How to Manage AC Service Contracts, AMC Reminders and Breakdown Calls

An annual maintenance contract, often called an AMC, is a promise about specific units. The record should say which units are covered, how many visits are promised and what is included.

Labour, gas top-ups, a chemical wash or named parts are marked as included or chargeable, following the agreement with each customer. Start date, end date and invoice terms sit on the same record. Payment may be one amount or instalments.

A unit added mid-year can be included from that date.

Visits are set for each unit from the contract. Two or four a year, or any number the agreement states, are spread across the months. A cleaning visit before summer can be fixed to a month.

Visits falling due in the coming days are listed for the coordinator. The coordinator assigns each to a technician by area and day. A visit that was not done shows as overdue.

The scheduled visit becomes a job on the technician’s phone, with the checklist set for that type of unit. Closing the job sheet counts the visit against the contract.

Contracts ending soon are listed by end date. The owner and the coordinator see the same list. Both lists are built from the contract dates already on file.

Renewal notices can reach customers by WhatsApp, SMS or mail ahead of the end date. Units due for service are listed in the same way, so customers can be contacted before the season.

Each renewal done is recorded, and each contract that lapsed stays visible. The report of contracts ending soon and renewals done shows how the book of contracts is moving.

Complaints arrive by phone, WhatsApp and the website. When each channel keeps its own list, the same call can be taken twice, or missed.

A call is logged once and matched to a customer and a unit. The complaint is written against that unit. A server room or cold storage unit can be marked urgent. Status shows whether the call is open, allocated, visited, waiting for a part or closed.

A contract unit and a unit under warranty are marked on the call. The coordinator sees at once whether the visit is chargeable.

Before setting up, the owner decides what each contract includes and when a breakdown visit is charged. These choices go into the contract terms and checklists.

A visit is billed with a GST invoice or marked as covered by a contract or a warranty. Parts and gas used are charged to the job either way.

A business with a few customers and no contracts may not need renewal lists yet. GullySystem’s HVAC and AC Service Management Software is worth a look once contract visits and calls start to overlap.