How to use service agreements

This guide shows you how to manage and use service agreements in mit.available.dk.

Prerequisites

• You must be logged in to mit.available.dk
• You must have the tenant:service_agreements:view permission to view service agreements
• You must have the tenant:service_agreements:manage permission to order new service agreements

Accessing service agreements

1. Log in to mit.available.dk
2. Click "Products" in the navigation menu
3. Select "Support" from the dropdown menu
4. Click "Service agreements"

You can also go directly to /service-agreement.

Viewing existing service agreements

On the service agreements page, you can see all your service agreements with:

• Department - Which department the service agreement is linked to
• Status - Whether the service agreement is active, pending, expired or cancelled
• Contact person - The person who is the contact for the service agreement
• Start date - When the service agreement started
• End date - When the service agreement expires
• Hours used - How many hours of the service agreement have been used
• Hours remaining - How many hours are remaining

Ordering a new service agreement

1. Click the "Order new service agreement" button (if you have permission)
2. You are directed to the ordering page
3. Follow the instructions on the ordering page

See the article How to buy a service agreement for detailed instructions.

Viewing activities for a service agreement

1. Find the service agreement in the list
2. Click "View activities" or a similar button
3. A modal opens with all activities linked to the service agreement

You can see:

• Activity type - Which type of activity was carried out
• Date - When the activity was carried out
• Description - Details about the activity
• Hours used - How many hours the activity took

Filtering activities

When you view activities for a service agreement, you can filter by:

• All activities - Show all types of activities
• A specific type - Filter by a specific activity type

Understanding service agreement status

Service agreements can have the following statuses:

• Active - The service agreement is active and can be used
• Pending - The service agreement is awaiting activation
• Expired - The service agreement has expired and must be renewed
• Cancelled - The service agreement has been cancelled

Monitoring hours used

On the service agreements page, you can see:

• Hours used - How many hours have been used
• Hours remaining - How many hours are remaining
• Percentage used - How large a portion of the service agreement has been used

This helps you plan the use of your service agreement.

Troubleshooting

Cannot see the service agreements page

If you cannot see the service agreements page:

• Check your permissions - You must have the tenant:service_agreements:view permission
• Contact your administrator - Your role may need to be updated

Cannot order a service agreement

If you cannot order a service agreement:

• Check your permissions - You must have the tenant:service_agreements:manage permission
• Check that there is a department - You must have at least one department in your organisation
• Contact support - Some service agreements may require manual ordering

The service agreement does not show the correct hours used

If the hours used are not shown correctly:

• Reload the page - Use F5 or Cmd+R / Ctrl+R
• Check the activities - See whether activities are registered correctly
• Contact support - If the problem persists

Next steps

After you have viewed your service agreements, you can:

• Order a new service agreement - If you need more hours
• View activities - Go to Activities to see all activities
• View tasks - Go to Tasks to see tasks linked to service agreements
• View payments - Go to Organisation > Finance > Payments

Support

If you have questions or problems with service agreements:

• Contact support - Use the support channel in your organisation
• See related articles - Read articles about prepaid hours or payments