Customer support and maintenance contracts are rarely sold as standard, and are impossible for support staff to review on short notice. With our help desk software, this information is configurable and stored, making it immediately accessible This creates instant awareness of each customer's service level agreements, and helps to avoid delivering support without customer acknowledgement for payment. Administrators can also define a customer's service level using a profile. The system tracks data related to each configured agreement, including:

• Customer Billing and Charging
  Track accounting details such as per call and by the minute billing
  
• Standard Case Response Times
  Allows configurable response times that support staff should take to resolve a case problem, and also displays an elapsed time against the open case.
  
• Budgeted Hours
  Displays remaining hours of fixed time related service contracts.