Service Contracts in Charisma ERP — Managing Recurring Billing, SLAs, and Field Operations (2026)
For companies with recurring revenue (IT service, leasing, maintenance, subscriptions). How to configure contracts, automated billing, ticketing, and SLAs.
Bogdan Minoiu — Founder Azuvio · 2026-06-06 · 7 min · ERP & Operations
Who is it for
Companies with recurring or contractual revenue: IT services, security firms, leasing, equipment maintenance, and subscriptions. Charisma includes a dedicated Service Contracts module.
Key Management Features
Master contract (client, period, value, billing frequency)
Contract annexes (assets, equipment, locations)
Automated recurring billing (monthly, quarterly, annual)
Automated indexation (inflation, CPI adjustments)
Auto-renewals
Intervention ticketing (linked to specific contracts)
SLA tracking (response time, resolution time)
Sales commission management per contract
Contract Setup
Sales → Contracts → New →
Client data + revenue GL account
Contract type (full-service, on-call, subscription)
Billing frequency + invoice issuance day
Value (fixed / variable with indexation)
Start/end dates + auto-renew clauses
SLA (response time, resolution time per ticket priority)
Automated Billing
Charisma generates invoices monthly or quarterly based on active contracts. The operator validates the batch and sends them via the e-invoicing system (national tax authority reporting).
Ticketing & SLA
Ticket created → assigned to technician → SLA timer starts → resolution → evaluation. KPI: % tickets within SLA, average resolution time, client satisfaction.
Charisma Limitations
1. Client portal for opening tickets and viewing history — rigid and expensive to customise.
2. Technician mobile app — basic, difficult UX for field operations.
3. Automated push notifications (ticket status, spare parts delivery) — limited.
4. AI routing (auto-assigning tickets to the right technician based on geo-location + skill + load) — missing.
Smart Layer
Enhance with: modern client portal, technician mobile app, push notifications, AI routing, live KPI dashboards, and integration with maps/Waze for route optimization.
Conclusion
Charisma Service Contracts is robust for recurring billing and basic ticketing. For service companies with 20+ field technicians and 500+ active clients, adding a Smart Layer provides a clear ROI.