Contract management in the Service ERP.
Manage your customer contracts in one place, from master agreements and equipment coverage to service level agreements (SLAs), renewals and entitlements. Keep contract information connected to your service operations, equipment and billing, so everyone knows exactly what each customer is entitled to.
Why this domain exists
Managing customer contracts involves more than keeping track of signed agreements. Your service team needs to know what’s covered, your technicians need to understand service commitments, and your accounts team needs accurate information for billing.
When contract details are stored in documents or separate systems, finding the right information can take time. This can lead to confusion about what’s included, missed service commitments or incorrect charges.
Nucleus keeps contract information connected to individual pieces of equipment, customer records and service activity. Whether you’re managing one agreement or multiple contracts across different locations, your teams can access the details they need.
It also helps you manage contract terms, renewals and service entitlements, giving you a clearer picture of your commitments to customers and the costs involved in delivering them.
Important functionality
MC4 brings together the information needed to manage customer agreements, helping your teams understand contract coverage, service commitments and billing requirements.
- Master agreementsManage the main agreements you have with customers, including contract terms, covered locations and the conditions that apply to their services.
- Device-level coverRecord the specific service coverage for individual pieces of equipment, so your team knows exactly what’s included for each device.
- Service level agreements (SLAs)Manage agreed response times, resolution targets and service commitments, keeping them connected to the relevant equipment and contracts.
- TermKeep track of contract start dates, end dates and renewals, helping your team manage agreements as they change over time.
- EscalationDefine how service issues should be handled when additional attention is needed or agreed service levels are at risk.
- EntitlementsManage who can request or approve service, what work is included in the agreement and which services may incur additional charges.
A week in the life of a contract
When equipment is installed or a new agreement begins, the device is linked to the relevant customer and contract. Your service and accounts teams can see the coverage that applies.
Your helpdesk can check the equipment’s contract, service entitlements and SLA before scheduling the work. The technician knows what’s covered, and your service team can monitor the agreed response times.
Meter readings are connected to the customer’s contract and agreed pricing. The relevant rates and usage allowances are available for billing.
When a device is moved, its location and contract information can be updated, helping ensure service coverage and billing details remain accurate.
Your team can review contract activity, service costs and profitability, helping identify agreements that may need attention before month-end.
What has to be true on the same record
Your customer, equipment, service agreements, pricing, SLAs and billing information all need to be connected.
With Nucleus, the details of each contract are available to the teams responsible for managing and delivering the service. This helps ensure service commitments are understood, the correct charges are applied and contract performance can be monitored.
Works with
Keep contracts connected to the correct customers, contacts and locations.
Link agreed rates, usage bands, minimum charges and additional fees to the relevant contracts.
Connect service agreements to individual pieces of equipment, ensuring coverage is recorded against the correct devices.
Use contract terms, pricing and service information to support accurate customer invoicing. Open MF15
From the business
"We have been with CO3 Technologies since 2014, and what truly sets them apart is their ability to deliver both outstanding customer service and technical expertise. Their team is always responsive, knowledgeable, and dedicated to helping us achieve our goals. CO3 Technologies has been a key partner in our success, and we highly recommend them!"
Ryan McMillan, Head of Operations — Tytec Group
Frequently asked questions
What contract information does Nucleus manage?
Nucleus manages master agreements, device-level cover, service level agreements (SLAs), contract terms and renewals, escalation and entitlements, all connected to the equipment, customer and service activity they apply to.
Can Nucleus manage cover for individual devices?
Yes. Device-level cover records the specific service coverage for each piece of equipment, so your team knows exactly what is included for every device under a contract.
How does Nucleus handle SLAs?
Nucleus records agreed response times, resolution targets and service commitments against the relevant equipment and contracts, and lets you define escalation steps when service levels are at risk.