4. Add a support contract

A support contract says how much support time a client has paid for, so Timelint can count logged time against it and show both of you the balance.

Set up the contract

1. On the service desk project, choose Settings, then the Support contract tab.
2. Choose a Billing model:
   • Monthly allowance: the client pays for a number of hours each month.
   • Pay as you go: time accrues and you invoice in arrears.
3. Set the Start date. Allowance is added from this date onwards.
4. Set Monthly hours, for example 10. Use 0 if the client buys blocks of time instead (see below).
5. Expiry (months) controls how long each month's hours last before unused time lapses. Leave it empty and unused hours never expire.
6. Consumption basis decides what uses up the contract:
   • Tracked time (work logs): the time your team logs on in-contract tickets.
   • Ticket estimate when marked Done: the ticket's estimate, counted when it reaches Done.
7. Choose Save changes.

Allow negative balance is recorded on the contract, but nothing stops anyone logging time once the balance runs out. The balance simply goes below zero and shows as over contract, so you can bill the overage.

Prepaid blocks and top-ups

For a client who buys a block of hours, such as "40 hours, paid in advance", save the contract first, then use Add credit under Credit history. Each credit is a separate block with its own date and, optionally, its own expiry. The history table shows how much of each block has been used and how much is left.

In contract and out of contract

Every service desk ticket is in contract unless you say otherwise. On a ticket, switch Out of contract to Yes for work the contract doesn't cover. Time logged on that ticket then doesn't use up the balance. The queue can filter by contract state.

Next: 5. Log time and watch the balance