Setting up service bundles

SECURITY  Security level with Admin permission to configure Products, Services, & Inventory. Refer to Admin security settings.

NAVIGATION   > Admin > Features & Settings > Products, Services, & Inventory > Service Bundles

NAVIGATION   > Admin > Features & Settings > Finance, Accounting & Invoicing > Price List

BEFORE YOU BEGIN  You must set up services first. Refer to Setting up your services.

On this page, you set up service bundles that are the billing items that can be added to recurring services contracts. To open the page, use the path(s) in the Security and navigation section above.

About Services and Service Bundles

A service is a defined benefit such as "Mail Hosting", "Disk Backup" or "Virus Checking" for a covered device. You charge a fixed fee per service period (usually monthly), which benefits your customers by providing them with predictable IT support costs. For information on recurring service contracts, refer to Offering your customers a Managed Services business model.

If your company incurs license fees or other vendor-related costs, you can associate a vendor and unit costs with the service to track and report on profitability by service or vendor.

NOTE  Services can be combined into service bundles. However, service bundles are always a single billing item. You cannot separate them into their constituent services after the fact. As a best practice, we recommend that you use services.

How to...

IMPORTANT  For revenue tracking purposes, service bundles cannot be split into their component services. If you need revenue at the service level, do not use service bundles.

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. To add a new service bundle, click New on the Service Bundles page or click New > Service Bundle on the Price List page.
    To edit an existing service bundle, select Edit Service Bundle from the context menu on the Services page, or click the Edit icon on the Price List page.
  1. Populate or modify the following fields:
Field Name Description
General
Name* This field should be descriptive enough to ensure the correct bundle is being added to the contract.
Active Selected by default. Clear this check box to make the service bundle inactive. Inactive service bundles cannot be added to contracts, but existing contracts are not impacted.
Description During Recurring Contract setup, users can click Open Bundle Detail on the Bundle Selection page to view this description to ensure the correct bundle is being added to the contract.
Invoice Description Enter the description that will appear on invoices. This description can be modified at the contract level to add more information (domain names, etc.).
Period Type*

The choices are Monthly, Quarterly, Semi-Annual, and Yearly.

When the service/bundle is assigned to a contract, the period type will be used in conjunction with the contract period type to determine the time interval at which the service will be billed.

NOTE  Once a service/bundle is saved, the Period Type can no longer be edited.

• If the service/bundle has a longer billing period type than the contract, the service/bundle will be billed in its entirety. If the service/bundle period type is quarterly and the contract period type is monthly, the service/bundle will be billed for the entire quarter on the next contract billing date.

• If the contract billing period is longer, the service/bundle will be billed for the number of times that would have occurred since the last billing. For example, if the service/bundle period type is quarterly and the contract period type is semi-annual, service will be billed twice on the next contract billing date. The table below illustrates the combinations of monthly and quarterly periods for services/bundles and contracts.

Billing Period Price per Period Contract Billing Period Due on Jul. 1 Due on Aug. 1 Due on Sep. 1 Due on Oct. 1
Monthly $10 Monthly $10 $10 $10 $10
Quarterly $10 Monthly $10 - - $10
Monthly $10 Quarterly $30 - - $30
Quarterly $10 Quarterly $10 - - $10

Also note that if services are added to a bundle, the bundle's period will always override the periods of the services added.
Service Level Agreement Select a service level agreement from the list of all active SLAs. This selection will populate the SLA field on labor entries associated with the service bundle.
• If the contract and the service bundle are associated with different SLAs, the SLA on the service bundle will override the one on the contract, since it is more granular.
• If the device covered by the service bundle is associated with an SLA, it will override the SLA on the service bundle.
Service Code* Click the selector icon and select a Service Code (Billing Code). Refer to Setting up billing codes.
Manufacturer/Service Provider This is an optional field that you can use to track a manufacturer or service provider, which may be different than the vendor who supplies the service.
Manufacturer/Service Provider Product Number This is an optional field that you can use to track a manufacturer or service provider product number.
Catalog Number/Part Number This is an optional field that you can use to track the catalog or part number.
Service SKU This is an optional field that you can use to track the service SKU.
Internal Service ID This is an optional field that you can use to track an internal service ID.
External Service ID This is an optional field that you can use to track an external service ID.
Service Link (URL) This is an optional field that you can use to provide a link to a website for the service. The text will appear as a hyperlink.
Services
Add Services Click Add Services to open the Add Services page.
  • Type in the Services field to find services to add to the bundle. Alternatively, click the selector icon to open the service selector page.
  • On the Select Service Page, use the quick filter row to search for services. Select one or more services to add to the services list. Click Save & Close to add those services to the Add Services page.
  • Click Save on the Add Services page when your selections are complete.
  • To remove a service from the services list, click the delete icon.
Billing
Price By default, Use sum of selected service unit prices is selected to determine the bundle's pricing. The price that is shown is the Price-per-Period type of the bundle.

To use a different fixed price for the bundle, select Use Other Price. Enter a value greater than 0.00. This field accepts up to four decimal places.
Discount If you want to apply a discount, select the desired option and update the amount. You can discount either by a fixed amount, or by a percentage of the bundle price.
Service Bundle Extended Price The Service Bundle Extended Price is calculated on the basis of your pricing choices above. This field is for viewing only. To modify the extended price, edit the price or discount fields.
User Defined
Any user-defined fields for the service bundle entity will appear here. Refer to Managing user-defined fields.
  1. Click Save & Close to save the service bundle and close this page, or click Save and New to save the service bundle and add another.

A right-click menu allows you to edit, inactivate or delete service bundles.

  • If you update the name of an existing bundle, it is reflected in existing contracts and unposted service bundles.

IMPORTANT  When you change the price of a service that is part of a bundle, the price of existing bundles and the price of the service in existing contracts is not updated.

  • If you inactivate a service bundle, it will not be removed from existing contracts, but can no longer be selected for new ones.
  • Service Bundles that are used in a contract cannot be deleted.