A service is a container for non-usage billing. Unlike numbers, services don’t process call data or usage charges. Instead, they hold features that generate one-off and recurring charges for things like hosting, support contracts, software licences, and hardware rental.
Think of services as the billing home for everything that isn’t a phone call. Any product or service you provide that needs regular or one-off charges, but doesn’t involve CDR matching or tariffs, belongs on a service record.
Key Features
- Manage non-usage billing for hosting, support, licences, and more
- Attach one-off and recurring charges through features
- Track contracts with end dates and annual increase profiles
- Link to customer products for commercial classification
- Group charges on invoices using sites and descriptions
Field Reference
The service detail page is split into two sections. The first shows the full details of the service. The second shows summaries of related items such as features and notes. The left context menu includes a link to the customer who owns the service.
In enhanced mode, tabs show extra information such as the customer’s details and all services owned by that customer.
Service Details
Service Type
The Service Type categorises the service. Unlike numbers, there’s no auto-detection for services. You select the type manually when creating the service. The type controls which customer products are available, which transaction codes apply, and any default notice periods for charges.
Service Name
A short name or reference for the service. This appears in search results, on the customer page, and on invoices. Use a clear, recognisable name that helps identify what the service covers.
Description and Site
The Description appears alongside the service on invoices and in the portal. Use it to label what the service provides. The Site groups services together on invoices and in the portal. This grouping can be used for cost-centre billing.
Service Status
The status controls whether the service is billable:
- Active: Billed as normal
- Dropped: No new fixed charges are added, but existing charges are still billed based on their date ranges.
- Active - Do Not Bill: Not billed during billing runs, but charges still build up. These can be carried forward or billed manually.
The exact behaviour of each status is customisable.
Dropped / Reinstated Date
Set this date when dropping or reinstating a service. It controls when recurring charges start or stop. See dropping and reinstating services for details.
Annual Increase Profile and Reference Date
The Annual Increase Profile records which CPI, RPI, or fixed-amount price increase schedule applies to this service. The Reference Date records when the next increase is due. These fields are for reference and reporting. They don’t trigger price changes automatically. See Price Increases for full details on applying increases to tariffs and standard features.
Customer Products
Products associated with this service. The available products depend on the service type. Customer Products provide a commercial classification for reporting and analysis.
Contract End Date
An informational date tracking when the service contract expires. Use this for renewal management and reporting. It doesn’t trigger any automatic actions.
CRM Reference
A reference linking this service to your external CRM system.
Sale / Provisioning Details
Date Sold
The Date Sold shows when the service was sold to the customer. Unless you specify otherwise, the platform begins charging one-off and recurring fees from this date.
Postcode
The postcode associated with the service location.
Provision Status
An internal field for tracking the provisioning state of the service.
Provider Details
The provider fields are optional for services (unlike numbers, where a provider is typically required). Use these if the service relies on a third-party provider.
Provider
The provider or carrier used for this service.
Provider Reference, Provider Service Type, Provider Sub-account
Reference fields for tracking provider-specific information. Use these to link the service record to the provider’s own records.
Billing Details
Default Fixed Fee Tariff
The default fixed fee tariff to use for features attached to this service. When you add a feature to this service, this tariff applies unless you override it on the feature itself.
New Service Details
When adding a new service, extra fields appear. These aren’t shown when you later view the service. Instead, they set up features which you can view separately.
Finding a Service
Viewing a Service’s Details
Click any service link to view its details. Service links appear throughout the platform when viewing features and other related items. Links are colour-coded to show the service’s status.
In enhanced mode, hover over any service link to see a summary tooltip. This lets you confirm you have the right service without opening the full record.
Search Methods
To find a specific service, use either SmartSearch or QuickSearch.
SmartSearch
The SmartSearch box appears in the left-hand menu on every page.
- Enter the service name or ID
- Press Enter or click the SmartSearch button
Results:
- Single match: Takes you directly to that service
- Multiple matches: Shows a list. Click the service you want.
QuickSearch
QuickSearch lets you search using both service and customer criteria. Access it from the left-hand menu, the Index option, or the main menu.
- Enter your search criteria. You can filter by service type, status, or customer.
- Click Search
- Browse the results and click a service link to view its details
If the service you need isn’t listed, click Modify Search or the New Search link in the context menu.
Adding a Service
- Optional: Check the service hasn’t already been entered using SmartSearch or QuickSearch
- View the customer who owns the service
- Click Add > Service in the menu bar
- Optional: Load default values using Default Values > Load in the menu bar
- Select the Service Type. Unlike numbers, there’s no auto-detection. Choose the type that matches the product or service you’re billing for.
- Enter the service details
- See the Field Reference section for details of the fields available
- Set the feature start dates and charge interval. These are used straight away to create features.
- Click Save. The service details page appears so you can confirm everything is correct.
- If you added one-off or recurring charges, features are created using those details. If no feature start date is given, the platform uses the sold date.
- Optional: Add any extra features you didn’t include during service entry
Note: There’s no bulk addition mode for services. Each service is added individually.
Inline Feature Creation
When adding a service, you can create features at the same time. The quick-add section lets you set up features with charge intervals and amounts as part of the service creation. You can enable full feature entry for up to ten features.
This saves time when a new service needs several standard charges. For example, a hosting service might need a monthly hosting fee, an annual support charge, and a one-off setup fee, all created in one step.
Default Values
Some fields are pre-filled when you add a new service. You can save and manage multiple sets of default values to speed up data entry. See Managing Default Values for full details.
Editing a Service
- View the service and click Edit
- Make the changes you need
- See the Field Reference section for details of the fields available
- Click Save
What happens:
- If you changed the status, the platform may update features linked to this service
Dropping, Reinstating, and Adding Features
Use the Actions menu on the service view:
- Actions menu > Drop Service: Stops billing for this service and drops all its features.
- Actions menu > Reinstate Service: Reactivates a dropped service and restores its features.
- Actions menu > Add Features: Adds new features to this service.
See the Dropping a Service and Reinstating a Service sections for step-by-step instructions.
Note: These instructions use the default service statuses. If your statuses have been customised, adjust accordingly.
Dropping a Service
Drop a service when a customer no longer needs it but remains an active customer. If the customer is leaving entirely, drop the customer instead, which automatically drops all their services and numbers.
Steps:
- View the service
- Click Actions menu > Drop Service
- Fill in the action form:
Required:
- Drop Date: The last date charges should apply (including any notice period or minimum contract term)
Optional:
- Cancellation Notice Given: The date the customer told you they no longer need this service
- Status Reason: Why the service is being dropped
- Click Drop Service
What happens:
- All active features on the service are dropped
- The platform adds charges up to the drop date, or refunds if you’ve already billed beyond it
- Any remaining charges for this service are billed as normal, provided the customer stays active
Reinstating a Service
If a dropped service is reconnected, you can reactivate the features attached to it from a date you choose.
Steps:
- View the dropped service
- Click Actions menu > Reinstate Service
- Fill in the action form:
Required:
- Reinstate Date: The date you want to reinstate from
Optional:
- Status Reason: Why the service is being reactivated
- Click Reinstate Service
What happens:
- Features that were dropped with the same end date as the service are made active again. Their end dates are removed.
- If the reinstate date is in the past, the platform adds back-dated recurring charges
- The service is billed as normal from the next billing run
Tip: To bill any back-dated charges straight away, raise a manual invoice after reinstating.
Deleting a Service
You can permanently delete a service and all its historical data. This should only be done if the service was entered by mistake (for example, an accidental duplicate). Deleting a service also means you need to recreate any invoices that reference it.
Important: Deletion removes all historical data and prevents simple reactivation.
Steps:
- Make sure the service has nothing attached to it (no features or notes)
- Click Actions menu > Delete. If you can’t see this option, either the service still has linked items or you don’t have delete permissions.
- If successful, you’re taken to the customer details page for the customer who owned the service.