Service Agreement Overview

Use these to capture and manage the details of how and what you are delivering to your Participants/Clients

In Maica, the Service Agreement is a central object, underpinning some important aspects of your management and engagement with your Participants. It can be used to support a number of use cases, including defining the delivery specifics of your service arrangements, as well as the Participant/Client's financial utilisation and consumption of the agreed services.

Essentially, the Service Agreement, together with the Agreement Item records represent the Type, i.e. Support Category/Support Item, and the Amounts, i.e. Quantity and Rate that have been discussed, agreed and reserved for you to deliver to your Participants/Clients.

The Service Agreement record is where you can find the following information and functionality:

• Service Agreement Funding Information (Service Budget Information)

• Agreement Status (Active / Completed / Cancelled etc)

• Service Agreement Period Information (Start Date & End Date)

• Service Agreement Progress Information (Period and Funding Utilisation)

• Service Agreement Items (where the actual details of the funded supports are defined, more on those below)

• The Service Provider (if you using Service Agreements from a Plan Management perspective)

Opportunity --> Service Agreement

In order to fully leverage Service Agreement records in Maica, we recommend creating these records as part of your client acquistion/onboarding flow. Adhering to this process/flow ensures that theService Agreement will be created and populated with all the required information for Maica to best manage and automate many of your service delivery processes.

The article below contains a section defining Service Agreement creation from Opportunity.

Service Agreements as a Plan Manager

If you are using Maica from a Plan Management perspective, Service Agreements are a good way to reserve or 'quarantine' funds between a specific Provider and Participant. Via Maica, you can use a Service Agreement record to capture and define what has been agreed between the two parties, in terms of both the Support Item and the Amount or Value.

Once a Service Agreement has been defined, Maica uses this for validation purposes and also to track how the specifics of the Agreement (the Agreement Item records) are being utilised, i.e. how the Agreement budget is being consumed.

To see how the Service Agreement is referenced during the Invoice Entry process, see the article below.

Alerts & Validation

If the Participant has an Active Service Agreement at the point of Invoice Entry, the Agreement Price Book will be used as the default Price Book for Product Rate information.

Funding Information Section

The Funding Information section contains a number of Roll-Up Summary fields that aggregate data from the associated Agreement Item record(s). For example: if there are 3 Agreement Item records with a Total Allocated of $100 each, the Total Allocated value on the Service Agreement record will be $300.

In the event that there are no Agreement Item records all the rollups in this section will be blank.

Field Name	Notes
Total Allocated	The maica__TotalAllocated__c field represents the total budget, or funding allocated to the Agreement Item. Essentially, the calculation was updated and is now as per the below: For Stated Items, this is calculated as: maica__Total_Expenditure__c + (maica__Quantity_Remaining__c * maica__Rate__c) For Bucket/Category Items, this is calculated as: maica__Quantity__c * maica__Rate__c
Total Committed	Number Field, no logic but can be configured using Salesforce Flows based on unique logic and requirement.
Total Remaining	Formula using the following logic: maica__TotalAllocated__c - (maica__Total_Expenditure__c + maica__Total_Committed__c)
Total Expenditure	SUM total of the Expenditure Amount
Utilisation	Formula that divides the Total Expenditure by the Total Allocated to display a percentage indicating how much of the total Total Allocated has been consumed.

For Production clients, a script can be run to populate the new maica__TotalAllocated__c field on existing Service Agreement records.

Service Agreement Status

The Status of the Service Agreement is managed via a Formula field, meaning this is set based on the properties of the record and you do not have to manually manage this.

The Formula used to do this is below:

IF( maica__Is_Cancelled__c = true, 'Inactive',
IF(AND(TODAY() >= maica__Start_Date__c, TODAY() <= maica__End_Date__c), 'Active',
IF(TODAY() < maica__Start_Date__c, 'Pending Start',
IF(TODAY() > maica__End_Date__c, 'Expired', 'Inactive'))))

Service Agreement Related Lists

There are 2 key objects related to the Service Agreement record. These are summarised below.

Agreement Item

The Agreement Item represents the specific Budget Items or Supports that the Service Agreement will cater for. Create Agreement Item records to reflect the specific Services (Support Category and/or Support Item) that you have discussed and agreed to deliver to your Clients.

All fields on the Booking Item layout are read-only. They can be managed via the Manage Service Booking Quick Action on the Service Agreement.

Funding Information

The Agreement Item represents not only the 'what' but also 'how much' of a specific Product or Service is to be delivered to the Participant/Client via a combination of the Quantity and the Rate, or Cost for each item. This is all defined in the Funding Information section of an Agreement Item record.

Much like an Opportunity, standard Salesforce Price Book functionality is used to manage the Rate for the selected Product (Support Item). The Price Book itself is defined at the Service Agreement level, meaning that at the Agreement Item level, the Price Book Entry record is used as the source of the Rate.

This section also contains the following formula or calculated values:

Agreement Item Field	Description
Total Allocated	The maica__TotalAllocated__c field represents the total budget, or funding allocated to the Agreement Item. Essentially, the calculation was updated and is now as per the below: For Stated Items, this is calculated as: maica__Total_Expenditure__c + (maica__Quantity_Remaining__c * maica__Rate__c) For Bucket/Category Items, this is calculated as: maica__Quantity__c * maica__Rate__c
Total Expenditure	Represents the amount spent by the Participant for the Agreement Item. This is calculated as the SUM of the Invoice Line Item (Line Total) records associated with the Agreement Item. This value is calculated and managed by Maica.
Total Remaining	Formula using the following logic: maica__TotalAllocated__c - (maica__Total_Expenditure__c + maica__Total_Committed__c)
Utilisation	Formula that divides the Total Expenditure by the Total Allocated to display a percentage indicating how much of the total Total Allocated has been consumed.

Schedule Information

Beyond the financial or funding information, the Agreement Item is also the place where you can find the Schedule information that will provide a template or guide when managing service delivery activities.

These fields are as follows:

Agreement Item Field	Description
Schedule	Indicates if the Support Item should be delivered once off or in multiple instances, i.e. part of a schedule Values are: - Only one time - Multiple times
Service Frequency	How often should the Item be delivered under the Service Agreement. Values are: - Daily - Weekly - Monthly - One Time If Schedule = Only one time, this value will be One Off
Service Duration	The default duration of time the Support Item will be delivered for, i.e. 1.0 hour
Service Day	Indicates the nominated delivery window (day) of the Participant/Client. Values are: - Weekday - Saturday - Sunday - Public Holiday - Anytime
Service Time	Indicates the nominated delivery window (time of day) of the Participant/Client. Values are: Values are: - Daytime - Afternoon - Evening - Night - Anytime
Schedule Day	Indicates the selected delivery window (time of day) of the Participant/Client. Values are: - Monday - Tuesday - Wednesday - Thursday - Friday - Saturday - Sunday

The Service Day, Service Time and Schedule Day fields are used to filter the list of Products (Support Item) for the Agreement Item. The intention is to ensure that the Product selected and ultimately delivered to the Participant/Client matches their preferences captured in the Opportunity stage.

If the Service Agreement is created from an Opportunity, these fields will be populated as part of this process

Manage Service Agreement

The Manage Service Agreement Quick Action (or QA) brings a number of key, everyday functions directly within Salesforce providing greater flexibility and control over how you deliver your Services to your Participants/Clients.

The Quick Action is accessed directly from a Service Agreement record with each of the functions described below.

The available actions via the Manage Service Agreement Quick Action

Update Price Book

The Price Book on the Service Agreement is used to manage the Rate, or cost, of the Support Item defined for each Agreement Item record.

This is initially set based on the originating Opportunity, or the Opportunity that was used as the source to generate the Service Agreement. Once the Service Agreement record has been created, there may, at times, be a need to update the Price Book associated with the Service Agreement and the Agreement Item records. The Manage Service Agreement QA is just the place to do that.

In order to update the Price Book, simply clear the lookup of the existing value and select the new Price Book you would like to use. Once selected, the following will occur within the modal:

• The Rate for each Agreement Item will be refreshed to reflect the new Price from the Price Book

  • Well technically this is from the Price Book Entry for the specific Product

• The Total for each Agreement Item will be updated

• The Total Allocated, or SUM total of all Agreement Item records, will be updated

The image below illustrates how to update the Price Book and how the updated price impacts each Agreement Item and the overall Service Agreement budget.

Update Price Book via the Manage Service Agreement Quick Action

When you click Submit and save the changes, the following updates are triggered:

• The Service Agreement Price Book lookup will be updated

  • This is themaica__Service_Agreement__c.maica__Price_Book__c field

• The Rate of all associated Agreement Item records will be updated to reflect the price from the new Price Book

  • Well technically this is from the Price Book Entry for the specific Product

  • This is the maica__Agreement_Item__c.maica__Rate__c field

• The following Agreement Item fields will be recalculated:

  • Total Allocated ($)

  • Total Remaining ($)

  • Utilisation (%)

• The following Service Agreement fields will be recalculated:

  • Total Allocated ($)

  • Total Remaining ($)

  • Utilisation (%)

The recalculation of the Total Allocated value based on the updated Rate will very likely reduce the amount of available funds for the Agreement Item as it usually reflects an increased price for each Support Item (Product).

• Lastly, an Agreement History record will be created as an audit record or history of the updates made. The tracked fields include:

  • Original Agreement Amount

  • New Agreement Amount

  • Original Agreement Quantity

  • New Agreement Quantity

  • Original Price Book

  • New Price Book

Agreement History record with the Agreement Amount and Price Book Updates

Manage End Date

Extend End Date

In the scenario where a Client wishes to receive the same (or similar) Services and continue beyond the current Agreement date range, you can extend the End Date of the current Service Agreement rather than go through the Opportunity process to generate a new Agreement.

There are two options when extending the End Date:

• Update Service Agreement only

  • This will update the End Date of the Service Agreement record only

• Include Agreement Item(s)

  • If you check this option, the End Date of all associated Agreement Item record(s) will also be extended

The word similar was italicised in the text above to indicate that you can extend the Service Agreement and continue to work within the same Support Categories. You cannot add new Support Categories. In order to do this, you need to go through the Opportunity process.

Reduce End Date

If circumstances change between you and one of your Participants, you can use the manage Service Agreement QA to reduce the End Date of a existing Service Agreement. This may be needed in the scenario where you need to Cancel or End a Service Agreement prematurely.

To do this, you do not need to delete the record, instead, you can reduce the End Date and set a date between today’s date and the existing End Date. Doing this will update the End Date on the Service Agreement and if the new End Date entered = TODAY, the Status will be automatically updated to Inactive also.

Just like the extend End Date described above, you can reduce the End Date of the Service Agreement only or you can include the Agreement Item record(s) also.

Agreement Item Dates

In regards to managing both the Start Date and End Date of your Agreement Item record(s), you can do that via the two date fields in the Agreement Item table. Simply locate the desired Agreement Item and set the updated date. Doing this will update the Agreement Item only and not the Service Agreement.

The following validation applies to the Agreement Item Dates:

• The Agreement Item Start Date must be the same or after the Service Agreement Start Date

• The Agreement Item End Date must be the same or before the Service Agreement End Date

Manage Support Item & Quantity

As the needs and goals of your Clients change, the Manage Service Agreement QA provides the flexibility to adapt your Service Agreements and change along with them.

Similar to Service Bookings and how flexibility is provided for funding at the Support Category level, the Manage Service Agreement QA provides the ability for you to update and change the Support Item, (Product), at the Agreement Item level.

In order to update the Support Item, simply click the drop-down and select the new Support Item. Once selected, the following will occur within the modal:

• The Rate for each Agreement Item will be refreshed to reflect the new Support Item

  • This is based on the Price Book (or more accurately, the Price Book Entry) associated with the Service Agreement

• The Total for the Agreement Item will be updated

• The Total Allocated, or SUM total of all Agreement Item records, will be updated

The image below illustrates how to update the Support Item and how the updated Rate impacts the Agreement Item and the overall Service Agreement budget.

You can also update the Quantity as part of updating the Support Item, or alternatively, you can update the Quantity of an existing Support Item. Any change in Quantity will also effect the Agreement Item Total, as this is calculated based on Quantity * Rate.

Update Support Item via the Manage Service Agreement Quick Action

When you click Submit and save the changes, the Agreement Item will be updated with the new Support Item and/or Quantity information, triggering the same recalculations as described in the Update Price Book section above.

Manage Delivery Mode

The Delivery Mode allows you to specify how you would like to use the available budget of a Service Agreement, particularly when scheduling services to be delivered. We offer you two distinct ways to treat the available Service Agreement budget, including:

• Locked which means that only the actual Support Item specified can be used when scheduling services; this can be compared to a stated Support (Service Booking Item) in which a specific Support Item is stipulated and can't be changed for delivery.

• Flexible which means any Support Item from the associated Support Category can be selected when scheduling services. This essentially represents a bucket of funds for a given Support Category from which services can be scheduled. This is similar to Service Bookings and how flexibility is provided for funding at the Support Category level.

We only allow you to have one flexible Service Agreement Item per Service Agreement as Maica can't manage multiple buckets of the same category when reducing the available budget.

You can include any number of Support Category/Support Item combinations that are locked within your Service Agreement, as long as this combination is unique within the agreement.