Contracts

tip

Role required: service_level_manager.

Contracts store information about signed agreements, including the service provider, supplier, and customer.

To set up a relationship between an IT service and an SLA, follow these steps:

1. Navigate to Contracts → Contracts.
2. Click New to create a new contract record and bind it to particular articles and categories.
3. Click Save or Save and exit to apply the changes.

Contract form fields

Field	Mandatory	Description
Number	Y	This field is populated automatically and has the CON000000 format.
Contract No	N	Specify a number for the contract.
Subject	Y	Specify a subject for the contract.
Type	N	Specify the contract type. This is the type of the agreement signed by the parties. SLA – a Service Level Agreement between the service provider and the customer. OLA – an Operational Level Agreement that describes the service provider relationships with the department responsible for service delivery. UC – an Underpinning Contract that determines relationships between the supplier and the third party that provides any services required to fulfill SLA obligations.
Contract category	Y	Specify the category your contract is related to.
Provider	Y	Specify the provider company.
Supplier	N	Specify the supplier company.
Customer	Y	Specify the customer. It can be a company, branch, section, department, unit, group, or employee.
Consumer	N	Specify the end-user.
Description	N	Add a description for the contract.
Contract status	Y	Specify the current status of the contract. Available options: Valid Not valid
Responsible	Y	Specify an employee responsible for the contractor support.
Start date	N	Specify the contract start date.
End date	N	Specify the contract expiry date.
Autoprolongation	N	Select this checkbox to automatically prolongate the contract. When this option is selected and Type is set to UC, the Supplier field becomes mandatory.
Knowledge base article	N	Reference to a particular article from the Knowledge Base with SLA, OLA, or UC selected in the Content Item Class field.
Total cost	N	Specify the contract total cost.

When a contract is created, you can create an agreement related to it by clicking New on the Agreement tab.