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Setting up monthly support contract

Answered Setting up monthly support contract

  • Friday, August 17, 2012 12:47 PM
     
     
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    We're just starting to use the service section for tracking our support packages (Dynamics Online). I have set the Billing frequency of the Contract to monthly, and the duration of the contract is 365 days.

    With the contract line, I have set 600 minutes allotment - this is the monthly allowance.

    When I add a case, it subtracts the time correctly.

    My question is, at the end of the month, will the allotments remaining be reset to 600 minutes? Or have I set this line to have 600 minutes for the duration of the contract (i.e. the year) If not, how do I set this up correctly?

    To summarise our contract, the customer gets 10 hours per month (no rollovers)

    Many thanks,

    Chris

     

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  • Saturday, August 18, 2012 1:25 AM
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    Hi Chris, because your customers cannot rollover the support minutes they have purchased, you would need to set up 12 contracts, one for each month.

    Neil Benson, CRM Addict and MVP at Slalom Consulting. Find me on Twitter. Join over 20,000 other CRM professionals on the Microsoft Dynamics CRM group on LinkedIn.

     
  • Monday, August 20, 2012 8:10 AM
     
     
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    Hi Neil,

    Thanks for the answer. Would this be 12 contract lines with different dates rather than separate contracts?

    We can't use a year long contract line because the customer can switch between levels on a month-by-month basis.

    Would allowing them to roll-over support time make this any easier?

    Many thanks,

    Chris