Web Site Maintenance Service contract procedures

Web Site Maintenance Service contract procedures



  • Customer signs contract and it is filed.  


  • Confirm customer has also signed the T & C (general consulting) agreement.


  • Confirm we have login credentials to web site cpanel, ftp site, and platform (Wordpress, Modx, etc.) 

  • Create recurring service contract in AT:  



    • Create new contract



    Contract Period Type:   Quarterly (NOTE - keep this quarterly since it's usually a small sum.) 



    If this is entered incorrectly, we have to DELETE THE ENTIRE CONTRACT AND START FROM SCRATCH



    Contract Name should start with Account name 

    Look in client paperwork:

    Add setup fee as specified in agreement that customer signed

    Make contract start date the 1st day of the current quarter. 

    Make end date far in future (like ten years). We can always terminate contract when needed. 

    Save Contract (NEXT NEXT NEXT FINISH) and then reopen. 



    • Add Services to contract AFTER CONFIRMING SETUP HAS BEEN COMPLETED AND SERVICE IS IN EFFECT

    Generally, you will choose service called MSA~Web Site Maintenance. The start date should be the first date we are actually providing the service.  DO NOT ASSUME the start date is the same as the contract start date. It depends on when the setup is completed and/or our understanding with customer. 

    MAKE SURE PRICE FOR SERVICE(S) MATCHES SIGNED AGREEMENT. DO NOT ASSUME DEFAULT IS CORRECT. 


  • Document Customer Status


    • Add customer to word doc called: G:\ List of MSA and Hosted Services Customers.
    • If appropriate, edit customer’s account classification in Autotask.
    • Notify Customer of service start 
    • On or just before service start date, edit and send appropriate welcome message to the primary customer contact. Message templates are in:  G:\client instructions and service welcome letters\Welcome Letters for New Service Contracts or New Users. If you convert this to HTML you can schedule it to send using the email parser. See "schedule send" trigger. (Here's an easy to use online code editor.) 
     


Create Recurring Tickets 


  1. Use template RT003. 
  2. Use "Scheduled Maintenance: Website Maintenance" in title! 
  3. Add account, contract and ticket contact (who will be automatically notified of website maintenance completion when ticket is completed).
  4. The category must be " Recurring Maintenance"
  5. Set resource to be tech who'll perform the work. Set secondary resource to be office admin. 
  6. Create a recurring monthly service call on the recurring ticket. 

For All Recurring Tickets Use these Settings:

General Ticket Info: 


Add a ticket contact. 

 (Queue, and Status will be set as Deferred by template. No resource.  Source will be set as Insourced by template. Work type set as Non Billable Support by template.) 

Enter Contract! Enter Contract Bundle.  

Recurrence Tab: template should set this to monthly for 10 years (Same as end date of contract).

Enter the start date and starting day of the month, starting shortly after the first backup is scheduled to run. 

Save and close. 

Reports

We don't send our reports for web site maintenance contracts anymore. Customer gets an email each month when recurring ticket closes that we have worked on the site.  








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