Hello everyone. This is John Grande, coming to you once again from DimeSoft Business Solutions, and as always I am the guy who is absolutely thrilled to be talking to you about Acumatica ERP.
Today we are going to be talking about support contracts and case management, what they are, and how to do it. Let's go ahead and jump into the cloud and take a look. Here we are, inside of Acumatica once again. To create a support contract we're going to the finances sweet, find the accounts receivable module, and right here in the work area you will find customer contracts. So the first thing I'm going to do, is to choose a contract template that I've already created. And we'll go over some of the details of that template in just a moment. I will choose our customer, USA Bartending School, and you'll notice that once I selected this template many of our area went ahead and got populated.
We go into the details tab, and you'll notice, because of the template that we chose, the description of this type of contract is yearly support contract, four hours a month. And what that means, by looking at the data over to the right, is it includes four hours of free support, and if we happen to go over those four hours we will bill at $125 an hour for everything over and beyond those first four hours. Now, before moving forward we need to go ahead and activate this support case. So I go to the option that says setup and activate contract.
Now that the contract is set up, your customer can submit a support case by picking up the phone and calling, by sending you an e-mail, by showing up at your facility, or by logging into the Acumatica partner portal, which will allow them to submit the support case directly into your system. So let's do that.
Here we are in an entirely different web browser. I am logging in to the partner portal, or the customer portal, whichever you choose. And here I am, now in the system. I'm going to click new case, it's going to give me the support contracts that are available to me, so I'm gonna choose the one we had just created. I will choose my class ID, and in the subject line I will say, "My widget is broken." And if I need a little more details I can type them down here. And I'm gonna click submit.
Now going back in, as our own user, if I go to my dashboard and find the dashboard that is called the support dashboard, I see here that I have five unassigned cases. We're going to click there, and right here at the top is the support case that was just submitted to us through the customer portal, that we had just created. Let's go ahead and open up that support case. Now a variety of things can take place. I can add notes, which we'll do a little later, and allow the customer to see what my status is, et cetera. But for the sake of time management, let's go ahead and fix the problem and repair this widget.
And we're gonna do that by going to activities, adding an activity called add work item, and in the summary I'm gonna say, "The broken widget is fixed." And let's assume it took us seven hours to fix the broken widget. Remember that the support contract only covers the first four hours for free, the rest of the remaining three hours will be billed at $125 an hour. I'm going to choose a project code because that's a required field, and I'm gonna choose complete. Up here in the notes I'm going to type, "We fixed the widget and it's ready for pickup." And I am going to save and close this.
Now, maybe at the end of the day or the end of the week, whenever we do our time and expense runs, I'm going to go into the time and expense module, here in the organization suite, go to processes, and choose release time activities. There's only one activity here, the one we just created, but in reality you may have a whole list, or pages of these. I'm going to choose the one I want to process, or release, and choose process. And that's all, it's done.
So, let's go back in for a moment as the customer. And here's the support case, but let's refresh the page. And I see up here in notes, here is the note that I had left, "We fixed the widget and it's ready for pickup."
Now, let's go back in as the company administrator, and I'm going to go into the finance module, and under accounts receivables I'm gonna go to my processes tab, and I'm going to run contract billing. You notice that I had populated the date a month from now, and included in that time is the support contract for USA Bartending School, the one we created and just worked in. I'm gonna choose that one and I'm only gonna process that, although in reality you may process all of them.
Let's go ahead and take a look at the contract now. If I go into contract history, you'll see the date that I created the contract, the date that I set it up and activated, which is the same, and then the date that I created my first bill. And of course all subsequent bills will show up bellow this, in the future. AR history, you'll see that there's an amount due of $375. To see how we came up with that sum I'm going to click on this reference, and you'll see right here in my invoices and memos the four hours that's included of case labor, the four hours that I used. But remember, we did seven hours worth of work, that seven hours minus the four that we used is three. So here's the three hours of overuse time, times $125 an hour, comes to $375. If I want more details, especially if I'm the controller or an accountant, I'll go to financial details and then click on the actual journal transaction, and here's how it shows up in the ledger.
That's everything I wanted to show you today. I'd like to thank you for taking the time to sit through this demonstration. As always, if you should have any questions regarding what you saw, or anything relating to Acumatica, please feel free to reach me at 951-928-1990, extension 212, or you could always contact me by e-mail at jgrande@DimeSoftinc.com. Thank you very much everyone, I appreciate you taking the time to view this video, it's always my pleasure, and I'll be looking forward to producing the next one for you.