Using ConnectWise Agreements
Agreements automate your recurring billing, track hours against contracts, and surface profitability data on the Sales Dashboard. They also let you attach Service Level Agreements (SLAs) to individual clients. See Agreement Types for the five built-in types and Agreement Tabs for a tab-by-tab reference.
Common agreement types
- Managed Services — Managed network, servers, workstations, backup, or help desk
- Maintenance — Hardware or software
- Equipment Rental
- Software Assurance
- Professional Services — Lets you assign special rates to specific clients
- Hosting — Email, web, server, or application hosting
- Block Time — A fixed number of service hours per month
How an agreement gets created
The typical flow starts when a salesperson and client agree on scope and pricing. The salesperson sends a quote; once signed, an accountant converts it into an agreement.
- Select an agreement type template that matches the service offering. Templates carry pre-configured SLAs, exclusions, and other settings — you review and adjust rather than build from scratch.
- Review the exclusions and billing amount.
- Add any additions to the agreement (products, services, or adjustments beyond the base template).
- Attach the assets (configurations) covered by the agreement.
- Send the client their first invoice via Agreement Invoicing.
Agreement tabs
Each agreement record is organized into tabs. The tabs available depend on your agreement type configuration.
Main tab
Sets the core contract terms: agreement type, company, start and end dates, billing cycle, and SLA assignment.
Additions tab
Lists products or services added on top of the base agreement. Use this to bill for recurring items such as licenses, hardware, or add-on services.
Work Roles tab
Defines which work roles are covered under the agreement and at what rate. Roles listed here can override your standard rate schedules for work logged against this agreement.
Work Types tab
Controls which work types apply to the agreement. Work types determine how time entries are categorized and billed.
Sites tab
Associates specific client locations with the agreement. Useful when a client has multiple offices and coverage differs by site.
Exclusions tab
Lists any items explicitly excluded from the agreement. Documenting exclusions here keeps scope disputes manageable.
Configurations tab
Attaches the client’s assets (configurations) covered under this agreement. Time logged against a covered configuration is tracked separately from out-of-scope work.
SLA tab
Displays and manages the SLA assigned to this agreement. SLA settings control response and resolution time expectations for tickets linked to this client.
Billing tab
Controls invoice settings for the agreement — billing amount, billing cycle, and how additions are invoiced.
Summary tab
Read-only view of agreement totals: contract value, hours used, hours remaining, and profitability metrics. The Summary data feeds into the Sales Dashboard.
Note: The Summary tab updates based on time entries and invoices posted against the agreement. If numbers look off, check that time entries are linked to the correct agreement and that invoices have been generated for the current period.