Billing

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Using Billing features SiT can keep track of the amount of time worked on Activities related to incidents and produce reports showing totals.

Billing for each service period on a contract can be calculated per Unit (which is a period of time) or per Incident.

Contents

Unit Billing

Units are defined as a number of minutes (for example: 60 for billing hourly or 480 (60×8) for billing daily). The number of minutes for each Unit is defined as two periods; Engineer Period and Customer Period.

A period is the smallest billable period of time, for example, if you set the Customer Period to be 60 (billing hourly) any activity taking less than an hour will be billed as 1 hour.

The Engineer Period is useful for calculating payments to engineers and the Customer Period is useful for charging customers.

Configure the length of the Engineer Period and Customer Period for each SLA Priority via the SLA Timed Service Levels.

The Unit Rate is a monetary amount assigned to each Unit and is configured individually for each service period. Once a service period has been used the unit rate cannot be altered for that period.

Activities

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See also Timed Service Levels

Activities are timed tasks, which are useful for when the support is chargeable based on time spent on the incident.


Per Incident Billing

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The Incident Rate is a monetary amount assigned to each incident that is logged and is configured individually for each service period.

Contract Requirements

In order use the Billing features, a contract must be created with Service records and a with a service level that is marked 'Timed'.

Service periods

Contracts are given service records which define a service period (a start and end date), the method of billing (per unit or per incident), a credit amount and a rate. Service records can also be marked 'Free of Charge' which means that the credit amount is provided to the customer gratis (i.e. a Freebie).

in v3.90 and later it's also possible to choose a Billing Matrix to use when creating a service period.

Service Levels

A contract that is to track billing amounts must be linked to a service level that is marked 'Timed'.

Free of Charge

Free of Charge is whether the customer has paid for this or you are giving it to them for free (so these can be included/excluded from reports).

Even though you might mark it as free of charge you still need to put in a credit amount and a unit/incident rate as otherwise the service balance is never used up.

Reporting

Go to Customers | Maintenance | Billing

Billing Summary Report

This report lists service records for a chosen site (or multiple sites) and has a number of options available.

  • Show Free of Charge - Selects whether to display an credits marked as "Free of Charge" in the report.
  • Show Free of Charge as Zero - Forces any credits marked as "Free of Charge" to be displayed with zero monetary amounts in every column of the report.
  • Show Expired As Zero - Forces any contracts that have expired to be displayed with zero monetary amounts in every column of the report.

Billing Approval Report

This report lists closed incidents with billable activity.

Transactions Report

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Unapprovable

Unapprovable means that the unit rate could not be determined, and the most likely cause is that there is no service associated with the contract in use.

Some incidents are unapprovable this could be due to: No service present, No active service for the period, overdrafts are disabled and no service with credit has been found. One way to avoid this in version 3.62 is to ensure there is always service credit even if it at a different rate, as overdrafts implementation from service level is still experimental.

This also occurs on the last day of service until the next day when service approval links appear.

Billing matrix

The time billed is adjusted according to the time of day and out of hours activity is billed at a higher price. The following table lists the multiplier that is used for each hour of the day for each day of the week.

Billing matrix
Hour Monday Tuesday Wednesday Thursday Friday Saturday Sunday Public Holiday
00:00h-07:59h 2x 2x 2x 2x 2x 2x 2x 2x
08:00h-17:59h 1x 1x 1x 1x 1x 1.5x 1.5x 2x
18:00h-21:59h 1.5x 1.5x 1.5x 1.5x 1.5x 2x 2x 2x
22:00h-23:59h 2x 2x 2x 2x 2x 2x 2x 2x

As of SiT! v3.60 this table cannot be changed without resorting to editing the raw database, but a future version of SiT! may allow changes to the billing matrix.

Feature32.png A feature request has been accepted that affects this functionality: Interface to edit/add billing matrix

Overdrafts

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Bug.png A bug has been reported that affects this functionality: limit on Service Level not used

See Also

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