It is important to create a Service Level Agreement (SLA) which will provide the basis for the service contract you sign with your customer(s). The SLA is an agreed upon document that details the average technician response, and resolution times for technical support issues.
The first step is setting up your ‘business hours’, as this will be an indispensable part of the SLA. Learn how to set your business hours.
Next, create an SLA.
Finally, you can create your customer contract. Contracts can be based upon a retainer/flat fee, an hourly rate, block hours, block money, a project hourly rate, a project one-time fee, as well as on specific services such as remote monitoring, and online backup. You can have multiple contracts with any one customer, based on different types of support or different support hours. Clicking on any of the above links provide you with instructions for setting up the specific type of contract.