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Reviewing included service hours

Decide which time entries are covered by a customer's monthly allowance before billing the remainder.

Needs: Pro · Billing

Plans lists each service plan with its priority cap, SLA calendar, discount and included hours, and the form to add another.

Plans lists each service plan with its priority cap, SLA calendar, discount and included hours, and the form to add another.

A service plan can include a monthly number of hours. CRM-NG keeps a ledger of entries waiting for a coverage decision and entries approved against that allowance. Staff use that ledger to decide which work the agreement covers and which work remains billable.

Set the allowance and approval policy

Assign the plan to the company and check whether an individual client has an override. Review the monthly hours, discount and after-hours waiver. The company's verification policy determines who can approve covered time: the default is manager verification, with an option for technicians to verify their own eligible work.

Unused hours do not roll over to the next month. Check the work month and plan assignment when reviewing an unexpected balance.

Review the ledger before creating an invoice

  1. Open the included-hours area from the relevant client, company or billing view.
  2. Review each pending entry's date, duration, description and linked work.
  3. Use the permitted verification action to decide whether the agreement covers it.
  4. Check the hours used and the remaining amount to bill.
  5. Create the invoice for eligible uncovered work, then review the draft.

Finish these decisions before billing. If a pending entry has already been invoiced, changing the plan afterward does not resolve the original entry and invoice relationship. Review both records to determine the correction needed.

If the balance seems wrong

Check the company's plan, the client's override, the selected month and the entries already approved. Also inspect permissions and existing invoice links. The total hours recorded can differ from the hours accepted as covered.

See time rates for how charges are calculated and service plans for the other terms that can apply to the customer.