Maintenance & service plans

Maintenance plans are the recurring service contracts you sell to a customer, usually against a project you already installed. A plan can include a block of support hours that gets drawn down as work is logged, or it can be flat coverage with no included hours.

Before you start

Plans use the same tickets permission as support tickets. Creating, editing, or deleting a plan needs your role's tickets capability set to edit, plus the ability to create documents for your role.

Create a plan

1. Open Maintenance from the sidebar, or a project's Maintenance tab, and click New plan.
2. Pick the customer, and optionally link a project.
3. Choose what's included: Support hours (a recurring fee with a block of hours per period) or Coverage only (an SLA agreement billed hourly, no recurring fee).
4. For an hours plan, set the price and billing cadence (monthly, quarterly, or yearly), the hours included per period, and the rate charged beyond those hours.
5. Set the low-balance alert threshold: how many hours remaining should trigger a warning.
6. Optionally set a response-time SLA in hours, an end date, and a note.
7. Click Create plan.

Log hours against a plan

Open a plan's detail page and switch to the Hours tab, then click Log hours. Each entry records hours worked, a date, a category, and who logged it. Logged hours draw down the plan's balance; the balance bar turns amber near your low-balance threshold and red at zero.

Deleting a logged entry adds the hours back to the plan's balance. This cannot be undone, so confirm you mean to remove the entry itself, not just correct its note.

Low-balance alerts

When logged hours push a plan's remaining balance at or below its threshold, the organization gets a notification linking back to that plan. It only fires once per crossing, not on every entry after the balance is already low, so you will not be spammed once a plan is running on empty.

Warranty tracking

Maintenance plans themselves do not track a device's warranty term. Warranty dates live on the installed device instead: see the Warranty column on the Devices list, which is set from a project's installation records and carried forward automatically when a unit is replaced via an RMA.

Tips

• Editing an active plan's price or hours never rewrites hours already logged or amounts already invoiced. Avitly asks you to confirm before saving changes to a live plan.
• A plan's list of hours entries is filtered to that plan only; project-level time tracking and plan drawdowns share the same underlying log, so hours logged for other work never show up here.