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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are Supplier Agreements/Contracts in Halo?</strong></p><p><strong>- How to create a Supplier contract</strong></p><p><strong>- How to use a Supplier contract</strong></p><p><strong>- Supplier Contract Expiry</strong></p><p><br></p><p><br></p><p><em>Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably. </em></p><p><br></p><p><br></p><p>This guide covers supplier contracts in Halo, if you are looking at setting up customer/organisation contracts/agreements please check out:</p><ul><li><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2539" id="isPasted" target="_blank" rel="noopener noreferrer">Organisation Contracts/Agreements</a> - For HaloITSM </li><li><a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1975" id="isPasted" target="_blank" rel="noopener noreferrer">Creating an Agreement/Recurring Invoice for a customer</a>- For HaloPSA </li></ul><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Supplier Agreements/Contracts in Halo?</span></strong></p><p>Supplier contracts in Halo allow you to build out the agreement you have with a particular supplier in Halo, commonly used to outline warranty agreements with suppliers. The agreement can be used for reference purposes to see which assets are covered by the agreement, for how long, store any contract related documents etc.</p><p><br></p><p>Supplier agreements can also be used to set and monitor supplier SLAs. When issues are raised with assets covered by a contract, the SLA associated with this contract will be visible against the ticket and Halo will track and monitor supplier response and resolution times for you. Allowing you to easily monitor supplier SLAs. </p><p><br></p><p><strong><span style="font-size: 14pt;">How to create a Supplier Contract</span></strong></p><p>To create a new supplier contract head to the 'Contracts' module, this may be called 'Agreements' in your instance, from here choose 'Supplier Agreements' > New. </p><p><br></p><p>You will first need to set the details of the contract, this will include the supplier the contract is with, a reference for the contract (usually provided by the supplier), start/end date, the SLA with the supplier, contact details and cost information. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMDBmYThlLTFlZDgtNDBlNi1hN2YzLTI4MDUxNWFkMWYxMiJ9.smQEcdYezpe-wbDte5Hof_FNFzEAdpRGSSx00tLgVIs" class="fr-fic fr-fil fr-dib" width="1370" style="width: 1372px; height: 716.207px;" height="716"></p><p><strong><span style="font-size: 10pt;">Fig 1. New supplier contract</span></strong></p><p><br></p><p>The 'Service level agreement' selected on the contract should be the the agreed SLA the supplier has agreed with you to resolve issues/requests. This is the SLA the supplier needs to meet and will be a separate SLA to the SLA between you and the end user (the SLA assigned to the ticket). You will be able to choose from the SLAs you have configured in your instance, therefore you may need to create a new SLA in line with what is agreed with the supplier. </p><p><br></p><p>Once saved you can choose which assets are included in the contract under the 'Assets' tab. When adding you will be able to choose from a list of assets in your instance, filters and search can be applied to the list to make selection easier. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhZDdhYmJjLWQ0ZWYtNDYzNi04ZjQ5LThjMDg1MDU0MzVkNyJ9.ohx7qqr6I2anzYlDh4Iy2enwOKT8uOaDbo8n2UFotAM" class="fr-fic fr-fil fr-dib" style="width: 1505px; height: 503.538px;" width="1503" height="504"></p><p><strong><span style="font-size: 10pt;">Fig 2. Adding assets to a contract</span></strong></p><p><br></p><p>Assets can also be added based on their asset type using the button 'Bulk add new Assets'. When an asset type is selected any assets of this type will be added to this contract (so 'covered'), this also means anytime a new asset of this type is created it will automatically be added to the contract. </p><p><br></p><p>Any assets added to the contract are deemed as 'covered' by the contract, this allows you to monitor which assets are covered from the contract screen. This will be reflected in each asset's profile. </p><p><br></p><p>Documents can be added to the contract under the 'Documents' tab. This is useful for storing contract related documents such as contract terms and conditions. Upload contracts by dragging and dropping files. </p><p><br></p><p>Customer/Organisations contracts can be associated to this supplier contract under the 'Contracts' tab. Typically used by our customers using HaloPSA. </p><p><br></p><p>The tabs available against the contract by default will vary depending on the Halo product you are using. You can customise the tabs that appear against a supplier contract using agreement screen layout profiles. These are configured under Configuration > Advanced Settings > Screen Layout Profiles. </p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Customise the Tabs and Fields that show in a Supplier Agreement</span></strong></p><p>The tabs available against the contract by default will vary depending on the Halo product you are using. You can customise the tabs that appear against a supplier contract using agreement screen layout profiles.</p><p><br></p><p>Keep in mind on versions prior to v2.238+ the screen layouts you create for agreements will apply to all agreements, including organisation/customer agreements. On versions v2.238+ you can create screen layout profiles for supplier contracts specifically. This allows you to configure tab and field visibility for supplier agreements and organisation/customer agreements separately, useful if you use different functionalities for each type of agreement.</p><p><br></p><p>These are configured under Configuration > Advanced Settings > Screen Layout Profiles > change entity to agreements (or Supplier Agreement) > New.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlZWEwZTRhLTI4OGQtNDkyYy04MTU2LTEyOTJkYzk5NWE0NSJ9.wwuvFTWCTDwopxdqW-q2Vb90k4X2OHriDttlMUB--iQ" class="fr-fic fr-fil fr-dib" width="1634" style="width: 1636px; height: 503.674px;" height="504"></p><p><strong><span style="font-size: 10pt;">Fig 3. New Agreement Screen Layout Profile</span></strong></p><p><br></p><p>To set which tabs are shown/hidden head to the "Tab Layout" tab of the screen layout profile > change "Tab layout" to "Custom" then all available tabs will show. Edit each tab to set if it is shown or hidden. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3ZmUxMWU2LTIzMDktNDFlOS1iMzY2LTBiOWZiMWMyZGY1OCJ9.74wCC-sUlIlQCSZPy-Mqomhjb0zOobm8zEbv-A6PRKg" class="fr-fic fr-fil fr-dib" width="1637" style="width: 1639px; height: 858.275px;" height="858"></p><p><strong><span style="font-size: 10pt;">Fig 4. Screen Layout Profile with Custom Tab Layout</span></strong></p><p><br></p><p>To set which fields are visible against agreements, head to the "System field visibility" tab and toggle the visibility of each field. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2Njk0YjBiLTkyMDUtNDI0NC05NWU1LTRiMDc1MTBmOWE5MCJ9.Q6BI4ArpbbbiG_hjQwAoA7rSBi4JIgE_IWg2Co5V8YE" class="fr-fic fr-fil fr-dib" width="1638" style="width: 1640px; height: 534.668px;" height="535"></p><p><strong><span style="font-size: 10pt;">Fig 5. Toggle System field visibility for screen Layout Profile</span></strong></p><p><br></p><p>To use this profile set it as the global default, or each agent can choose this screen layout in their preferences. The screen layout chosen by an agent will override the global default. </p><p><br></p><p>Set this as the global default for agreements under Configuration > Advanced Settings > use "Default Agreement Details screen layout".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkODVhYmE0LWNkMDYtNGU5My1hYmRkLTIxNjZhNzExMDJlMyJ9.9WOhnY_8vIC75VNoHEBHYQvS2gaAXORvWiVgbfznr9M" class="fr-fic fr-fil fr-dib" width="1645" style="width: 1647px; height: 562.794px;" height="563"></p><p><strong><span style="font-size: 10pt;">Fig 6. Set Global Default Screen Layout Profile for Agreements</span></strong></p><p><br></p><p>To set the screen layout profile for a specific agent, head to the agent's preferences > Screen Layouts section > use "Agreement Details screen layout".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0MDIxYzE0LWM5ZmUtNDliYy1hZmI3LWNhNWM1NjBkYTk3YiJ9.zKXQcPVnttUqUPDl89L4G5lDkrsrHXR3SrLn4Abm7r0" class="fr-fic fr-fil fr-dib" width="489" style="width: 491px; height: 812.382px;" height="812"></p><p><strong><span style="font-size: 10pt;">Fig 7. Agreement Screen Layout for Agent </span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using Supplier Agreements</span></strong></p><p>Now your supplier agreement is set up this can be used to help automate service desk and asset management procedures. When users report issues with their assets that are still under warranty (or issues that are the supplier's responsibility) the supplier contract the warranty is under can be associated to the ticket to increase visibility of asset cover and to track/manage the agreed supplier SLA. </p><p><br></p><p>To demonstrate how supplier agreements can be leveraged we will work through an example in which a supplier agreement for asset warranty cover has been created, and a user has reported an issue with an asset that is covered by this warranty/agreement. </p><p><br></p><p>In the figure 3 example the user has reported an issue with their asset (laptop), as the asset is assigned to this user the asset will be visible in the ticket details. This can be selected to bring up the asset details. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhMDllMDM2LWU4NzQtNGQ3MC1iNzhhLTE5NDgzM2RmMDc5ZCJ9.JBxonH7IR2slx3_AjCk-swIJM0fSKz4zLfIZnJMY_ZU" class="fr-fic fr-fil fr-dib" width="1460" style="width: 1462px; height: 691.699px;" height="692"></p><p><strong><span style="font-size: 10pt;">Fig 8. Asset against ticket logged for asset issues</span></strong></p><p><br></p><p>When the asset profile is opened you can navigate to the 'supplier and maintenance' tab to see which supplier the asset was ordered from and which contract it is covered by. We will need to know this when logging this issue to the supplier.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4YTUwOGI3LTc2MzgtNDU4MC05MTNhLWJhMzk2MTAzYzg1MCJ9.ICusCbK7pJAf1g2kgsZtj_IuTrv2swp72Nz7HmQtKfI" class="fr-fic fr-fil fr-dib" width="746" style="width: 748px; height: 418.159px;" height="418"></p><p><strong><span style="font-size: 10pt;">Fig 9. Contract asset is covered by</span></strong></p><p><br></p><p>Now, heading back to the ticket, when the ticket is logged to the supplier, choose the supplier you are logging the issue to and the contract the asset is covered by. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxZGNmZjcwLWRhNWUtNGI5ZC1iZDk5LWU3MmRiMDFlY2NkNSJ9.xVrx_ZSZ4-a8EYI-Zg2QmyKaBj89Lf6LVyfd2V3MFUI" class="fr-fic fr-fil fr-dib" width="1105" style="width: 1107px; height: 567.088px;" height="567"></p><p><strong><span style="font-size: 10pt;">Fig 10. Log issue to supplier under chosen contract</span></strong></p><p><br></p><p>Once the issue/ticket is logged to the supplier the supplier and contract details will be visible against the ticket (under the ticket details). </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiNzc3MTQ1LTVkNGYtNDQwNi05ODAxLWMxNDJkODAxYTgzNSJ9.RmKvwwDl9ZKinm58dnUNth8Vo4ugJYI-KrV6Gl2Jjlc" class="fr-fic fr-fil fr-dib" width="1328" style="width: 1330px; height: 678.253px;" height="678"></p><p><strong><span style="font-size: 10pt;">Fig 11. Supplier details against ticket</span></strong></p><p><br></p><p>You will notice here an additional SLA timer has appeared under the supplier details. This is the SLA set against the supplier contract. </p><p><br></p><p><strong><em>Note: The SLA will not appear here if you have the setting 'Show Supplier SLA details' disabled for this supplier. This setting is found under suppliers > select the supplier > settings tab. </em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Supplier SLAs<br></span></strong></p><p>When the ticket is 'logged to supplier' this will put the ticket's SLA timer (between you and the user) on hold. But this will begin the supplier SLA timer (between you and the supplier), allowing supplier SLA times to be automatically tracked. </p><p><br></p><p>Supplier SLAs work in a similar fashion to <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1927" id="isPasted" target="_blank" rel="noopener noreferrer">ticket SLAs</a>, when you are awaiting a response from the supplier the SLA will count down, but when the supplier responds to you (updating the ticket) the supplier SLA will be paused and the ticket SLA will resume. Supplier SLAs have response and resolution targets, allowing you to track how quickly suppliers respond and resolve issues. </p><p><br></p><p><strong>Supplier responses</strong> - A supplier response can either be an email from the contact the issue was logged to and can also be logged manually using the 'Log supplier response' action (or any action which has system use 'Supplier response'). When a supplier response is received the supplier SLA response target will be marked as met. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkMzY0OTdkLWI5NDctNGRkNS05MmQ0LWU2MWU1YjFlNWZmMyJ9.J18o_kt5Cr1VzyPJp5mTTJm-uOqewwpw1Lznlfetsow" class="fr-fic fr-fil fr-dib" width="1291" style="width: 1293px; height: 619.063px;" height="619"></p><p><strong><span style="font-size: 10pt;">Fig 12. Supplier SLA response target met</span></strong></p><p><br></p><p>If you have resolution targets for this SLA set to re-set each time the end-user (but in this case it ill be the supplier) updates a ticket, if you send a follow up email to the supplier (using the 'email supplier' action) the response target will update and the timer will re-start. </p><p><br></p><p><strong>Supplier resolutions</strong> - The supplier SLA resolution target will be met by a 'supplier fix' being logged on the ticket. A supplier fix can be logged using the 'supplier fixed' action. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxMWM2ZjAxLWI1NDEtNGE2NS05ZWY0LTRmYmJiNzkwNWVmMSJ9.J5XoebW909zJzhx_qIOA0UxAB0QFLtKbZC04CMU37Jo" class="fr-fic fr-fil fr-dib" width="1403" style="width: 1405px; height: 667.648px;" height="668"></p><p><strong><span style="font-size: 10pt;">Fig 13. Supplier resolution target met</span></strong></p><p><br></p><p>Now the ticket SLA will resume and the agent can complete any further work with the user. </p><p><br></p><p>This allows you to track the times the supplier takes to respond to/ resolve the issue and automatically compares these times to the agreed SLA with the supplier. If the supplier does not meet the agreed SLA this will be easily visible against the ticket. Supplier SLAs can also be reported on, allowing you to configure a report returning all SLAs missed by suppliers so these can be followed up on. </p><p><br></p><p><strong><span style="font-size: 12pt;">Contract visibility</span></strong></p><p>Supplier contracts provide a centralised location to store details about the contract including any associated documents. Making it easier for agents to obtain information on a contract, beneficial when they need to check details such as which assets are covered, levels of cover, agreed resolution times etc. </p><p><br></p><p>Any open tickets that are linked to a supplier contract will be visible from the supplier contract itself under the 'Tickets' tab. </p><p><br></p><p>This is useful in monitoring asset issues and evaluating supplier quality. By viewing the number of tickets that are currently open for assets covered by this warranty you can easily identify trends in issues. For example, if a large amount of tickets are raised for assets under the same warranty contract in a small space of time this indicates a potential manufacturing fault with these assets. You can use this information when querying with the supplier and to pre-empt further issues with other assets under this contract. This information can be used when negotiating contract renewal and when choosing future suppliers.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0NTMxOTUyLWU3NWYtNDEwNy1hN2VjLTFjZDk0NWFkNmNjNCJ9.o8P1VMXKflSdGwKuYiW08kfDa3OQWMP8tuJuKRqUleY" class="fr-fic fr-fil fr-dib" width="1316" style="width: 1318px; height: 473.245px;" height="473"></p><p><strong><span style="font-size: 10pt;">Fig 14. Open tickets associated with this contract</span></strong></p><p><br></p><p>Documents related to this contract can also be stored against the contract under the 'contracts' tab. This is useful for storing contract terms and conditions, asset details, vendor SLA details etc. having all these documents in a centralised location has various benefits:</p><ul><li>Eases contract renewal - When contracts are up for renewal all associated documents are in a single location for the agent to review. </li><li>Allows agents to confirm escalation paths - Agents can check asset warranty cover and terms and conditions for escalation.</li><li>Monitor SLA terms - If a supplier SLA has breached, the SLA terms can be checked within the associated document. </li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Supplier Contract Expiry</span></strong></p><p><strong><span style="font-size: 12pt;">Contract Renewal</span></strong></p><p>When the supplier contract comes to the end of its term you may wish to renew or re-negotiate a contract with the supplier. Automated tickets can be set up in Halo to automatically notify you of a contract's upcoming renewal. This will result in a ticket automatically being created in your Halo a chosen number of days before the contract expires. </p><p><br></p><p>To set this up head to configuration > tickets > automated tickets > new. Here, you will need to set the criteria that needs to be met in order for this ticket to be created. Set the 'automation criteria' to be 'Contracts' (or 'Agreements') then in the criteria table choose what criteria the contract needs to meet for a ticket to be created. In the figure 10 example an automated ticket will be created each time a contract reaches 5 days before it's end date (the end date of a contract is set against the contract itself). </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3MjAxM2U5LTk2MDctNDhhZC04MTUwLWNkZmFkN2JmYTg4NyJ9.mtUyAPV5b1Q5ikvUKHy6k2gcqxkAqBCI-pHZq-pphG0" class="fr-fic fr-fil fr-dib" width="1496" style="width: 1498px; height: 510.169px;" height="510"></p><p><strong><span style="font-size: 10pt;">Fig 15. Automated ticket for contract expiry</span></strong></p><p><br></p><p>Note that this will create a ticket for all contracts that meet this criteria, not just supplier contracts, therefore, you may wish to add additional criteria to restrict which contract automated tickets are created for. This can be done using the 'contract type' criteria and setting the contract type against each contract, new contract types can be created under configuration > billing > contract types. </p><p><br></p><p>Then the rest of the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1484" target="_blank" rel="noopener noreferrer">automated ticket</a> can be configured in line with how you would like the created ticket to appear/what information you would like on this ticket. </p><p><br></p><p>Variables can be used in automated ticket fields to pull data from the contract that triggered their creation, for example $CONTRACTREF will pull through the reference of the contract that the automated ticket has been created for. For a full list of variables head to <a data-fr-linked="true" href="https://YOURHALOURL/variables">https://YOURHALOURL/variables</a>. </p><p><br></p><p>Now, when the contract comes up for renewal a ticket will be created to notify agents of this, prompting them to take action needed for renewal. Communications with the supplier regarding renewal can take place on this raised ticket. Once renewal with the supplier has been agreed the agent can navigate to the contract in Halo and use the 'Renew' button. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5MGRhYjQ5LTEwMzktNDc1Yi05MzQzLWMwYWE1NmMxNTViNiJ9.D0cCfErVfKo4I0Vo42Xr3c7KHBCOqHeoABAKAUTj4fU" class="fr-fic fr-fil fr-dib" width="718" style="width: 720px; height: 344.306px;" height="344"></p><p><strong><span style="font-size: 10pt;">Fig 16. Renew supplier contract</span></strong></p><p><br></p><p>When this button is used this contract will be copied and a new one created. The new contract will contain all the data from the previous contract but the start/end dates will be updated.</p><p><br></p><p>If a contract is not being renewed you can de-activate the contract using the 'Active' checkbox against the contract. When a contract is inactive it will still appear in the contract module for reference but agents will not be able to log issues to suppliers using this contract. </p><p><br></p>
