Contract types and coverage
The contract type describes how a client is billed, and coverage rules decide what happens to time logged against tickets for that client.
Available contract types
msa— master service agreementblock_hours— a prepaid block of hourstime_and_materials— billed by actual work performedfixed_fee— a set price for a defined scopeper_device— priced per managed deviceper_user— priced per userhybrid— a mix of the above
Block-hours contracts can also carry prepaid hours and a block alert threshold so you are warned as the balance runs low.
How coverage works
Coverage is evaluated per work type and produces one of three billing outcomes:
| Outcome | Meaning |
|---|---|
covered | Covered by contract — no separate charge |
billable | Billable to the client |
no_charge | No charge |
Defaults vs. overrides
Each contract type has default coverage per work type (the contract type coverage matrix). An individual contract can deviate by adding a coverage override for a specific work type, with an optional note explaining why. Overrides take precedence over the type defaults for that one contract.
When an agent logs work on a ticket, the client's coverage summary appears in the ticket sidebar so the billing outcome is clear before time is saved.