Service delivery

Engineers record recurring service entries for delivered work. A service date and description say what happened; hours, rate and the billable flag describe how the line contributes to the agreement. Each entry identifies both the engineer and the managed service agreement. Those links matter at review time because the configured approval checks that the line is billable, carries hours and belongs to an agreement.

A line begins in Draft, moves to Submitted, and becomes Approved when submission passes the billable, hours and agreement checks. The approval operation records a review decision and an operation receipt. When the guard fails, the line stays Submitted and the failed attempt is recorded. That visible result gives the reviewer a specific item to return to the engineer. Invoiced is a separate status on the service entry; do not treat approval itself as an invoice.

• Delivery entry. The engineer records date, description, hours, rate and agreement while the work is fresh.
• Review decision. Submission checks billable status, hours and agreement; the reviewer inspects its result.
• Agreement effect. Approved and delivered amounts feed agreement-level economics for the delivery manager to inspect.

Choose the service descriptions and rates the team will use consistently. Decide who is allowed to mark a line billable and who performs the review. The reviewer should know whether the agreement’s contract value is a hard ceiling or a signal to discuss scope. Keep that commercial judgment separate from the approval guard: the configured check tests the service line’s billable flag, hours and agreement link.

Agree on how to handle work that should be recorded but not charged. The engineer can mark a line nonbillable, but submitting it to the service approval operation will fail its guard. A service delivery manager can still use the record to understand what the team did, while the reviewer keeps billable approvals focused on eligible lines.

An engineer completes a remote monitoring task for an active client agreement. They enter a dated description, positive hours and a rate, mark it billable, and submit it. Submission checks the agreement and hours. The line becomes Approved, and the decision and receipt provide a trace for later questions. Open the agreement and compare delivered amount with approved amount before billing planning.

Now try the same case with the agreement omitted. The reviewer should see that the line remains Submitted and that the operation receipt records failure. Correct the agreement link, then resubmit the line. This rehearsal teaches the team what a failed guard looks like without rewriting the work history. If a line is separately marked Rejected, preserve its description and notes so the engineer can identify the correction.

• Approved Not Invoiced — Approved service lines that billing can inspect against their agreements.
• My Service Entries — An engineer’s own lines and their current review status.
• Rejected Recurring Service Entries — Lines needing correction or a delivery discussion.

See service approval for the review sequence and agreement margin for the commercial follow-up.