Contracts & SLA
Contracts, budget & SLA - services tracked and billed
Maintenance contracts with a budget and an hourly rate, external licences with expiry reminders and graded SLAs - all traceable from the ticket.
No payment details · Hosted in Germany
What it does
Maintenance contracts with a budget and an hourly rate per customer
Budget consumption straight from time tracking, with a warning at a threshold you set
Topic coverage - only certain categories count against the budget
External contracts and licences with the licence key stored encrypted
Costs with periods (one-off, monthly, annual) and expiry reminders
SLAs with response and resolution times per priority, honouring business hours and public holidays
Hierarchical SLA assignment: default, category, customer
Automatic contract renewal with configurable notifications
In practice
In practice
Every customer has a maintenance budget with an hourly rate. Recorded time reduces that budget automatically; when a threshold is reached, IDA warns you. Billing stays transparent and fair.
Frequently asked questions
How is the contract budget consumed?
Through time tracking: recorded time is valued at the hourly rate and deducted from the budget. Crossing a threshold triggers a warning.
How does the SLA hierarchy work?
SLAs are assigned hierarchically: a customer-specific SLA overrides the category SLA, which overrides the default - flexible per customer.
Are licence keys stored securely?
Yes. Licence keys on external contracts are stored encrypted.
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