Help Center
AMC & field service
AMC contracts, SLA service tickets, dispatch, vendors, preventive maintenance and portals.
What is AMC management?
AMC (Annual Maintenance Contract) management tracks maintenance contracts, their coverage and SLAs, scheduled preventive maintenance, service tickets and renewals — for your own assets and, in the field-service module, for external customers' equipment.
How do I create an AMC contract?
In the AMC & Field Service area, create a contract, set its coverage, SLA and term, and attach the equipment it covers. You can link it to an external vendor where a third party provides the maintenance.
How do I renew an AMC contract?
Open the contract and use Renew to extend the term. Upcoming expiries are flagged in the renewals and lifecycle views, and renewal reminders help ensure cover does not lapse.
How do service tickets and SLAs work?
Raise a service ticket against equipment; its SLA clock tracks response and resolution targets. Auto-assign routes it to a suitable engineer, and breaches are surfaced so you can act before they slip.
How do I dispatch or assign an engineer?
From a ticket, use Auto-assign to route it to the best-matched engineer, or assign manually. The engineer sees the job, updates its status in progress to resolved, and logs the work done.
How do I manage vendors and engineers?
Vendors and engineers are managed in the field-service module, with a technician role for the people who do the work. AMC vendors can be given scorecards and, through the vendor portal, limited self-service access to their own contracts, assets and tickets.
How does preventive maintenance scheduling work?
Define maintenance schedules against equipment and the system generates preventive-maintenance tickets automatically when they are due, so routine servicing is not forgotten.
What are the customer and vendor portals?
The portals give outside parties scoped, token-based access: a customer can see their own equipment and raise requests, and a vendor can see only their own contracts, assets and tickets and advance the ones assigned to them. Administrators issue and revoke this access.
How do I invoice for AMC or field service?
A resolved billable job can draft an invoice, and AMC/field invoices support submission, approval, payment and overdue chasing. Vendor bills and payments are tracked separately with their own approval workflow.
Can I manage assets for multiple external customers?
Yes. The multi-company asset view segregates equipment by customer, with per-customer access control, so a field-service provider can oversee many customers' fleets without mixing them.