Service contracts and follow-up

Schedule the obligation, not just a reminder

A recurring service agreement connects the customer, covered location, service category and visit cadence. Each contract item has its own next obligation. This matters when one customer has several locations or different service schedules: a single reminder on the account cannot safely describe every visit the team owes.

The system creates a durable service call for an eligible occurrence and retains the occurrence identity. Running the scheduled job again returns that same call instead of adding another visit. Activation dates, expiry, suspension and cancellation define which obligations are eligible. Irregular schedules need an explicit calendar, so a visit count is never mistaken for a complete recurrence rule.

Carry service history forward

Dispatch receives recurring work through the same assignment process used for a new request. The team still checks current skills, availability, customer windows and access instructions before committing the visit. A recurring contract does not reserve an unavailable technician or override an expired certification.

A follow-up after completed work is linked to the original call. That relationship keeps repeat visits visible without editing the earlier signed result. Managers can distinguish a new scheduled maintenance obligation from a recall that indicates the first visit did not resolve the issue. Both have useful history, but they answer different operational questions.

Interpret feedback with its context

After completion, an eligible survey request is sent once through the configured feedback connection. The service record retains whether the provider accepted it and whether a verified response arrived. Missing responses remain missing rather than becoming poor scores. Technicians and managers can use the feedback alongside the actual visit and category, with appropriate access to comments and customer details.

How the work moves

Create recurring obligations. Operations Manager activates an agreed ServiceContract with item-specific locations and recurrence. Generate each occurrence once using ContractItem and OccurrenceDueDate; SourceRequestKey prevents duplicates after retries. Respect effective contract dates, suspension and cancellation. Advance an item only after its durable call exists; changing future recurrence does not erase earlier obligations.

Handle cancellation and follow-up. Dispatcher cancels only eligible unstarted calls; Operations Manager handles escalated interruption with recorded reason and review of labor, parts, signatures and payment consequences. Completed calls remain immutable; a recall is a new linked call. Rescheduling preserves an audit trail and either commits a new feasible window or links an explicitly superseding call without leaving duplicate active reservations. Generate one permitted survey intent after the configured delay, retaining provider acceptance and response identity.

Review service outcomes. Operations Manager reviews completed-call cohorts, arrival windows, closed labor utilization, net parts usage, acknowledged revenue, payment exceptions and actual survey responses. Managers resolve failed mobile, inventory, AR and payment intents through their original command identities. Viewer access masks location secrets, individual credentials and processor references. All reports retain their defined population and outcome basis.

Review the exception

A suspended contract must not continue generating future visits through an old queued job. A delayed or repeated survey callback must not create another response or invitation. Show the population behind the report: completed calls, sufficiently mature first-time-fix cohorts, promised arrival windows and actual survey responses. These distinctions help the team decide whether an issue comes from dispatch, service quality, scheduling coverage or simply incomplete observation.