Objectives
This article outlines how to create a new Service Agreement in BuildOps.
By the end of this guide, you will be able to:
✅ Add, edit, & activate Service Agreements in BuildOps
✅ Create scheduled or unscheduled Maintenance Visits that can be managed from the Dispatch Board
✅ Enter Service Agreement Budgets to track Budgeted vs. Actual costs
✅ Set up your Recurring Maintenance Invoice layout for efficient invoicing
Things to Consider
✔ Prior to creating a Service Agreement, verify that your Service Agreement Settings are set up.
✔ Confirm that your Custom Fields settings include appropriate Service Agreement Tags, Asset Types, Maintenance Types, Work Types, & Service Agreement Types.
✔ Set up your Checklist Library according to your Asset Types and their most commonly performed services.
✔ Verify that you have filled in all Payroll Cost Codes & Types in the Labor Rate Groups & Types tab in Labor Settings.
✔ To access the Checklist Library, navigate to Directory > Checklist Library.
✔ Select the specific asset type from the list on the left.
✔ Use the 'Add Checklist' button to create or add new checklists to the asset type.
✔ Have the preventative Maintenance contract available to reference during Service Agreement creation.
✔ You need to have a Customer, Property, & Property Contacts created before you can create a new Service Agreement.
Table of Contents
How to Create a Service Agreement
✔ Confirm that your Service Agreement Settings, Custom Fields, & Checklist Library are configured correctly prior to getting started.
✔ You need to have a Customer & Property created before you can create a new Service Agreement.
You need to have a Customer & Property created before you can create a new Service Agreement.
Search for your Customer
● On the Customer page, click to the Service Agreements tab. Click + NEW AGREEMENT (on the right side, halfway down the page)
Steps to Create a Service Agreement:
Enter Agreement Information
Add Properties & Assets
Create Maintenance Plan
Schedule Maintenances
Labor Budget
Agreement Budget
Invoice Setup
1. Enter Agreement Information
1.1 - OVERVIEW
✅ Agreement Name* - Decide on a naming format
We recommend using the agreement name that is on the contract you have with your Customer.
For example: Intralot Concord NH
Agreement Number* - This field will auto-populate, but you can override it and add a custom number if needed.
Service Agreement Type* - Select the correct Service Agreement Type.
The Service Agreement Type governs what kind of work is part of the Service Agreement scope (e.g., Maintenance, Repair, Emergency, etc.). Each type of work can be billed differently:
Billable = All costs on the job are billable.
Labor Non-Billable = All materials on the job are billable.
Non-Billable = No costs on the job are billable.
✅ Customer* - Select a Customer.
Billing Customer* - This field will auto-populate based on the selected Customer, but you can override and choose a different billing Customer if needed.
Property Budget Mode - Select Together or Separate depending on how you want to build the budget for this contract.
If multiple Properties are tied to a Service Agreement:
Click Together to create a single budget for all properties.
Click Separate to create multiple budgets.
✅ Start Date* - Enter the contract start date.
End Date - Enter the contract end date (optional).
If left blank, the Service Agreement will continue to generate Maintenances until an end date is added.
Adding an end date is recommended if you typically renegotiate contract terms at the end of the year.
✅ Department* - Select your service Department.
PO Number - Add a Customer PO number for the Service Agreement if provided by the Customer (optional).
Project Manager / Account Manager / Sold By:
Enter the correct internal Contact for each field (optional).
The Account Manager should be selected to track commissions.
* Indicates a REQUIRED field. The user will not be able to proceed to the next step until all required fields are completed.
✅ Rate Card - Click the header RATE CARD to move to the next section.
RATE CARD
✅ Select the Standard Pricebook or create a new Pricebook specific to the Service Agreement.
NOTE: If you create a new Pricebook, the name of the Pricebook will be the name of the Service Agreement.
Unless the Customer gets special pricing on parts/labor for regular service Jobs, we do not recommend creating a new Pricebook.
ATTACHMENTS
✅ Uploading Files in the Service Agreement Module
You can drag & drop files such as:
A PDF of the signed contract
Asset manuals, photos, drawings, and other documentation
📌 Upload Restrictions:
In the Upload Contract section, you can upload only one (1) file.
In the Upload Attachments section, you can upload multiple files.
✅ Saving Progress
After completing Step 1, you have two options:
Click “SAVE AS DRAFT” (upper right corner) to finish the setup process later.
Continue to the next steps immediately.
✅ Viewing the Service Agreement Draft
On the Service Agreement draft, you will see:
Service Agreement name, number, and status at the top.
Customer information on the left side.
Schedule, pricing, and contract details below the Service Agreement name.
✅ To continue editing the Service Agreement, click EDIT AGREEMENT in the upper right corner.
✅ To move to the next step, Click NEXT STEP in the bottom right corner.
2. Add Properties & Assets
In this section, you will select the Properties, Assets, and Checklists covered in the Service Agreement.
Properties – The physical job locations.
Assets – The pieces of equipment.
Checklists – The series of tasks that need to be completed for the equipment at each site.
✅ Adding Properties
Select which Property will be covered by this Service Agreement.
You can have multiple properties tied to a single Service Agreement if you send one invoice to your billing customer for all work performed.
✅ Selecting Assets
Once you have added a Property, you will be able to select a Property Asset.
Click the down arrow next to the Asset Type to display all Assets.
Ensure the correct Assets are selected for the Service Agreement.
To bulk select all Assets, check the box next to the Asset Type header.
If there are no Assets to choose from, click “ADD ASSET” in the upper right corner.
Assets created at this stage will also be added directly to Property Assets
✅ Selecting Checklists for Assets
Ensure that at least one checklist is selected for each Asset.
You can add multiple checklists to an Asset.
✅ Property Checklists
Add any Property checklists (checklists that do not specifically apply to Assets).
Examples of Property checklists:
Job hazard analysis
Safety inspection
✅ Proceeding to the Next Step
Click “NEXT STEP” in the bottom right corner to continue
3. Create Maintenance Plan
Upon reaching Step 3, you will see a table displaying all Maintenances. These are the Maintenance Jobs that repeat annually from the Service Agreement Start Date to the End Date.
✅ Customizing the Maintenance Plan
Click the Property name (upper left corner) to expand the checklists.
Click the Asset Type and select the Asset to make changes to the Asset checklist.
✅ Modifying Checklist Tasks
Go through each Task in the checklist and update the following fields as needed to match the signed Customer contract:
Go through each Task in the checklist and update the following fields as needed to match the signed Customer contract:
Task Name
Labor Estimate (in minutes)
Interval
First Due Date
Use the slider at the top of the checklist to bulk offset all First Due Dates by the desired number of months.
Example:
If your First Due Date is 1/1/2023, and you select 4 on the slider, the Due Date will be offset by 4 months (not moved to the 4th month of the year).
You can adjust Due Dates:
🔹 Individually for each Checklist.
🔹 Globally using the slider on Step 2 to apply changes to all Checklists in the Service Agreement.
Total Number of Occurrences
✅ Adding & Managing Tasks
To add additional tasks, click “+ ADD TASK”.
A copy of the last task will be added to the bottom of the checklist.
Example: If the last task is “Fill Out Form”, clicking “+ ADD TASK” will add another task with the same name.
To delete a task, click the three dots on the far right side of the task name.
✅ Adding Parts & Materials
Click the bolt icon ⬡ next to the task name.
Search for the item, check the box to select it, update the description and quantity, then click SAVE.
Type to search for your item, check the box to select the item, update the item description and quantity, and click SAVE.
✅ Adding Forms to Tasks
Click the form icon next to the task name.
Search for the form and select it.
Optionally, make the form required for the Technician to complete the Visit.
Click SAVE.
If the form does not appear, check Form Settings to ensure it has a form type of “Task”.- To change a form's type to "Task": - Go to the Form module under the company settings dropdown. - Find and copy the desired form. - Click the pencil icon to edit the copied form. - Change the form type to "Task", and save it. - This ensures the form becomes available for use within your Service Agreements.
Note: Only BuildOps Support or your Customer Success Manager can update the Form Type.
Once a form or item has been added, the bolt ⬡ and form icons will turn from gray to blue.
✅ Finalizing the Maintenance Plan
Complete this process for all Asset checklists and Property checklists before moving to the next step.
Click “NEXT STEP” in the bottom right corner to proceed.
4. Schedule Maintenances
Important Note
When you make changes to an agreement—like adding a property, updating a checklist, or adjusting a task—only that specific property’s schedule is cleared in Step 4.
✅ Scheduling a Maintenance
Scheduling a Maintenance creates a Visit that will appear on the Dispatch Board.
For a Visit to be properly scheduled on the Dispatch Board, you must specify:
Date
Time
Primary Technician
If any of these fields are left blank, the Visit will be created as Unassigned.
You can later edit/add these details by filtering for the Job in the Unassigned Tray at the bottom of the Dispatch Board.
✅ Adding People to a Visit
At the top of the page, you can add People to the Visit.
It is recommended to select a Property Representative (Department will auto-populate).
The following roles can be assigned on a Maintenance-by-Maintenance level:
Crew
Primary Technician
Additional Technicians
Scheduling Maintenance Jobs is done in 3 steps:
1. Select the Maintenances to Schedule
📌 Considerations for Selecting Maintenances
Review the Asset, Maintenance Tasks, and discipline (e.g., HVAC, plumbing, controls, etc.).
Any Individual Maintenances from Property Checklists (Step 3) will be displayed in a separate table below the Maintenance table.
Grouping & Selecting Maintenances
Once you have determined which Maintenances to group together:
Check the boxes next to the Maintenance Number.
2. Click “Edit Maintenances”
3️. Fill in the table
✅ Configuring the Maintenance Group
📌 Required Fields
Maintenance Group Name – Add a name to describe this Maintenance Group.
Example: Spring Maintenance, Fall Maintenance, RTU Full PM, RTU Minor PM
Maintenance Tags – Select a Maintenance Tag, if applicable.
Maintenance Type – Select a Maintenance Type (Required).
Budgeted Hours – This field auto-populates based on the labor estimate from the checklist labor.
This impacts monthly budgets in Step 5: Labor Budgets.
✅ Assigning Technicians & Scheduling Visits
Primary Technician – Select a Primary Technician.
Additional Technicians – Add Additional Technicians, if applicable.
Number of Visits – Set to (1) or more if you want to create Visits for all Maintenances.
Schedule Visits – Leave as 0 unless you want the Visit to be created X days before the Due Date.
Crew – Select a Crew (optional).
📌 Crews are set up under Personnel Settings.
✅ Additional Visit Details
Service Description – Ctrl + V the Maintenance Tasks or add additional information about the work to be performed.
Forms – Add a Visit Form, if applicable.
📌 “Visit” forms can be added in addition to Task Forms.
Visit Duration – Add an estimated Visit duration.
Start Time – Add a Visit Start Time.
✅ Final Step
Click SAVE.
The Maintenances will disappear from the Maintenances table, and will appear in their own Maintenance group. You can edit the Maintenance group by clicking “EDIT MAINTENANCES”.
For excluded Maintenances, click the edit pencil on the right side of the task line, and fill in the table according to the above instructions.
Follow this process to schedule all Maintenances.
To move to the next step, Click NEXT STEP in the bottom right corner
5. Labor Budget
✅ Purpose of the Labor Budget
The Labor Budget allows you to compare Budgeted vs. Actual Costs for different factors:
Work Types (e.g., Maintenance, Repair)
Labor Groups
Labor Types (e.g., Apprentice, Journeyman, Foreman, Shop, etc.)
Hour Types (e.g., Regular, Overtime, etc.)
📌For multi-year contracts, you can create separate budgets for each year.
✅ Filling in the Data Fields
Click into the space below each field to add a selection:
Labor Type
Hour Type
Hours
✅ Final Step
Click NEXT STEP in the bottom right corner to proceed.
6. Agreement Budget
Click “CALCULATE LABOR FROM THE LABOR BUDGET” to
automatically populate the labor section of the Service Agreement
Budget.
Fill in the remaining Cost Type Budget values for each year and Work
Type to complete the Service Agreement Budget.
To move to the next step, Click NEXT STEP in the bottom right corner.
7. Invoice Setup
Select (1) of the following Billing Types under Invoice Setup:
● Recurring - A Service Agreement has one recurring transaction
for a set amount that is repeated at a regular interval.
● On Completion - Bill on service completion assumes an Invoice
will be sent only after the Maintenance Job is completed.
Invoice Setup - RECURRING
● Select “Invoice all properties together” or “Invoice each
property separately” (for multi property Service Agreements)
● Select an Interval
Invoice Previews
● How would you like to price future years?
○ “Repeat first year” will be selected automatically
■ Add an Annual Agreement Amount - this amount will
be split equally between all Invoices that will be
generated
○ To alter future pricing for multi year agreements, click “Use
an escalator” to change the Invoice pricing by a specific
percentage % per year
○ Or, click “Manually enter amounts” to enter a custom $
Invoice amount for each year.
NOTE: To manually enter amounts, the Service Agreement must have
an End Date set up on Step 1 for this feature to work.
Click “+ ADD INVOICE TEMPLATE” (upper right corner) to predefine the
Invoice fields.
● Invoice Template Version
● Email To recipient
● Invoice PDF Preset
● Email Template
● CC recipients
● BCC recipients
● Email Subject
● Invoice Summary
● Invoice Line Items
○ Each Invoice Template must have at least (1) line item. If
there are multiple lines, the total must equal 100%.
Click CREATE & APPLY NEW INVOICE TEMPLATE.
Invoice Setup - ON COMPLETION
Invoice Previews
● How would you like to price future years? Choose (1) of the
following options:
○ “Repeat first year” (will be selected automatically)
○ “Use an escalator” to change the Invoice pricing by a
specific percentage % per year.
○ “Manually enter amounts” to enter a custom $ Invoice
amount.
● Choose a Billing Style for each Maintenance Type created in Step
4 Scheduling Maintenances.
○ FIXED - after the Maintenance is complete, bill a fixed $
amount to the Customer
○ T&M - Time & Material billing
○ NONE - non billable
● Add an Invoice Amount for each Maintenance Type for each
group created from Step 4.
Example #1 - Repeat first year
Example #2 - Manually enter amounts
Example #3 - Use an escalator
● Click “+ ADD INVOICE TEMPLATE” to predefine the Invoice fields.
Click “SAVE AS DRAFT” (in the upper right corner) to return to the
Service Agreement draft.
Activate Agreement
Click to the Maintenances tab and double check that each
Maintenance has (1) Visit assigned.
To activate the Service Agreement, click “ACTIVATE AGREEMENT” (in
the upper right corner).
You will see a notification that says all Maintenance Jobs within 90 days
of today will be created. Click “ACTIVATE AGREEMENT”.
🔁Refresh the page.
⚠️To cancel, clone, or revise an active Service Agreement, click the
three dots in the upper right corner of the Service Agreement page.
Service Agreement Page
On the Service Agreement page, you will see all information related to
the Service Agreement by clicking through the middle tabs.
● In the Maintenances tab, you will see a list of Maintenances that
are due within the next 90 days.
If you click on the Maintenance number of a specific Maintenance, you
will be directed to the Maintenance page which will show you all details
about the work to be performed during that Maintenance Job Visit.
Maintenance Page
Creating Jobs Of Other Work Types
If a technician has identified that repair work can be done while they
are on a routine Maintenance Visit but the office wants to track
separate costs on Repair vs. Maintenance Work, a technician can create
a separate Job associated with the Service Agreement. This is done via
BuildOps web and/or mobile.
A Job’s Work Type is set when a new Job is created. It is determined by
the Service Agreement Type. All Maintenances have a “Maintenance”
work type by default, which cannot be changed.
Each Work Type has an invoicing preference associated with it.
● In Non-billable Jobs, all Items on the Job Report will be
automatically marked as “Do Not Invoice”. Non-billable Jobs will
have “Do Not Invoice” as the default invoicing status.
● In Labor Non-billable Jobs, all labor lines on the Job Report will be
automatically marked as “Do Not Invoice”. The default invoicing
status for Labor Non-billable Jobs will be “Not Invoiced”.
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● Standard Jobs will be treated as typical Time & Material Jobs.
To create Jobs of different work types from BuildOps web:
1. Create a Job for a Property that has an active Service Agreement
associated with it.
2. Select the Service Agreement.
3. Choose a Work Type.
○ NOTE: By default, the Work Type will be “Pull-through”.
4. Add any additional Job information and click “SAVE”.
Add New Associated Job (Mobile)
Dispatch Board & Visit Tray
To view a Visit on the Dispatch Board, hover over Dispatch → click
Dispatch Board.
If you have created a scheduled Visit, you will see this Visit in the form
of a Visit card on the selected date/time/technician.
If you have created any unassigned Visits, you will be able to filter for
them by clicking into the Unassigned tray at the bottom of the
Dispatch Board.
You can schedule a Visit by dragging and dropping it onto the board or
by clicking to open the Visit side card.
FAQ
Q: How do I access and manage the Checklist Library outside of creating a Service Agreement? To manage or create checklists:
Navigate to Directory > Checklist Library.
Select the specific asset type from the list on the left.
Use the 'Add Checklist' button to create new checklists.
To add tasks to an existing checklist, select the checklist and use the 'Add Task' option.
If you encounter issues, check the blue information box below the checklist name for guidance.
Q: Why can't I see my form in the Service Agreement task list?
Forms must have a Form Type of "Task" to be available in Service Agreements:
Go to the Form module under company settings.
Copy the form you need to use.
Edit the copied form and change its type to "Task"
Save the form, and it will now be available in your Service Agreement tasks.
Q: Do I have to complete all seven (7) steps every time I create a Service Agreement?
No, only the required fields in Step 1 need to be filled out.
You can then click "Save As Draft" and return to finish the setup later.
Q: Can I edit Asset Checklists?
This is not currently supported once the Asset Checklist has been used. You can clone it instead.
Q: What fields cannot be changed after an agreement draft is created?
Start Date and Customer details cannot be changed once the draft is created.
Q: Why can't I proceed on Step 2 after filling out all required details on On Step 1 of Service Agreement?
Check if the start date is earlier than the end date. If you put earlier date on the end date, you will not be able to proceed to step 2.
Q: Why am I getting this error on Step 5 of a Service Agreement?
“Cost Types for each labor type must be added before service agreement budgets can be filled out. Please add them in Labor Settings or contact support.”
This error appears when your Labor Types don’t have Cost Types assigned yet. Service Agreement budgets rely on these settings, so they must be completed before you can proceed.
To fix this:
Go to Labor Settings.
Open the Labor Rate Groups & Types tab.
Expand the Labor Type you want to update.
Click the edit pencil icon.
Select a Cost Type (and a Cost Code if needed).
Click Save.
If the error still appears after updating your Labor Settings, please contact Support so we can help.