Time, notes and contracts that bill correctly

Skills you'll practise

• Enter time on the ticket at the time of the work, with the correct work type and billable setting
• Write customer-facing and internal notes that explain the work without exposing secrets
• Explain how managed services, block hours, retainer, time and materials, per-ticket and fixed-price agreements bill
• Calculate what remains on a prepaid block after time is applied, including rate multipliers
• Identify out-of-scope work and raise it before doing it, not after

Course outline

1. 1.Time entries: the raw material of billingLesson · 15 min
2. 2.Notes the customer can readLesson · 12 min
3. 3.Contracts and agreementsLesson · 16 min
4. 4.From time entry to invoiceLesson · 12 min
5. 5.Time, notes and contracts that bill correctly: knowledge checkKnowledge check · 15 questions
6. 6.A customer disputes their block-hours statementScenario
7. 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Autotask PSA Help: Time to Money: Contracts (the six contract types, block hour multipliers, overages)
• Autotask PSA Help: Factors that determine hourly rates (role, work type, contract, Approve and Post)
• ConnectWise PSA documentation: Agreement Type Setup Table (sample agreement types, work type Bill Time options)
• ConnectWise PSA documentation: Time Sheet Screen (Billable / Do Not Bill / No Charge, submitting time sheets)
• Halo guides: Pre-Pay
• Syncro documentation: Work with Prepay (Block) Hours
• General MSP service desk and PSA practice