system-defined billing actions, such as adjustments from invoices or contract-related billing events.
Can newly created service items be pushed to Xero or QuickBooks?
Newly created service items in SuperOps can be synced and pushed to integrated accounting platforms such as Xero or QuickBooks, ensuring the items are available for accurate billing and invoicing. Newly created items are pushed to the accounting platform when an invoice containing the corresponding line item is created and synced.
How can the quantity be modified under a usage contract?
The quantity can be updated manually by editing the usage line item within the contract. Open the contract, locate the relevant usage item, update the quantity and save the changes. The updated quantity will then be reflected in the contract and subsequent billing.
Can all worklogs consumed under a recurring contract be viewed?
SuperOps provides visibility into all worklogs consumed under a recurring contract. Additionally, the Retainer Report can be accessed from the Contracts page using the “Do you want to see retainer report for clients?” option. This report shows retainer hours purchased, hours consumed, remaining balance, and usage across clients, helping track and analyze contract utilization effectively.